G'day All.
Could really use your help here.
In early May my not so old Note Edge had an issue. The USB port wouldn't work. couldn't charge phone or access it via PC.
Rang Samsung and they told me to contact/send the phone to my nearest service center in my case the Vermont one.
Gave them a ring and explained the problem and they told me to drop it, I said I'll post it as I live 3+ hours away.
On the 25th of May I post the phone down with receipt and a note explaining the problem.
Two weeks pass and I have not heard back so I give them a call. They ask for my phone number which I stupidly forgot to include. I give them my name, address and type of phone but nothing is showing up. Luckily I kept the tracking number for the parcel and a check at Auspost confirmed the phone was delivered on the 28th May.
After giving them the tracking number they find the phone, they mentioned since I didn't give them my phone number they couldn't log it. I asked why they didn't just use my name or address they replied they needed a phone number. (I'll take the blame for that one). Now that they have the phone I explain the problem and they say a technician will look into it.
Two weeks pass and no word. Ring up again. The technician has to restore the phone and they wanted to make sure I was ok with that. I told them a phone call to let me know would have helped (they have my number now) and I also mentioned that the phone was factory reset when I sent it down so there was no need for him to do anything.
1st July 2015 I get a message saying the phone is ready to be picked up. I call them and ask if I can have the phone sent to me as I live in the country. lady on the phone says no worries.
7th July 2015 I get another message saying the phone is ready to be picked up. I call again and explain I asked for the phone to be sent to me. Lady on the phone says no worries It will cost $15.00 I say no worries, provide CC details and they take the money.
Here's where the fun starts. 7th of July was a Tuesday so I figured if they send the phone out on Wednesday the 8th I should have it by Friday or the following Monday at the latest. Monday comes around and nothing shows up. I leave it till Wednesday and call. The lady on the phone tells me it was posted out on the 8th of July. I tell her that I received nothing and she tells me she'll look into it and call me back but they don't call back, it's the way they seem to do things down there.
A couple of days later I call and explain the issue. I get told the same thing. this time they give me a tracking number with couriers please and tell me I can check it online. I ask if they have checked and the lady said that the website was down and they couldn't get any info. So I go to couriers please website enter the code and nothing comes up. So I give couriers please a call and they said that the tracking code doesn't exist.
Back to calling the bums at Vermont. I explain the issue again, tell them the tracking code they gave me doesn't exist. we will look into it and get back to you. This happened 3-4 times as I kept calling back.
20th July I call up and speak to a nice young lady who seemed like she might actually help me. She said she'll get back to me in 30minutes but she never did. So I call back the next day. I'm told that the courier company want CCTV footage of the delivery driver picking up the parcel so they can see how many packages he picked up that day. Of course the manager is not there and it has to be done the next day.
I let it go for a week. On the 27th July I call back. The lady on the phone says that I have to chase it up with the courier company. I ask why do I have to do it since they're the ones that chose couriers please. At this stage I'm over them and ask for a reference number for the case for couriers please. At this stage I'm over them and decide to give couriers please a call to see if I can get some info. So I call the courier company and explain the problem, the lady on the phone puts me on hold and a short time later comes back to tell me that they can't give me any info and the Service plaza have to chase it up. They would need to lodge an insurance claim or some crap like that.
So by now I'm pretty over speaking to the service center. So I decide to give Samsung customer care a call on the 27th July and speak to a lady that I explain the problem to and she seems sympathetic and wanted to sort the problem out. I provide her with IME number and details about the phone. She says it could take a couple of days before she gets back to me. I say thank you.
A week has gone by and I haven't heard from customer care. So today the 4th August I ring Samsung customer care again I speak to another lady and I explain the issue again. There's no new info and she says that she will escalate this to the manager and he will get in contact with the Service center.
You might have gathered that I'm a very patient person, but this is starting to go beyond a joke. I've had to buy a new phone (thanks ozbargain for the LG G3 deals) and I'm out of pocket a grand for a phone that has disappeared.
So what advice do you have as my next step, if Samsung wont do anything is there something else I can.
Sorry for the long rant.
Regards
Bud
That's an understatement