Service

[amgrafael12]

I have been with Samsung for many many years now, I have purchased anything from their appliances and phones and computers. However I have never gotten this terrible customer service, from the rep and the manager on the floor. 
I called in to let them know that they have sent me the wrong device, because when I was purchasing the device I have selected unlocked device, however they have sent me the T-Mobile version, which I did not pay much attention to because at that time I had T-Mobile as a carrier, however few days ago I decided to switch over and realized they sent me a phone which is locked by my previous carrier, I called T-Mobile and Samsung both multiple times and wasted few days going back and forth because both of them didn't know what they are talking about and were just transferring me over back and forth. Today I finally got a hold of someone in T-Mobile that was able to push the claim higher up and process the unlock device, however now when I put my new SIM in the phone nothing is working, which makes me thing they did not fully unlocked it, and when I called Samsung asking if they can send me a new phone which I actually placed the order for, they rejected me and said it been more than 15 days, ( it was 45 days since I have placed the order ) and they cant do anything about it because its not their fault. This coming from the company who sent me the wrong phone in the first place, and now claiming they cant do anything about it. I don't think I will ever use Samsung again, I rather switch over and use different brands where customer service is much more helping and know what they are talking about.

[BandOfBrothers]

Hello @amgrafael12 and may I extend a Warm Welcome to the Samsung Community Forum Section for Uk and Eu Members 👋 

I can certainly understand the frustration this must be causing you. 

As far as I'm aware in the UK samsung provides unlocked to all networks phone's no matter whether they are sim free or sold with a contract. 

This is because in the UK it was made a rule by Ofcom that all phone's have to be supplied unlocked. 

https://www.ofcom.org.uk/phones-and-broadband/mobile-phones/mobile-companies-now-banned-from-selling... 

This leads me to believe that perhaps your not in the UK 🤔 

I'm sure you have but please double check your initial order to make sure what's phone you did order. 

Can you confirm please What region you are in. 

If your in the UK then you could use your Private Message option to send the information to the team via SAM_UK to see if they can escalate this. 

Take into account they cannot help if your not a Uk resident , and they can't themselves access the systems to activate an unlock. 

If your in another region then please do submit your post in your own regions section for a more appropriate detailed response from the Team and members there. 

If an unlock code is sent and it works then the phone becomes usable with any sim card so as yours isn't working then the unlock was wrong, keyed in wrong or perhaps needs a reboot by long holding the power button and volume down key simultaneously for over 7 seconds until it powers down , restarts and vibrates. 

Does the T.Mobile Sim card still work in the phone  ?

If i can be of any further help please don't hesitate to ask  😎