I don't know why my previous post was deleted, but here it is again.
I was a loyal fan of Samsung products, from appliances to cell phones.
As I always do when they release a new phone, I placed my preorder on Jan/21. The phones was working fine until this last Sunday 07/11 when I noticed my phone had no signal or was switching from Full to none,zero,nada.
I went to ATT, purchased a new SIM card and nothing. Put my wife's SIM card on my phone and it didn't work, put mine on hers and it worked.
Did a network reset and nothing. Performed a Factory reset and nothing. same issues.
Next day, I decided to call Samsung and it was when my nightmare started. Talking to a Samsung "expert" care+, they suggested that I speak with Samsung Premium Care since I pay for the service. By afternoon my replacement was approved free of charge. Around 7pm i got an email from Samsung Premium Care asking to contact customer service. I did and I was informed that they didn't have a replacement for my variant (S21 ultra 5G 521GB) or have been receiving this model from Samsung. They informed that the replacement could take 5~15 business days to arrive or could never arrive and they suggested that I contact Samsung to check for other options. I did, I called again Samsung Care+ and i was informed that I could take to a service repair center an get my phone fixed. I went to a UbreakIfix near home, after 3 hours I was informed that some parts were replaced and it didn't work, my phone was a no fix. Called Samsung again and again I was informed that I should try another UbreakIfix location. Well, I did, drove 50 minutes, waited 5 hours and the results were the same. The technician even brought me inside their lab, showed my phone open with all the new parts plugged into a PC and told me my phone was a NO FIX. They gave me a ticket number and mentioned that I should call Samsung my provide with the ticket number.
So, I called again, and again they said they couldn't do nothing but offer to send my repair to their Samsung repair center where (words used by Samsung agent) - Were our engineers are better trained and could fix your phone- and wait 15 DAYS + 4 DAYS FOR SHIPPING or I should try again with Samsung Premium Care.
WHY? Why would you do that with your customers Samsung? Why would you waste my time sending me to 02 UbreakIfix "if you think" your engineers are better trained than the ones from your list of "authorized" repair centers? Why it has to be so difficult and time consuming with you?
It has been 6 days and around 5H33M on calls going back and forth between Samsung Care Pro, Samsung Premium care and UbreakIfix and here I'm no phone working, no solution for my problem.
I used to see a lot customers complaining about Samsung customer service and I always was like... Nah, this is not true... but now I see it is.
A problem that any other company would resolve is hours or days, Samsung is turning into a nightmare. My phone is under warrant, I pay for a insurance from Samsung that does nothing besides charge my card every month and here I am.
Is that fair?
I look forward for help and resolution to my problem before seeking help from a consumer protection agency or other assistance.
worker customer service rap that's it