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UK S24 Ultra replacement.

(Topic created on: 29-01-2024 04:29 PM)
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Char93
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Has anyone had to send back an S24 Ultra due to it being defective? 

Samsung quoting me 10 working days turnaround, so looking at 2 weeks - just wondered if anyone could comment if they have got the replacement any quicker/took any longer. Seems a long time considering I sent it yesterday and it's already been delivered to their warehouse. 

Their customer service is not much help and apparently they can't speak to their logistics team 🤔

Thank you.
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35 REPLIES 35
Joeeye
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When you consider they're probably still catching up to pre-orders, I don't think it's unreasonable to expect a bit of a delay.
Char93
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Wasn't really my question but thanks for your response but I have to disagree - they sent me a defective item that obviously had no quality control check so why should I have to wait again. They should get a replacment out ASAP I feel instead of being put at the back of the que it seems.
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TheDenny
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Don't settle for their decision. Ring Samsung again and get them to email dispatchment department to send your mobile as its unacceptable to receive a faulty product and not have a quick turnaround time. Hope you get your new mobile working and on time
Char93
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Thank you my friend. I have tried and tried but their customer service are like a robot and can't actually do anything. Sat on hold for over an hour, tried the online thing too but same outcome. They told me they have no contact with their logistics team 🤔
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TheDenny
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So sorry to hear about your negative customer service experience. Either way ensure it is logged and then hopefully you can be compensated for your time and effort wasted in the chasing. They have contact via email to logistics so insist they email whilst you are on the phone and they expect an emailed solution sent to you
BandOfBrothers
Samsung Members Star ★★
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Hi @Char93 

Sorry to learn that you've had to send a Samsung Galaxy s²⁴ Ultra back to Samsung due to issues with it. 

I think it's reasonable to expect a fast as possible turnaround to have a new phone delivered.

Logistics and stock availability will determine how fast this will be. 

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. "

Char93
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Thank you - if you have a contact in Samsung logistics that would be great 😅 cheers
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Obsydian
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Assume you within the return period, return it and order another. Never ever go with the early failure fix, for any item not just phones.
Regards Obsydian - (Car & Tech Evangelist)

MY DEVICES: ZFold4, Watch6 Classic, Book2 Pro i5 5G [Laptop], Buds Pro2, M70A 32 & 43”; [Monitor], Smart Tags, Dell Inspiron G5 [Laptop] / FAMILY DEVICES: ZFlip3, ZFlip4, ZFlip5, Watch6 Classic, S8 Ultra; S7+ [Tablet],  Buds Pro, iPhone 12, iPad Air 2, Air tags, iPad Mini 5, iPad Pro 12.9 GEN2 [Tablets] / HOME DEVICES: QN95A [TV], Q900A / SWA900S [Soundbar, Rears], MC28M6075 and MC32K7055 [Microwave], Jet 75 Complete (Vacuum), Samsung Level [Speaker]
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Char93
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I am yes - they have said they will replace not repair. I don't really want to cancel the order as I've used the trade in, discount codes etc so would end up being even more hassle and I'd end up losing out.