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

[Blues Fan]

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

I would want a 'New' replacement.

Yea, they'd probably would say it's damaged and only give you $25 for the trade in.

I think next time I'm going to order my phone via Amazon. Since Amazon now carries unlocked at launch AND they have better promotions as well and a lot better customer service and just sell my phone outright.

 

[anon(9918034)]

They probably are requiring the return of the promotional item. Because of people trying to scam them out of free headphones. While you have a legit issue with yours being damaged, you can thank all the ****** bags who abused the system in the past.

 

[KidAKidB]

They offered you a solution sorry it's not to your standards!

It's not really an acceptable solution...

 

[berfles]

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

Did I pay a grand for a scratch and dent phone? No.

Got an email from another agent who clearly didn't read my case even though he said he read the details. Told me to return the phone for a refund and reorder. Guess I have to call and sit on hold for a half an hour yet again now.

 

[anon(1733)]

At this point I would just return and re order. That's a lot of time spent. Plus for me at least the promos are better. I just ordered on lavender one for my wife just now and got a case and charger dual as a gift. Better than the head phones for me

 

[swarlos]

Psh I’d be mad too! Heck when I got my iPhone X launch day I noticed a small gap in the casing of my phone between the earpiece and the screen and a crap of dust would collect there so I asked my friends that had gotten Xs also if they had the same issue, they didn’t.

So I made an appointment at my Apple store, they looked at it and said yep let’s get you a replacement and I walked out a happy camper 30 mins later.

This is why I’m an Apple customer. I know there have been horror stories with Apple as well but I seem to hear more on the Android side of things in regards to CS.

 

[buzzy3970]

Psh I’d be mad too! Heck when I got my iPhone X launch day I noticed a small gap in the casing of my phone between the earpiece and the screen and a crap of dust would collect there so I asked my friends that had gotten Xs also if they had the same issue, they didn’t.

So I made an appointment at my Apple store, they looked at it and said yep let’s get you a replacement and I walked out a happy camper 30 mins later.

This is why I’m an Apple customer. I know there have been horror stories with Apple as well but I seem to hear more on the Android side of things in regards to CS.

Nope Apple has just as much horror stories if not more since the volume they sale. Everyone doesn't go ranting on forums which is probably why you haven't noticed.

 

[TurdRon_FergusonBurgundy]

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.

ANOTHER case highlighting Samsung's horribly despicable post sale customer service. It's about as $%&@# as it can get. If the phone comes in the condition it should and you have no issues all is well but if you do end up with issues it's a damn nightmare.

 

[TurdRon_FergusonBurgundy]

Nope Apple has just as much horror stories if not more since the volume they sale. Everyone doesn't go ranting on forums which is probably why you haven't noticed.

I own both IOS and Android phones. Nobody can dispute the customer service, especially post sale service Apple provides. If this specific issue where to have happened with an iPhone the OP would walk into an Apple Store and out with a brand new phone in under 10 minutes. If there was no Apple Store close by, they would express ship a phone out and the OP would send the one he originally received back. Painlessly quick resolution. I love aspects of both operating systems but there is no comparison in terms of post sale customer service experiences. Not even close.

Edited for spelling.

 

[LCW]

Can we see a picture of this ding/dent ?

+1

 

[LCW]

Moral of story and note to self... Never order direct from Samsung. Buy from local retailer (Best Buy) if at all possible. Worst case buy from Amazon.

 

[KupKrazy]

I've had poor experiences at Best Buy (where a pre order doesn't guarantee a unit on launch day) and AT&T (messing up my legacy UDP). So, last year I went to Samsung with the S8+ and Note 8 and they have been great to me and now I've also gone to them with the Note 9. It really does come down to who you deal with.

 

[bandofbrothers2112]

+1

The supporting picture is on the 1st page of the thread.

 

[LCW]

The supporting picture is on the 1st page of the thread.

I see it now

 

[LCW]

Did I pay a grand for a scratch and dent phone? No.

Got an email from another agent who clearly didn't read my case even though he said he read the details. Told me to return the phone for a refund and reorder. Guess I have to call and sit on hold for a half an hour yet again now.

Man best of luck... I hope it's worth it to you spending what will amount to be a few hours on the phone for this.

 

[sygnus21]

Honestly this is much ado about nothing.

While I certainly understand wanting a pristine product for my 1000 dollars and too would also try to get a replacement, I wouldn't give myself a heart attack over this minor aesthetic defect that could be hidden with a case.

Honestly if Samsung is willing to take a few hundred bucks off the purchase, I'd take that and move on. I personally don't see this worthy of such a tirade or being greatly inconvenienced.

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.

And yeah, Samsung's customer service isn't great (personal experience) but for this issue you're just adding fuel to the fire.

My two cents.

 

[Mooncatt]

Honestly this is much ado about nothing.

Actually, I think everyone is missing a potentially bigger issue here. Yeah, I'd be pissed at getting a blemished phone that was supposed to be premium and brand new, but this factory defect could cause a denial of a future warranty claim.

I can see it now, because phones are tending to being more fragile and problematic... 6 months down the line, something goes out that you need to file a warranty claim on. Whether it was related to this blemish or not wouldn't matter. When you send it in, Samsung would see it and could deny the claim due to negligence/abuse, citing that you caused that dent.

This would be a bigger concern for me than the physical appearance in this case. To the OP, best of luck to you. If nothing else, I hope you get at least some notation on your account that this is a manufacture defect that should not disqualify you from other warranty issues. Also, make sure you keep copies of all your chats and notes on when you called/visited them in case this does become a bigger issue in the future and you have to prove it was like this from the factory and not something you did.

 

[sygnus21]

Actually, I think everyone is missing a potentially bigger issue here. Yeah, I'd be pissed at getting a blemished phone that was supposed to be premium and brand new, but this factory defect could cause a denial of a future warranty claim.

Ahhh, the old Nikon scam... find a dent, blame the user, void the warranty.

Anyway in a world is full of could of, should of, would of's, when the OP complained of the issue, that right there said the defect was reported. That said, I'd have a paper trail in the form of texts, emails, or copied chats in case the phone did need service for something else.

And yeah, the OP should try to get a new phone but in the end is the headache and hoops worth it over such minor defect?

And in the world of what if's (and fine print)... the OP could get a used of refurb for a replacement. Actually had this happen to me when my brand new Palm Treo 700W went belly up and got replaced with a refurb. No matter how loudly I complained (still think is was BS), the vendor was like sorry, we can do that. Fine print.

Now it's highly unlikely the OP would get a refurb, seeing how new these phones are, but if we're going to play the what if game....

 

[Mooncatt]

And in the world of what if's (and fine print)... the OP could get a used of refurb for a replacement. Actually had this happen to me when my brand new Palm Treo 700W went belly up and got replaced with a refurb. No matter how loudly I complained (still think is was BS), the vendor was like sorry, we can do that. Fine print.

Oh I could rant for days on here about that, but I'll just sum it up as there's a reason a call it "refurbish roulette."

 

[jb4kats]

They offered you a solution sorry it's not to your standards!

That is unacceptable. Why would you reply with an answer like that? If it arrives damaged then they should replace it but I can guarantee the person asking for the replacement may have to wait anyway until all preorders, back orders are filled. A lot of people were having trouble with Samsung last year because there was an issue with some of their Note 8's but they had to wait until all the pre-orders and back orders were filled and it took quite a long time for some people to even get their phones from pre-orders because they didn't have enough. So I would suggest to him to hold on and wait or call damaging back and throw a fit!