JUMP TO SOLUTION Solved

Original topic:

Frustrated with poor repair service

(Topic created: 03-16-2022 10:44 AM)
Options
Galaxy S21

I sent my phone in for warranty services. S21 ultra 5G. They cancelled my order and proceeded to send me my phone back with no back. Like exposed battery and all. And they didn't even fix it!! So I call customer care they then lied to me and charged me 300 dollars and told me it would be monthly not all at once.  So samsung then told me they were sorry and had me send it back in. 3 days later it was once again canceled. Now I'm still without my 1200 dollar **bleep** phone and still haven't even gotten it back. End  results are samsung tells me that they will not repair my phone which THEY DISASSEMBLED IN THE FIRST PLACE. THIS COMPANY IS A JOKE. 

9 Replies
TeteVirgo
Comet
Options
Galaxy S21
Excuse me but what exactly is warranty services? I been with Samsung for years and I have never ever heard of that before
0 Likes
Reply
Options
Galaxy S21
Excuse my wording I just meant the phone was new and under warranty. The problem I sent it in for was unresponsive screen. Which is covered by samsungs manufacturers warranty. Supposedly.
0 Likes
Reply
Options
Galaxy S21

Also just want to throw out there I spend thousands of dollars every year on samsung tech. Watches, galaxy buds pro, phones, curve tvs, ect. I was extremely excited when I unboxed my s21 ultra and love the device. <edit> The customer care call center Is a waste of time and everyone "is here to help and assist" and "solve my problems," when half the time they transfer you off to some random department,, just to get you off the line, where you then have to explain yourself 10-15 times to 10-15 different people who all fail to notate anything about your conversation so that others can be up to date instead of making the customer repeat themselves to the point of not even wanting to deal with them

0 Likes
Reply
PaperStation
Supernova
Options
Galaxy S21
This one time I sent in my trade in. The phone was in perfect condition the only thing was that the screen protector had a crack but not the screen it self. I was too lazy and didn't peel the protector off. Sent it in and sure enough they denied my trade in and said my screen is damaged and does not work with a picture. I had to tell them to examine it again and just take off the screen protector. The sad part they didn't even attempt or take time to power the phone on they just said it was dead cause they see a crack... so shortly after that replied that the phone was good and gave me my credit back.
Options
Galaxy S21

They told me that they couldn't verify the imei on my device. I provided it for them. They said no it had to be on the device where they can verify it. So I said why would I send you a 2nd 1200 dollar phone to be fixed and where would I have even gotten it. I argued that if you would just spend the 30 seconds more and plug in one of the dozens of s21 screens that I'm sure you have and turn it on? Either way this is the same one on my receipt so why go through sending it back and forth through ups (which cost of shipping back and forth to me has now cost them well over the price of the phone repair. )
Funny thing is that the imei was ON THE BACK OF THE PHONE. YOU KNOW THAT CRAZY LOOKING GLASS STUFF ON THE BACK THAT YOU FORGOT TO PUT BACK ON? <edit> I most definitely would have just sent it in elsewhere if I knew all this would happen. And lastly I asked if I was paying would you even look for an imei. Answer was no. How is any of this ok or legal?

0 Likes
Reply
Options
Galaxy S21
All I wanted was to fix my phone. The option of paying for a repair wasn't even offered I had to bring it up
0 Likes
Reply
Options
Galaxy S21
Which according to them will take yet another shipment back to samsung. Whenever they decide I can have it back I guess it's been well over a month
0 Likes
Reply
user6jzvdpSxxW
Astronaut
Options
Galaxy S21

I sent my phone for repair a month and a half ago. Samsung Repair canceled my ticket then never contacted me back. I have called in over 50 times to get my cell phone back and they have not once responded. I feel like this is a HUGE SCAM by Samsung. My ticket has been escalated 4 time now for a "Manager" call back and still I have heard nothing. I am currently on a call escalating for a 5th time because that's all I can do at this point. I started recording my calls and saving my chats with Samsung for my protection and needless to say I have calls recorded with them flat out lying to me. If you've sent your phone in for repair I suggest you do the same because you have a long road of lies ahead of you. Maybe if there is enough people getting scammed we can all band together and file a lawsuit.

0 Likes
Reply
Solution
Samsung_Moderator
Community Manager
Community Manager
Options
Galaxy S21

Good afternoon, and thank you for reaching out. I can certainly understand your concern with repair not going as expected. As this is something the community members wouldn't be able to assist with, I would recommend reaching out to our moderators directly so we can assist you in forwarding this to the appropriate team. This will allow us to get you the best resolution.