I have the Galaxy Z Fold 7 and recently dropped it from a height which resulted in the hinge getting damaged which ended up also damaging the inner screen and a cracked camera lense. I ordered the phone from Samsung and at the same time, paid for Samsung Care+ with theft and loss tier 4. I submitted a claim and shipped it off. it took a week for it to get delivered to the dock. It has now been 2 weeks since I sent shipped my phone off and without a phone which I need for work. There has been no communication and when I check the status online, it just says device received. That tells me ok, it was delivered at the dock and for all I know, could still be sitting at the dock. I called and after spending 10 minutes arguing with the automated system, I finally got ahold of a live agent who I could barely understand because he is not fluent in english. He stated it can take 2 weeks for repairs to be made
I completely understand it can take multiple days to repair a device. I'm perfectly fine with that. However, people need their phones. What I'm not ok is the fact that Samsung is so cheap that they wont even pay for overnight shipping or even 2 day shipping knowing that it can take 2 weeks to repair a phone. Also not ok with the fact that there is no communication. When I check the status of a repair, I should be able to see a list of all the interactions with my phone. I should be able to see that a tech is now diagnosing the issue, I should be able to see if a part has been ordered and its currently sitting idle until the part gets there. I should be able to see that if it's a multipart repair like in my case, what stage they are at. Like if the hinge has been completed or they have finished working on the camera lense etc.
I'm assuming that once my repair has been completed and i receive it back in hand, it will have been about a month which is unacceptable. I have been a life long samsung device user/owner. I have had nothing but samsung since the Galaxy s4. This is the first time ever that I'm considering switching to Apple. After hearing Apple users and their experience with Apple Support, it makes me wonder why a company who is a direct competitor to Apple has such a horrible service such as Samsung Care+.
I will be cancelling my subscription to Samsung Care+ and after my phone is paid off, might unfortunately be leaving the Samsung Community. I honestly can not recommend anyone getting Samsung Care+ unless they do a complete overhaul with the way it operated and handles claims.
