Warranty issue - S24FE with care + plan

[Dejavou42]

I've had several issues with Samsung since purchasing my S24FE last year. I am to the point where I will likely never purchase anything branded Samsung again. Here is the issue I am having with warranty:

Just before owning my Galaxy S24FE a yaer, the microphone and bottom loudspeaker stopped working properly Samsung said that I would have to visit a service center for repairs or mail the device in and wait for 2 weeks to get my device back. 2 weeks without a phone isn't feasible for anyone. Unfortunately, both service centers required a Samsung claim # before they could repair. One service center said with a claim # they could fix the microphone, but the speaker was unavailable from Samsung. So i called Samsung back and escalated the issue to a supervisor. They created a ticket and said i would receive a callback in 24-48 hours. I waited the full 48 business hours with no return call. I called Samsung for them to inform me the ticket had been closed because my device was still under the manufacturer warranty and Samsung Care Plus (servify) could not start a claim. They suggested that i return to a service center and I reiterated the need for a claim #. At this point i created a conference call between the local UBreakIFix and the Samsung rep. The UBreakIFix rep explained that the Samsung system forces all claims for a phone with Samsung care plus to go through a Samsung care plus claim process regardless of manufacturer warranty. Otherwise, the case never gets paid to UBreakIFix by Samsung. Samsung stated that they could not file a claim with care+ because the device has no physical damage. (Donut hole limbo) Finally after a Samsung supervisor consulted with the care+ team (servify), they found out that the original 1 year warranty was now expired in the weeks they were giving me the runaround. So good news, they could now give me a claim number for a local service center to do the repair! Luckily the UBreakIFix was on the phone, and he verified that if Samsung doesn't have the parts available for repair, i would have to pay $99 to receive a replacement when this should be covered under manufacturer / extended warranty. If Samsung cared about customers, an advanced replacement should be the go to option in this case IMO.

Is there some magic warranty department that can actually resolve this reasonably? I shouldn't have to pay a $99 deductible for a replacement phone just because Samsung does not have the parts available for a repair center to complete a repair when I've paid for the extended warranty / Care+!

[MrGhoul]

The $99 is a service fee / deductible that you must pay regardless, in order to get the replacement phone.
https://www.samsung.com/us/support/samsung-care-plus/

[Dejavou42]

Thanks for the reply. That is incorrect though. Both issues are covered under the manufacturer warranty and extended manufacturer warranty.  I believe you are looking at ADH repair or replacement whereas this is under mechanical breakdown $0. UBreakIFix can fix both if the parts are available. The Microphone / charge board is available and in stock and can be repaired without a deductible fee . UBreakIFix will try to submit a special order request for the speaker, but because it is not showing as an orderable component, they will likely have to revert to a device replacement. If I accepted that solution, Samsung care + would charge the $99 deductible. 

[meself]

I believe @MrGhoul has right information with other insurance i.e assurance there is deductibles also

[Dejavou42]

It would be correct for insurance (accidental damage or handling) ubreakifix has verified that this is a warranty issue. Even samsung support initially declined to create a care+ claim because there is no damage to the device.

[MrGhoul]

I recommend reaching out to a community moderator, they may be able forward your issue to the proper department so they can escalate this for you. Tap on my profile (Mrghoul) > then tap on "following" > then tap on community manager moderator to send a direct message to them.
Hope this helps you. Good luck.

[Dejavou42]

Thank you for that advice! I reached out to the community manager.

[Tipp1320]

Thank you for sharing.