I am posting this as a warning, more or less, for those who are considering purchasing a phone from Samsung Direct.
If you think there is even the slightest change that you will return the device, I would highly recommend against it.
I have been attempting to return an unlocked Samsung Note 8 for over a month now. The phone was purchased via Samsung's website, with Samsung financing.
The phone was purchased for my wife, who has used the Galaxy line of phones for several years. Upon receiving and setting up the phone, it was immediately noticeable that something was wrong with the phone. It was constantly warm to the touch, the camera consistently failed to launch, and apps that worked on her older phone (Nest, Hearthstone, Pintrest, etc...common and widely used apps) wouldn't open. Over the next 2-3 days, I performed two factory resets, and well as contacted Samsung support multiple times. The phone also didn't want to work on T-Mobiles network, in that text messaging and calls wouldn't go through. Samsung and I came to the conclusion that the phone was defective. We opted to return the device, and my wife purchased a different device (a pixel xl 2), despite wanting certain note 8 features. Her job, and the need for a working phone, won out.
Anyway, I contacted Samsung, and they sent me a return label. The phone only left the house once, and as mentioned before, it was only in our possession for a few days. The phone was also in a case from day one, and as such it was/still is in pristine condition (of which I have documented and have photos).
I immediately returned the Note 8 in its original box with all the included extras (even the plastic wrapping), the included sim card, and the Gear Fit Pro 2 that has been purchased along side it.
The phone and extra were received by Samsung a few days later. The phone was purchased on the 10/31/17, delivered to myself on 11/3/17, and the returned was received and signed for by Samsung on 11/13/17.
The Gear Fit 2 Pro was accepted. The phone was return was rejected on 11/22/17. I immediately called Samsung, and after holding for over an hour, I was told it was a mistake. I was told that they would cancel the return shipment, and reprocess the return.
The next business day, I got a notification that the phone was out for delivery to my address (Black Friday). I called Samsung, and was told to accept the delivery and call back.
I accepted the delivery and opened the box. The phone was there along with the original box. All the contents of the box. The phone box had never been opened. I know this, because I put a piece of green labeling tap on the corner of the box, as well as a green piece of tap on the interior to hold the phone in place during shipment (the plastic was put back on the phone, and the tap was in contact with the plastic). Neither pieces of tap were disturbed, and were exactly as I had placed them. The box had never been opened.
So I called Samsung back, as instructed, and I was told I would receive another return label in 2-3 days. I also asked (not for the first time) why the return was rejected. It is now 12/8/17, and I still don''t know the reason. No matter what level of support I contact or reach, no one can tell me why.
Anyway, between 11/24/17 and yesterday, 12/7/17, I had spent several hours on the phone with Samsung. I was told the same thing, for the most part, that I would receive the return label any day, that it was all a mistake in the system, and to be patient. Meanwhile, I have a $1000 device that doesn't work properly, and I can't use/have no use for. Eventually, the case was escalated high enough that I received an apologetic email from the Samsung's Office of the President (specific to ecommerce, I believe). I corresponded with them, but they only responded once, telling me the same thing I had been told over the phone.
Anyway, yesterday, I received a return label. I immediately checked the label, only to see that it was the exact label they had sent me originally. It had already been used, with the old tracking information showing up. Thus, it was invalid. I called Samsung, and after an hour of holding, I was told that the "label was renewed" and that I should take it to Fedex. Despite knowing better, I complied and took the packaged box to Fedex. Fedex did exactly as I predicted, and denied acceptance of the shipment.
So again, I called Samsung. This is where it got really phone. Over the course of 3 hours, I was told the following things by one Employee: -Fedex should never deny a label, you must of took it to the wrong place (Nope) -This is a Fedex problem and not ours, you need to deal with their customer support (Nope, again) -There is no way for use to generate a second label, this situation is out of our hands (Not acceptable). -"Sir, it appears to me that you may be trying to scam Samsung" (I am, overall, a nice person when dealing with customer service. I understand what it is to do their job...but I was getting rather frustrated at this point). -"Sir, why don't you just sell the phone? It would be faster." (What kind of response is this? Its defective for one, but still...).
So finally, I got frustrated enough and asked to speak to a supervisor. After holding for another hour, I was put in contact with a supervisor by the name of Osam. He, honestly, was a pleasure to talk to. He seemed regretful that the previous employee had made the above statements, and processed a $50 gift card as an apology (which I haven't received yet, but it has only been 24 hours.) He then stated that I would receive a new label in 3-5 days.
At this point, I have corresponded at length with Samsung support, and I still have not been able to return the device.
I have filled a claim with my state's Attorney General, and they are now looking into the issue. As a side note, I have begun CCing the AG on my emails to Samsungs "Office of the President". As of 12:17, 12/8/2017, Samsung is refusing to send me a new label, stating that the "Old label has been made so that it can be used again". I have contacted Fedex, and verified that this is not the case (they don't reuse label, for one). So I am currently trying to get them to send me a valid label.
TL&DR: Don't order a phone from Samsung direct, if expect anything resembling customer service. Best case, you will be frustrated, and worst case you may be stuck with a $1000 phone that you cannot use
If you think there is even the slightest change that you will return the device, I would highly recommend against it.
I have been attempting to return an unlocked Samsung Note 8 for over a month now. The phone was purchased via Samsung's website, with Samsung financing.
The phone was purchased for my wife, who has used the Galaxy line of phones for several years. Upon receiving and setting up the phone, it was immediately noticeable that something was wrong with the phone. It was constantly warm to the touch, the camera consistently failed to launch, and apps that worked on her older phone (Nest, Hearthstone, Pintrest, etc...common and widely used apps) wouldn't open. Over the next 2-3 days, I performed two factory resets, and well as contacted Samsung support multiple times. The phone also didn't want to work on T-Mobiles network, in that text messaging and calls wouldn't go through. Samsung and I came to the conclusion that the phone was defective. We opted to return the device, and my wife purchased a different device (a pixel xl 2), despite wanting certain note 8 features. Her job, and the need for a working phone, won out.
Anyway, I contacted Samsung, and they sent me a return label. The phone only left the house once, and as mentioned before, it was only in our possession for a few days. The phone was also in a case from day one, and as such it was/still is in pristine condition (of which I have documented and have photos).
I immediately returned the Note 8 in its original box with all the included extras (even the plastic wrapping), the included sim card, and the Gear Fit Pro 2 that has been purchased along side it.
The phone and extra were received by Samsung a few days later. The phone was purchased on the 10/31/17, delivered to myself on 11/3/17, and the returned was received and signed for by Samsung on 11/13/17.
The Gear Fit 2 Pro was accepted. The phone was return was rejected on 11/22/17. I immediately called Samsung, and after holding for over an hour, I was told it was a mistake. I was told that they would cancel the return shipment, and reprocess the return.
The next business day, I got a notification that the phone was out for delivery to my address (Black Friday). I called Samsung, and was told to accept the delivery and call back.
I accepted the delivery and opened the box. The phone was there along with the original box. All the contents of the box. The phone box had never been opened. I know this, because I put a piece of green labeling tap on the corner of the box, as well as a green piece of tap on the interior to hold the phone in place during shipment (the plastic was put back on the phone, and the tap was in contact with the plastic). Neither pieces of tap were disturbed, and were exactly as I had placed them. The box had never been opened.
So I called Samsung back, as instructed, and I was told I would receive another return label in 2-3 days. I also asked (not for the first time) why the return was rejected. It is now 12/8/17, and I still don''t know the reason. No matter what level of support I contact or reach, no one can tell me why.
Anyway, between 11/24/17 and yesterday, 12/7/17, I had spent several hours on the phone with Samsung. I was told the same thing, for the most part, that I would receive the return label any day, that it was all a mistake in the system, and to be patient. Meanwhile, I have a $1000 device that doesn't work properly, and I can't use/have no use for. Eventually, the case was escalated high enough that I received an apologetic email from the Samsung's Office of the President (specific to ecommerce, I believe). I corresponded with them, but they only responded once, telling me the same thing I had been told over the phone.
Anyway, yesterday, I received a return label. I immediately checked the label, only to see that it was the exact label they had sent me originally. It had already been used, with the old tracking information showing up. Thus, it was invalid. I called Samsung, and after an hour of holding, I was told that the "label was renewed" and that I should take it to Fedex. Despite knowing better, I complied and took the packaged box to Fedex. Fedex did exactly as I predicted, and denied acceptance of the shipment.
So again, I called Samsung. This is where it got really phone. Over the course of 3 hours, I was told the following things by one Employee: -Fedex should never deny a label, you must of took it to the wrong place (Nope) -This is a Fedex problem and not ours, you need to deal with their customer support (Nope, again) -There is no way for use to generate a second label, this situation is out of our hands (Not acceptable). -"Sir, it appears to me that you may be trying to scam Samsung" (I am, overall, a nice person when dealing with customer service. I understand what it is to do their job...but I was getting rather frustrated at this point). -"Sir, why don't you just sell the phone? It would be faster." (What kind of response is this? Its defective for one, but still...).
So finally, I got frustrated enough and asked to speak to a supervisor. After holding for another hour, I was put in contact with a supervisor by the name of Osam. He, honestly, was a pleasure to talk to. He seemed regretful that the previous employee had made the above statements, and processed a $50 gift card as an apology (which I haven't received yet, but it has only been 24 hours.) He then stated that I would receive a new label in 3-5 days.
At this point, I have corresponded at length with Samsung support, and I still have not been able to return the device.
I have filled a claim with my state's Attorney General, and they are now looking into the issue. As a side note, I have begun CCing the AG on my emails to Samsungs "Office of the President". As of 12:17, 12/8/2017, Samsung is refusing to send me a new label, stating that the "Old label has been made so that it can be used again". I have contacted Fedex, and verified that this is not the case (they don't reuse label, for one). So I am currently trying to get them to send me a valid label.
TL&DR: Don't order a phone from Samsung direct, if expect anything resembling customer service. Best case, you will be frustrated, and worst case you may be stuck with a $1000 phone that you cannot use
Last edited:
sounds like a lot of $
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