Poor Experience: 2x Repair of Samsung Phone - Issue Still Not Resolved. Has Samsung Support Been Acceptable to You in The past?

Crosscade on 28/02/2022 - 11:11
Last edited 01/03/2022 - 14:38 by 1 other user

I am incredibly frustrated with Samsung, so this is a bit of a rant topic.

My S20+ Samsung phone has been playing up since around Christmas, randomly freezing and restarting at times. I did lots of self diagnosis, factory resetting, upgrading to Android 12 (issues started when on 11), removing all but the most basic of apps, running in safe mode etc, having it plugged in, having the case off… As the issue is seemingly random, it is very hard to correctly diagnose, but I have have confirmed issues with the phone plugged in, in safe mode, and with case off, so I don't think it could be software related (or at least shouldn't be). Phone has always been in a case with a screen protector, and there is no physical damage (no scratches or dents etc).

I finally sent the phone in for repair with Samsung, which went relatively smoothly. I posted it and received the phone back in around a week. All they had done was do a factory reset and said they couldn't replicate the issue. I was a bit frustrated, but I didn't have an issue for a day or two so thought it might have been fixed.

After more resetting I didn't want to sent in to Samsung without getting video evidence, so I took to recording my phone with another phone at times, and managed to get videos of it playing up and resetting. I factory reset my phone, put the videos on the phone, and uploaded videos online and made sure to provide a link in the repair notes.

After a few days, Samsung sent me an SMS stating that the phone 'qualified' for a free repair (as it should be, it is under warranty), and that it would take an estimated 2-3 business days. I said yes to proceed. After another week, not hearing anything and Samsung's online repair tracker not changing, I chatted with Samsung Support online and they said it was still under repair, but would escalate the issue and someone would be in contact within 1-2 business days (never got this call).

I waited another few days, and nothing. I then finally got a text saying the phone was repaired and being sent back. I received the next day. Looking at the repair note, they replaced the battery, charging port, and case maybe? That night, the phone reset a few times, I managed to get another video of it resetting right before bed.

The next morning I was about to set up a third repair request, but figured I should chat with Samsung Support as I am getting sick of sending the phone in and having to keep switching phones etc. The Samsung rep indicated that the repair had been escalated and could see that I was meant to get a call from Samsung, and they stated I should hold off sending the phone until I got the call. I said, I was still waiting on a call from the previous week that was meant to be 1-2 business days. They assured me someone would be in contact, and if I didn't get a call, to contact support again.

2 days later, no call, so I contact support. They have no record of there being any call back, and indicate the only solution is to send my phone in for repair. Frustrated as I literally was going to do this a few days prior and only did not due to their support saying not to, I got pretty annoyed about them not having anything on file even though I had the chat logs saved. As I was not getting anywhere with this support agent, I opened a separate chat with Samsung, and surprisingly this guy said, no actually there was a callback request on record and should get a call within 1-2 business days. I got really annoyed with the first guy as he obviously didn't have the same information for some reason. I tried to escalate to actually speak to someone. I finally got a call from his manager, who indicated that they would organise for a call from their VOC team within… "1-2 business days"… So the weekend happens, phone still playing up, including while using it as a GPS. Freezing where I can't turn it off.

This morning, I finally got a call from Samsung VOC, and they said, sorry not sure why you were told not to send the phone in, you need to send it in before we can do anything… I said surely you've had the phone twice now within a month, I don't want to have to send it away again and be without my phone for who knows how long. No good, only solution to send in and then can see what the next steps can be.

I am over Samsung. They wasted over a week when the phone could have been with them anyway. I don't think I'll buy another product from them. I can't imagine this would have been the case with Apple. I know this, in the scheme of things, is very petty and not important, but definitely not impressed by the level of support and lack of clarity in the whole process.

TLDR - Samsung Phone "repaired" twice, want it to be sent in for a third time after giving me conflicting stories and no calls several times despite saying they would.

EDIT: I didn't get anywhere with Samsung Support in the end, so I have shipped off the phone for who knows how long. Not sure what resolution I will get. I might update once anything else happens.

Poll Options

  • 15
    Yes, I've had a repair/support, and it went smoothly
  • 26
    Yes, I've had a repair/support, but wasn't satisfied with the experience
  • 11
    No, I have Samsung products and have never needed a repair/support
  • 6
    No, I don't own any Samsung products
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Comments

  • SF3 on 28/02/2022 - 11:22
    +5

    Sounds like you got a Samsung lemon.

    Unlike their (recalled) wash machines, your phone isn't self igniting…

    • Crosscade on 28/02/2022 - 11:28

      It's been pretty good phone for nearly two years, only in the last few months (as it is coming up to the end of warranty) that I has really been playing up.

    • GG57 on 28/02/2022 - 11:29
      +1

      A Sumsang

      • bloom on 28/02/2022 - 13:26
        +2

        Does sound like sumsang wong with it

        • jv on 28/02/2022 - 16:34

          sumsang wong

          Are they the Chinese made ones?

          I only get the ones made in South Korea.

    • HeWhoKnows on 01/03/2022 - 13:43
      -4

      OP has given lots of USELESS detail but avoided the most important ones

      How old is the phone?

      What has OP possibly done to the phone to cause this problem?

      Has the phone been dropped or subjected to possible water damage? (no they are not as water resistant as they say)

      Has OP checked online to see if other people are having the same issues with the same model and possibly offered fixes?

      And has OP tried using ODIN to completely wipe the phone and perform a full CLEAN INSTALL?

      • Crosscade on 01/03/2022 - 14:36

        Did you read any of this, I've given all those details.

        It is an S20+, just under two years old, still in warranty.

        The phone has no physical damage, and the two times that Samsung have had it they never even said anything as such. They opened the phone to replace parts and didn't note any water damage.

        I did lots of troubleshooting, and attempting to find a solution.

        Why should I have to download ODIN and find the correct firmware and do a clean install? Why should any normal customer need to do that? Would Samsung support me if I stuffed up the process? Not to mention that the first repair they reinstalled all firmware and it still has persisted.

        This is a bog standard, non-rooted phone that has been kept in good condition, with no out of the ordinary software/apps. Even without any apps on a fresh reinstall in safe mode the phone has the same resetting issue.

    • bamzero on 04/03/2022 - 11:50

      Well, they had that feature on one of their phones too if you cast your mind back to the Note 7.

  • Hithere on 28/02/2022 - 11:35
    +2

    Your next step IMO is to contact ACCC and lodge a complaint.

    If a product or service you buy fails to meet a consumer guarantee, you have the right to ask for a repair, replacement or refund

    • Crosscade on 28/02/2022 - 11:47

      I will send to them to repair as probably the fastest way to get this sorted. I just thought that they would were having me hold off as they were going to call and they would send me a replacement (and I send the old phone back once received) rather than having me send in for a third time…

      I'm not impressed at all with the run around. Best they could offer me after the 2nd repair not fixing the issue was a $100 off getting an S22…… yeah nah.

    • andresampras on 28/02/2022 - 12:22
      -1

      but this phone is out of warranty so the statement above doesn't apply, I'd think?

      "but what about statutory warranty", I hear you say.

      Samsung isn't refusing to do anything about it, they're just being disorganised through the process (can't prove this is intentional I guess). Not sure at this stage the ACCC or Fair Trading or whatever will step in, but happy to be shown otherwise.

      For stuff like this I always like to have an email trail (as opposed to phone calls), just in case things go south as they have in this case.

      • BewareOfThe Dog on 28/02/2022 - 12:57

        Don't Samsung have 2 years warranty as a standard?

        • andresampras on 28/02/2022 - 13:05

          you're right. OP mentions it's under warranty. ignore all but the last line of my post.

          • BewareOfThe Dog on 28/02/2022 - 13:07

            @andresampras: I had to think, and I just checked, it was released @ 4/3/2020, so should be fine for Wty.

            • Crosscade on 28/02/2022 - 13:38

              @BewareOfThe Dog: Bought on the 10th of March 2020, so getting close. I am worried if they don't resolve the issued before the 10th of March they'll just wash their hands of the whole situation and say its out of warranty.

              • andresampras on 28/02/2022 - 13:48
                +1

                @Crosscade: this I'm 100% sure they can't do/won't attempt, because you started the process before the warranty ran out.

                • Crosscade on 28/02/2022 - 15:09

                  @andresampras: They better not! With the way that they aren't correctly keeping notes of our communications I am worried they'll just ignore me that fact.

      • Crosscade on 28/02/2022 - 13:41

        As said it is in warranty.

        I have chat logs from the online chats, so it was very frustrating when I am being told multiple different things by different agents. I was copying sections from the previous chat about waiting for a phone call and it didn't make a bit of difference.

        The problem is that you need to talk to someone to have any chance of getting someone with the power to actually resolve the issue other than getting the standard responses. And even in this case though seems the VOC person didn't seem to care and just said I needed to send the phone in.

        • andresampras on 28/02/2022 - 13:49

          what is VOC? I keep translating it to 'victim of crime' in my head

        • BewareOfThe Dog on 28/02/2022 - 14:32
          +1

          Because you started the ball rolling, and you have been pro-active, you will fine.
          You may need to mention ACL, and the unit should be replaced (not repaired a 3rd time) with an equivalent unit, or better (S21?). $100 off an S22 is lousy IMHO. If they said 50% or more, that that would be acceptable.
          Best of Luck, with the next step. When on the chatline, I would ask to speak to their Team Leader, as this is an ongoing matter that should have been solved. Unfortunatly Diagnostics software that Companies use only go so far, and it's not until you start loading other 3rd party Apps on there, that problems will occur. Then there is the blame game, however, if you have quite a few products failing plus evidence, ii means the unit you have is a lemon. I also purchased Samsung Wty on top of my last 2 units, so it covers accidental damage, so in 18 months time, I will be sending my Fold 3 in. ;)

          • Crosscade on 28/02/2022 - 14:50

            @BewareOfThe Dog: I wish they actually engaged with me, rather than just ignoring everything and wanting me to send it in. Even the VOC person was not compromising at all.

          • Crosscade on 28/02/2022 - 15:11

            @BewareOfThe Dog: I had to keep asking for the guys manager to try to get them to acknowledge the call back, but in the end I got a call from him but it didn't help out (just led to the VOC call that was useless).

    • HeWhoKnows on 01/03/2022 - 13:46

      There are so many things a user can do to cause issues to their phone.
      Its not necessarily a manufacturing fault - but it could be

      • Crosscade on 01/03/2022 - 14:28

        When the issue persists despite many factory resets (with them flashing new firmware), when I have removed all but the very basic/included apps, and while the phone is in safe mode, I don't know what else it could be other than a fault.

        I think blaming the user in this case is just scapegoating.

  • Quantumcat on 28/02/2022 - 11:52
    +2

    If this was an iPhone they would have given you a new one at first contact most likely

    • Crosscade on 28/02/2022 - 11:56

      Exactly my thoughts. With the new S22's etc removing more and more features (no removable battery, no headphone jack, no SD card etc.) the reason to not just go with an Apple seems to be reduced.

      • Quantumcat on 28/02/2022 - 12:17
        +1

        Yeah SD card and easily replaceable battery were my reasons for giving an android phone a try for a few months

    • JimmyF on 28/02/2022 - 13:53
      +1

      If this was an iPhone they would have given you a new one at first contact most likely

      No they wouldn't.

      The ones that Apples gives you on the spot for warranty are 'swap' phones. They give you a repaired phone that someone else handed in for a repair. That phone aka your old phone is then 'repaired' and returned to the pool for the next person.

      • Crosscade on 28/02/2022 - 14:48

        I wouldn't mind, provided it is a working phone that has no marks, the same condition as my phone. I am not asking for a new phone, just a working one!!!

      • Quantumcat on 28/02/2022 - 15:29
        +1

        I meant new to you. Do you don't have to go through this protracted nonsense like OP is going through.

        • JimmyF on 28/02/2022 - 16:19
          +1

          I meant new to you

          Not what you claimed the first time round, but yes 'new' to you but still 2nd hand.

          Do you don't have to go through this protracted nonsense like OP is going through.

          It's all built into the price you pay for a Apple device I guess.

          • Crosscade on 28/02/2022 - 16:28
            +1

            @JimmyF: TBH with the price rises on Galaxy phones there isn't a price advantage any more.

            Iphone 13 from $1,199
            Galaxy S22 from $1,249

            Yes, Samsung usually has more discounts and price drops, but there isn't a big diffence any more.

  • ozbs25 on 28/02/2022 - 12:00
    +1

    Our Samsung TV died after two years. Bit of finger pointing trying to shift responsibility ensued between Samsung and HN. Eventually had to bring up ACL then Samsung sent someone out to take a look. They deemed it faulty and we were able to get a replacement. They gave us the latest equivalent model and we've been using it ever since. We paid $2800 or so in 2011 and that was deeply discounted so I think ours was a pretty decent TV. Sometimes how good your TV is makes a difference. All in all we've had a pretty good run with the TV. Samsung weren't great but in the end they did the right thing by us. Just needed a little pushing.

    • Crosscade on 28/02/2022 - 12:01

      I bought two new Samsung tv's last year. Hoping that they don't have any issues anytime soon.

  • [Deactivated] on 28/02/2022 - 12:07
    +3

    i was with samsung from s5 until s8, the s8 had a disappointingly low battery life and i know i wasn't the only one as my father also had one and didn't like how often it ran out of battery either.

    from what i can tell, they just aren't great value any more, i went to a chinese brand (oneplus 7 pro) and i immediately noticed the huge performance increase as well as the much longer battery life.

    i don't suggest samsung phones anymore, they are alright, but for the money you are paying, they are not that good. if you want android, go chinese. if you don't necessarily need android, go apple.

    • Crosscade on 28/02/2022 - 14:47

      This is starting to be my thoughts too. TBH not too sure able any chinese phone either.

      Android is great, but the phones it is on aren't wowing me.

      • [Deactivated] on 28/02/2022 - 15:00
        +1

        i was sceptical at first too but the chinese phones are far better value. got my mother a realme and my grandfather got one on my recommendation and both are happy with them

        iOS takes a bit of getting used to but i got an iphone last week and the only real benefit to android that i can see so far is the ability to install extensions (like ublock origin) on firefox mobile.

  • skid on 28/02/2022 - 12:34
    +1

    I have had multiple good experiences with Samsung support.

    On reading your story, I would have kicked up a stink and asked for a refund or a new replacement because it's a 100% hardware issue - the factory reset would have fixed it if it were software. For the price of a flagship phone, a refund/replacement is justified.

    Normally a phone resets if the CPU overheats. Was the phone running hot at the time?

    • Crosscade on 28/02/2022 - 13:08

      I've been in the process of trying to get to talk to someone to kick up a stink, and it's gotten me nowhere so far!

      I thought the overheating might be the case, but it's very inconsistent when it resets.

      I've done stress tests on the phone and had no issues (monitoring it's temps also), unable to get it to reset. I've had the phone literally reset when just sitting locked on the table not in use at all. I've had it reset plugged in. Reset with the case off. Reset after rebooting 10 seconds later.

      I don't run anything software wise that should cause it (all from playstore), and still have had it happen when it was in safe mode.

      I think must be hardware, cpu or memory maybe. Very random.

  • mooney on 28/02/2022 - 13:19
    +1

    Honestly I prefer Android over IPhone but I went back to Apple after experiencing poor customer service with my old Android phone (was Samsung S10+)

    I am too tired and busy to be messing around in the ways you mention above. I even get the extended apple care these days so I can just throw it at them and get a replacement without having to do any dance.

    I was tempted to go Google but then I had a shocker of a time getting a replacement for my OG Google Home, so for now am stuck with apple. It’s ok, but I am a tinkerer and it kills me being quite so locked down.

    • Crosscade on 28/02/2022 - 13:28

      Exactly starting to be my thoughts. I am getting sick of the runaround. Having to use a 7 year old phone for weeks while Samsung dawdle with the repair is very frustrating.

      I almost just gave up and was considering trading in with some of those extra trade-in specials, but shouldn't need to just trade in a less than 2 year old phone because of a fault that should be repaired. I like keeping my old phone anyway as a back in these exact cases. I am also less than impressed with any Android offerings at the moment, so not sure what would I even trade up to.

      • mooney on 28/02/2022 - 15:04
        +1

        Am the same. The smartphones are kinda becoming homogenized anyway these days. Not that much difference. Last android phone I really loved was the essential phone, if it had had decent cameras it would have been perfect for me.

        Now am on iphone, its well made, it's functional, cameras work great, its easy to find accessories.. but I really dont love it. Plus side is the apple watch is great, i did miss it when i spent my years in the android world (samsung was only close option)

        • Crosscade on 28/02/2022 - 16:30
          +1

          My family are on iPhones, though my wife and I have Samsungs. Times like this make me think why do I bother and should just get an iPhone next.

  • AussieDaddy on 28/02/2022 - 13:51
    +1

    I have S21 Ultra that has been giving me headache for ages (poor network issues) and I have been thinking to contact them, but this makes me dread that they would put me through the same hell.

    My two previous Samsung phones were fantastic, but unfortunately the S21 Ultra was a lemon. I was stupid to trade in my S10+. Should have kept that one. And I don't see the point of trading up to S22 Ultra for a phone that I bought less than a year ago.

    • Crosscade on 28/02/2022 - 13:56
      +1

      Shouldn't have to trade up a phone (give them more money) to resolve a issue with the old phone.

      I think these non-obvious faults are the hardest for them to repair, and they will do everything but replace the phone first. Wastes everyone's time.

    • thedean on 11/03/2022 - 16:17

      I actually just sent in a VoC request on my Zflip that is having that exact issue.
      Was sent in for repair, where the staff at CSC apparently "Replaced Main", whatever that means, with a very poor glue job that did not resolve the issue.
      Visited Samsung store today, to send the poor phone on it's way for apparently at least 3 weeks again now.

      For me, it was call drops etc, then after a while, a speedtest would max out at 2mb/s, clearly something very wrong.

      Hopefully they can arrange a replacement, as I do not want the poorly repaired phone back.
      Wish their service was a little better, never used to be this bad.

  • Summoner on 28/02/2022 - 14:13
    +1

    Where did you buy the phone? Talk to the retailer for help if you bought it from retailer like officeworks.

    I had similar issue previously. My issue was speaker, Samsung service center returned the phone back stating no issue found. The speaker issue was clear as i have demonstrated the issue at the samsung kiosk and officeworks (where i bought the phone from). Anyway, when Samsung returned the phone without any repairs for the second time, i got officeworks involved. The manager saw the demonstration, and acknowleded the issue, asked me to send the phone for the repair for the third time. When Samsung just returned the phone again for the third time, the manager at officeworks just refunded the full amount. So its worth a try.
    If you boight it directly from samsung, try asking for a refurbished phone, or ACCC would be your only answer.

    • Crosscade on 28/02/2022 - 14:17

      Bought it from Samsung Education Store, but they don't seem to care about that. No one else unfortunately to take it to.

      I would be happy with a replacement phone, I'm just salty that it is taking so long to resolve and I am getting the run around.

      • Summoner on 28/02/2022 - 14:22
        +2

        I feel your pain. I was pissed too when it happened to me. I would still be pissed with Samsung if officeworks did not refund the money.

        Regardless of my experience with Samsung support, here i am still buying Samsung phone…. They are great phone with all those discounts. Until the problem hits you. I am glad it only happend once till now.

  • BewareOfThe Dog on 28/02/2022 - 14:33

    What area do you live in?
    There might be a Samsung store nearby?

    • Crosscade on 28/02/2022 - 14:40

      In Brisbane, but closest store is 20 minutes away. With current floods not going anywhere.

      • BewareOfThe Dog on 28/02/2022 - 14:57
        +1

        All the best up there.

        I heard the SES chasing volunteers in Lismore, then they they started telling them not to be involved because of the Risks with currents etc.

        Is the ABC broadcasting up there? I just heard the building was surrounded by water.

  • BuyoTheCat on 28/02/2022 - 14:58

    My experiance was good. However I was able to go to a samsung store and showed demonstrate the problem in front of a staff

    • Crosscade on 28/02/2022 - 15:00

      I wish there was some way of triggering it reliably, all I can do is show the various videos I have recorded. Closest store samsung wanted to send me to was Harvey Norman, so don't know if they would do anything other than just collect it for repair.

      • BewareOfThe Dog on 28/02/2022 - 15:15
        +1

        All the Harvey Norman store can do is act as an agent, and have it sent away (on Samsung's behalf ), as it was not purchased from them. I doubt there will be much more they can do, and can only do what Samsung says.

        • Crosscade on 28/02/2022 - 15:25

          It seems to be getting sent to Techworks in Banyo for repair, which isn't near me.

          I understand that diagnosing a intermittent issue is very difficult and they don't have time to sit and test the phone for hours and hours to make sure it works, but you'd think maybe after trying two times a replacement might be offered rather than attempting repair a third time. I don't see how it can be profitable to keep sending the phone back and forth.

          • BewareOfThe Dog on 28/02/2022 - 15:39
            +1

            @Crosscade: Tecworks are better than most repairers, but I would try to force the issue that you have evidence of it failing, after various resets etc, and try to have it repaired/replaced by Samsung direct.

            • Crosscade on 28/02/2022 - 15:54

              @BewareOfThe Dog: I've tried going to samsung on facebook and twitter with this topic to see if I can get someone with some power and a bit of common sense to act.

              • BewareOfThe Dog on 28/02/2022 - 15:55
                +1

                @Crosscade: Product Review can be quite good with some companies. ;)
                Just copy , and paste the snippet you have above, as well as a link to this page.

    • lainey13 on 28/02/2022 - 21:57

      Same. Had good service in a Samsung store and my problem was fixed. However they really screwed up the screen protector and promised to replace it.. which NEVER happened of course.

  • sassypants on 28/02/2022 - 16:31
    +2

    Not 100% related, but I've made several mobile-related purchases off the Samsung online store over the last 6 months and I made mistakes with each order (I'm not sure what it is with me and the Samsung store but I just can't seem to get things right).

    Anyway, my mistakes aside, dealing with any cancellations or returns from the online Samsung store has been a horrible nightmare.
    The first time it happened, I ordered the wrong case for my phone (normal instead of +). It was late at night so I was unable to get online chat or call them. I call 9am the next day and they say sorry, order has progressed to packing so my only option is to receive the item and then send it back for refund. Fine.

    Second time, maybe a week later, I ordered the wrong accessory (incorrect model of Buds).
    I called them right away and they say, sorry, it's already gone to packing, you'll need to receive the order and request a return to send it back. I was upset at this because I had placed the order less than 30 minutes prior and it really means that at no point after making an order can you really ever amend it. But ok, I made a(nother) mistake so I cop it.

    I received both items, requested returns and was emailed 2 generic Aus Post return labels, with no indication which was for what item. At this point I didn't want to hazard a guess and slap the labels on without being sure they were for the right item. I call up Samsung and they can't tell me which is for which either, so they re-issue one post label and schedule a courier to pick up the Buds.
    Courier came and picked up the Buds and I posted the case back at the end of December.
    Last week (late Feb), nearly 2 months later, I call Samsung and ask for an update as it's been nearly 60 days since I returned the items. I'm told the items are with a depot which has not sent them the return item details so can't process a refund. I escalate again, telling them it's hardly my fault that their logistics can't track items, and am told they will do their best and to 'give them 3-5 working days'.
    It is today 1 week later and I have no further info. Returns should not be this complicated?

    Long story short, from my experience, after-sales service from the online store is severely disorganised and not at all user-friendly. I will be avoiding their online store and in effect Samsung going forward.

    • Crosscade on 28/02/2022 - 16:41

      Sucks that you made an error, but doesn't excuse their poor support thereafter. 2 months is rediculous. I was hesitant to send my phone off for a similar reason. What if it just disappears? Does Samsung care at that point?

      Hope you get something back from them soon.

      • sassypants on 28/02/2022 - 16:51

        yeah, I told them absolutely it was my fault for not double checking before hitting the order button, but the whole process seems to be way harder than it should be. Not fun.

    • BewareOfThe Dog on 28/02/2022 - 20:42
      +2

      How do you make a mistake on the samsung store? I've bought 4 phones without an issue. Maybe you should buy an equivalent from Apple ? You will need to wait a few years though for something with similar specs, and as far as reception. You can't beat an iPhone 8. It's as good as any samsung flagship or oppo.

      • sassypants on 01/03/2022 - 14:28

        I'd have asked the same thing before I did it twice.
        Bought a S21+ plus a few accessories, but added a S21 case to the order without realising.
        Added Buds Live to another order (again an order that included a phone and accessories) and realised i had been meaning to add Buds2 to cart instead.

        Both orders were with several other items also, so didn't pay close enough attention before paying.

  • artxty on 28/02/2022 - 21:53

    does it still have trade in value? maybe get another new phone?

    • Crosscade on 01/03/2022 - 10:27

      It still has trade in value, but I don't really want to trade up since it should be a working phone that is only just getting to 2 years old, and I don't really like the look/features of the S22 anyway.

  • mhz on 01/03/2022 - 09:34

    Lodge a complaint with consumer affairs for threaten to take it through your local Civil Administrative tribunal

    • Crosscade on 01/03/2022 - 10:29

      I just wanted a quicker resolution, I think consumer affairs will take longer and be more hassle. They haven't responded with any reasonableness so far so I don't know if I'd make any headway with that anyway.

      • thedean on 11/03/2022 - 16:20

        To be honest, this is why they always get away with it.
        You should be logging a complaint now, don't use it as a threat, get the complaint in the system.

        They need to accumulate some real numbers of complaints to enact change.

  • Crosscade on 01/03/2022 - 14:40
    +3

    Just an update if anyone ends up checking this. I didn't get anywhere with Samsung Support in the end, so I have shipped off the phone for who knows how long. Not sure what resolution I will get. I might update once anything else happens.

  • DemocracyManifest on 03/03/2022 - 12:11

    I had a s8 ages ago, when the screen cracked and the charge was something absolutely insane to fix it was going to be $400 plus, I didn’t do it. Friends of mine who got those phones went back to Apple as well. The support is almost non existent and repair prices are extreme compared to Apple; well, if you get Applecare that is a suppose. But even getting someone to fix it at a local shop will be way cheaper then getting them to do a Samsung repair, they will probably just tell you to bin it. Sold mine broken on eBay

  • perkinma on 03/03/2022 - 12:54
    +1

    Good luck OP, please keep us updated!

    I've got a brand new (14 days old) Flip3 that has failed on the crease line and Samsung support are just outright "no warranty due to misuse".

    Went digging into it further and looks like plenty of people with same issue even on Samsung own forums. Samsung won't support their phones.

    Samsung support is trash.

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