What I've experienced is like 'no customer service' or 'poor customer service'.
Edit: (Bought from Amazon preorder sales, this is Australia version, not grey import.
I could have it returned right away to Amazon without going any of this hassle, but I've used 3 note phones and I like its
hardware and softwares. It suits me well, I kind of need the tech very much. I want my problem solved very much instead of returning it to Amazon.
My problem is the bad customer service.)
My Note10+ has serious network issues (like drop to 3G more than 20 times a day when I was using the phone screen on, and stays on it for 3~5 minutes sometimes longer, when it is on 3G, basically you get something like 1 to 3 Mb down which is so slow can't open a web page ),
I'm using Telstra SIM, the same sim card working in my 2 year old OnePlus phone so well that I have only saw it drops back to 3G/HSPA for like twice in the last two years at the same location.
This Note10+ does the drop at Calamvale, Browns Plain, Sunnybank Hills, Garden City. Called Telstra, they confirmed there's no network issue in surrounding area.
Put the sim card in the note10+, then you constantly got the drops, mobile data cuts ( I use it a lot for hotspot that's how I noticed the problem from the first place).
Put the sim card back in OnePlus, it is awesome flawless network.
Visited Telstra shop to repalce the sim, no difference.
Submitted a support email on Samsung website, got a reply hours later with baked answers like I can try reset the network settings, reset the phone to factory default, or Visit the samsung support store for help. Then the conversation was shutoff right away, because my further reply can not be acceptted by their server anymore. I was trying to ask where's their support store.
Called Samsung support line 3 times, the first phone call, when I said it was purchased from Amazon Au, I was told they can't support grey import. They don't know Amazon Au is also authorised seller for this and was in the preorder. After I word that back, IMEI was requested to check if it is Australia stock. Then we were doing the baked troubleshooting steps, and the phone dropped the call right in the middle.
The 2nd call got another guy, he could not believe phone from Amazon is Australia stock and requested to check the IMEI as well. Then we confirmed things like I've already asked Telstra for network status. The 3rd call I figured out I'll make an apointment on the phone to visit the support center. Was told I'll need to wait 7 days before I can visit their Support store in the shopping center, because it is fully booked out. They can't sqeeze like 10 mintues out for me.
And when I visit them, the staff working there only thing they can do is accept my phone and have it handed over to the real tech guy somewhere else and that will take 1 to 2 days. There're one guy two girls working there, not busy at all, the girls were even chatting with their friends passing by.
And I went their half hour earlier than the appointment time, waiting at the nearby coffee club, in that 30 minutes, there was no other customer visiting them.
Unfortunately due to their support system failure, the 10 minutes hand over in store became 70 minutes, the support system just didn't work, so they have to keep my phone off the record, do a special manual operation for it.
And for some reason, my Samsung ID can login on the phone, but when logged in on the computer, it just wen to error, not able to do anything or even register the phone for warranty. screeshot:
My dad's samsung ID can login without problem when I logged out.
3 days later I got SMS saying phone's ready to collect, without mentioning like what they've found, what they have done, no store location or opening hours. And you can not ring back because that phone number does not accept phone call or SMS.
Went to the store, another guy this time, handed the phone back to me requesting my ID and sign the digit agreement right away, I asked what is that and what's the phone's problem and what they have done, he asked me to sign again, wasn't interested answering my questions.
So I asked again, this time he said this is to provide a signature saying I take the phone back.
And he has two documents saying what's the problem and what they have done.
He only provided me the documents after I provided the signature. Surprisly he said the phones motherboard and maybe other parts have been replaced, all firmware / radio firmware has been refalshed.
The document does say the problem I descripted, does not say what's the cause or what they've found, does say what they have performed (replace the motherboard and there you go ).
I asked should they ask me whether I want to go ahead with the repair for this new 2 weeks old $1600 phone or have it returned (to Amazon)?
He said yes. He said it was strange no one asked me before the tech guy did the repair.
After he helped me to put the SIM card in, he left me right away to check with another customer, the thing is, when the phone is turning on and going through the setup, it dropped back to 3G right away for like 3 mintues. It is on Telstra, the support store is in Westfield Garden City.
I was trying to show him the problem, but he seems really busy and can not leave the other customer.
So I'm going back to Apple and sending Samsung their shit back (returning to Amazon was easy, customer representative agreed with that right away the first minute.)
There's about 12 screen recording showing the problem I've uploaded to Youtube.
Hope you guys have better luck
By the way, the Samsung Dex sucks.
And another story:
I told the guy working in the support center that maybe they should print the phone's serial number on the case, because when creating support ticket/appointment online, the phone serial number is required, if the customer's phone can not be turned on, they don't have a serial number, they can't do the self apointment online.
I was told you can call Samsung and do the apointment on the phone, this way you don't have to provide a serial number.
Great idea!