04-11-2019 06:59 PM
27 12
tools
  1. r0ttie1's Avatar
    Samsung stole my phone

    My wife had a problem with a Samsung Galaxy 8 she bought from a reseller, display that it was a leased phone when it was not. Samsung issued a RMA saying the phone was still under their warranty. When they recieved the phone, they said they would not repair it. They refuse to return the phone or issue a refund on it. My wife has had multiple conversations with Samsung including supervisors. They keep changing their story, including hanging up on her. In effect, they have stolen my wifes phone.

    This has to be the worst customer service we have ever encountered. I would warn anyone having warranty service with Samsung, to expect the worst.
    04-30-2018 05:46 PM
  2. Mooncatt's Avatar
    Wait, so you were sold a display model?

    I didn't think manufacturers allowed that and required them to be sent back. I may be mistaken, but I'd question whether or not that was a legit sale from the reseller in the first place. If it was indeed a fraudulent sale, then that phone would technically belong to Samsung (though they should've explained that to you, so I dunno), and your claim would be with whoever sold you the phone.
    04-30-2018 06:00 PM
  3. Golfdriver97's Avatar
    This is the first I have heard of this. I don't see any reason why they would keep it. I can understand not repairing it for whatever reason, but I would have thought that they would ship the device back to you.
    04-30-2018 08:37 PM
  4. r0ttie1's Avatar
    That was my first thought as well. I listened to my wife crying to them that she was about to run out of the re-sellers warranty to no effect. She has been told so many things by so many people, we trust none of them. They have four different case numbers on this for some reason and we still can not get this resolved. Ran out the re-sellers warranty and is still under Samsungs warranty and still they do nothing. Sounds like theft to me.
    04-30-2018 09:18 PM
  5. r0ttie1's Avatar
    Display model?
    04-30-2018 09:28 PM
  6. Mooncatt's Avatar
    Display model?
    Your initial post made it sound like you bought a display model.

    My wife had a problem with a Samsung Galaxy 8 she bought from a reseller, display that it was a leased phone when it was not.
    If this is not the case, could you please clarify exactly what it was you bought?
    05-01-2018 06:13 AM
  7. r0ttie1's Avatar
    Mod keeps editing my post. It was bought from Gizmo Trader. Google them.
    05-01-2018 08:08 AM
  8. Itsa_Me_Mario's Avatar
    Mod keeps editing my post. It was bought from Gizmo Trader. Google them.
    Did you buy the display model or are you saying your wife bought a phone and you later found out that it was leased, meaning that the reseller is selling stolen property? Or something else?
    05-01-2018 08:28 AM
  9. Mooncatt's Avatar
    Mod keeps editing my post. It was bought from Gizmo Trader. Google them.
    I did try searching for them. Reviews were few and far between, but there was enough negative ones out there (including at least one where a phone was later reported stolen and the customer could no longer use it) to make me question the legitimacy of the company. The used smartphone market is almost like the wild west because of these sorts of stories. It's also why I stay away from it.

    Have you asked Samsung point blank if the phone had been reported list/stolen? If so, you won't get the phone back, but you'll be able to report that back to the seller and try to get a refund. If that doesn't work, then I'd consider calling the police to file a theft/fraud charge on the company.

    But this is still under the assumption that this was not a legitimate sale in the first place and that is what needs to be sorted out.
    05-01-2018 09:01 AM
  10. Itsa_Me_Mario's Avatar
    Have you asked Samsung point blank if the phone had been reported list/stolen? If so, you won't get the phone back, but you'll be able to report that back to the seller and try to get a refund. If that doesn't work, then I'd consider calling the police to file a theft/fraud charge on the company.

    But this is still under the assumption that this was not a legitimate sale in the first place and that is what needs to be sorted out.
    Agree fully with this.
    Mooncatt likes this.
    05-01-2018 09:06 AM
  11. Golfdriver97's Avatar
    make me question the legitimacy of the company
    Not sure if @Mooncatt saw the BBB, but there are only 2 reviews, one being a similar situation.

    This is what I found: https://www.bbb.org/central-florida/...and-complaints
    05-01-2018 10:10 AM
  12. Mooncatt's Avatar
    Not sure if @Mooncatt saw the BBB, but there are only 2 reviews, one being a similar situation.

    This is what I found: https://www.bbb.org/central-florida/...and-complaints
    That's the one I was referring to, yes.
    05-01-2018 10:11 AM
  13. r0ttie1's Avatar
    The phone was activated by Sprint. If it was stolen, they would not have activated it.
    05-01-2018 02:59 PM
  14. Mooncatt's Avatar
    The phone was activated by Sprint. If it was stolen, they would not have activated it.
    Unless it was reported after the fact as in that one review. Or if it was a display model, Samsung could've picked up on that when you sent it I without there ever being a stolen report made.
    05-01-2018 03:07 PM
  15. r0ttie1's Avatar
    Samsung had the phone serial number when they issued the RMA. Why do you have such a problem with the possibility that Samsung may be in the wrong?
    05-01-2018 03:59 PM
  16. Itsa_Me_Mario's Avatar
    They very well could be wrong and nobody is debating that point. What the people trying to do is understand the reasoning that they might be making their decisions with. Seems like most of the answers that you want should be coming directly from Samsung?
    05-01-2018 04:26 PM
  17. Mooncatt's Avatar
    Samsung had the phone serial number when they issued the RMA.
    Which may have been flagged on their end and they issued the RMA to get the phone back without making a potential thief (not you specifically, but as a general recovery practice) suspicious.

    Why do you have such a problem with the possibility that Samsung may be in the wrong?
    I don't. But you also still haven't clarified exactly what you bought. I'm not trying to be argumentative, but you initially made it sound like you bought a display model, which I believe are supposed be sent back to the manufacturers when the stores are done with them. The reputation of the company you bought it from, and the fact it was used to begin with, also muddles the situation. We are just a forum of user enthusiasts. We don't have all the answers, but we can't even begin to give answers without good information to go on.

    Yes, companies do make mistakes, but I think it's beyond the pail to say they maliciously stole your phone. So what I (and most likely the others here) am trying to do is figure out the most rational reason for them to keep the phone, so that we may be able to point you in the right direction to get it back or whatever.
    Itsa_Me_Mario likes this.
    05-01-2018 05:01 PM
  18. r0ttie1's Avatar
    I have tried to find a rational reason myself. Early on, they could have stuck it back in a box and shipped it back, but chose not to. They ran out the clock on my re-sellers warranty. Every service person my wife spoke to just ducked and bobbed and stories changed. They opened four case numbers but never sent or called my wife with any resolution. Never was there any claim that the phone was stolen. Look to their forums and read all the complaints about their customer service. Bottom line is they have had the phone for a month, which is longer than my wife had it.
    05-01-2018 06:37 PM
  19. chanchan05's Avatar
    I have tried to find a rational reason myself. Early on, they could have stuck it back in a box and shipped it back, but chose not to. They ran out the clock on my re-sellers warranty. Every service person my wife spoke to just ducked and bobbed and stories changed. They opened four case numbers but never sent or called my wife with any resolution. Never was there any claim that the phone was stolen. Look to their forums and read all the complaints about their customer service. Bottom line is they have had the phone for a month, which is longer than my wife had it.
    The problem being usually the customer service people on the phone are just call center agents and actually have no other thing they can do other than open a case. Have you tried an escalation?
    05-01-2018 06:43 PM
  20. r0ttie1's Avatar
    Escalation to next level and then to third level results in being put on hold forever in the hopes you will hang up. Failing that, they just hang up on her.
    05-01-2018 09:15 PM
  21. chanchan05's Avatar
    Escalation to next level and then to third level results in being put on hold forever in the hopes you will hang up. Failing that, they just hang up on her.
    Sometimes you just have to wait.

    Have you tried email?

    Not sure if it would be the same in your country, but someone in the UK had problems with warranty, and the phone lines were not much help and neither was going to CPW. He emailed Samsung UK and then Samsung UK apparently emailed CPW do give up a replacement unit.

    Not sure if it would help you but it's worth a try.
    Golfdriver97 likes this.
    05-01-2018 09:22 PM
  22. Golfdriver97's Avatar
    Why do you have such a problem with the possibility that Samsung may be in the wrong?
    At the very least....Samsung should give an explaination as to why they are keeping the phone. I agree with @chanchan05 that perhaps emailing Samsung, starting with general customer service and escalating to the CEO will hopefully get this resolved.

    However, like others have mentioned....the fact that is seems to be a used device, sold by a third party dealer, is throwing a couple wrenches in the mix, ignoring the fact that there are negative reviews on the BBB.
    05-01-2018 10:44 PM
  23. r0ttie1's Avatar
    After all our efforts to get a straight answer, I started fussing on Samsung's forum. I got this:

    I was able to pull up your refund ticket, our accounting team updated notes this morning. If you opted for direct deposit, our bank will release the funds in 4-6 business days, if you opted for a live check you should receive the check within 7-10 business days.

    Now I get to wait two more weeks to see if the proverbial "check is in the mail". Color me skeptical.
    trkrkn61 likes this.
    05-01-2018 11:53 PM
  24. pkcable's Avatar
    @r0ttie1 try reaching out to Samsung's Executive Relations dept.....

    https://consumerist.com/2007/01/17/r...tomer-service/
    trkrkn61 likes this.
    05-02-2018 01:24 PM
  25. Rukbat's Avatar
    If you don't get the check (I assume that you have the promise in writing - if you don't, they can claim that they never made it), and considering that they've stolen almost $1,000 from you, so it's not something you'd want to write off as a bad experience, call your local bar association and ask for references to attorneys who handle theft by a foreign manufacturer when an item of theirs is returned to them for repair.

    Samsung has enough attachable property in the US that they aren't going to want to be on the wrong end of that suit. (Aside from owing you an S8, they'd owe you for your wife's distress, your distress, any actual monetary losses either of you suffered due to not having the phone available - and the most likely not inconsiderable legal fees. (It's that last one that would make them blink. Attorneys who work internationally aren't cheap. Samsung seems to have become a "customer service is word last" kind of company. But money is job one, and they won't want to lose any.)

    I've found (and learned) over the decades that some donkeys just have to be hit over the head with a bigger hammer to get their attention.
    pkcable and trkrkn61 like this.
    05-02-2018 02:30 PM
27 12

Similar Threads

  1. Why isn't my voice to texting not working on my s9 plus
    By Android Central Question in forum Samsung Galaxy S9 & S9+
    Replies: 2
    Last Post: 04-30-2018, 05:45 PM
  2. Why does my phone constantly say " Network error, please try again?
    By Android Central Question in forum Ask a Question
    Replies: 0
    Last Post: 04-30-2018, 05:24 PM
  3. My Samsung S6 screen frozen and no buttons are working
    By Android Central Question in forum Ask a Question
    Replies: 1
    Last Post: 04-30-2018, 04:55 PM
  4. my wallpaper went blurry pics are not when I select them
    By Android Central Question in forum Ask a Question
    Replies: 0
    Last Post: 04-30-2018, 03:57 PM
  5. Why isn't my voice to texting not working on my s9 plus
    By Android Central Question in forum Ask a Question
    Replies: 0
    Last Post: 04-30-2018, 02:42 PM
LINK TO POST COPIED TO CLIPBOARD