I received a new Samsung phone for my birthday. I didn't register my phone. It automatically registered in y Samsung Account when I activated the phone. I had a problem with the software not updating and Samsung Told me to send it in and emailed me a label. After they inspected the phone the Lateef problems and Pender the repair unroll I added a credit card that could be billed. I got the receipt from the person who gave me the phone, and after no progress showed on the repair I called to find out the status of the repair. The representitive pulled the receipt and told me the repair would would be done under the warranty and sent a revised ticket indicating a zero balance. The phone went back to tech support and this time they identified an unauthorized repair and voided the ticket saying my phone was BER (BEYOND ECONOMICAL REPAIR) and returned my phone unrepaired. I opened my phone immediately and found the S Pen was missing and the metal dust cover for the speaker. My phone also had a glass screen protector with dust and bubbles under it that did not belong on my phone. I called immediately and was told I would have to return my phone, given a reference number, and instructed to wait for Customer Relations to call within 48 hours to tell me they voiled the BER STATUS and emailed me a return label. I waited and no one called me. For the past few days I call and Customer Relations tells me they will correct the issue and then someone in the executive office cancels the request. I am just getting transferred around and placed on two and three hour holds. Samsung ruined my brand new phone. It doesn't have one scratch on it. I am dealing with the store to get to the bottom of if there could have been an unauthorized repair on what they sold as a new phone. I just do not understand how A phone can be returned missing parts and Samsung refuses to fix the parts they didn't return to me. I can buy a new S PEN, but I have no idea how to replace the earpiece dust cover. I have lost all respect for Samsung after being treated this way. My Samsung account has a list of registered products and only one time a couple years ago did I have one repair. They handled that one very professional and as I expected. How can they not send all of my phone back and refuse to correct their mistake?
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I am caught in this same frustrating situation with Samsung. I have been a Galaxy Note user since the Note Line came out. I have 5 Note products and had more interactions with Samsung over the years than I can count. I always felt like Samsung treated me like a loyal and valuable customer, until the past few weeks. My Note 4 phone finally wore out and my daughter bought me a new one she found for sale at a wireless store that is a Samsung Authorized Retailer. I activated on July 10, 2017 and the new phone automatically appeared in my list of registered devices in my Samsung Account. My new phone would not complete the software updates available for the model and kept getting very hot. I chatted and was told to send my new device in for repair. I sent my phone in and it was checked out and then pended for me to pay the repair fee, becasue I had not uploaded my purchase receipt since it was a gift. I called Samsung about being charged to repair a new phone that was under warranty and was told to upload the receipt. I uploaded the receipt and the status on my ticket never changed, so I called support to find out the status of my repair. I was on hold and waited for almost an hour and the representitive finally returned to the phone and said my receipt had never been added to the paperwork and my phone had been just sitting there. She told me she spoke to her supervisor and the work would be done for free under the warranty and sent me an email that stated this. Then I checked the status of my repair ticket and the ticket stated my phone was ruled "BER" Beyong Economic Repair and being returned to me unrepaired. I spent hours being transfered and on hold while representives spoke to the customer relations department and finally was told it was too late to do anything because BER had been added to the ticket and it had already been sent backto me. I waited for my phone to be returned from UPS and when I opened the box my S pen was missing, as was the metal grill that covers the earpiece. I felt sick sending my new phone in to Samsung where I felt it would be cared for only to have it returned incomplete and still broken. I called immediately and spoke to Leo Niel and he looked at my records and said my phone was under warranty and should have been repaired. He said my S pen was not included in the inventory list of items they received. I was told to send everything but the sim and sd card so technicians could check the phone completeley. I also left my screen protector on even though i was told not to send it. I decided to let the tech remove it because it is so hard to leave the screen unprotected. The screen protector was not listed in the inventory either. When my phone was returned it had someone elses screen protector put back on it and it was not mine. I waited on hold for another hour while Leo talked to customeere relations about what to do about my phone. They needed me to send it back becasue the earpiece was left off when it was returned, but they were not sure how to have it returned since it had be marked BER. A new S pen was ordered and I was given a ticket number. Leo came back on the line and said he had good news. He said they decided they would repair my phone and replace my missing earpiece at that time. He said they had to figure out how to do the repair since the phone was marked BER and could not generate another repair label. He gave me a new ticket number and said I would receive a call from customer relations within 48 hours when they figured out how to remove BER of my record. Tonight I called Samsung Support at 6:15 pm because I had not received a return call and was told the ticket had been cancelled! She said the office had closed at 6:00 pm and I would have to call back after 9:00 am in the morning to find out why someone cancelled it. I know Samsung is a huge company that makes a lot of money, but you can not treat loyal customers that way. It just is not fair. My phone was inspected, problems identified, and the repair pended until I made payment with a credit card. After I uploaded my purchase receipt proving it was new and under warranty, my phone is suddenly reinspected, marked BER, and returned to me in terrible shape with missing parts and parts that did not belong to me. Customer relations promises to repair my phone for all the inconvenience they have caused me, but leaves me waiting by the phone for 48 hours to receive instructions on how to return my phone to you. Nobody calls and instead someone just canceled the ticket and never tells me. How can anyone at samsung thing it is acceptable to treat any customer like that? The time you spend avoiding making repairs to your products has to cost more than it would if you had just repaired the phones. I am a person that has feelings with a 92 year old mother and I need a reliable phone. I am older and loved my original Note 4 phone which you do not sell any longer. My family knows how much I love my phone and found me a brand new Note 4 replacement. My purchase receipt indicates it is new and purchased from one of your authorized retailers. If he made unauthorized repairs to the phone and sold them a refurbished phone as a new phone, I would think you would honnor the warranty on your product for customers and take the matter up with a retailer you authorized to sell your products to find out what they are doing with your products. Surely someone at Samsung has to realize loyal customers deserve more respect that they are receiving currently.
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