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Constellation

Warranty Repair

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How long does the warranty replacement take? Sent my phone in for repair 5 weeks ago. The repair self tracking link doesn't work and I don't seem to get status update unless I call. Even then it takes a couple days to receive some info. Phone was delivered to the repair site in TX on 11/14. Got an email about the repair being on hold for parts on 11/15. Then got an email about the phone will not be repaired and an ENR swap on 11/16. No updates after that until I called in two weeks later on 11/30. Someone said the ENR turnaround time was 2 weeks so I should be getting an email update very soon with a tracking number for the replacement. That email never came. I called in again on 12/10 and was told that the repair exceeded the usual time frame and it was being escalated. They gave me an escalation reference number. On 12/14 I received an email with a new repair ticket number stating that there's a new request to exchange the phone under warranty. Crickets ever since.

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Samsung Moderator
Samsung Moderator

Re: Warranty Repair

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We apologize for your experience. Please send your ticket number to this PM Link.


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.

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7 REPLIES 7
Samsung Moderator
Samsung Moderator

Re: Warranty Repair

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We apologize for your experience. Please send your ticket number to this PM Link.


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.

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Username
Constellation

Re: Warranty Repair

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*Update* I received the phone today on New Years Eve. So it took a total of 47 days to replace my phone thru the warranty process.
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Ruthnessa
Constellation

Re: Warranty Repair

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This is the same thing that is going on with me. They receive my Galaxy tablet 10.1 A on 12/12/18. And I got a email on 12/13 that Is was going to be put on hold. I called waited a 30 mins told it was going to be escalated. Been calling and still getting the same BS answer it is now 2/6/19 and a still don't know anything about it. I'm beyond frustrated and I was told 7 to 10 days tops. All this to replace a screen. Come on how long do is take for a part to come in? I was told I would just receive a replacement because I have been waiting this long once and it was never mentioned again. Then I was told they would call me the next day to give me a recap that was a week ago. MY Ticket # is 4149003598. 

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Anonymous
Not applicable

Re: Warranty Repair

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it looks like even after 2 years their process hasn't changed. This year they also got my money for the S10+, but definitely won't get my money again for next Galaxy devices.
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usercbcBZnB0Pj
Asteroid

Re: Warranty Repair

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They have lost my phone and so far aren’t willing to replace it or even refund me. This was after a week of them putting off telling me the truth and giving me 1000 excuses. Beware!

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Samsung Moderator
Samsung Moderator

Re: Warranty Repair

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@usercbcBZnB0Pj Can I please have your ticket number in a private message: http://bit.ly/2JH2rq2

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usercbcBZnB0Pj
Asteroid

Re: Warranty Repair

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Sent

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