I was sitting with my favorite behemoth in my pocket (also my Galaxy Note 2 was in my pocket...heh...see what I did there?) in a low chair. Actually, I was on the pot...so...yeah. Pants around ankles, phone in pocket. I went to pull em up and the phone fell out. I thought nothing of it having been a Samsung owner for years and I know they build a quality product that is pretty tough to beat up but lo and behold, a drop from about 6" on polished tile busted my screen!! I took it back to Sprint saying "Gorilla Glass 2 shouldn't break like that" and they didn't flinch but told me Asurion will fix it for $200.
Well, I was 15 days out so I suggested since I just spent $300 on the damn thing that they just exchange it because (again), "Gorilla Glass shouldn't break like that. This one must be defective". They said that even if it had happened yesterday (my 14th day and the limit to their return policy), they couldn't do anything because the warranty is void because of the damage. Okay, fantastic...so now the only solution is shelling out another $200? I suggested that if these things are so fragile, they shouldn't let a customer out of the store without a case and they should sternly warn them. The associate who sold me the phone said he did but then the store manager piped up with, "We don't actually have cases for that yet. It's too new. Hopefully, we'll get some soon. We have one pink cover but it won't help in a drop and I don't think you'd like a pink cover". YOU LIED, ASSOCIATE!!! YOU'RE A LIAR!!!! They suggested I call Samsung directly. I was talking with some outsourced-moron reading a script in a language she would call "English" but we all know...it wasn't, and I was told that my "Warranty es boided because ob da damage to da screen"...or something like that...and they could FIX it but it would cost me $179.
I told her to transfer me to a supervisor. When she asked me if she had "answered all my questions", I actually felt like I might have an aneurism at any given moment but calmly replied, "yes, thank you".
Soooooo, this supervisor MORON (maybe just Queen Moron is a better title?) gets on the phone with exactly the same frustratingly crappy English and (obviously) the exact same crappy script she's reading off of...and gives me the exact same crappy answer. $179. I told her "it's gotta be defective because Gorilla Glass 2 doesn't break at 6 inches off the ground". She told me it doesn't HAVE Gorilla Glass. Now, I'm dumbfounded because Sprint thought it was, several reputable online tech sites said it was, but Samsung said it wasn't. At first, I thought she was incorrect but after a bit of research, I found out that indeed, this technical WHIZ of a phone/tablet just has garden-variety, blow-on-it-and-it'll-shatter glass. Honestly, I have wine glasses that wouldn't break from a drop like that. Well, this further infuriated me because why don't you include some sort of protective case with the phone if it's such a delicate flower?!? That's irresponsible!! I then expressed my displeasure with the way this was being handled and was told that she couldn't help me further...so I asked to be transferred to someone who could. There was no one. That was it. Apparently, the way Samsung does things, there's a rep who answers the call and then there's a supervisor, and somewhere out there in the ether, there's a God of Samsung who makes all the rules but you can't get a hold of them or anyone else. She gave me an email address that will probably pan out to be a waste of time. She asked me if I had a pen and paper to write this down (I had a stylus and a cracked screen...guffaw), It's "President at Samsung.com...that's President...as in...President..." Gee, all this time using the NATO-Phonetic Alphabet and that's the best this genius could come up with?? Thanks for your help. Have a good night. Is it night there? Anyway, I'm pretty irritated with this. I've had ZERO problems with Samsung products until now and I've never realized how disinterested anyone is to help rectify a situation like this! I'm going to try this ridiculous email address and get on the horn with Sprint and let them know that their employees are greatly misinformed...and I'll be sure to scream my face off at Samsung every damn day until I get a new device...AND WHY THE HECK DOES THIS NOT HAVE GORILLA GLASS 2 ON IT!??!?! MAJOR OVERSIGHT!!!!
Anyone else have a horror story like this...more importantly, does anyone have a happy ending they can share? (Get your mind out of the gutter!) Maybe a link or phone number I can call to get this taken care of properly (and hopefully without shelling out another $200)??
Anyone? Anyone?? Bueller?
Thanks in advance.
Well, I was 15 days out so I suggested since I just spent $300 on the damn thing that they just exchange it because (again), "Gorilla Glass shouldn't break like that. This one must be defective". They said that even if it had happened yesterday (my 14th day and the limit to their return policy), they couldn't do anything because the warranty is void because of the damage. Okay, fantastic...so now the only solution is shelling out another $200? I suggested that if these things are so fragile, they shouldn't let a customer out of the store without a case and they should sternly warn them. The associate who sold me the phone said he did but then the store manager piped up with, "We don't actually have cases for that yet. It's too new. Hopefully, we'll get some soon. We have one pink cover but it won't help in a drop and I don't think you'd like a pink cover". YOU LIED, ASSOCIATE!!! YOU'RE A LIAR!!!! They suggested I call Samsung directly. I was talking with some outsourced-moron reading a script in a language she would call "English" but we all know...it wasn't, and I was told that my "Warranty es boided because ob da damage to da screen"...or something like that...and they could FIX it but it would cost me $179.
I told her to transfer me to a supervisor. When she asked me if she had "answered all my questions", I actually felt like I might have an aneurism at any given moment but calmly replied, "yes, thank you".
Soooooo, this supervisor MORON (maybe just Queen Moron is a better title?) gets on the phone with exactly the same frustratingly crappy English and (obviously) the exact same crappy script she's reading off of...and gives me the exact same crappy answer. $179. I told her "it's gotta be defective because Gorilla Glass 2 doesn't break at 6 inches off the ground". She told me it doesn't HAVE Gorilla Glass. Now, I'm dumbfounded because Sprint thought it was, several reputable online tech sites said it was, but Samsung said it wasn't. At first, I thought she was incorrect but after a bit of research, I found out that indeed, this technical WHIZ of a phone/tablet just has garden-variety, blow-on-it-and-it'll-shatter glass. Honestly, I have wine glasses that wouldn't break from a drop like that. Well, this further infuriated me because why don't you include some sort of protective case with the phone if it's such a delicate flower?!? That's irresponsible!! I then expressed my displeasure with the way this was being handled and was told that she couldn't help me further...so I asked to be transferred to someone who could. There was no one. That was it. Apparently, the way Samsung does things, there's a rep who answers the call and then there's a supervisor, and somewhere out there in the ether, there's a God of Samsung who makes all the rules but you can't get a hold of them or anyone else. She gave me an email address that will probably pan out to be a waste of time. She asked me if I had a pen and paper to write this down (I had a stylus and a cracked screen...guffaw), It's "President at Samsung.com...that's President...as in...President..." Gee, all this time using the NATO-Phonetic Alphabet and that's the best this genius could come up with?? Thanks for your help. Have a good night. Is it night there? Anyway, I'm pretty irritated with this. I've had ZERO problems with Samsung products until now and I've never realized how disinterested anyone is to help rectify a situation like this! I'm going to try this ridiculous email address and get on the horn with Sprint and let them know that their employees are greatly misinformed...and I'll be sure to scream my face off at Samsung every damn day until I get a new device...AND WHY THE HECK DOES THIS NOT HAVE GORILLA GLASS 2 ON IT!??!?! MAJOR OVERSIGHT!!!!
Anyone else have a horror story like this...more importantly, does anyone have a happy ending they can share? (Get your mind out of the gutter!) Maybe a link or phone number I can call to get this taken care of properly (and hopefully without shelling out another $200)??
Anyone? Anyone?? Bueller?
Thanks in advance.