1. michnow's Avatar
    Bought a Note 7 with Samsung Protect Plus last August. Went through the recall nonsense, Best Buy was useless, Samsung was useless and AT&T ultimately came though and I got my Note 7 replaced with an S7 Edge. AT&T ultimately had to call their local Samsung rep who pushed it through. I went online with Samsung and thought I transferred my Samsung Protect Plus to my new phone. I guess I was stupid or confused.

    Fast forward to January, I drop my S7 Edge and broke the screen. I own that this was my fault, but thought I was covered through Samsung Protect. Submitted a claim and it was rejected. Called the insurance provider "Assurant", spoke to a nice person who asked for evidence of the swap and thought everything would be great. Immediately after, I received a rejection on my claim. I call them and they give me the IMEI mismatch problem and tell me to call Samsung to correct.

    I subsequently went through a nightmare with Samsung. Spoke to a Supervisor who said he would call Assurant to fix and would check back with me in 30 minutes. Never heard back from him.. Another Samsung person asked me to call back Assurant and try another rep. I entered a nightmare of dropped calls, routing to the appliance department, TV department, contracts department, Note 7 recall department all to no avail.

    Fine I thought I'll pay for the fix myself and ask for a refund on the Protect Plus. Called the support number and was told that Samsung was not performing any non-warranty repairs. Called to get a refund on my Samsung Protect and was transferred a few times with no one able to help.

    Finally called AT&T and even though it was not their fault/problem, they are sending me a replacement for slightly over the Samsung deductible.

    Kudo's to AT&T. I will never buy a Samsung product again
    areyes163 and Tsepz_GP like this.
    01-24-2017 08:00 PM
  2. Law2138's Avatar
    Feel you pain. No one should get the run around to get such an expensive phone fixed. Samsung has oodles of money and you would think that repair centers would be up to snuff. That non warranty repair line is bs.
    01-24-2017 10:23 PM
  3. tuscanybay's Avatar
    Buy an iPhone next time. They have the best post sale customer support.
    pankaj981 likes this.
    01-25-2017 06:54 AM
  4. Aquila's Avatar
    I agree this is unacceptable. Is the new phone insured and are they giving you documentation of that insurance?
    01-25-2017 07:14 AM
  5. ded1945's Avatar
    Buy an iPhone next time. They have the best post sale customer support.
    Like to see your source for that. A simple Google search about bad iPhone customer service shows over 54 million hits. Lots of folks wouldn't agree with you!
    DMP89145 likes this.
    01-25-2017 07:31 AM
  6. ToddK's Avatar
    Sorry to hear about you nightmare...

    I dropped my s7e and the digitizer broke, (rendering the screen unusable), a Sprint rep helped me file a claim w/ Assurion ... who shipped out a brand new s7e that day, (opted for the new coral blue one... It's beautiful), it arrived the next afternoon.

    I was/am a happy camper...

    Now, if I could get my Note 4 repaired, (won't charge or turn on), I'd be ecstatic. 😉

    I hope you have better luck with your new handset.
    01-25-2017 10:07 AM
  7. TabGuy's Avatar
    I hate to throw water on anyone's parade but I would never have expected a Note 7 insurance policy to be carried over to the S7E. If you were told that then you've learned the hard lesson that most of us learn: Don't rely upon the word of others, verify it yourself. As Ronald Reagan said so well: "Trust but verify." It's up to YOU, not some customer service agent, to make sure you are covered. Get everything in writing and never rely upon what someone has told.
    dm3ready, edubb256 and sweetypie31 like this.
    01-25-2017 10:20 AM
  8. pankaj981's Avatar
    I hate to throw water on anyone's parade but I would never have expected a Note 7 insurance policy to be carried over to the S7E.
    I agree, the OP should have asked for a refund right during the Note 7 exchange.

    Like to see your source for that. A simple Google search about bad iPhone customer service shows over 54 million hits. Lots of folks wouldn't agree with you!
    This may be true all over the internet throughout the globe but here in the states Apple does have a better customer service than other cell phone providers. This may be due to the fact that they have an actual brick and mortar store in every city.
    libra89 likes this.
    01-25-2017 04:08 PM
  9. joshwilks's Avatar
    Sounds like a horrific experience, I only hope you're the exception. I've never claimed for anything on any insurance but I'm willing to bet most aren't easy to claim on. Maybe you'll change your mind when you see the S8!
    01-25-2017 04:20 PM
  10. recDNA's Avatar
    Sorry to hear about you nightmare...

    I dropped my s7e and the digitizer broke, (rendering the screen unusable), a Sprint rep helped me file a claim w/ Assurion ... who shipped out a brand new s7e that day, (opted for the new coral blue one... It's beautiful), it arrived the next afternoon.

    I was/am a happy camper...

    Now, if I could get my Note 4 repaired, (won't charge or turn on), I'd be ecstatic. 😉

    I hope you have better luck with your new handset.
    How much was your deductible payment due?
    ToddK likes this.
    01-25-2017 07:40 PM
  11. ToddK's Avatar
    $200
    01-25-2017 07:41 PM
  12. Mooserman15's Avatar
    After what they've done recently, I will NEVER buy or recommend any samsung product again.
    Nostromo79 likes this.
    01-25-2017 11:41 PM
  13. ded1945's Avatar
    When you find that perfect product or company please let the rest of us know. The world has been looking a long time.
    DEman19901 likes this.
    01-26-2017 07:34 AM
  14. Rumblee1's Avatar
    Buy an iPhone next time. They have the best post sale customer support.
    They need it. Their phones are always breaking down.
    DMP89145 likes this.
    01-26-2017 08:16 AM
  15. Rumblee1's Avatar
    Bought a Note 7 with Samsung Protect Plus last August. Went through the recall nonsense, Best Buy was useless, Samsung was useless and AT&T ultimately came though and I got my Note 7 replaced with an S7 Edge. AT&T ultimately had to call their local Samsung rep who pushed it through. I went online with Samsung and thought I transferred my Samsung Protect Plus to my new phone. I guess I was stupid or confused.

    Fast forward to January, I drop my S7 Edge and broke the screen. I own that this was my fault, but thought I was covered through Samsung Protect. Submitted a claim and it was rejected. Called the insurance provider "Assurant", spoke to a nice person who asked for evidence of the swap and thought everything would be great. Immediately after, I received a rejection on my claim. I call them and they give me the IMEI mismatch problem and tell me to call Samsung to correct.

    I subsequently went through a nightmare with Samsung. Spoke to a Supervisor who said he would call Assurant to fix and would check back with me in 30 minutes. Never heard back from him.. Another Samsung person asked me to call back Assurant and try another rep. I entered a nightmare of dropped calls, routing to the appliance department, TV department, contracts department, Note 7 recall department all to no avail.

    Fine I thought I'll pay for the fix myself and ask for a refund on the Protect Plus. Called the support number and was told that Samsung was not performing any non-warranty repairs. Called to get a refund on my Samsung Protect and was transferred a few times with no one able to help.

    Finally called AT&T and even though it was not their fault/problem, they are sending me a replacement for slightly over the Samsung deductible.

    Kudo's to AT&T. I will never buy a Samsung product again
    Ive got an S7 edge and like it a lot. I bought a pixel, its a piece of crap. And its nothing special. My favorite phone is the ZTE axon 7. Just as goid and faster than both my S7 edge and pixel.
    01-26-2017 08:18 AM
  16. Tsepz_GP's Avatar
    Bought a Note 7 with Samsung Protect Plus last August. Went through the recall nonsense, Best Buy was useless, Samsung was useless and AT&T ultimately came though and I got my Note 7 replaced with an S7 Edge. AT&T ultimately had to call their local Samsung rep who pushed it through. I went online with Samsung and thought I transferred my Samsung Protect Plus to my new phone. I guess I was stupid or confused.

    Fast forward to January, I drop my S7 Edge and broke the screen. I own that this was my fault, but thought I was covered through Samsung Protect. Submitted a claim and it was rejected. Called the insurance provider "Assurant", spoke to a nice person who asked for evidence of the swap and thought everything would be great. Immediately after, I received a rejection on my claim. I call them and they give me the IMEI mismatch problem and tell me to call Samsung to correct.

    I subsequently went through a nightmare with Samsung. Spoke to a Supervisor who said he would call Assurant to fix and would check back with me in 30 minutes. Never heard back from him.. Another Samsung person asked me to call back Assurant and try another rep. I entered a nightmare of dropped calls, routing to the appliance department, TV department, contracts department, Note 7 recall department all to no avail.

    Fine I thought I'll pay for the fix myself and ask for a refund on the Protect Plus. Called the support number and was told that Samsung was not performing any non-warranty repairs. Called to get a refund on my Samsung Protect and was transferred a few times with no one able to help.

    Finally called AT&T and even though it was not their fault/problem, they are sending me a replacement for slightly over the Samsung deductible.

    Kudo's to AT&T. I will never buy a Samsung product again
    I came in here thinking it's another "ermagerd, where's my nougat update blah blah blah" type thread.

    Very sorry to hear that man, id also be done with them if I had to go through all that. I must say Samsung Support outside EMEA Regions and S.Korea seems to be truly rubbish, which is off as you'd think they'd try better to compete with Apple on that front as that's where Apple are incredible exceptional.
    01-26-2017 08:47 AM
  17. DEman19901's Avatar
    Even before the Note 7 fiasco, I already declared myself finished with Samsung. So my S7E will be my last Samsung product. I have already started replacing 2 of my failed Samsung TVs with LG's. Yeah, I know that it's still a Korean company....
    01-26-2017 09:31 AM
  18. edubb256's Avatar
    While I'm empathize with OP to some extent (but don't know why OP would assume insurance would transfer to a different phone), I don't know which manufacturers provide better service (except MAYBE Apple).

    The OEM's don't have a big incentive to offering more than very basic customer service because at the end of the day, I think most people buy phones based on considerations other than customer service. Customer service is only one small component of customer satisfaction. Samsung phones have the highest customer satisfaction of all phones in the industry, according this survey: A Samsung phone leads in US customer satisfaction survey… again - Android Authority.

    So maybe it's a choice between a good phone with mediocre service (e.g., Samsung), or a mediocre phone with good service (e.g., Apple). It depends on your priorities.
    Law2138 likes this.
    01-26-2017 10:14 AM
  19. Law2138's Avatar
    Samsung is banking on 1.) the phone not to fail or get damaged and 2.) the customer enrolls in some of insurance/replacement plan.
    Sure there are walk-in repair centers, but even they aren't equipped to handle a large volume of repairs. That's why there's a 2 week turn around, sometimes more.

    By the insurance company absorbing the cost of replacing the device, Samsung doesn't need to have great customer service. They've already been paid for the device. The carrier gets paid from the insurance company.

    The number of people paying a monthly fee ($8) for 24 months = $192 far outweigh the number of those making claims. But when you make a claim, you're paying a $200 deductible on top of the monthly fee.

    Insurance company wins. Customer pays a premium to quickly obtain a replacement but still pays close to $400 for the damage.

    I wouldn't be surprised if the insurance company has some type of off-grid repair center or agreement with Samsung directly to get those devices back in service for far less than $400.
    edubb256 and libra89 like this.
    01-26-2017 11:01 AM
  20. Morty2264's Avatar
    I'm so sorry you had to go through this, OP; but very glad to see that AT&T came through for you.
    01-26-2017 11:03 AM
  21. Dan TheMan86's Avatar
    Samsung is banking on 1.) the phone not to fail or get damaged and 2.) the customer enrolls in some of insurance/replacement plan.
    Sure there are walk-in repair centers, but even they aren't equipped to handle a large volume of repairs. That's why there's a 2 week turn around, sometimes more.

    By the insurance company absorbing the cost of replacing the device, Samsung doesn't need to have great customer service. They've already been paid for the device. The carrier gets paid from the insurance company.

    The number of people paying a monthly fee ($8) for 24 months = $192 far outweigh the number of those making claims. But when you make a claim, you're paying a $200 deductible on top of the monthly fee.

    Insurance company wins. Customer pays a premium to quickly obtain a replacement but still pays close to $400 for the damage.

    I wouldn't be surprised if the insurance company has some type of off-grid repair center or agreement with Samsung directly to get those devices back in service for far less than $400.
    It's all a f---ing money grab.
    Law2138 likes this.
    01-26-2017 12:20 PM
  22. edubb256's Avatar
    ...The number of people paying a monthly fee ($8) for 24 months = $192 far outweigh the number of those making claims. But when you make a claim, you're paying a $200 deductible on top of the monthly fee.

    Insurance company wins. Customer pays a premium to quickly obtain a replacement but still pays close to $400 for the damage...
    Yes...and at least with some plans the replacement will be a refurb, which you could have purchased on your own anyway for less than they paid in premiums and deductable. I know some people think they are being smart by buying insurance, but for most people it does not make financial sense. The insurance companies are in this make a profit and are going ensure they collect more than they pay out (in aggregate). Phone insurance is fundamentally different from car insurance or health insurance where one might need coverage to deal with financial distress from a lawsuit or medical bills they could not otherwise afford. Unless you have especially buttery fingers, or are someone for whom loss of a phone would cause financial distress (like a medical bill you couldn't pay) you should think twice about insurance.
    Law2138 and Dan TheMan86 like this.
    01-26-2017 12:30 PM
  23. michnow's Avatar
    I din't expect it the coverage to be automatically moved. At the time of the switch, I logged into the Samsung Protect Portal and thought I made the switch... I agree on trust but verify. My frustration is more about the runaround, lack of callbacks, hangups, and overall indifference. I would have hoped that due to the Note 7 fiasco, they would have tried a little harder. Even a callback that said, sorry, there is nothing I can do would have been an improvement.
    01-29-2017 09:09 AM

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