Horrible Service

[pattywog]

Hi everyone,

I am sorry to say my first post here is not going to be kind. I have been a solid Samsung user for A VERY LONG TIME. I currently have a Fold 4 as my primary phone, with a back-up s22 Ultra. Sadly when the last update was pushed through, the WiFi on my Fold 4 stopped working. When I attempted to logon to wifi, no matter where I was, it would search and search and search - but would not find any networks. After working my cell phone provider, then with a Samsung associate, it was determined it had to be serviced. The service store did not have stock needed to fix the phone and recommended for speed of service to send in to Samsung. In order to send I had to provide a hold on my credit card for $107 estimated cost. I fought with this as the phone was working fine other than wifi, but understood they are unable to see so agreed.

Two days later after receiving phone, Samsung informed me there was physical damage not under warranty and it would cost $605 to fix! There is NO cosmetic damage to my phone, always have had a case on it - I had the interior Samsung screen protector replaced about 5 months ago, as the crease was becoming noticeable. Because I enjoy the finer phones, I take care of them. I was so upset - I decided to call, they have informed me there was LED damage as well as hinge damage. I don't understand - the screen is 100% fine with no areas that are not seen, no external damage to the hinges. The only thing I do know is the cameras on back are a little scratched - not much you can do about that.

I am so upset - I have loved my Samsung phones forever. This is very obviously something gone wrong with the update pushed down to the phones and I feel Samsung is using this to get out of fixing it. I am currently looking at switching to the Pixel Fold - as I really don't want to give up my Flip phone. I just cannot stomach paying for a new fold with the anticipation of something like this happening again. I realize it has been my choice to not have additional coverage, but as I have said - never experienced a problem like this. I realize I am one person in a million of satisfied customers, but I am very disappointed, Samsung. 

[Dan2023]

Might I suggest that you start carrying phone insurance coverage on your devices? It's usually less than $10 a month (mine is $8.99 a month) with a $250 deductible. Certainly cheeper at $370 ($10 x 12 month, plus $250 deductible) to replace the phone, than the $600 repair cost. Even if you keep the phone for two years it's cheeper at $490 ($10 x 24; $240 + $250 deductible). It's not until the third year that it might become jeeper to repair it at that cost. Most people upgrade every other year.

Lost, stolen, or damaged you get your phone replaced, usually within two days.

Most high end phones cost $1300 - $2000. Paying $8.99 a month on the chance that something might go wrong with my device, that I use every day and depend on so much, is, for me, a no brainer. $10 is less than the cost of going through a fast food drive thru.

[MrJayMaul]

But that doesn't solve the issue of the update causing her WiFi to no longer be working and also "finding" damage on her phone that she did not see it had damage. For all we know, the phone doesn't legitimately have damage.

Phone insurance has caused these companies to be less accountable. Especially Samsung with it comes to their high end products.

[realaud]

From what I have seen, Samsung is really notorious for finding "damage" when it comes to having to do something under warranty. As I said, if it were me, I'd have just waited for the repair place to get the parts, it was likely to take just as long as sending it out to Samsung, and thus the OP would still not have wi-fi for a period of time, but at least they'd have use of their phone.  If the phone is actually no longer under warranty, which is the implication of Samsung's statement (once they turn down a warranty repair for "damage", any further warranty is void), they can take the phone any place they want.  If the issue is, regardless of whether the phone is under warranty or not, that the update "broke" the phone, it should be a covered repair (even out of warranty). The OP should think about small claims court for the cost of the repair.  Bottom line is the wi-fi was working before the update and was not working after.

[pattywog]

Yup...I should have just told the rep at the repair store I would wait, hindsight 😞

[Dan2023]

As far as the wi-fi goes, try 'reset Wi-Fi and Bluetooth Settings' in Settings.

[pattywog]

Dan....you are 100% correct. I should have carried insurance on it, sadly it was a transfer phone from one carrier to another, and being a few years old combined with the fact I had never experienced anything like this with Samsung, I made the wrong choice. That being said, as I stated, the phone was completely operable with NO issues prior to the update. Coincidentalky after the updat it began having issues ONLY with the WiFi.. and now they are claiming the phone is damaged outside the warranty? It just doesn't add up.

[realaud]

Just make sure that you get *your* phone back even if you choose not to repair it (I wouldn't), not someone else's.  Many times they don't actually repair your phone, but replace it with a refurb.  This happened to my sister twice, she had a specialty color and both times, she got back a black phone - same with her camera.  I'd also take it back to the place that "didn't have the parts" and ask them to get them (assuming you can live without wi-fi) and only have them repair that item. Those other items don't appear to have anything to do with why the wi-fi isn't working.

[younameit]

I agree the last update is the worse. Nothing like trying to drive customers and users away. I would never recommend Samsung to anyone in thier right mind. This latest so called update that was forced on us, is nothing but a sellout to Google and its AI. I can do without this **bleep**.

[Hawkeye153]

Concur Samsung Customer Service is ineffective.
All they know how to say is "WE SINCERELY APOLOGIZE"

For their incompetentince!