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yui4

macrumors 65816
Original poster
May 26, 2011
1,097
810
My friend bought an s7 recently from a Samsung experience store, he's having some problem with screen sensitivity so went to the local Samsung store for help. They want to send the phone off to get fixed!
I'm not sure why as they're supposed to have technicians in store to repair these phones. Has anybody had any similar experience from a store or Samsung uk at all?
 

Shanghaichica

macrumors G5
Apr 8, 2013
14,011
12,383
UK
My friend bought an s7 recently from a Samsung experience store, he's having some problem with screen sensitivity so went to the local Samsung store for help. They want to send the phone off to get fixed!
I'm not sure why as they're supposed to have technicians in store to repair these phones. Has anybody had any similar experience from a store or Samsung uk at all?
Yes. Some years ago my husband had an issue with the charging port on his S3. We went to what was at that time the flagship Samsung store. They tried to fix in in store but were unable to. It was sent away and 2 days later he got a call to say it was fixed and he went and picked it up.
 
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yui4

macrumors 65816
Original poster
May 26, 2011
1,097
810
Yes. Some years ago my husband had an issue with the charging port on his S3. We went to what was at that time the flagship Samsung store. They tried to fix in in store but were unable to. It was sent away and 2 days later he got a call to say it was fixed and he went and picked it up.
2 days isn't too bad. Just seems mad that Apple repair everything in store yet Samsung can't!
 

The Game 161

macrumors Penryn
Dec 15, 2010
28,285
17,399
UK
thought they would just swap it for a new one...can't they do that? would make more sense
 

Shanghaichica

macrumors G5
Apr 8, 2013
14,011
12,383
UK
thought they would just swap it for a new one...can't they do that? would make more sense
No they don't do that. Only Apple do. But it's still better than the likes of LG, HTC, Sony etc
[doublepost=1469344258][/doublepost]
2 days isn't too bad. Just seems mad that Apple repair everything in store yet Samsung can't!
Apple don't really repair things in store. They do the same as the technicians in the Samsung experience store. The only difference is that they give you a working device if they can't resolve your issue on the spot. They do that for the iPhone and iPad. The Apple Watch and Mac they send away to be repaired and you have to wait.
 
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andrew1995

macrumors regular
Sep 28, 2013
172
36
Haven't dealt with Samsung but I'd rather my device be sent away for repair. Apple say they swap "like for like" and yet the replacement phones they give you in store are actually refurbished units. That imo is not swapping like for like
 
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Shanghaichica

macrumors G5
Apr 8, 2013
14,011
12,383
UK
Haven't dealt with Samsung but I'd rather my device be sent away for repair. Apple say they swap "like for like" and yet the replacement phones they give you in store are actually refurbished units. That imo is not swapping like for like
Yes they are refurbished. The only time I ever had an issue with an Apple device was the iPhone 3G when the home button stopped working. I was given two refurbs that had other issues. The third one I was given didn't have any issues.
 

jamezr

macrumors G5
Aug 7, 2011
14,905
15,386
US
Haven't dealt with Samsung but I'd rather my device be sent away for repair. Apple say they swap "like for like" and yet the replacement phones they give you in store are actually refurbished units. That imo is not swapping like for like
I think there is a class action lawsuit for this issue. Apple is replacing new units for refurbished ones.
I will say this though IMHO Apple customer care is the best. I have had good experiences with them. The only problem with it is they are just sooo busy these days.
EDIT: Anytime I needed service for my Samsung phones I walked my carrier's store and received a replacement.
 
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GadgetSN

macrumors 6502
Sep 7, 2014
373
118
OP, you incorrectly assume that Samsung's after sales is on par with Apples. This is far from the case.
[doublepost=1469402871][/doublepost]
Haven't dealt with Samsung but I'd rather my device be sent away for repair. Apple say they swap "like for like" and yet the replacement phones they give you in store are actually refurbished units. That imo is not swapping like for like

Why? refurbed units will likely be in better condition. Samsung, Sony etc send all their repairs to a generic place. The quality of the repairs is hit and miss. Ive had corners of the glass back peeling and marked where they used it as an entry point to remove the back. Ive also had repairs that were not repaired.

Give me a mint refurb Apple phone that you dont have to wait for anyday.
 
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tbayrgs

macrumors 604
Jul 5, 2009
7,114
4,416
OP, you incorrectly assume that Samsung's after sales is on par with Apples. This is far from the case.
[doublepost=1469402871][/doublepost]

Why? refurbed units will likely be in better condition. Samsung, Sony etc send all their repairs to a generic place. The quality of the repairs is hit and miss. Ive had corners of the glass back peeling and marked where they used it as an entry point to remove the back. Ive also had repairs that were not repaired.

Give me a mint refurb Apple phone that you dont have to wait for anyday.

This exactly. I'm perfectly happy to get a refurbished as I know it's been checked out while a new unit could have the same defect as my original. I guarantee if we lined up a mix of brand new and Apple refurbs, no one here could tell the difference.

I actually buy as much of my Apple gear as possible as refurbished units...great discount in price, same full warranty and again, you'll never know they weren't brand new units. In fact, I don't believe I've ever had to take any of my refurbished Macs, iPads, iPods or Apple TVs in for repair/replacement yet have had a handful of issues on the brand new units over the years.
 

The-Real-Deal82

macrumors G5
Jan 17, 2013
13,992
21,030
Wales, United Kingdom
Haven't dealt with Samsung but I'd rather my device be sent away for repair. Apple say they swap "like for like" and yet the replacement phones they give you in store are actually refurbished units. That imo is not swapping like for like
I'd rather have a refurbished phone that is like new than have my phone disappear for days or possibly weeks. At the end of the day you are taking a used phone in so getting a phone with a few refurbished parts inside shouldn't really matter.
 

GrumpyMom

macrumors G4
Sep 11, 2014
11,021
17,066
2 days isn't too bad. Just seems mad that Apple repair everything in store yet Samsung can't!
I broke the screen on my IPhone 6 Plus. I was kept waiting for several hours for service when walking in to try and schedule an appointment in person. That's because our online attempts to schedule an appointment with the Genius Bar failed repeatedly over the course of a few days due to some system problem they were having. I was given the option of scheduling for an appointment for the following week or hanging around at the mall and coming in after they finished with their existing queue. This is just to hand over a broken phone for repair. I didn't really need an appointment to speak to them about it. But you can't just leave a broke phone there. Papers need to be filled out and a loaner issued. So you do legitimately need a proper appointment for this.

It's just a bit maddening when you can't actually see people queued up for service and you see employees standing around you'd think could take your phone. But I'm not the troublesome type. I'll assume their procedures are there for a reason.

Then when I finally was able to talk to them about my iPhone they took it and I was kept waiting another hour longer, during which they determined they couldn't repair it in store after all, due to a systemwide problem with their calibrating machine. They gave me a 16 GB loaner while they sent my iPhone out to their depot for repairs. I got it back about a week later.

I was happy to have the loaner but all the waiting was a surprise because it's different than how it used to be, according to my husband who had needed Apple service in the past.
 
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