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userghuzngBWWQ
Astronaut

Re: Track a repair status

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Ok for a good 30 minutes I thought I was doing something wrong, but it looks like we all have the same issue. Shoot if read ur label it doesn't even go to Samsung itself. I'm in Texas and searched for local Samsung help centers but got none. To my suprise I sent it to Plano Texas after having such a difficult time with customer service. Honestly seems like that skit from Dave Chappelle (Pop Copy) when you in. Anyways can' view any details don' think I will but someone keep updating ur results haha

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userYd0nMge6UF
Constellation

Re: Track a repair status

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I purchased my Samsung Galaxy S6 in February of 2017 from amazon and I was told that there was a one year warranty from the date of purchase. In March I received an error that the temperature of my battery is to hot and cannot charge. After googling a solution multiple people stated that all I needed to do was hit the power button + the home key + the volume down button and restart the phone and it should work with no problem. I did that which worked for about a month or so and then the system started to freeze up, get hot, and not work properly. I did some more research and tried resetting the phone, cleared the cache partition, and completely reinstalled the OS using the tool provided by Verizon for Samsung devices. After all of this troubleshooting on my end I decided to call into Samsung in December. The person I spoke with requested a proof of purchase receipt which I emailed into the Samsung team that day. I waited months checking both my email and the Samsung ticketing tool which did not show any records of a ticket on the tool. I decided in April to call in and follow up with customer service to see what the heck was going on with the ticket and find out why it was taking so long. The customer service rep stated that the ticket was closed out stating that they needed additional information. I received no notification on this at all and demanded a manager. After being placed on hold for multiple minutes they woman got back on the phone and told me that she would repair the phone with no charge to me and would even expedited the repair since i have been waiting so long. The ticket was opened on 4/2/2018, the phone was shipped to them using the UPS 2nd air label that was email to me on 4/4/2018, and on 4/6/2018 my phone was received by the repair center. On 4/6/2018 I called into the customer service department as directed by the woman that opened my ticket on 4/2/2018 and requested an expedited repair which they said will be processed on 4/9/2018 my ticket was placed on hold pending a @$593 charge so I called back into customer service to inform them that this was supposed to be free of charge. The stated that they would process the FOC approval and I should have my phone back by Friday 4/13/2018.  I kept checking the ticket status over the next few days and there were no updates at all. I waited until Monday 4/16/2018 before calling into customer service and i was told that they would be sending an email to expedite this repair to the repair center and to wait 48 hours to receive an update.  48 hours go by and no update so I contacted customer service again, at this point they transferred me to the case management team. The case management team told me that they were going to email the service center and I needed to wait another 48 hours but I should have my tracking by Friday 4/20/2018. Friday comes around and still no update to the case so I contact the case management team again and the rep I spoke with told me he was going to send another email to the service center and if I did not hear back on Monday to contact the case management team so customer accommodations can be made. Monday rolls around and still no update in the ticket, so I call in, I had to call in a total of five times that day alone, I was on hold for twenty minutes twice waiting for a manager and was hung up on twice, I finally spoke to a supervisor from the case management team and he PROMISED that I should have an update in my ticket by Wednesday 4/25/2018(Another freaking 48 hours). I call back in on Wednesday because there is still no update in the ticket and was placed on hold for 55 minutes waiting for a case management supervisor!! I disconnected the call and called again. This time I spoke with a case management rep on shore that stated she was going to fill out a form that would go directly to the repair specialist working on my repair and to wait another 48 hours. This morning I received an update stating that my ticket is being placed on hold for parts. So my expedited repair that I was told would only take 3-5 business days to complete will not be getting back to me anytime soon. The lack of information shared between the team and the candid "wait 48 hours response" gets really old really quick. I do not recommend using this repair option through Samsung unless you absolutely have to. 

 

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userUo8kR13FrZ
Astronaut

Re: Track a repair status

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And it is still down. I hope to God I never have to deal with Samsung ever again. I have gotten a completely different response from each person I have talked to. No one knows what they are talking about. I was told a shipping label would be sent to me to send my phone to Samsung but did not receive one and had to pay $64 to have it shipped two day as instructed by Samsung. So much for a warranty.

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userJKeIF1ptPn
Constellation

Re: Track a repair status

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The Service tracking link is still dead. Is there anybody in Samsung that looks at these email templates or cares ? becuase the email still says click on right to track the status online .Sumsung has a terrible customer service complemented by this terrible portal. 

 

You can't track your repair.

If you rasie a service request they don't take any action on that, so you will have to call 100% of times, Don't waste your time on there portal.

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Re: Track a repair status

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@userJKeIF1ptPn I'm so sorry to hear that you're having an issue tracking your repair. I'll definitely forward that information so that it can be fixed. In the meantime, if you would like to send a private message to us at http://bit.ly/2n71OsS with your Samsung ticket number, I'd be happy to look up the status of your repair for you. 

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userEiDv9kUjj0
Constellation

Re: Track a repair status

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Your link to track repairs hasn't work for at least 2 years now - maybe never.  Also you email a dead link for an ap (an ap is really handy btw for people that don't have their FREAKING PHONE!)

 

The online chat guy couldn't track it either so I guess they don't have a link either - or there maybe never was one.  

 

This is the DEAD ap link

 

https://play.google.com/store/apps/details?id=com.samsung.cares&feature=more_from_developer#?t=W251b.....

 

The point is - why keep sending out this email for the last two years when you know it doesn't work ?   Or maybe make an actual tracking website that does.   

 

I'm not a phone manufacturer, but I could write you a tracking website that would function perfecly.   This would take me about 20 minutes and solve this GLOBAL problem.

 

Also - quit responding that you are looking into it - You're not.   Just say so.

 

 

 

 

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user0rPSHQ5caU
Constellation

Re: Track a repair status

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"Dear J---- D----, 


We received your Samsung SM-R765TDAATMB on 8/16/2018 at 1:38 PM EST.
Service Ticket Number: 4xxxxxxxxx

For real time repair status, please click the Repair Self Tracking button on the right.

If you have any additional questions, please call us at 1-800-SAMSUNG and reference Ticket Number: 4xxxxxxxxx
."

 

*Proceeds to click on "Repair Self Tracking button" link to the right of email body*

Link Address: [http://www.samsung.com/us/support/service/tracking]

 

*Immediately redirected to: [https://www.samsung.com/us/support/service/] Man Mad Smiley Mad

 

From reading back through this thread (dating over 1 year old!), I'm shocked that Samsung STILL has not resolved this issue, much less continues to send out status emails directing folks to track their repairs online, even though you all are fully aware/acknowledge that this problem exists. But, then again, I can't say I'm too surprised given the run around I had to go through after I decided to switch from the iPhone to Galaxy line. Products are generally great and cutting edge, but my God, the service and after-sales support is atrocious; you all ought to be embarrassed!

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Joeysargent
Constellation

Re: Track a repair status

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Not solved! Now on my second repair trip for same device and now have received two notifications on these repairs that offer bad links to services or apps you don't have. Since this is obviously a year long issue it is disappointing that Samsung has not fixed the issue.

Also, why spend so much money and time on "repairs"? If it comes back in 2 times then just send a new device or something. Obviously you have hardware of software issues.
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Re: Track a repair status

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@Joeysargent If you'd like some help tracking your repair, I posted a link for private messages previously. You can use that to send us your ticket number and we can look it up for you and keep you posted about your repair. 

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Joeysargent
Constellation

Re: Track a repair status

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@SamsungJecca

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