Phones samsung after care

Discussion in 'Alternatives to iOS and iOS Devices' started by billy the fish, Jan 22, 2016.

  1. billy the fish Suspended

    Joined:
    Jul 23, 2015
    #1
    Just a quick post to say what happened with my first warranty claim on my Samsung tablet. I bought the tablet from eBay from a reseller so no official receipt as such.
    I registered the device on line when I got it no bother.. last week it started to take an age to charge.
    I registered a claim on the website, after a live chat with an advisor they booked me in the next day to drop the tablet off at a repair centre near me. I picked it up 2 days later, fully fixed, no charge. The end
    .
    If this is an example of Samsung copying apple, well good for them as it 100% hassle free and seamless..
     
  2. gotluck macrumors 603

    gotluck

    Joined:
    Dec 8, 2011
    Location:
    East Central Florida
    #2
    good stuff. was curious if there was a samsung repair center near me in florida. Looks like the closest one is in Atlanta :( none in FL at all
     
  3. billy the fish thread starter Suspended

    Joined:
    Jul 23, 2015
    #3
    This was in the UK by the way, can't comment on other countries.
     
  4. LIVEFRMNYC macrumors 603

    Joined:
    Oct 27, 2009
    #4
    Is "after care" a Samsung extended coverage? If it is, I'm wondering if I can just bring it to the Samsung store near me.

    I would be more eager to purchase carrier free if so.
     
  5. Tsepz macrumors 65816

    Tsepz

    Joined:
    Jan 24, 2013
    Location:
    Johannesburg, South Africa
    #5
    In South Africa we have SAMSUNG ADH at SmartCare Centres.

    My mate took his S5 last week for a cracked display and damaged frame, they gave him a loan S5 while they fix the phone. He won't pay a single cent.

    They do this with all S and Note models.

    If I drop my Note 4 in water they'll pick it up from my house, give me a loan Note 4, fix it and return it.

    Samsung Africa's customer service is near unrivalled with ADH.
     
  6. mclld macrumors 68000

    Joined:
    Nov 6, 2012
    #6
    Samsung service has been good here in the US, no receipt required and they pay for shipping to their service center.
     
  7. RoyalElephant macrumors member

    Joined:
    Jul 21, 2013
    #7
    I actually had an awful experience with Apple Care taking me 1 week and a 200 mile cross-boarder round trip to actually have a defective phone fixed/replaced. I kinda switched from the iPhone over that because I felt let down, I live in the Republic Of Ireland which as you know Apple Inc use as a tax dodge money pit, but haven't built a store here. If they had a store in Dublin it would have been so much easier.

    In contrast when I had a fault with my Galaxy S5 I just had to take a tram to one of my local shopping centers and drop to a "Samsung Experience Store" and the next day it wasn't just repaired, it was completely refurbished, as in entire new display assembly, home button USB port cover and battery.
    As a result of this refreshingly positive experience it has made me despite late software updates, and despite touchwiz and gimmicky features I don't use, feel much more comfortable sticking with Samsung, and I think this is what they're trying to do. Treat me well, so I'll come back. Which I did. In December post Christmas sales I upgraded to an S6.

    All in all though, despite my negative experience with Apple Care I know in countries where there are Apple Stores Apple Care is second to none but in the republic of Ireland Samsung do Apple-style warranty better then Apple themselves!
    And I am very grateful to Apple for that strategy, and I wish a few other companies *cough* SONY would catch on and offer proper warranty care, and I think this level of care of anything that cost €400 or more should be legally required.
     
  8. MRU, Jan 22, 2016
    Last edited: Jan 22, 2016

    MRU macrumors demi-god

    MRU

    Joined:
    Aug 23, 2005
    Location:
    Ireland
    #8
    We have no official Samsung repair centres here, and I can not even begin to think about the sheer hell i went through to get a warranty repair a few months back ....

    Shame good service seems to be very limited to certain countries with them. My awful experience has left me questioning buying Samsung products going forward.
     
  9. MRU macrumors demi-god

    MRU

    Joined:
    Aug 23, 2005
    Location:
    Ireland
    #9
    Who repaired yours and where ? I had a nightmare of a time dealing with Samsung and their repair centre which is actually just a third party contracted to them. They made a total haims requiring the device to be returned in succession 4 times as they kept returning it unfixed and still glaringly exhibiting issues. It took me shaming them on Facebook and Twitter to get someone high up in Samsung Ireland to intervene and get me a fixed device. It was 6 weeks of utter torment and a near total disaster.

    I'm down in Kerry, had to send it to Dublin Repair Centre and they even made a bags of getting it collected sending the courier twice on one occasion to collect and then failing to send him the next. If it could go wrong, it did.

    Thankfully i documented everything and made videos to show how crappy the repair service was and how my device was clearly broken and yet they had documents saying it had passed their tests. It was a joke of epic proportions.


    Re. Apple why did you go cross border ? I have had a few repairs including replacing my 6S+ only a month ago and all I had to do was ring them and do an advanced replacement and hey presto within 2 days a new device arrives and then couple days later another courier arrived to take away the old one. Literally covered with my Apple Care and all they did was authorise my CC (not take any money out) in case i didn't send it back. But literally 2 days and like I say I'm in the back end of rural Kerry.
     
  10. Tsepz macrumors 65816

    Tsepz

    Joined:
    Jan 24, 2013
    Location:
    Johannesburg, South Africa
    #10
    That really sucks. I have always stuck to OEMs who have good post sale service in my country, 1st Nokia, then Sony Ericsson and then Samsung from 2011.

    A bad experience would put me off instantly, I have been very lucky so far.

    I don't blame you for questioning Samsung, we spend too much money on these things to get anything less than excellent customer service. Even at the current level of the best I'd say all manufacturers are still quite arrogant, and much like the Car and PC industry, they will be humbled.
     
  11. Thunderjet063 macrumors newbie

    Joined:
    Nov 2, 2014
    #11
    Samsung contracts with local businesses to do warranty work.
    Quick story: bought a 65" Samsung LED TV. 1 year warranty. 16 months after we bought it, the screen went out. $900.00 part plus labor.
    Called Samsung, told them I always expected better of their product. Was put on hold for about a minute. She came back on the phone, told me they expected more from their products also. Offered a one time, fully covered warranty for whatever this particular issue was. Two days later, an independent service company from 35 miles away came it, replaced the entire screen, which on an LED TV is basically the entire tv, less a couple small boxes and wiring attached to the back of it. 30 minutes later at zero cost to me, it's like new. I will never forget what Samsung did for me. Above and beyond is outstanding customer service.

    I've also had great service from Apple. All my mobile devices are Apple and will probably stay that way. But Samsung has earned my business for other electronics. However, I've seen first hand why I'll never buy a Samsung appliance. But that's a whole different topic.
     
  12. spinedoc77 macrumors G3

    spinedoc77

    Joined:
    Jun 11, 2009
    #12
    They are awful, everytime I've had a phone issue they want me to ship it to Texas and wait 3 weeks for them to maybe repair it. Samsung for some odd reason doesn't realize it, but Apple's customer service is one of the major factors in how well they are doing versus how awful Samsung is doing. Even Microsoft realized this and IMO figures into the success of the surface line.
     
  13. Truefan31 macrumors 68040

    Truefan31

    Joined:
    Aug 25, 2012
    #13
    Guess they're seemingly better internationally vs the us?
     
  14. ozaz macrumors 65816

    Joined:
    Feb 27, 2011
    Location:
    UK
    #14
    I think it depends whether you have a Samsung store near you. I've used both walk-in repair service at a Samsung store as well as postal repair service in the same country (UK). The former was excellent. The latter was terrible. I think the crucial difference is repairs at Samsung stores are done by Samsung whereas postal repairs, at least in some countries, are done by 3rd party repairers with whom there's probably a higher chance of poor experience
     
  15. spinedoc77 macrumors G3

    spinedoc77

    Joined:
    Jun 11, 2009
    #15
    Yeah in the US there are really no walk in Samsung stores that I'm aware of. Of course we have Samsung in every Best Buy, but it's not really Samsung. I've yet to find a Samsung rep at Best Buy who has the slightest clue about troubleshooting an issue with a Sasmung device. They don't even set up a claim for you, they just give you the number to call so you can send it in to Texas.
     
  16. Shanghaichica macrumors 603

    Shanghaichica

    Joined:
    Apr 8, 2013
    Location:
    UK
    #16
    Things were a lot better back when Samsung had their London flagship store with the experience bar. Yes it was a direct copy of the Genius Bar but you didn't even need an appointment. You could just walk in with your device and if they couldn't fix it on the spot they'd send it away and give you a call when it was fixed, usually within a few days.

    They also ran express services for cracked displays. Yes you had to pay but at least you knew that you could get your screen replaced with OEM materials in an hour or two.

    Since they started to shut down their stores in the UK I'm not that confidant in their after sales service. A shame really.
    --- Post Merged, Jan 26, 2016 ---
    Yes the walk in service was excellent. I've never used the postal service but I don't have a lot of confidence in it.
     
  17. RoyalElephant macrumors member

    Joined:
    Jul 21, 2013
    #17
    I literally just had to bring my phone into the Samsung Store in Dundrum shopping centre in south Co.Dubli and go back and collect it the next day, they did send it to a third party contracted repair place but the Samsung place did the diagnostics there with me, some nasty screen burn was all it was Anyway.

    I had to go cross border because I sent my iPhone to them and they missed the issue, so I had to take it up to an Apple Store to physically show them my screen had turned pink.

    And they had it away from me for a week. I had to get the train up to Belfast.

    It took like several phone calls just to arrange all this.

    It just goes to show sometimes it's really luck of the draw when it comes to customer care.

    Not with Sony, they're awful all the time....
     

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