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

[donb2010]

It's not a ding, it's a birthmark.

 

[buzzy3970]

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.

Make sure your facts are in order. The only way apple will Express ship you a device is if you have applecare+ which is basically insurance. Without it you don't receive that benefit.

Not just that but they put a hold on your card for the amount of the replacement device until they receive the orginal device. Not necessarily easy for everyone.

 

[Ca_lvn]

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!

They offered a replacement the OP wasn't satisfied with the response thats why I responded like that , we all know how difficult Samsung direct can be...

 

[Mooncatt]

They offered a replacement the OP wasn't satisfied with the response thats why I responded like that , we all know how difficult Samsung direct can be...

No, they initially offered to cancel the sale, make the OP pay more by losing out on his trade in credit, and return the gifts (which is what you were relying to at the time). The entire purpose of a warranty claim is to put things back right, not put you in a worse spot than you started out with. So no, that initial offer from Samsung was not acceptable by any stretch of the imagination.

 

[sygnus21]

No, they initially offered to cancel the sale, make the OP pay more by losing out on his trade in credit, and return the gifts (which is what you were relying to at the time).

The initial response and the response now are two different entities. Also While some of us can't deny Samsung has customer service issues, bear in mind we only have the OP's point of view here. Let's not fall on a one-sided sword.

 

[berfles]

The initial response and the response now are two different entities. Also While some of us can't deny Samsung has customer service issues, bear in mind we only have the OP's point of view here. Let's not fall on a one-sided sword.

My point of view is the only side of this story. If anything, I left out bits that makes Samsung look worse, like the first rep who tried to convince me it was dust and I should rub it off the phone and didn't believe it was a dent.

 

[Mooncatt]

The initial response and the response now are two different entities.

True, but the context was that the other member seemed to think that being worse off than before was an acceptable response.

 

[climb]

There is no way, no excuse, no explanation, no rationalization for what they have done.......

....... the correct answer to you from them would be.....

..... let us overnight a brand new spanking Note 9 to you and please keep the old one for your personal inventory

Nothing more and nothing less

 

[buzzy3970]

There is no way, no excuse, no explanation, no rationalization for what they have done.......

....... the correct answer to you from them would be.....

..... let us overnight a brand new spanking Note 9 to you and please keep the old one for your personal inventory

Nothing more and nothing less

I don't know any phone manufacturer that would do that. They would require the defective unit to access the claims that are being made about from the consumer.

 

[sygnus21]

There is no way, no excuse, no explanation, no rationalization for what they have done.......

....... the correct answer to you from them would be.....

..... let us overnight a brand new spanking Note 9 to you and please keep the old one for your personal inventory

Nothing more and nothing less

WOW! I'm catching a contact just reading this!!!

 

[bandofbrothers2112]

I think we all understand things can go wrong sometimes.

It's then what is done to put that right that then instils confidence back into the product and company.

The Op's predicament just needs to esculate past the frontline agents to a person senior enough to put this right.

I wish you all the best with this situation.

 

[Blues Fan]

The only reason why I order via Samsung.com is because of the trade in offers and not having to pay $20 more to order from Tmobile.

However, Samsung has had the unlocked units on sale right away for the Note 8, S9 and Note 9 via best buy and now Amazon and B&H. I think next time I will order it from Amazon or Best Buy even if it means I don't get it until launch day. Amazon has better pre order gifts and better customer service. With Best Buy if mine had a ding I'd go to a Best Buy store and get it fixed.

 

[TurdRon_FergusonBurgundy]

Make sure your facts are in order. The only way apple will Express ship you a device is if you have applecare+ which is basically insurance. Without it you don't receive that benefit.

Not just that but they put a hold on your card for the amount of the replacement device until they receive the orginal device. Not necessarily easy for everyone.

First off. Express ship does NOT require Applecare+. Though I have it, I have in the past needed to replace a phone within its first year of warranty and received it through express shipping. With the amount held on my card until they received the defective one? Yes.

If you are going to get down to every detail please do your due diligence first. With respect.

If I did not want the amount held on my card then I would have shipped my phone to them, they upon receiving it would ship the replacement phone out to me. I've also over the years gone this route and start to finish was 4 days.

With Samsung you are dealing with a third party. That to begin with is horrible. In Canada I believe it's Assurion. Don't quote me. In any event, you will eventually receive your replacement. I say eventually because there have been hundreds of documented cases where it took weeks.

The phone you receive is not guaranteed to be the same color you purchased and it is also not guaranteed to be in pristine condition. Like yours may have been. With Apple you receive the color of your original phone and ALL refurbished product has brand new batteries and casings so you know it's going to look brand new upon receiving it.

There is absolutely NO comparison to Apple post sales support vs Samsung post sales support. Absolutely zero, they are in completely different leagues.

And this is not coming from an Apple fanboy, I own an iOS AND Android device at all times. I just pray anytime I get a Samsung that I have no issues because if I do I know there is a good chance it's going to be a painful experience.

Let's keep it real here.


Edited for spelling

 

[Ca_lvn]

In thinking about this that nick/ding would drop your grade from Mint on Swappa and bring you less money if you wanted to ever sell that way so yes it is unacceptable

 

[KupKrazy]

I use both Android and iOS together since they have both existed together. I’m pretty sure Samsung doesn’t use Assurion. When you deal with Samsung, you deal with them directly. It’s the carriers that use Assurion to supply the insurance and care. Warranty services provided by Samsung are handled by themselves and not Assurion or a third party, if I recall correctly.

 

[bhatech]

Apple hate shows in some posts. Hate Apple for whatever but not many companies close to their support and taking care of customers. Probably Amazon comes close. Sure there is always exceptions where someone goes they sucked for me. But in general it's not even close and Samsung support shouldn't even be mentioned along with Apple, Amazon and other great costumer caring companies.

Samsung makes great products but they have always relied on partners like carriers and others to market/support their products. They have slowly started pushing Samsung.com but without local Samsung stores in the US like Apple has it's kind of hard to match Apple. Sure they have Samsung experience stores, can partner with ubreak and other repair center etc but not the same like waking into an Apple store and being taken care of. Hopefully they improve their support experience for Samsung.com purchases in the future and atleast match Amazon who also doesn't have local stores but provide great service online and policies making returns/exchanges simple in case of issues.

PS: I'm only talking about US, before someone says in my country...

 

[joe01880]

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.

So the moral of your story is ' there's something to be said buying from a carrier after all '

 

[TurdRon_FergusonBurgundy]

I use both Android and iOS together since they have both existed together. I’m pretty sure Samsung doesn’t use Assurion. When you deal with Samsung, you deal with them directly. It’s the carriers that use Assurion to supply the insurance and care. Warranty services provided by Samsung are handled by themselves and not Assurion or a third party, if I recall correctly.

I purchase my phones outright from a Samsung Store and they have made it clear each time, that the Samsung Premier Care replacement incidents are provided by a third party. Believe it's Assurant, not Asurion. Speaking in Canada. I asked my friend in the States and they said they purchase from Samsung directly and had to use the protection care once for their S8+ and they dealt with Assurion. Sorry for any confusion.

 

[sygnus21]

Well speaking of Samsung's bad customer service, I've tried 3 times to return a case I bought from them and in all 3 instances where they claimed to have sent me something for a return - first was a link that never worked, twice (including today) an email that never came, I still have nothing to return a case I don't need.

Oh, and to top that off, my "free headphones" for pre-ordering my Note 9 is STILL "under review", despite photo copying them the required proof of purchase documents last week.

Good grief.

 

[TurdRon_FergusonBurgundy]

Well speaking of Samsung's bad customer service, I've tried 3 times to return a case I bought from them and in all 3 instances where they claimed to have sent me something for a return - first was a link that never worked, twice (including today) an email that never came, I still have nothing to return a case I don't need.

Oh, and to top that off, my "free headphones" for pre-ordering my Note 9 is STILL "under review", despite photo copying them the required proof of purchase documents last week.

Good grief.

I purchased the S8+ and was to receive the Samsung speaker free through a launch promotion. After several calls/emails and feeling like I was getting absolutely nowhere I ended up sending a scathing email to their executive team and then simply came to the realization I won't be getting the speaker I warranted getting. They are truly horrible in terms of how they treat their customers post sale.