29-07-2022 07:02 PM in
Today I have experienced the worst customer service to date. I recently tried to have the small front screen protector replaced professionally and I was willing to pay. I was advised by Samsung Support to go through their repair centre, they asked me to check the main screen was not lifting as well. If it was lifting warranty would probably cover the replacement of the front screen protector as well. I noticed the screen was very slightly lifting and called Samsung Support to update my notes. I took images with my phone as evidence of the screen lifting (images with phone on). The phone was collected by DPD which was also terrible experience as the courier threw all the packaging containing the special packaging to send the phone at myself and on the floor. I have security footage of these events. DPD just gave me an apology when I complained and told me they could not receive the footage. Today I received a quote from TMT First Repairs telling me I had damaged my main screen and that it would cost me £409 to replace and no supporting evidence. Obviously I was not very happy about this quote and contacted Samsung Support to discuss that I could not understand the so called damage. The agent then contacted TMT to be told I must of pressed to hard on the screen to cause the lifting. The agent explained I would have to pay or contact the repair centre myself. When I asked to speak to higher management he explained there was no one to talk to and that it was up to me to resolve. I contacted TMT who told me I had punctured the screen somehow and sent me photos of the screen (images below with phone off). Even though this was a different explanation from the agent he then went on to say the spine cover had signs of cosmetic damage and this put the phone out of warranty anyway. Samsung warranty is not affected by cosmetic damage only screen cracks, deep scratches and anything else which affects the operational function of the phone. I then contacted Samsung Support again and explained the situation, the agent agreed he could not understand their findings and also the fact his colleague told me I could not escalate the issue. He raised the issue with his manager who also agreed and then transferred me to customer complaints. The customer complaints agent explained that the repair engineer could not of damaged my phone and that the damage according to the repair engineer placed my phone out of warranty. The only thing he could do is raise a 'damage in transit investigation, 10-14days for an answer'. Once again no one higher up to speak to??? Why will they not just authorise the work??? It seems to me they're finding any excuse to make money out of their own loyal customers on a failing phone design. I wish I had never bought this phone, I had to wait 3months just to get it when first purchased. Today I have spent 4 stressful hours on the phone to basically get nowhere and now wait a further 14days to probably get no positive result. THANKS SAMSUNG NO.1 CUSTOMER SUPPORT. Photos attached Let me know your thoughts??
05-10-2022 04:10 PM in
Mine has been repaired by another Samsung authorised repairer, that said, had they looked at it first that they would have deemed it a warranty claim. TMT are clearly making the most of ANY marks on the phone to not honour the warranty. If you're under contract for the phone, go to your mobile provider and tell them it's not fit for purpose. Perseverance is key and they will have to pay for you.
17-10-2022 11:24 AM in
14-11-2022 12:11 PM in
14-11-2022 12:15 PM - last edited 14-11-2022 12:16 PM
24-11-2022 12:04 PM in
24-11-2022 01:07 PM - last edited 24-11-2022 01:10 PM
Sadly it is, it's standard Samsung warranty that specifies this. The only thing I would say, without incriminating anyone, is try approaching another authorised Samsung repairer. My phone was fixed by someone else (as I have previously said on this thread) and they said if they'd have received it as a warranty claim, they would have allowed it. So the issue in the UK appears to be that Samsung refer to one repairer, who is obviously under instruction to always reject them
19-02-2023 02:12 PM in
I have an issue with the Samsung z4 fold the middle screen has broken behind the screen there is no damage on either screen but Samsung have refused to repair due to some cosmetic scratches on the outer case see photos. My phone is 6 months old and the scratches are only cosmetic due to using the phone and having in in my pocket. It's ridiculous that this company can get away with voiding the warranty over cosmetic scratches. You pretty much can have the phone but if you use it or have it in your pocket then they refuse to repair it. It's like you can't take it out the box as they won't honour the warranty if you do! The 2 year warranty you get with all Samsung products isn't worth the paper It's printed on!
there are alot of functions on the phone that i can't use because it relys on the middle screen like finger print security ect. I am still able to us the front screen but I baught the phone as I work in construction and it was great for the drawings but now it's pretty much a paper weight as the middle screen doesn't work at all