I had my Galaxy Watch Ultra serviced about 7 weeks ago. It was delivered back to me with the PBA replaced on Feb 12th. This is when my nightmare started.
The watch has a small chip in the bezel where it is clear the technician chipped it when prying apart the frame to get to the board. Okay, no biggie, stuff happens. But I'm VERY **bleep** about the condition of my tech. Cases upon cases upon screen protectors.
So I call Samsung immediately to "open a claim" to have the bezel replaced... Holy cow... I was VERY clear this was done by the technician. Small chip in an obvious pry spot and the delivery box by UPS was in pristine condition. Samsung claims they HAVE to open with UPS in order to "start the investigation" and here's where the **bleep** begins. This was on Feb 13th. Ive been told by 4 reps it will be another 2-3 or 5 business days tops for UPS to respond to the claim.
The last time I was told this by a Service Center technician directly. I say "so when UPS doesn't respond in 5 days, what happens then?" He was admant they would and that theres nothing else they can do (A Samsung REPAIR Center has no policy in place for damage done by the employees?!?!) - so today marks the 6th business day. I call back, was told "you just need to wait". I ask " how long? At what point is the deadline for UPS to respond", agent says again "you just need to wait". He offers to transfer me to the Service Center since they were the last ones to tell me 5 days (which is also in the notes that the current agent can see) and they REJECTED the transfer?! Due to me already being told to wait 5 days, despite it being past that deadline... Apparently customer service can just say " nope, don't wanna deal with this today." So I say, okay, Illcall UPS. See if I can get clarity on why they're not responding to the claim. Asked the agent before hanging up, under what information would the claim be under for UPS. Agent says the tracking number it was delivered with. Okay, that makes sense.
Drumroll... Called UPS.They verified tracking number was the package in question (via delivery date/receiptient address) but there is NO claim (neither loss not damage) open under it!
It is now officially 1 month since the start of this and I have zero answers other than "twiddle your thumbs and wait". Also asked the agent where I can find the FULL policy for the " UPS CLAIM" portion of the repair Center and was told "I'm just a technical support agent, I don't know that you'd have to speak to the service Center". I said they wouldnt take my call... So is there a legal department I can speak to. Told, " there isn't any department like that I can transfer you to"... So Samsung has no legal department AND no policy for employee damage. Good to know...
I normally wouldn't mind an extended wait but the Service Center rejecting the transfer since they KNOW based on visible notes they're in the wrong very much rubbed me the wrong way and I do not trust Samsung to follow any actual procedure moving forward on this issue. Ive been a HUGE Samsung fangirl for over a decade. Strong advocate even if their products have become a bit over priced. But this entire ordeal has left such a sour taste in my mouth. It's like finding out Santa isnt real all over again ๐
What are my options are this point? Anything other than suing Samsung in small claims? I dont mind the Small Claims route, it's a fairly painless process but looking to see if anyone has dealt with this before first.
***UPDATE*** from about 48 hours ago:
(I unselected the mod post as the solution since none was reached)
The current status of this is I am waiting for the photos the technician took prior to starting service as a NEW customer service rep this weekend told me there IS a policy in place for when q technician damages a device so the original tech I spoke to was clearly lying and attempting to deter me from following this procedure. Possibly they were the technician that worked on my device and damaged it as I can see no other reason for doing such a thing. I was told the technician before/after photos should be received early this week and then I can move forward with my Samsung Service Center Technician Damage Claim.
It's now been 72 hours and I have unsurprisingly not yet received the before/after pictures promised to me to move forward with the Technician Damage claim. At this point I think I will open a complaint with the BBB and look into the local news reporters as well as Samsung Corporate
We are so sorry to hear that you are having issues with getting your watch repaired. We are more than happy to take a look at your ticket for you. Could you please send me or any of the mods a private message with the following information so that we can look into this further for you?
I'm not sure why this was selected as a solution since it's ABSOLUTELY not confirmed that Samsung Customer service will be any help given I've been dealing with them for over a month at this point.... Looks like the mod decided themselves that a basic "well look into it" is a solution after less than 48 hours of posting ๐คฃ - for transparency of other readers in my position I have NOT yet responded with this information to this mod and have no received any further help on this topic.
More shadiness on Samsung's part it seems to try and absolve themselves of liability.
I went ahead and removed it as the solution. Well see if it happens again.
