Flip 6 - Screen Failed - Phone Only 2 x Months Old - Samsung Managers were useless and weren't interested Helping Me..!!

[Members_vD32gg2]

Basically i have had the above phone for only 2 x Months and it was direct from Samsung and failed completely

This is the second Samsung I have had thats had a failed screen, and when i spoke to Samsung today...

THEY WERE ABSOLOUTELY BLOODY USELESS AND NOT INTERESTED...!!!

Here is what i sent them....

I would like to complain about the disgusting customer service I have received.  

I purchased the flip z6 and had it 6 weeks when the inside screen stopped working. I spoke with Samsung and my phone was sent off for repair in Stoke on Trent.  I called for an update and was told it would still take 2 weeks to even look at the phone as they have a backlog. I complained that when the repair was booked in I was advised a worst case scenario of 13 days to get a repair! 

When I complained, they put me through to Samsung. After speaking to many different people and escalated to the shop team, and finally the customer solutions team, I have gotten nowhere. In fact, the manager Baasit in Customer Solutions was rude and so unhelpful. I have spent all morning on the phone to Samsung. They even cut me off and didn't ring back. 

Having a brand new phone for only 6 weeks before it breaks is awful. I want a replacement phone or a  refund. Samsung can give me no help, no date or timescale and the customer service has been terrible. My son has complex care needs so I need a phone. I have been a loyal customer to Samsung for years and they have spectacularly let me down.  

I am devastated by this and feel completely neglected by Samsung. I will not be choosing Samsung products again after seeing how you treat loyal customers. 

I look forward to hearing from you ASAP 

Lets wait and see what response i get..!!

Anybody else had similar experiences...?

[BandOfBrothers]

Hello @Members_vD32gg2 and may I extend a Warm Welcome to the Samsung Community Forum Section for Uk and Eu Members.

I'm sorry to hear of the issues and support, or lack of ,you have experienced. 

This forum isn't anothet route for customer service however the team via a direct private message to SAM_UK might be able to advise further. 

You do have support also via https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act-  2015

And you might be covered if you paid via a Credit Card under their T&C's of purchasing via their card. 

[AndrewL]

@Members_vD32gg2: I'm sorry to hear of your frustration surrounding the service you have received. While we do strive to return devices to customers as soon as possible as part of the pick-up repair service, the turnaround time is dependent on parts availability, as well as the availability of engineers to complete the inspection and repair process. Sadly it won't be possible to fast track the repair process, however I absolutely understand your urgency given your circumstances.

If you send a private message to Sam_UK by following the steps in the link below, then myself or the other mods can look into this for you, and provide any available updates on the progress of the repair. 

https://eu.community.samsung.com/t5/samsung-lounge/how-to-send-a-private-message-on-the-samsung-comm...

Please accept my apologies for any inconvenience this has caused you.

[DeekyEvans]

I had similar experience, flip 6 failed was given the runaround , poor customer services, only being told the device needed to be fixed, no refund no compensation, even my screen protector was just destroyed and not replaced in the repair
So although it is repaired my confidence in samsung is damaged and the lack of actual help given is minimal, especially on a £1000 device which failed in around 2 months. I received a call to keep compounding issues and offer a lengthier timescale for repair

[Kojak48]

Trust me when I say, Samsung doesn't care about you or your phone breaking. They only want your money. That is all. They have become a crooked company and it all started for me after the Z fold 3. Because of their deceptive business practices and complete disrespect of their loyal customers they will never get another dime of my money.

I have literally purchased exclusively samsung phones since the galaxy S3 and I have purchased their watches and earbuds too for years. Like I said not a dime of my money will go to Samsung in the future. I'm seeing the same crooked and illegal business practices reported on here over and over by every customer they have let down and I am at a loss as to why and how their hasn't been any class action lawsuits over this yet.

Come on somebody it's time to sue them and make them pay. 

[Members_DDNubC2]

I was going to buy a z6, don't think I will now. I have heard a lot of bad things about samsung support and the poor quality of the z6. 

I do hope they sort yours out soon. 

[Alikhanijabarabadi]

Phone Only 2 x Months Old - Samsung Managers were useless and weren't interested Helping Me..!!

[Alikhanijabarabadi]

I bought z6 around 2 months ago ,right know screen doesn't go in on ,and call Samsung ,Samsung just text me 

number and address cellphone riper shop ,after 2 months has that problem how can keep phone for 2 years 

please let me know,

I want change phone ,