Samsung Phone Buyers Beware....NO WARRANTY REPLACEMENT even for new phones

[Julie Guilfoyle1]

Buyer BEWARE of buying Samsung Phones. They WILL NOT replace your phone even if it is 1 month old and defective. IT IS IN THERE TOS! See their direct quote. I will post this every day:

During the applicable warranty period, provided the Product is returned in accordance with the terms of this Limited Warranty, SAMSUNG will repair the Product and we do not have an option to replace a new device.

We realize that you have asked about a replacement handset of a comparable model. All requests of this nature must be addressed through your service provider. Samsung will bring the device into evaluation and repair the device.

If you have insurance through your service provider please contact them for a possible replacement phone. Also, if you purchased the phone with a credit card most companies offer buyers protection. Contact your Credit Card Company to inquire about this program. Please visit the link below where you can check the warranty information of your phone:

 

[B. Diddy]

Welcome to Android Central! That's interesting. It raises this question: what if they can't repair the problem? They would still need to honor the warranty. I suppose they could simply replace every component that's defective in the phone (including the motherboard).

 

[Umass021]

Which carrier are you with?

 

[colyn1353]

Your carrier replaces defective phones, not Samsung. You take it to the carrier and if they are unable to fix it then they replace..

 

[kalo88]

And what about those of us that bought sim free devices? We can't go back to carriers, I've previously spoken to a carrier who actually said 'Go to the manufacturer and claim under warranty'.

There has to be a point where its economically not viable to keep replacing parts and just replace the phone.

 

[punk999]

Samsung is absolutely horrible when it comes to their warranty

 

[leanneleg]

My brother had a brand new blackberry, less than a month old. The screen stopped being responsive to touch. He went to his provider (Fido) who sent it out to blackberry to get repaired. 7 weeks later he got his phone back. they replaced the motherboard, the screen, and reinstalled the OS. May as well have just sent him a refurb!

 

[lou61166]

Samsung has the worst customers support and service there is and not just on there phones.

Sent from my VS980 4G using Tapatalk

 

[AZgl1500]

We just bought a brand new French Door style Samsung refrigerator. the store warned us that unless we bought the store's 5 year warranty package that we just might not be able to get any service out of Samsung.

In fact, if you read the reviews about Samsung service on the appliance forums, that warning comes up real fast.

The Samsung corporate structure does not care about anything except selling you a new device, to hell with fixing it for you if it breaks. They don't care about anything except their assembly line.

 

[Sean Paul2]

Your carrier replaces defective phones, not Samsung. You take it to the carrier and if they are unable to fix it then they replace..

No they don't. Why should they? The phone comes with a guarantee from the MANUFACTURER who the carrier buys from in good faith. If it's a defective product, why should the carrier foot the bill? Don't think you know what you're taking about to be honest. Does the two year guarantee on Samsung electronic products count for nothing then?

 

[Kelly Kearns]

Welcome to Android Central! That's interesting. It raises this question: what if they can't repair the problem? They would still need to honor the warranty. I suppose they could simply replace every component that's defective in the phone (including the motherboard).

They have replaced actual phones bought from carriers. After 3 repairs foe the same issue, they have a procedure set up to ask for something to be done.

 

[Kelly Kearns]

Your carrier replaces defective phones, not Samsung. You take it to the carrier and if they are unable to fix it then they replace..

Carriers don't repair phones. If you buy your phone from the carrier and you want it repaired and not exchanged, you send it to Samsung.

 

[eadeszoo]

How can I post my experience with Samsung Support & Warranty? It's extensive!

 

[eadeszoo]

This has been my experience with Samsung for three days! This is only a portion of the extensive communications with them. They will say anything to get out of honoring their warranties! In the end I returned my phone to the retailer. They couldn't deny because the phone looked brand new even though I'd had it for 49 weeks. It had been treated like a 750 piece of gorgeous equipment. I loved that phone for 49 weeks. I now just hate Samsung & am posting a review of my experience anywhere I'm able the following was my experience.
To Samsung Support
I will have had my phone 1 yr on Oct 13. It was purchased brand new through Sams Club in the US. They carried the gold phone, which I liked. With taxes it cost me 746.88.
Model N910H S# RF1G802MXRW
My note has a Zagg screen cover & phone caseology dual cover since day 1, never wet, never dropped & few apps used. I talk, text, take pics. That is pretty much the extent, a few notes
Three weeks ago my phone suddenly started losing battery power in less than 3 hours & it would be warm. Its warm while charging & warm while setting. A full charge was gone in 3 hrs w/no use. Thinking I had a battery problem, I purchased a brand new samsung battery for $30. The gentleman checked my original battery & said it tested fine but, I still opted for a new battery. Still from a full charge my phone dead in less than 4 hours. I then did a full factory reset. Still the same drain. I have not enabled any of my apps & my battery even shows 4 hrs on full charge & no app usage. I started a repair on the samsung sight but, (at tht time my note 4 showed up under my registrations & allowed me to fill out the repair info) when I got to the submit repair, it stated my phone was out of warranty, and wanted to charge me $60. No, My phone is not out of warranty. I contacted online chat, they determined my phone was an international unlocked version & gave me a number for the international phones. 1-800-726-7864. He tried to tell me my phone was out of warranty, NO it is not. He said I should email copy of my receipt to Deptecr@samsung.com with ticket # of 5115361362. He said after verification I would be sent a shipping label. However a full day later, I receive a rejection letter. I've posted that letter on your FB site.
In the mean time I go back to samsung on line & again try to do a repair request. This time, it says my phone is under warranty & lets my request go all the way to the submitting with zero owed but, states my phone is out of warranty & out of warranty will have to pay for repairs. So I do not submit it. After posting my comments on your site, I go back to samsung on line for a repair request & now my note 4 is no longer even allowed to click & choose it as a repair item but, my note 2 shows up there now. I don't care if its an international phone I purchased in the US through a US company or a US phone purchased in the US. It's a flippin Samsung phone & it's under warranty. In total, counting the tvs sent on to our kids, we have purchased, 7 samsung tvs from 2-24", 1 smart; 2-32", 1 smart; 1 40, smart; 1 46" & a 50" smart. We have 2 note 2s & now my note 4. I think this is ****TY customer service. All my items are not even on my registration account w/you. Sams has said they will let me return the phone or exchange for another phone, if Samsung won't honor their warranty.
Even if you do now, at this point, I'm seriously nervous about sending it in after reading all of the issues with others on your support site. You cannot have it back to me by the 13th, of Oct then I'll be told it's out of warranty & I'm out $750 dollars By the way,I received another denial letter today signed by Subham, My first was signed by Venay M. The bottom of those letters have a link to take a survey as to my satisfaction with the rejection email. That also is a joke, that link won't even open up to anything.
Debbie Eades

 

[eadeszoo]

This is a copy & paste of my 2nd denial letter from Samsung Support

Dear Debbie,

Thank you for taking the time to contact us at Samsung Technical Support. We always appreciate hearing from our customers.

I certainly understand that you are not happy with the previous Email response regarding the service repair of your Galaxy Note 4. I will address to all your questions in this regard.

I would like to tell you that the model number SM-N910H does not belong to a Samsung US phone. Samsung support is country specific and the support regarding the service repair/warranty claim is only available in the country of origin of the phone.

I do agree that you have purchased the phone from a retail store in US. However, as the phone is not a Samsung US phone, the warranty repair option of the phone is not available at our end. I understand that you are not happy with this statement, but the repair parts and skills required for the Samsung international devices are not available at our end as we are only trained for Samsung US phones.

In this case we request you to contact the place of purchase so that they can provide you with the information regarding the country of origin of the phone. Then you can access the below link to contact the dedicated Samsung country support team so that they can help you to repair your phone/help you to claim for the warranty repair.

Link: Store | Samsung

Should you desire additional assistance, we invite you to access the web-link Contact Samsung Support to speak to a Chat Specialist. Our technicians are more than happy to assist you further. Chat Support is available 24X7.

For additional support and updates regarding your product, please follow us at @SamsungSupport on Twitter or like our page at https://www.facebook.com/samsungsupport

Thank you for choosing Samsung products.

Sincerely,
Subham

 

[ironass]

Strange that you should choose the Galaxy Note 4 model, N910H, for the Asia and Pacific region to use in the U.S. as it is not compatible with the 4G bands in the U.S. and only a handful of U.S. carriers on 2G and 3G. The hardware of your GSM phone is not the same as the U.S. models which are GSM/CDMA. I can therefore understand Samsung U.S.A. not accepting liability for a grey market product not intended for sale or use in the U.S. Perhaps you should approach Samsung Asia/Pacific as they are responsible for your model.

 

[eadeszoo]

I don't know what you mean by 4G brands in US. I used the phone on AT&T. I purchased a GOLD note 4, through SamsClub. All I had to do was switch my sim card. I purchased a gold note 4, with a 1 year warranty. I did not purchase a model, I purchased a GOLD note 4. And I don't know what GSM/CDMA are. I used it to talk/text/take pictures, that's it! And I carried it with pride & took care of it because I loved my gold phone. As I said I bought it through a reputable retailer. I've never heard of a Grey market but, it sounds like black market & I don't buy anything black market. I paid $700 for it w/out taxes. That is not a black market price. When I requested repair, A samsung rep initially determined my phone was an international model. Gave me the support number specific for international phones. Initially my repair was denied stating it was out of warranty. Told to provide verification & once verified, I could send it in. But once I provided receipt through a US retailer & it was verified, it suddenly became a non US phone. I live in the US, I purchase items like this in the US from US retailers only. And I returned my phone to Sams Club today for a full refund. In a Sams Managers Statement "This is the most stupid reason for denial & if Samsung will not honor the warranty, we certainly will" I did use Chrome on it on occasion, notes, google maps. But nothing what the phone is evidently capable of. I'm older & not knowledgeable as far as everything a phone can do now. And I would not have purchased it, if it hadn't been gold with a 16mp camera.

 

[ironass]

It would appear that, "SamsClub", are dealing in grey market products then and your issue is with them and not Samsung.

Grey market explained... https://en.wikipedia.org/wiki/Grey_market

The Note 4, N910H, Asia Pacific model.. Samsung Galaxy Note 4 - Full phone specifications

The Note 4, U.S. variants... Samsung Galaxy Note 4 (USA) - Full phone specifications

The Note 4 model for use on the AT&T network is, N910A

GSM and CDMA explained... CDMA vs. GSM: What's the Difference? - Cell Phone Service Providers - Products

Bottom line... your Note 4 model, N910H, was never intended for sale or use in the U.S.A. by Samsung.

 

[tennislvr8]

We HAD a Samsung French door refrigerator that malfunctioned twice in the first year. Samsung was very customer friendly set up an even exchange w Lowes, it was great. Until the replacement began to malfunction. The first time they fixed it. The last time, still within the 5 year warranty they REFUSED to fix it. They claimed we didn't have a receipt from Lowe's to prove proof of purchase date. I had EVERY piece of documentation from the first purchase to the exchange, including email from them about how to go about the exchange, no receipt was given it was all handled thru Lowe's and Samsung. They still claimed the refrigerator was out of warranty. There was also a manufacture date inside the refrigerator that was well in the warranty date, verified by the repair man. Many hours and phone calls later, including one that finally got cussed out by my husband. She called on a Sunday morning starting all over again. He told her the whole story AGAIN, to which she replied, I didn't ask you that. She said, it's my turn you just sit there and listen. She finished with asking a question. My husband said, oh it's my turn now, she said I asked asl question and that means i want a response. That's when he lost it on her. We now have a different brand. That was purchased from best buy, needless to say we will NEVER purchase a major appliance from them again. Our washer and dryer are Samsung, patiently waiting for them to die before getting a different brand. All of my Android phones have been Samsung, the minute I get service like I didnt for appliances, I will never own another.

 

[eadeszoo]

I returned the phone. I used it for almost a year on AT&T. I bought it with a one year manufacturers warranty & could not get any help or repair for it. So NO. my issue is with Samsung. I will not buy another Samsung product. And I commend Samsclub for honoring a warranty, one of their suppliers would not. The rest of those links up there, I just don't have time for.