Fold 6 freezing, etc. and no assistance

[Katobar]

I bought a Fold6 from Samsung. I also got their "care" package. From day 1, it was defective. It would intermittently freeze. Service center said "Intermittent. You're **bleep**. It has to be completely broken." There's more to the story but Samsung refuses to honor their commitment. You cannot exchange or return a defective phone even on day 1. You have to send the phone to their service center, be without a phone while they attempt to fix an intermittent problem. It is now completely broken, won't charge. I am throwing away $2000. Will this post?

[LongHiker]

@Katobar Sorry that you have had this issue. If it is now completely broken, have you reached out to Samsung Care+? 

BTW, if you buy a device on Samsung.com you have a time period (I think it's 7-10 days) to just return it. 

[Katobar]

I did not. I took it to a certified Samsung dealer who refused to do anything. He did not give me the option to return it, which is what i wantee to do. I then took it to Verizon. After months of trying to fix it,ll they gave up. I then contacted customer service again. They graciously said they would not charge but I would have no 😂phone while they "fixed" it. I work in electronics. Intermittent problems are usually just trashed. I am just totally amazed by the total lack of pride in a product. I am also tired of fighting. I give up. I am also tired of going through their stupid first steps. Sorry, it's not your fault. I am just completely amazed by this. Samsung spent a lot of money by not just giving me a working phone that I paid for. It now doesn't charge and the cables and charger get very hot. It also still freezes.

[LongHiker · Accepted solution]

@Katobar I'm not sure how you expect Samsung Care+ to help if you don't reach out to them. https://www.samsung.com/us/support/samsung-care/

[Katobar]

I told everyone I had Samsung Care. No one said anything about calling a different number. BTW, I love your friendly attitude!

[LongHiker]

@Katobar Treat Samsung Care+ like you would your automobile or home owners insurance. You must first contact them and start a claim. Then they will work with you to get repairs done. 

[Katobar]

Also, do you know how I can stop paying for this wonderful Samsung Care. It is kind of useless. I keep telling you guys I have Samsung Care and then, nothing.

[kmb1]

I worked in electronics for a major Aerospace company for 20 years - if a problem is intermittent, and Samsung can't reproduce it, how can they be expected to fix the problem?

[LongHiker]

@kmb1 When you have an intermittent problem, one diagnostic tool is log files. Also technicians can check registers and other hardware for settings which are inaccessible to users. 

I've done embedded software development for over 30 years. Half of that was with mobile phone companies.