Samsung support is garbage, my Note 9 arrived with a ding

[jeetu4444]

Funny, their own web site talks about exchanges for both quality and operational defects.

https://i.imgur.com/V73sN5f.jpg

The guy I talked to on the phone told me that quality defects weren't covered.

It's all rubbish...its their duty to replace your phone...here in India we have a 15 days window to get replacement under manufacturing defect...Did u buy from a carrier or Samsung directly

 

[berfles]

It's all rubbish...its their duty to replace your phone...here in India we have a 15 days window to get replacement under manufacturing defect...Did u buy from a carrier or Samsung directly

Samsung. If it was from a carrier this wouldn't be an issue as I'd just walk in and exchange it. I learned my lesson there.

 

[jeetu4444]

Samsung. If it was from a carrier this wouldn't be an issue as I'd just walk in and exchange it. I learned my lesson there.

Go to a Samsung service center of u can go and make huge issue out of it..they will have to replace it

 

[berfles]

Go to a Samsung service center of u can go and make huge issue out of it..they will have to replace it

Already called the only one in the area and they said all they do is repair, they don't have devices to swap out.

 

[bandofbrothers2112]

I choose to buy from my local bricks and mortar Samsung Experience Store in the UK.

This way I unbox it all to check it over and boot it up.

They give a 30 day period in which to swap it out if issues arise.

If I had opened the box and found that ding then I would want another.

Try to esculate this further up Samsung's chain to push for a replacement or put a case around it.

I wish you all the best with this situation.

 

[berfles]

The case I bought doesn't cover it as my luck would have.

I'm trying to call the place in NY and I can't get a hold of anyone. I was planning on taking a trip there tomorrow anyway so that could work out, otherwise I may call sales back because they had me send them a picture as well.

 

[guitar_65riff]

I got my Note 9 yesterday, and upon examining it I saw a small flaw/dent/ding in the bottom right where the S Pen goes. I immediately called/chatted with Samsung and they told me not only do they not do exchanges, but I'd have to do a full return/re-purchase to get another phone and send back my promotional item as well. I got in on the AKG promotion and $300 trade in, both of which are over, so I would likely have to pay full price if I re-buy the phone.

All I want to do is get another phone, why are they making me send the promotion items back and why are they being so difficult and not just letting me get another phone? Has anyone had any luck in talking to someone higher than the useless reps who barely speak English? I'm going to try the sales team today, maybe they have someone who can actually help me out. To think I just spent $1000 on a premium phone to avoid these stupid manufacturing flaws for nothing is killing me.

You are best taking it to a Samsung store. They should sort it for you.
Problem is proving it was already done on arrival. I too expect something new to be perfect.
Good luck

 

[jjb415]

Thanks for keeping us up-to-date. Interesting post.

 

[felloffthetruck]

Just tried them as they're the closest to me, but they're a service center only, so they do repairs and such and don't actually have any devices on hand for a quick swap.

I also just got a call back from sales and he seemed more helpful than the customer support I talked to last night who barely spoke English, he gave me some sort of drawn out process to keep my promotional item and get the $300 for my old phone, but if I understood him correctly, the new phone would take 3 weeks to get here and I'd have to send my trade in as soon as possible which leaves me without a phone. Waiting to hear back from him.

And here is the picture that is going to get me a lot of flack, but I don't care. It's the principle of paying a grand for a phone and having it come already damaged. If someone can't understand why I'm upset it doesn't really matter.

https://i.imgur.com/TiDtIxz.jpg

I agree 100% with you. My OCD would would not let me live with any flaws right out of the box.
My OCD would not be able to handle that skin on the back either.

 

[rushmore]

Samsung direct has always sucked and not just for phones.

 

[berfles]

The NY store is proving to be useless as well. I've been calling for two hours, always get a "We're speaking to other customers" line. Going to their Facebook, no one can ever get in touch with them. I can't seem to talk to a person at all anywhere, they either have to call me back or I leave a message. The only place I did get through to was the service repair in NJ who couldn't help.

Hooray.

 

[berfles]

Ok, so on the phone for another 30 minutes so far. This time after back and forth with the rep and her supervisor, they are putting in a request for an exchange, and if that gets denied she said they're going to process the refund but credit me for the $300 S7 Edge trade-in and the headphones. I'm back on hold now, but this sounds slightly promising.

 

[bassplayrguy]

Just tried them as they're the closest to me, but they're a service center only, so they do repairs and such and don't actually have any devices on hand for a quick swap.

I also just got a call back from sales and he seemed more helpful than the customer support I talked to last night who barely spoke English, he gave me some sort of drawn out process to keep my promotional item and get the $300 for my old phone, but if I understood him correctly, the new phone would take 3 weeks to get here and I'd have to send my trade in as soon as possible which leaves me without a phone. Waiting to hear back from him.

And here is the picture that is going to get me a lot of flack, but I don't care. It's the principle of paying a grand for a phone and having it come already damaged. If someone can't understand why I'm upset it doesn't really matter.

https://i.imgur.com/TiDtIxz.jpg

Is the black dragon skin?

 

[bassplayrguy]

Ok, so on the phone for another 30 minutes so far. This time after back and forth with the rep and her supervisor, they are putting in a request for an exchange, and if that gets denied she said they're going to process the refund but credit me for the $300 S7 Edge trade-in and the headphones. I'm back on hold now, but this sounds slightly promising.

Good luck. Please let us know what happens.

 

[scy121]

yes, Samsung customer service is mediocre at best, which is why I just order through the carrier. I've been 100% satisfied with T-Mobile customer service

 

[103Softail]

Is it a manufacturing defect? I don't think so

 

[KupKrazy]

And here is the picture that is going to get me a lot of flack, but I don't care. It's the principle of paying a grand for a phone and having it come already damaged. If someone can't understand why I'm upset it doesn't really matter.

Dude don’t feel embarrassed that you want this taken care of. We pay a lot for these phones and you should feel happy with what you got no matter how small any nick is.

 

[stackberry369]

Dude don’t feel embarrassed that you want this taken care of. We pay a lot for these phones and you should feel happy with what you got no matter how small any nick is.

Does it affect the functionality of the phone though? If you're going to put it in a case, what's the problem?

 

[anon(20964)]

Does it affect the functionality of the phone though? If you're going to put it in a case, what's the problem?

Ummm - resale value maybe. Even Samsung would knock down the value due to a blemish like that.

I would want a 'New' replacement.

 

[bassplayrguy]

Does it affect the functionality of the phone though? If you're going to put it in a case, what's the problem?

Problem is he paid the same as everyone else but his is damaged.