I am a North America (USA) customer. I love Samsung products and her spirit of innovation.
BUT SAMSUNG PREMIUM CARE IS TOTALLY BROKEN. The integrated systems between SAMSUNG and ASURION are truly BROKEN.
Here is the story:
0. I filed a claim for a damaged screen on SAMSUNG Galaxy Note 10+ 512GB . Asurion (Samsung outsourced to this company) sent me 256GB instead. Also, the device they sent had a serious defect with its call quality. It echoes crazy on any phone calls (Make sure Asurion does not rip you off). So, I switched back to my damaged phone and reported this wrong model/defect to Samsung Premium Care / Asurion. Now, suddenly they are asking me to 1. upload the purchase receipt and 2. send the screenshot of Samsung Premium care welcome email that I received when subscribing the first time.
1. Uploading receipt: The website for uploading receipt does not allow me to upload, but displays a phone number to Asurion Service. So I made a phone call to the number. The Asurion agent then asked me to email the receipt to their service email account(email@example.com) with a claim ID and my phone number in the subject line, which I did. But they said it did not go through the next day. I made another phone call and emailed it again, which failed again. I asked if there is any other email address that I can use. They say that's the only email account that can work. No one knows how to deal with it and the agents and I both got stuck at this point.
2. Send the screenshot of the welcome email from Samsung Premium care: The welcome email says "Welcome [blank], ". There was no mention of my name in the email (just a comma without my name). Something seemed to be broken. Asurion says, that would not work and asked me to contact SAMSUNG Pro, which I did FOUR TIMES WASTING precious 5 HOURS on the phone. Do you know what they did each time? FORWARDING ME TO THE Asurion customer service who again says to contact SAMSUNG. INFINITE LOOP. I AM STUCK AGAIN.
I paid more than 9 times for the monthly subscription (more than $100 total) and THEIR SYSTEMS HAD NO PROBLEM GETTING MY MONEY MONTHLY. BUT WHEN I NEED THE SERVICE, THEIR SYSTEMS DO NOT HAVE MY RECORD!!!!
So I made another call to SAMSUNG PREMIUM CARE and CANCELLED my original claim BECAUSE I WILL BE STUCK ON THIS VICIOUS CYCLE OTHERWISE. I would rather live with broken screen than have a mental breakdown over this ridiculous company system.
Do you know how easy it was to cancel my claim? "INSTANTLY". They were so happy to drop it. SO FAST WITH DROPPING THE CLAIM, WHILE IT TAKES ME NOWHERE TO GET MY DEVICE FIXED!!!!
I wonder how this poor system could be even allowed to be deployed? Is there a fundamental issue with SDS (Samsung Data System)? Or does this reflect the inherent inability of the CEO's (JY)? I have seen this type of poor customer service over the past decade. As a former employee of Samsung, I am truly concerned.
- samsung premium care