10-23-2017 08:03 AM
I have a Note 8 that I have been very happy with. It's 20 days old and last night while using it just went black. When plugged in to power there is not LED or any sign of life. I performed troubleshooting steps for soft and hard resets with and without power cables. I've tried 3 different power cables and cords but nothing. I charged overnight and still nothing. Completely dead. Phone still looks brand new because I bought a rugged case for it. I've treated it like a newborn baby so it must be defective.
I called Samsung support this morning who walked me through all the previous troubleshooting I've performed and confirmed that the phone is defective. Because it is only 20 days old they created a ticket for me and told me to call ecommerce department @ 855-726-8721 and give them the ticket number and they would replace the phone.
Called ecommerce who was happy to help me and all was well until the end of the phone call. I was told that within a week I would get an email with instructions and a label to send my phone back and within 15 days I would receive a replacement phone. I said WHAT!!!
When I purchased the phone I payed for expideted shipping and had it within 3 days. It's 20 days old and defective and now I'm told that it will actually be 3-4 weeks before I get a working phone again. This is the only phone I have. I had to go to a family member's house to call them 3 times for this info.
There is no escalation path available. Support can only support me. ecommerce can only put in a request via internal communication to a returns team and this is the returns team policy. You can no contact the returns team. You can't escalate to anyone because they are all different departments that have no communication with each other. I can't even call the corporate office to complain because they send you back to support. Everyone I speak to understand and they would be frustrated to but can't help me. Even Samsungs employees don't agree with it but can't do anything or put me in contact with anyone to complain.
So now I sit here waiting for what could be a week before I even get a communication from the returns team to get a working phone. I had the note 7 and lived through two replacements before they took my phone. I even stayed with them and bought the S7 edge. Traded it in for the Note 8 because I had faith in the company. After my experience today it is gone. I'm speechless at the lack of concern about me the customer and the attitude that this is our process sorry and you can't complain.
I would return this phone for an iPhone but I already bought a case, wireless charger, memory card and DeX station.
When I bought my phone it said I could get a wirelss charger or cameral but when I called to inquire they said I missed it by a day. Now I see it's still there if I bought a new phone.
My only experience with Samsung customer service and it will be my last. Next time I will go back to an iPhone where I can get real support from people that seem to care and I can talk to.
In this competitive day I can't beleive that Samsung doesn't care about their customers, has segmented departments in to different silos with no communication and doesn't even provide a place for customer to complaing about a process. If I have no way to complain how will they ever know something is broke.
I was mad but now I feel hopeless. I hope I don't have an emergency that will require me to call an emergency service because I don't have a phone. If something does happen and I survive maybe I could sue Samsung.
If anyone has any suggestions for me to help with this situation or some secret to fix the phone please let me know.
12-27-2017 02:40 PM
Unfortunately this is not the answer to your question. However I'll try to exhaust the charge on my battery to see whether the flaw also exists on my phone. Hopefully mine is not flawed. Thank you for your post.
12-28-2017 09:21 AM
this is samsung in general, i got a samsung vacuum robot it went down within 2 days, I called support, they said the same thing, send it to us, we fix it. I am like, WHAAT??? it is new, I need a replacement, I said. But they didn't offer a replacement, only repairs. luckely, I bought it from Amazon, I called Amazon, and explained everything. Guess what? I got a completely new robot next day!
So my point is, yes, samsung's customer service it awfull, just dont deal with them directly.
Good luck with your phone.
12-28-2017 07:24 PM
This is unbelievable. what you have experienced with Samsung support I have the same exact experience. My reaction was exactly the same as yours. How is this possible in 2017 for a company of this size to have such poor customer service, so disorganized so disconnected that one Department can't even transfer you to another department. I am having similar power issue with the Galaxy S8+.
Sometimes if the battery dies and I plug it into the charger the phone stays blank and does not even start to charge. Sometimes I have to try three different Samsung Chargers before I see any indication that the phone is actually charging. If this is a known issue by Samsung then why haven't they issued a recall or have a better exchange system in place to facilitate customers like us.
My encounter with Samsung customer support can only be described as atrocious, below standard and display a lack of appreciation for its customers and for the general reputation of the company. Anybody who is running this customer Outreach and support department should be fired. Again that person needs to be fired. As soon as I get this phone replaced it will be sold and I'll buy a Google pixel 2 phone