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Samsung Care+ Terrible Service

(Topic created on: 08-06-2023 02:31 PM)
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Krucial
Student
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I took out Samsung Care+ insurance when I purchased my Samsung Galaxy S23 Ultra.
I unfortunately had the phone knocked out of my hand resulting in the screen being accidentally damaged and tried to take out a claim for repair on Samsung Care+, the phone was collected via Samsung's courier DPD on the 23rd of May, as organised by Samsung.
I thought it may be a straight swap or mobile repair service, however I was told it's an 11 day turn-around for the service center to repair my device once they receive it.

It's now been 17 days that I've been without a phone and the Service center (TMT First Limited) never received my device.

I've spoken to Samsung agents a few times now, apparently the phone is still with DPD or lost in transit and there is still no resolve or solution from Samsung. Apparently the issue's been escalated to Samsung's Logistics team and I keep being told I'll be getting a call back, for example Monday 5th June I was told 48 hours and now it is Thursday 8th, haven't heard anything back, I called again today and told to wait another 24 hours.
Even if the Repair Service Center received my phone by tomorrow, their average repair time is 11 days, thus it'd be in total a month turn-around.
If I lost my phone and claimed for a lost phone which is covered under the Care+ insurance policy, they'd have to send a replacement handset anyway, so seeing as my original handset is lost by Samsung's courier and there is no resolve in sight even 17 days later, why can't Samsung just send me a replacement handset and deal with the lost one themselves, which isn't my responsibility

Honestly frustrated and disappointed with the terrible service and would currently not recommend it.

10 REPLIES 10
Bigtasty65
Hotshot
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Samsung need to get their act together. Why on earth they use DPD is beyond me!
Burrito420
Apprentice
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Im gonna share this, this is absolutely ridiculous even apple service will send you repaired phone after two days with no delays what the heck im sorry you had this situation i will never get care plus will just have to take care of the phone and never break it
Lingard87
Pathfinder
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Take to social media and make sure to tag them, that usually speeds things up
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MorningBlunt
Helping Hand
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Who would you choose instead?

MB
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BandOfBrothers
Samsung Members Star ★★
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It's inconvenient as it is when our phone's are out of commission as most of us usually have our planners and information on them ,and want to be connected 24/7.

So when the unfortunate happens and a phone fails or is accidentally damaged and covered with insurance It's reasonable to expect as fast as possible a turnaround for repair or replacement. 

To be honest I haven't experienced any negative issues with DPD.

It's also reasonable for Samsung to investigate where the phone is and how this is best resolved.

It's probable that one department of Samsung is relying on another for updates with the added part of the jigsaw being DPD also communicating with Samsung. 

All that said you have followed the set down process and should not be inconvenienced as much as possible.

Perseverance may pay off on your part @Krucial 

If I can be of any further help then please don't hesitate. Take care.  😎 

 


Daily Driver > Samsung Galaxy s²⁴ Ultra 512Gb ~ Titanium Black.

The advice I offer is my own and does not represent Samsung’s position.
I'm here to help. " This is the way. "

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Bigtasty65
Hotshot
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I deal with delivery drivers with my job. DPD are definitely the worst.
I'd choose Royal Mail. Ive used them many times with 1st class service.
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MorningBlunt
Helping Hand
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Do you think they have the capacity to run a network like Samsung?

MB
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Bigtasty65
Hotshot
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Yeah of course they would. Samsung must have gone with the cheapest option.
If I videoed what I've seen, you wouldn't believe it from DPD.
No wonder my S20 Ultra was delivered outside of its box but still in the bag!
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MorningBlunt
Helping Hand
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Fair enough.
Cool username. Makes me want a burger.

MB