Samsung 'broke' My S10+ Phone after Repair - What's a Reasonable Solution?

MeesusEff on 16/02/2023 - 20:58
Last edited 17/02/2023 - 10:34 by 1 other user

TLDR: Sent my phone in to Samsung for repair, comes back without the ability to use as a phone due to network lock. Sent it back in to get it unlocked, they sent it back saying they can't fix it.

Purchased my S10+ when it was released in 2018 from Mobileciti, last year the phone had extensive water damage and Samsung agreed to fully fix it. 7 months later (I got another phone in the meantime), tried to use it and noticed there was still water in the cameras but the main issue is that now my phone is not able to take any sim cards. It shows the error message " Enter network unlock code. Your phone isn't allowed to use this SIM card ". Obviously, the phone was unlocked when I purchased it, I've tried a few SIMs and now the technicians have tried a few SIMs and nothing works.

The case manager has replied with "they can try to wipe the device to see if that resolves the issue but the technicians believe that it is a network issue lock." I said they can do whatever they like as long but I will not accept it back if it's not working. The next day I get a text saying 'your phone has been despatched to the store', so I immediately called up Tecworks (their repair centre) and asked them to double check that its working as I just got an email the previous day saying it's not. Called back and was reassured, yes its fixed we've tested it with a few SIMs.

Went all the way back there today, and since I had a bad feeling about it, I inserted in my SIM and straightaway 'SIM card invalid'. Called Tecworks and they said 'oh we can't fix this, Samsung needs to fix it'. Now I'm pissed AF as I didn't say yes to sending the phone back in the first place when they asked. Called the Samsung VOC number and after an hour they just said, ask the store to send it back to Tecworks and then we'll see what we can do if it's not fixed. She offered me some loyalty discount in lieu of it but I said no, I want a working phone.

If it can't be fixed, what would be a reasonable solution that I can push for? I mean, I realise that its unrealistic for me to ask for a new S23+ as the phone would be in it's 5th year by now. I don't want credits and all that as I don't need another TV/tablet/watch and we just got the s22 and s23 ultra recently. I don't want to use the credit towards another phone as I would still need to outlay money for another one unless its low tier.

Thanks for reading, been a real frustrating day.

Mobile Mobile Phone Samsung Android

Comments

  • SF3 on 16/02/2023 - 21:02
    +4

    Sorry can't help you, but feel your pain. This seems like another failed Samsung after market support story.

    • MeesusEff on 16/02/2023 - 21:05

      I was actually so stoked when they agreed to fix the water damage in the first place , you would think this would be an easy fix after all it just asks for an unlock code. Yet they said they cant give it to me!! What im most pissed about is the person lying to me saying he double checked it was working as I could have just called Samsung to reevaluate it again.

      • SF3 on 16/02/2023 - 21:09

        yeah, it seems Samsung support works when things go smoothly for them, otherwise you are left holding the bag.

  • AustriaBargain on 16/02/2023 - 21:13

    Maybe they should "fix" it for "free".

    • MeesusEff on 16/02/2023 - 21:15
      +1

      That is what I want, but with both of them pointing the fingers at each other for an hour, I have no confidence they'll fix it. Not even sure if they have any stock of the S10+ to give me as a replacement at this time.

  • treekangagaroo on 16/02/2023 - 21:21
    +2

    May be ask for another refurbished phone of they cant give new

  • mrkorrupt on 16/02/2023 - 21:39
    -1

    so let me get this straight, Samsung screwed you over and you bought more samsung phones.
    Offcourse they wont take you seriously, you already spent more on two of their faulty devices.

    As long as Samsung keeps selling then they have no obligation to change.

  • jedimaster on 16/02/2023 - 22:09
    +3

    If it was water damaged, maybe they replaced the motherboard and didnt realise that the board is network locked.

    Can you check if IMEI number is same as before? It should be listed on your bill or box somewhere.

    • bazingaa on 16/02/2023 - 22:43

      yes, check IMEI with *#06# on phone and compare it with what's mentioned on the original box

    • MeesusEff on 16/02/2023 - 22:44

      Yes they pretty much had to replace a lot of the internals as the network wouldn't work then. Pretty sure they did replace with a locked one but not sure why they are coming back to me saying they can't fix it (just open it again??)

      Ah nah can't check it as I've just left it at the Samsung store today.

      Ive actually just found the original repair sheet thing where it says what they did. Replace main PBA?

      • jedimaster on 17/02/2023 - 00:23

        yes, PBA would be product board assembly so IMEI would be different

    • MeesusEff on 18/02/2023 - 15:36

      Actually, I just remembered! When I first realised the sim lock, I went onto the Samsung live chat and gave the imei on the phone, they confirmed that it was unlocked (probably different imei than my original), so very strange

      Actually if they changed the PBA and it changes the imei, does it change the serial as well? Now I'm thinking if they come back to me saying 'this isn't the phone you bought, this is another phone'…

  • iNeed2Pee on 16/02/2023 - 23:03
    -2

    Samsung are so shit. Nearly everyone of my devices with them was either a DOA or needed to be fixed somewhat.
    VOC couldn’t even believe what was going on.

    I moved to Apple this year. Best thing I have ever done.

    • SF3 on 17/02/2023 - 09:34
      -1

      It is relatively easy to design things that work smoothly and harmoniously as long as things go right. (Samsung and Apple)

      But as soon as there is a problem, the problems arise. It is where good design is important. (Apple, not Samsung)

  • curryking69 on 17/02/2023 - 01:05

    They straight up lost my device. after much talking to tecworks and mailing I got a replacement (newer model). Be persistent I'm sure they'll send you over to samsung and you'll probably get an s23 or something.

  • Love a bargain on 17/02/2023 - 12:59

    If they really can't fix the S10, and don't have a brand new S10 to give you as replacement, I'd imagine the next most reasonable solution would be to give you the next model up that they do have in stock (with comparable screen size, memory, etc) i.e. an S21 or they have one, failing that, an S22, and so on.

    • MeesusEff on 17/02/2023 - 13:43

      I guess I wanted to know if I could actually ask for something in the S range series given that the s10+ was the highest tier at the time. Like if they offer me an A range due to the depreciation whether I can push for higher.

      • Love a bargain on 17/02/2023 - 16:17
        +1

        I'd push for the S range if I were you. The A range models normally have inferior processors.
        Anyway, just start with "if you can't fix it, please give me a replacement" and see where that conversation leads.

    • MeesusEff on 27/02/2023 - 14:34

      They are saying it's not their problem to fix as it's a network lock and I have to call my provider so they ll be sending the phone back to me as is. Somehow NOT understanding the fact that I bought an unlocked phone in the first place and I'm not going to keep calling to get codes.

      • Love a bargain on 28/02/2023 - 16:42

        Perhaps try writing a polite email, setting out all the facts, to Samsung's CEO office?
        https://www.ozbargain.com.au/comment/13417677/redir

        • MeesusEff on 28/02/2023 - 16:46

          I've asked the person to escalate the matter to their management and theyll be getting back to me by tomorrow apparently. If they refuse and I have to file a complaint, do I accept the phone back first, dont want to have to keep going to pick it up and drop it off.

  • hasher22 on 18/02/2023 - 01:49

    Ask for a replacement, escalate the matter. This may help, lodge a ACCC complaint.

    • Techie4066 on 18/02/2023 - 23:40

      Not the ACCC, WA Consumer Protection office

    • MeesusEff on 14/03/2023 - 16:52

      Escalated it within Samsung, finally got a rep that understood my issue and said that they'll try to get it repaired free of charge out of goodwill. But got a call today saying it's not a manufacturing issue so they wont fix it and to speak with the repair centre.

      Called the number on DMIRS website and the lady I explained it to was surprised that Samsung are blatantly refusing to fix the issue that they caused and has advised me to file a complaint.

      What a sh!tshow!!

  • PVA on 18/02/2023 - 15:45
    +1

    This was years ago when Sony sold phones here, my phone had some update that you had to take to Sony to do. Took it home and the phone had heaps of issues. They stuffed it up and the phone could not be fixed. They ended up replacing with a new (refurb) of a current model.

    For Samsung I would push for an S replacement, s20, s21 something like that.. likely refurb.

    • MeesusEff on 18/02/2023 - 15:48

      Yeah, too bad though the s10+ is actually a pretty great phone. Expandable memory and headphone jack 😭

  • Kiro on 21/02/2023 - 07:58

    double check you have the same IEMI number as what is printed on your box or the like, it is possible to change the number in a few ways and you can actually delete it which will stuff your phone up.

    go to a site that verifies IEMI numbers and confirm your unlocked or locked etc.

    if you still have no luck, go to sammobile and download your phones official rom and install it to see if that fixes the problem.

    • MeesusEff on 21/02/2023 - 09:09

      When I first realised the sim lock, I went onto the Samsung live chat and gave the imei on the phone, they confirmed that it was unlocked. Does it mean my serial is changed too?

      • Kiro on 21/02/2023 - 13:27

        not sure if it is a thing still but i know you can region lock a phone by inserting a region sim other than australian….. maybe the tech working on your phone used his non aussie sim and region locked it.

  • MeesusEff on 27/02/2023 - 14:33

    Samsung again texted me saying nothing's wrong with my phone and that they are sending it back. On the phone to them and he said "it's a network lock it's nothing to do with us you'll need to call your provider" so f'n annoyed right now

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