Repair ticket **********,*I shipped my phone to the Samsung repair center -with an expe...
GetHuman-conwayco's customer service issue with Samsung from August 2018
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The issue in GetHuman-conwayco's own words
Repair ticket **********,*I shipped my phone to the Samsung repair center -with an expectation that Samsung customer service created- that the turn around time on my phone repair would be *-* business days. *My phone arrived at the repair facility on Friday, **JULY****. I did not get an update until I received a repair estimate on Friday, **AUGUST****. I negotiated a reasonable payment with a repair supervisor, Augusta*Augusto?, and made the agreed upon payment on Monday, **AUGUST****. I did not and was not able to receive any updates until the second time I spoke with a customer care case manager supervisor, who was not able to expedite my phone repair, but who insisted on covering my repair under warranty, since that was all he could do concerning my phone repair at no cost to me and to refund the repair fees that I had already paid. (I had sent the phone in with the intention of paying for the repair, since I have had the phone since ****, and the warranty had expired). Wednesday night, **AUGUST****, I was very pleased to receive an email from Samsung with an update and a UPS tracking number, stating that my repair was completed and my phone was on its way to me. after more than there times the quoted turn around time, and all the frustration of not being able to get any updates on the status or state of my repair, I was very relieved and overjoyed at the potential of getting my phone back from repair, refurbished and ready to go.*Then yesterday, Thursday, **AUGUST****, after ****CST, when no managers were available to answer my complaint, I received a call from a customer care representative who informed me that they found water damage on the main board of my phone, that the warranty had been voided, and that my phone was being shipped back to me unrepaired. I didn't send my phone in under warranty, I explained. I sent it in to pay to have all the faulty or damaged components replaced and tested. I cannot describe with words, the frustration I am experiencing through my dealings with Samsung's customer service and repair department, the lack of communication, lack of being able to receive actual informational updates as to the state of my repair ticket, the customer service reps who make no sense whatsoever, the huge amounts of time spent on the phone with a rep, belaboring all the details I had just obtained from the repair center, when I had simply called to talk with a manager rather than a helpless employee reading from a script. To top it all off, the customer service rep giving me a "courtesy call" nearly ** hours after receiving an email with NO DETAILS (except to say that my repair was complete), to tell me that the warranty had been voided and therefore the repair not performed - on a phone that I sent in TO PAY TO HAVE REPAIRED BECAUSE I DID'NT HAVE A WARRANTY- because there was water damage on the main board - the one that the repair center estimated to replace - that I had gladly paid them to replace... How much sense does that make? I have never experienced such a inept, non-factual, bumbling, fumbling, incompetent attempt at customer service in my life. I just want to have my phone repaired, is it really THAT difficult to replace cell phone parts, especially when you're simply rebuilding a phone with new stock parts, testing it, and mailing it home??? I actually AM an electronics technician, an avionics mechanic, an industrial electrician, an Instrumentation technician, currently working as an Instrumentation & electrical maintenance planner at an industrial manufacturing*refining facility. I know how things are repaired & rebuilt, and the story that I'm getting is not acceptable. The amount of time to get updates*estimates IS NOT ACCEPTABLE. The amount of time it has taken to supposedly receive a repair IS UNACCEPTABLE. The manner in which my repair was handled IS UNACCEPTABLE. I simply want my phone repaired without being robbed blind I have shopped for the parts online, I know how much they cost. They don't exceed the cost of a refurbished phone with a year or two of warranty from Amazon. How can any director of repair*customer service, or V.P. of customer relations justify this type of malfeasance?*I simply want my phone repaired, in a timely manner, for a reasonable price, just like I would do if I were fixing your phone or house or car.
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