Worth reading if you’re considering purchasing a Samsung device….
I purchased a Samsung Note 4 , when my device was about 6 old the USB connection failed. When I would plug the USB cord into my lap top I would receive an error stating that the USB device could not be identified. My trouble shooting included:
· Uninstall USB device
· Reinstall USB device
· Uninstall USB driver
· Reinstall USB driver
· Update USB driver
After my failed attempts to correct the issue I took my Note 4 into the Samsung counter. The tech there was unable to determine the issue and advised I ship my phone to Samsung. Not wanting to be without my device, I instead decided to drive the extra 40 mile distance and take it to a different location. After a failed attempt to flash my phone this Samsung counter advised the same. I then went home and called Samsung which very politely asked “ May I call you by your first name? Thank you Tina, I do apologize and understand your concern.” I don’t know why exactly I was impressed by this , kind of like Chic-fil-a , it just gave me a warm and fuzzy feeling. I granted a tech remote access to my laptop so he could view the issue himself. By no surprise , he couldn’t resolve the issue so he sent me a shipping label. This is where the merry- go –round starts.
1st Service ticket 4130702930, I was informed that repair could take 5-9 day’s not including the shipping time. I shipped the device out Friday June 12th. Samsung shipped it back on Thursday June 18th, I received it early the following week. Not knowing the ordeal I was about to face , I didn’t note the date I actually received it. My phone arrived with a repair description that the Assy Bracket had been replaced and that my device had passed inspection and all components are working properly. This was incorrect, the USB device was still unidentified.
2Nd Service ticket 4130962450 – Called and spoke to a manager (at this time I did not take notes of the name) , “ May I call you by your first name? Thank you Tina, I do apologize and understand your concern”. I heard this before so I figured out quickly it was a script. They issued another ticket and asked I ship it back in. This ticket was expedited to 5-7 day’s repair not including the shipping time. I shipped it out on Thursday June 25th, Samsung shipped the device back out to me on Wednesday July 1st I received it on Monday July 6th including a repair description that the ASSY SUB PBA-USB had been replaced. Again , the USB was not in working condition and I was calling in for a third time. “ May I call you by your first name? Thank you Tina, I do apologize and understand your concern”, I asked to be transferred to a manger and spoke to Robbie, he said he would note the ticket to replace the motherboard to ensure the issue would be resolved and he agreed to expedite my repair to 1-3 day’s with overnight shipping.
3rd Service ticket 4131107339, I shipped out my device on Monday July 6th. Samsung replaced the motherboard and shipped it back out on Thursday July 9th. Repair Description replaced A/S ASSY-PBA Main. I received my phone on Friday July 10th. The first thing I did was plug it in and good grief although there was a gouge inside the device and my 40.00 screen protector was missing this time it was working properly!
Over the weekend , I was using my camera and notice that it stayed out of focus. I didn’t want to go through the shipping and Samsung repair again , being without my phone, so I waited a day or two until I had some spare time and took my phone back to the Samsung counter in Best Buy. I was told that the camera was loose and If I tapped on it , it should focus. I paid too much money for this pone to have to tap on it to try to get the camera to focus. So I decided I had to combat Samsung repair again. I called in of course I agreed the rep could call me by my first name and I accepted their apology knowing they understand my concern. I asked to be transferred to a supervisor and spoke to Dave which was very nice but said there was nothing he could do except expedite the shipping , so he suggested he transfer me to a higher level he sent me to “Customer executive relations”. Spoke to Yanson who understood my concern, so well that he expedited the shipping to overnight and repair to 1-3 days.
4th Service ticket 4131319516, I trusted Samsung repair once more with my device and shipped it on Monday July 20th.
July 23rd called for status : “ May I call you by your first name? Thank you Tina, I do apologize and understand your concern”, Confirmed the device was chec\ked in on Tuesday July 24th at 10AM and is still being diagnosed.
July 24rd called for status: “ May I call you by your first name? Thank you Tina, I do apologize and understand your concern”, Informed that the device was with the tech and will be shipped out on July 24th overnight , no shipping through the weekend so I should expect it on Monday July 27th.
July 27th called for status: Yes you can call me by my first name and thank you for understanding my concern, please let me speak to a floor manager. Kelsey told me the device was not checked in until July 27th and that per escalation it still had another 48 hrs to go for evaluation. This means that even though the ticket was expedited and I was told it was received on the 24th it sat stalled for 3 days prior to being checked in to the repair dept. This makes my expedite worthless. Demanded to be transferred to executive customer relations where I spoke to Ralph. He placed me on hold while he called the repair center , he returned to the line to advice it will be shipped out on Tuesday July 28th and I will receive my device on Wednesday the 30th . I asked again , “So this means the tech is repairing my phone now and will ship it out tomorrow?” He said yes the tech was confident he could repair it in enough time to get it out on Tuesday 28th.
July 29th called for status: Spoke to Michelle, she checked with repair and without an explanation said she was told to transfer me to executive customer relations where I spoke to Christian. He placed me on hold while he called repair and responded that they are still working on my device and will ship it out today with the overnight shipping , I will receive ittomorrow on Thursday July 30th.
July 30th called for status: Spoke to Manuelle, Never realized how tired of this script I would grow , Yes you can call me by my fist name and thank for understanding my concern, I just want my phone. He checked with repair and came back to advice they are aware of the expedite and are working on the device now. I ask again to speak to a supervisor, I was transferred to Dave. After going through my long ordeal with Dave I begged him just to be honest with me , I told him if the repair dept. is still working on my phone this leads me to believe they are unable to diagnose it and that I would prefer a new phone. He placed me on hold while he called the repair center. He returned letting me know he had an update and that it wasn’t necessarily good news. They are trying to locate my device. The techs do not / nor never had my phone. I thanked him for his honesty and told him I would call back for a status tomorrow.
All this time I feel as if I had been lied to , each rep I spoke to understood my concern but continued to be untruthful telling me the tech had my phone and it was being repaired.
I don’t know where my phone is.
I don’t when I’ll get it back.
I don’t know how many more phone calls and dishonest reps that I will have to go through.
I am still obligated to pay my phone bill.
I am still obligated to pay a lease on the phone that I don’t have.
Samsung, I used to hold you to a higher standard. I am truly disappointed and feel as though It is impossible to get Samsung to understand my concern and rectify this situation.