12-07-2017 08:54 AM
49 12
tools
  1. TylerLV76's Avatar
    I have had premium care since I the S8 launched and when I got my Note 8 I got it again. On November 1st Samsung cancelled my coverage due to "a system issue". I have opened 3 tickets to get this resolved and all 3 have been closed and marked complete yet I am still unable to re-enroll. I have made at least 20 calls to get it resolved and all they say is "we need to escalate this to a management team". I wait the 24-48 hours they request and when I call back they tell me the ticket has been completed. This has happened 3 times, Im on my 4th ticket as of today.

    All of that is not why I suggest cancelling your coverage. While on the phone this morning for 2 hours, this joke of a customer service supervisor tells me "theres nothing to be worried about, we dont even have any Note 8's for replacement. They are currently on backorder and we are being told it will be between 8-12 weeks before they can ship any replacements out."

    8-12 weeks for a replacement that is supposed to be next day aired to you.

    This may be the last straw with me and Samsung. The OnePlus 5t releases tomorrow and Ill probably just buy that and call it a day. Even though my phone is fine, I have had enough with Samsung.
    11-20-2017 10:50 AM
  2. j_hansen's Avatar
    I waited 9 hours on Friday and still waiting today for them to pick up my Note 8 to go in for a warranty repair, in 2 hours from now I'm sure I'll still be looking at the box and have 18 hours wasted, totally feel your pain.
    I think I will just lodge a claim through small claims court and be done with it.
    11-20-2017 11:03 AM
  3. TylerLV76's Avatar
    I waited 9 hours on Friday and still waiting today for them to pick up my Note 8 to go in for a warranty repair, in 2 hours from now I'm sure I'll still be looking at the box and have 18 hours wasted, totally feel your pain.
    I think I will just lodge a claim through small claims court and be done with it.

    Ive contacted the ceo office and waiting to hear back from them. I keep trying to forgive Samsung for all their issues but Ive had enough with them. Phones are great most of the time but their customer service has to be ranked in the bottom 2. Only worse Ive found is Comcast.
    Makad likes this.
    11-20-2017 11:06 AM
  4. j_hansen's Avatar
    Could you send me a private message with the contact details for the ceo office by any chance?
    11-20-2017 11:07 AM
  5. pool_shark's Avatar
    Calling direct with private communications is not nearly as effective as blasting company on social media.
    Samsung has been advertising premium care on Twitter, go there and let them have it publicly.
    nuangel2 likes this.
    11-20-2017 11:11 AM
  6. TylerLV76's Avatar
    Could you send me a private message with the contact details for the ceo office by any chance?
    First person on this page Tim Baxter: SAMSUNG
    11-20-2017 11:13 AM
  7. TylerLV76's Avatar
    Calling direct with private communications is not nearly as effective as blasting company on social media.
    Samsung has been advertising premium care on Twitter, go there and let them have it publicly.
    Ive talked to them nicely on twitter for 2 weeks, then I started blasting them. Their response is to call Premium Care department.

    This whole system is a joke.
    11-20-2017 11:14 AM
  8. andytiedye's Avatar
    Isn't the insurance from the carrier a better deal anyway?
    11-20-2017 11:22 AM
  9. TylerLV76's Avatar
    Isn't the insurance from the carrier a better deal anyway?
    Not if Premium care actually worked. The deductible is half.
    11-20-2017 11:23 AM
  10. j_hansen's Avatar
    First person on this page Tim Baxter: SAMSUNG
    Thanks for that, if it's not picked up in an hour and 40 minutes then that is just one of the avenues I'll go
    11-20-2017 11:23 AM
  11. TylerLV76's Avatar
    Thanks for that, if it's not picked up in an hour and 40 minutes then that is just one of the avenues I'll go
    T-Mobile just replaced my device at no cost and is willing to let me add their insurance. Higher deductible but at least they actually have replacement devices.
    jdfry15 likes this.
    11-20-2017 12:50 PM
  12. durandetto's Avatar
    I had the same experience with Samsung pay on my note 8. Signed up when I got the phone Samsung canceled for no reason after a month and now I can't re-enroll.
    11-20-2017 01:11 PM
  13. TylerLV76's Avatar
    I had the same experience with Samsung pay on my note 8. Signed up when I got the phone Samsung canceled for no reason after a month and now I can't re-enroll.
    Yep, exactly what happened due to their "system glitch". I wish you luck but its been 3 weeks and theyve found no explanation or way to fix it. A new phone with new imei may resolve the issue.
    11-20-2017 01:34 PM
  14. DARK Vader777's Avatar
    I waited 9 hours on Friday and still waiting today for them to pick up my Note 8 to go in for a warranty repair, in 2 hours from now I'm sure I'll still be looking at the box and have 18 hours wasted, totally feel your pain.
    I think I will just lodge a claim through small claims court and be done with it.
    Anywhere near NJ??
    I had a situation with one of my 3 note 8's that Samsung tried to give me the run around. Let's just say I have a new phone as a replacement.
    After telling them I was going to drop all three phone's off at their service center and fight them in court. There was a manufacturer issue in my daughter's note 8 and they really tried to blow me off.

    They have phone's!!!!!
    Ridiculous for them to even say that.

    They can get them from other places.
    I was almost done too, got a great 360 camera as an apology too. A 7 week old phone shouldn't have burn in.
    Stay on them!!
    Maywood, NJ there's a repair center.
    Call them.
    11-20-2017 02:02 PM
  15. lyingfromyou's Avatar
    I just use the handset protection my carrier offers. I can walk into the store, tell them what's wrong, if they cant fix it (which they usually can't), they do a warranty swap and hand me a fresh one!

    Unless It's careless physical damage of course, in which case they still do the trade. I just gotta fork over the deductible. They still deal with the logistics however! Works for me....
    11-21-2017 05:39 AM
  16. j_hansen's Avatar
    Anywhere near NJ??
    I had a situation with one of my 3 note 8's that Samsung tried to give me the run around. Let's just say I have a new phone as a replacement.
    After telling them I was going to drop all three phone's off at their service center and fight them in court. There was a manufacturer issue in my daughter's note 8 and they really tried to blow me off.

    They have phone's!!!!!
    Ridiculous for them to even say that.

    They can get them from other places.
    I was almost done too, got a great 360 camera as an apology too. A 7 week old phone shouldn't have burn in.
    Stay on them!!
    Maywood, NJ there's a repair center.
    Call them.
    No, I live in Ireland and had to get it from a UK Amazon seller, the 24 month warranty applies still due to European laws but it obviously doesn't work when they can't even organise to pick it up, day 3 waiting now and was told between 8am and 6 pm
    11-21-2017 05:48 AM
  17. TylerLV76's Avatar
    I just use the handset protection my carrier offers. I can walk into the store, tell them what's wrong, if they cant fix it (which they usually can't), they do a warranty swap and hand me a fresh one!

    Unless It's careless physical damage of course, in which case they still do the trade. I just gotta fork over the deductible. They still deal with the logistics however! Works for me....
    That still works with other insurance. Thats what T-Mobile did for me yesterday. Carrier deductibles are way too high.
    11-21-2017 09:05 AM
  18. TylerLV76's Avatar
    No, I live in Ireland and had to get it from a UK Amazon seller, the 24 month warranty applies still due to European laws but it obviously doesn't work when they can't even organise to pick it up, day 3 waiting now and was told between 8am and 6 pm
    This is the response I got from the CEO email. Obviously it was pointless to contact them.

    Dear Valued Customer,

    Thank you for contacting the CEO’s Office at Samsung Electronics America. We apologize for your inconvenience and appreciate your patience. We have forwarded your request to the proper department for further consideration.

    Best Regards,
    SEA CEO’s Offic
    11-21-2017 09:06 AM
  19. j_hansen's Avatar
    Well I got a phone call within 2 hours after using the contact Ceo option from Samsung in Ireland who organised a courier and phone was picked up an hour and a half later and Samsung is now looking after it, fingers crossed
    libra89 likes this.
    11-21-2017 09:23 AM
  20. TylerLV76's Avatar
    Well I got a phone call within 2 hours after using the contact Ceo option from Samsung in Ireland who organised a courier and phone was picked up an hour and a half later and Samsung is now looking after it, fingers crossed
    Thats good news. I actually just received a call asking if it was fixed for me. I checked and told her no and got the typical "we'll get back with you in 24-48 hours".
    11-21-2017 09:32 AM
  21. lyingfromyou's Avatar
    That still works with other insurance. Thats what T-Mobile did for me yesterday. Carrier deductibles are way too high.
    If it's a defect and not user inflicted damage then I agree, deductibles are uncalled for! For the 1st year the warranty on the device should take care of that, no deductible! I've had no problems doing a warranty swap in store & same day...

    Otherwise deductibles are too high, just like speeding tickets. Be careful and hopefully you wont end up in a situation where you have to cough it up... To me it's incentive to be careful with said device! Still cheaper than buying a new one imo.

    Deductibles are so high in part because unfortunately there are people in the world who carelessly cause damage to their device and pass it off as "defective" the unwitting rep at the store can't tell otherwise and accepts it!
    11-22-2017 05:39 AM
  22. TylerLV76's Avatar
    Well I received my new phone and Samsung will not let me add the device to premium care. They can't explain why and go right back to the same garbage that a rep will contact me in 24-48 hours. It's been 24 days and nobody has ever contacted me. The management team doesn't accept phone calls so there's no way to speak to someone higher up. The corporate office says they sent the information to the appropriate department and still nothing.

    This will be the last Samsung phone I ever purchase. Nothing to do with the phone but no way do I support a company who acts like they do.
    11-24-2017 05:29 PM
  23. lyingfromyou's Avatar
    Well I received my new phone and Samsung will not let me add the device to premium care. They can't explain why and go right back to the same garbage that a rep will contact me in 24-48 hours. It's been 24 days and nobody has ever contacted me. The management team doesn't accept phone calls so there's no way to speak to someone higher up. The corporate office says they sent the information to the appropriate department and still nothing.

    This will be the last Samsung phone I ever purchase. Nothing to do with the phone but no way do I support a company who acts like they do.
    Either they sent you a refurb or floor model or because you've hit your ceiling for exchanges with the company... Is this a frequent thing for you in the past with other models??
    11-25-2017 05:31 AM
  24. TylerLV76's Avatar
    Either they sent you a refurb or floor model or because you've hit your ceiling for exchanges with the company... Is this a frequent thing for you in the past with other models??
    Never received an exchange before. This appears to be some issue on Samsung's end.
    11-25-2017 06:18 AM
  25. H3aTeRzz's Avatar
    And then there is a guy like me, to whom has NEVER had any issues with Samsung support. Sorry you're having these issues, I hope they resolve it!
    lyingfromyou likes this.
    11-25-2017 07:12 AM
49 12

Similar Threads

  1. I'm phone has been having problems with outgoing/incoming calls
    By theshadowlord in forum Ask a Question
    Replies: 15
    Last Post: 11-29-2017, 03:04 PM
  2. I think I have a damaged file on my s5. How do i find and delete it?
    By Android Central Question in forum Ask a Question
    Replies: 1
    Last Post: 11-20-2017, 11:56 AM
  3. Why do I not have an icon for additional settings?
    By Android Central Question in forum Ask a Question
    Replies: 1
    Last Post: 11-20-2017, 11:32 AM
  4. why i don't have software update option?
    By Android Central Question in forum Ask a Question
    Replies: 1
    Last Post: 11-20-2017, 08:40 AM
LINK TO POST COPIED TO CLIPBOARD