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userCcjMjIP0Co
Constellation

Warranty For Gear IconX

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As everyone knows now... the Gear IconX's are flawed.  The left earbuds just stops working anywhere between 6 to 10 months.  Luckily Samsung provides a one year manufacture warranty... so you think!  I called Samung to have my Gear IconX's replaced due to the left earbud malfunction.  They sent me a mailing to the pair that were malfunctioned repaired or replaced.  When Samsung recieved them I was sent an email from Samsung stating that my IconX could not be repaired and due to a shortage of inventory in the Gear IconX's, they were sending me the Galaxy Buds and sending a seperate partial reimbursement check in the amount of $80.  One would think great at least they are doing something... hold on!  When I recieved the Galaxy Buds there was a card from Samsung stating how much the apologize, how they hope that I enjoy the Galaxy Buds and they were sending a seperate partial reimbursement check in the amount of $80.  I waited a week, no check.  I called Samsung and was told that I should recieve the $80 check in 3 business days.  I waited four business days and no check.  Called again and told that they were escalating my issue to a supervisor and a supervisor should contact me in 48 hours.  I waited another 6 business days and called again to have the customer support person tell me that the reimbursement was only $2.  Of course I surprised.  Side note: the Galaxy Buds are horrible!  So I requested that they send me another shipping label so I can return the Galaxy Buds and get a full refund in which I was told "I will escalate it to the finance department!"  I wonder how long that's going take.  To date I have been dealing with this for a little over a month.

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Samsung Moderator
Samsung Moderator

Re: Warranty For Gear IconX

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Oh no, I'd be happy to look into this for you. Mind shooting me a private message here with the most recent ticket number you have?-->http://bit.ly/2igAXKH


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3 REPLIES 3
Samsung Moderator
Samsung Moderator

Re: Warranty For Gear IconX

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Oh no, I'd be happy to look into this for you. Mind shooting me a private message here with the most recent ticket number you have?-->http://bit.ly/2igAXKH


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.
Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

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userZQxOpqhf3O
Asteroid

Re: Warranty For Gear IconX

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Good luck getting that refund.  I've been waiting on mine since February.  Samsung has promised a visa gift card...never came.  Then twice they have said they will send a check.  Still don't have it.  I'm waiting on a call back from them right now.  Supposed to be today, but it's 5:35 so I don't think they'll deliver on that promise either.

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userlRrOeMf1JH
Constellation

Re: Warranty For Gear IconX

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Very similar ordeal to mine. Backed up on inventory. Because of it, I requested I be refunded in the original amount I paid for the item. Finally received tracking and surprise, another set of headphones that also broke within 2 months of ownership (tried to reach out to Samsung to return them for the gift card I originally requested, didn't work out). Approx. 7 phone calls later, I have the same ticket number and request via text to send proof of purchase to Samsung via email. I did so on 8/20/19.

Samsung has yet to respond in any way.

 

This service experience has deterred me from considering Samsung as an option for future phone, laptop and appliance purchases.

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