My Samsung Support Experience

Discussion in 'Alternatives to iOS and iOS Devices' started by Channan, Sep 2, 2016.

  1. Channan, Sep 2, 2016
    Last edited: Sep 9, 2016

    Channan macrumors 68030

    Channan

    Joined:
    Mar 7, 2012
    Location:
    New Orleans
    #1
    I bought a Galaxy S7 Edge back in March, but recently the "paint" on the home button started peeling off. I thought it was something stuck in the home button, so I tried picking it out and more of the paint flaked off.

    It didn't seem to hurt anything. The home button and fingerprint sensor worked, though I was afraid if got any worse that the fingerprint sensor would stop working reliably. The main issue, though, was that it was just extremely unpleasant to look at.

    I never dropped the phone or damaged it in any way, so I contacted Samsung support and explained the issue. The rep stated this would be covered under warranty and emailed me a shipping label to print out. I did and brought it to UPS. I had to spend $9 on packaging because I didn't have any boxes or bubble wrap.

    Samsung got it Tuesday morning according to the tracking number I got, then today I get an email stating the repair cost for my phone changed from free in warranty to $65+$5 tax out of warranty.

    I called Samsung support to find out what the deal was. The rep I got put me on hold for a few minutes to find out, then came back to tell me the technician said it was physical damage and not covered under warranty, and I would be charged for repairs. I said I never damaged the phone, that it was poor quality control that the paint on the home button would chip away after a few months of normal usage, and "normal" is very generous considering the phone sits at home the majority of the time while I mainly use my iPhone SE which, by the way, has no issues with the home button.

    The rep told me that even though I may not have dropped the phone, there was still physical damage. I said I should not have to pay to fix a poor quality product that I did not damage.

    No joke, she put me on hold to talk to someone and came back to tell me the exact same thing four times. I finally asked if I could speak to someone else. She told that's what she's trying to do, to speak to other people for me and put me on hold a final time. When she came back, she told me she had a solution. She spoke to her supervisor and said the repair would be done free of charge.

    I'm happy I finally got my issue resolved after 40 minutes on the phone, but needless to say this might be my last Samsung phone. I love my Galaxy S7 Edge and it's probably my favorite Android phone I've ever owned, but that was just terrible customer service. If I explain my issue and you tell me it's covered under warranty and let me pay for packaging to ship my phone back to you, don't go back and say it's not covered under warranty after you get it.

    Updates:

     
  2. woodynorman macrumors 6502a

    Joined:
    Nov 26, 2011
    #2
    So they fixed your phone for free and you won't buy another phone from them? Thats poor customer service? I don't get it.
     
  3. Channan thread starter macrumors 68030

    Channan

    Joined:
    Mar 7, 2012
    Location:
    New Orleans
    #3
    If you read just the intro and conclusion but skip the entire body, you're never going to understand any story.

    FOUR TIMES over more than half an hour they told me they were NOT going to fix my phone for free after originally telling me they would. Had I not been so persistent, I would have been charged $70 for them to fix their poor quality product. If you honestly think that was good customer service, I hope you're not in that industry.
     
  4. Relentless Power macrumors Core

    Relentless Power

    Joined:
    Jul 12, 2016
    #4
    Which is why half the battle of any Manufacturer, needs to stand behind their product.

    Apple, in my opinion, would have never argued with you for 40 minutes. Ridiculous. That's not acceptable. That's called inconsistency with their service, first they explain you will be charged, then they tell you they will cover the repair. Samsung needs lessons in mannerisms and customer Service. Period.

    Good for you that you were consistent in your stance. Glad your Phone will be repaired.
     
  5. woodynorman macrumors 6502a

    Joined:
    Nov 26, 2011
    #5
    One support representative out of how many thousands doesn't represent the company as a whole, IMO. Sure the rep could have handled differently at first, but someone higher up made them change their tune. The rep was probably a newbie who probably just didn't know any better. In the end your phone was repaired for free.

    I was initially denied warranty work on a macbook as the tech claimed it was misuse (loose key). I persisted and it was repaired for free. Will I never buy another Mac again because a genius initially denied my claim? No. I like the product.
     
  6. Channan thread starter macrumors 68030

    Channan

    Joined:
    Mar 7, 2012
    Location:
    New Orleans
    #6
    It wasn't the rep's fault. The technician who received my phone decided to change the status from in warranty to out of warranty. The rep was (apparently) doing what she could to change that, but had no luck until I asked to speak to someone else and she spoke to her supervisor.

    The whole situation isn't about my experience with one representative. The representative I spoke to was friendly and helpful. The problem is the fact that I was told the repair would be covered under warranty before I ever sent the phone in, then someone is allowed to just change that after receiving my phone and how difficult it was to revert back to what I was originally promised.

    I feel sorry for all the people suckered into this and just accept the charges.
     
  7. The-Real-Deal82 macrumors 603

    The-Real-Deal82

    Joined:
    Jan 17, 2013
    Location:
    Wales, United Kingdom
    #7
    I had a bit of a fight years ago when I had a Galaxy S3. I was told I had to send the phone off 3 times before they would consider replacing the handset. I wasn't offered a courtesy phone for the three and a half weeks the phone was missing at the repair centre either. I found their reps quite blunt and it pushed me towards Apple ultimately. I still fancy the Samsung phones but poor customer services experience do last a long time in the memory. Contrast that with my wife's iPhone 4 that was 2 months out of warranty and she got a free replacement.
     
  8. Scepticalscribe Contributor

    Scepticalscribe

    Joined:
    Jul 29, 2008
    Location:
    The Far Horizon
    #8
    Interesting thread and story.

    Excellent customer service - two of my iPod classics (at different times) died while still under warranty and were immediately replaced without a quibble or an attempt to seek refuge in contractual small print - is one of the main reasons I switched to Apple in the first place.
     
  9. Channan thread starter macrumors 68030

    Channan

    Joined:
    Mar 7, 2012
    Location:
    New Orleans
    #9
    Oh, that reminds me. I had another experience with Samsung support a couple of years ago. My family bought me a Galaxy Tab Pro 8.4 for my birthday and a couple months later I noticed a big red and a separate blue stain on the screen. I contacted Samsung support, told them the problem, and shipped them my tablet. When I got it back over two weeks later, it was exactly the same as before I sent it in. Maybe the technician just didn't see it? I have no idea.

    I contacted support again to send it in a second time, but this time I made sure they'd see it. I taped a piece of paper to the tablet with arrows pointing to the spots so they wouldn't miss it. I still have a picture of it, so I attached it to this post. The image displayed was just a solid black picture.

    That was a bit frustrating, but it didn't cost me anything extra other than my time and gas to drive back to the UPS store and nobody tried to charge me a repair fee, so I wasn't about to boycott Samsung over that. But this just made me realize I've had to deal with Samsung support twice now and had two bad experiences, while - and I'm not trying to make this a pro-Apple thread or anything - I've had to deal with Apple support multiple times and not once was I left disappointed.
     

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  10. Shanghaichica macrumors 604

    Shanghaichica

    Joined:
    Apr 8, 2013
    Location:
    UK
    #10
    I've never heard anything good about samsung's after care support. All the stories I've heard have been negative and many people have had to create blogs and use social media to get a positive outcome.

    However I've had one direct experience with Samsung and it was positive. The charging port on My husband's S3 stopped working a few years ago. We took it into the Samsung store and they sent it away to be repaired. In 2 days we got a call to say that it was ready to be picked up. The phone was fixed free of charge under warranty.
     
  11. MRU Suspended

    MRU

    Joined:
    Aug 23, 2005
    Location:
    Other
    #11
    Your experience was a breeze by comparison to many, so honestly I wouldnt have had any complaints if I had your experience.


    If you really want to comnpare.

    My S6 Edge last year began turnning itself off, force restarting or locking up and getting insansely hot and require a hard reset to turn off. Once turned off, it sometimes wouldnt turn back on again.

    I contacted Samsung, they arranged a repair. 2 days later a courier shows up to collect, a week later after being in their authrosied service centre it is returned ... With a note saying no issue could be found.

    I turned on the device, and within 5 minutes the phone was force restarting and going into bootloops.

    I contacted Samsung again who appologised, and said they would arrange collection again.

    5 days later and 4 calls later the courier finaly arrives to collect the device.

    Another week later the device is returned with a new 'ribbon' installed to fix the issue. Within less than an hour of being on, the device was doing exactly the same thing. Exasperation began setting in.

    Another call to Samsung, put on hold...... 40 minutes later, another apology. At this point I had documented the issue, made videos of the issue and what it was doing and the customer service rep told me that I would have to send to to the same repair centre, to include the video on USB stick and they would make a note. I asked for a replacement device. They said it was policy 'not' to offer replacements.


    3 days later, courier collected. 2 days later the phone is returned 'sans' USB memory stick with a note that a new motherboard had been installed. Optimistically I turned on the device. Less than three hours later after charging the device repeated behaviour. Nothing had been fixed.

    At this point I rang customer services and insited I get a replacement and was put on hold.

    They then came back and told me NO. I could not get a replacement as it was not policy and it would have to be returned to the repair centre.

    Nearly 4 weeks of ongoing repairs, frustration, phone calls and no working phone.

    At this point I went onto Samsung Ireland's facebook page and posted ALL the documented evidence (repair notes saying device was perfect and passed testing) and videos of it crapping out. Within an hour of posting it I get a facebook messenger asking for my telephone number.


    Samsung rang me and appologised, and said they would elevate this themselves (a seperate department) and that they would sort out a replacement phone for me, on one caveat ..... That they deleted the post on FB ....... Essentially the only way I got a working phone was through shaming and embarrasment.

    No body should have to go through hell like that for a repair.

    Samsung have a LONG way to go here anyway to reach any 'standard' of customer service. In fariness to the last guy who did help me, he was very understanding, but I was offered no compensation for my time wasted and frustration endured during the repair process, or missing USB sandisk flashdrive.

    If i wasn't such a gadget horder, it would undoubtably have put me off buying any Samsung phones again. I still dread the though process of anything going wrong with them in the future though.
     
  12. spinedoc77 macrumors G3

    spinedoc77

    Joined:
    Jun 11, 2009
    #12
    Any company can have good or bad stories. Apple refused my warranty exchange, saying my phone had water damage, but had never been in any water as I'm very careful with my phones. A call to corporate, then a manager subsequently looking in my phone and saying there was no water damage. Not too much later Apple got sued and lost for turning away customers due to false water damage. Doesn't mean I wouldn't buy Apple again, but they are not 100% infallible.

    Op, next time try the carrier, you will probably have better luck.
     
  13. Truefan31 macrumors 68040

    Truefan31

    Joined:
    Aug 25, 2012
    #13
    Jesus that's pretty bad. Yeah Apple overall provides great support imo. All things aside though that's just terrible.
     
  14. maflynn Moderator

    maflynn

    Staff Member

    Joined:
    May 3, 2009
    Location:
    Boston
    #14
    In the end Samsung support stepped up to the plate.

    Not for nothing, Apple has done the same thing, and we have similar stories of apple resisting a replacement because it appears to have physical damage.

    OP, you sound like you have your mind made up, and I can understand there was a level of frustration (I would have been frustrated as well), but they did do what you had hoped they would.
     
  15. akash.nu macrumors 603

    akash.nu

    Joined:
    May 26, 2016
    #15
    Samsung is known for bad customer service. One of the main reasons for me to stick to apple for my critical devices.

    This is another horrendous experience from a famous you tuber.

     
  16. mrex macrumors 68030

    mrex

    Joined:
    Jul 16, 2014
    Location:
    europe
    #16
    so you would have had to pay only 70$ to get it fixed... did you ever think about how much would have you paid for S7 edge if it has apple logo?

    apple doesnt do it free either - their mediocre products are labeled by a price tag which belongs to premium devices.
     
  17. Channan thread starter macrumors 68030

    Channan

    Joined:
    Mar 7, 2012
    Location:
    New Orleans
    #17
    I'd have been furious. Like I said above, I had a similar experience with my Galaxy Tab Pro 8.4 and being sent back with nothing changed, but it only happened once. To have the same thing happen multiple times is absolutely ridiculous.

    I understand this, but so far I have 100% satisfaction with Apple support, which I've had to contact more times than Samsung, and Samsung is 0 for 2.

    Eventually and after much persistence. This experience leaves me with very little confidence any future issues will be resolved.

    I've never had an Apple device that would have been in this situation in the first place. And if it was, Apple would have replaced or fixed it for free at one of their stores on the same day, not tell me they would fix it for free, make me ship it back to them, and then change their mind once they got the phone.
     
  18. GrumpyMom macrumors 603

    GrumpyMom

    Joined:
    Sep 11, 2014
    #18
    They have just lost a LOT of "face" over the Note 7 fiasco. This device that was supposed to be the iPhone 7 killer has recently been reported as exploding in Las Vegas and burning the woman who was in bed reading next to it when she went to put it out of the room. It's bad enough for customers to hear of these explosions happening in Korea. When it happens in their own country, the news literally hits home. US customers who already had doubts about Samsung customer service will be talking just as we are doing here.

    http://www.fox5vegas.com/story/32976178/exploding-cellphone-terrifies-las-vegas-woman

    Samsung badly wants to compete with Apple on Apple's home turf. They are under scrutiny now. If they have any sense of self preservation at all, as well as a sense of business, they are going to go through their customer service policies with a fine tooth comb. They will stop being penny wise and pound foolish fighting over warranty repair claims and start doing the right thing to earn good word of mouth. And word of blog.

    One would hope.

    Their handling of the Note 7 situation is a step in a right direction and I hope is a positive sign. But since this customer service story happened very recently it's clear it's going to take a bit of time for everyone in the organization to get on board.

    I'm glad they finally stepped up and honored their word and their warranty for you.
     
  19. LIVEFRMNYC macrumors 604

    Joined:
    Oct 27, 2009
    #19
    I never dealt with Samsung CS, so I can't speak on it. But my experience with Apple is, they are A++ with CS when it comes to iOS devices, but you got to very firm and persistent with them with it comes to MacBooks and MBPs, to the point it feels like you're haggling with then.
     
  20. Channan thread starter macrumors 68030

    Channan

    Joined:
    Mar 7, 2012
    Location:
    New Orleans
    #20
    I've never had an issue with either of my MacBook Pros in the six years I've owned one, so I haven't had to deal with that yet. Hopefully I never have to and probably never will considering this might be my last Mac. MAYBE one more, but I just don't use mine that much. My iPads have effectively replaced my MacBook Pro.
     
  21. Shanghaichica macrumors 604

    Shanghaichica

    Joined:
    Apr 8, 2013
    Location:
    UK
    #21
    Yes I've seen this video. I've got insurance on my S7 edge and at least I won't be at the mercy of Samsung.
     
  22. akash.nu macrumors 603

    akash.nu

    Joined:
    May 26, 2016
    #22
    There are only 2 companies at the moment that even come close to my expectations. Apple and Amazon.
     
  23. I7guy macrumors P6

    Joined:
    Nov 30, 2013
    Location:
    Looking at Central Park@550 feet
    #23
    Exploding products? Where is the mediocrity? Really a baseless comment.
     
  24. Channan thread starter macrumors 68030

    Channan

    Joined:
    Mar 7, 2012
    Location:
    New Orleans
    #24
    I just missed a call from Samsung. They left a voicemail stating that I still need to pay for the repair or they will ship back the phone as is. Lol I'm done with this company. Live chat is down and I'm not waiting 20 minutes on hold to talk to someone about this again. I sent an email and I'll see where this goes from here.
     
  25. The-Real-Deal82 macrumors 603

    The-Real-Deal82

    Joined:
    Jan 17, 2013
    Location:
    Wales, United Kingdom
    #25
    My mediocre iPhone is still getting updates 2 years on and running as good as the day I bought it lol. I don't think 'mediocre' was the correct word.
     

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