Bad treatment

[Mag34700]

Has anyone had bad treatment from the online team. My new s24 ultra came damaged the online technician who remotely took over the phone couldn't fix it, the in store person couldn't fix it and the specialist technician could fix it when I asked the on line team for a replacement the guy said as I've ordered the phone in January I was over my 28 days I told him that the phone only came out on the 19th Feb so I was well in date, he said they can't send a new phone they can't send back my old phone and if have to be without a phone if I wanted to return it I told them that I need a phone as I'm a carer for a 85yr old dementia person and I've got a child in school but they said they can't help me I can't get a phone till I send the damaged phone back. 

 I paid for s24 ultra in January when I got it on 19th Feb I was so happy, I'd bought a cover for it as soon as I placed the order. So I could use it straight away but 3 days later I realised I've not been getting any of my texts and the bank sent a message by email that I've gone into arrears. I had all the notifications on so I called the online help and the guy took over my phone remotely but he couldn't fix the problem, my Samsung pay then stopped working as the phone had erased my payment card that I'd used 2 days earlier, so I went into my nearest store that's 40mins away and the person there tried to fix it but couldn't. 

She arranged another in person appointment for 2 weeks time said it had to be seen by someone that can check with their laptop I asked if i should just send back the phone as I've still got me phone and i didn't want to have no phone if i waited, she said that if the phone is damaged I could recieve a new one in store, I've had to pay for the parking there. I went back and the technician tried to connect the phone with her laptop and it wouldn't connect she told me that the phone is damaged inside so I have to contact online

[BandOfBrothers]

I'm sorry to hear of the issues you've experienced with your phone @Mag34700 

What have you decided to do ?

[Mag34700]

I've returned it, and will not be buying from samsung online again

[Mag34700]

I've always thought it was a good company now it seems that they don't care about customer service as they've gotten so big, until they start losing jobs then maybe they'll know to look after the people that has been supporting you for a long time