Dear Samsung,**It is with much concern that I am requesting a call to discuss an issue...

GetHuman1362348's customer service issue with Samsung from October 2018

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The issue in GetHuman1362348's own words
Dear Samsung,**It is with much concern that I am requesting a call to discuss an issue that I have encounter with Samsung Repair Service Center, where I sent my Orchid Gray note *, purchased on ********** as part of a Pre Order in ****. **An email was sent back to me that the phone had been repaired, the LCD was damaged and it had been replaced. However, when the telephone arrived to my house, to my surprise, it was not the same telephone I had sent. The back cover was not the Orchid Gray I had purchased. It is more of a gray worn out color, the back cover is not the Glass cover plate that I purchased, it is a resin material type cover, and to make it more interesting it has the same IMEI number on the back, which I can not understand, how the same IMEI was placed on a different color and material of the back cover. In addition, the S pen was exchanged to a worn out pen, my pen was practically new, I barely found a need for it.**In my first conversation with a Samsung agent, Denis, his recommendation was to take the item to Best Buy where I had purchased my preorder, in his word, “to find out what they had sold to me”. I know what I received from my preorder, it was an Orchid Gray phone, where I decided to purchase Samsung Orchid Gray accessories which do not match after the repaired phone was sent. I have been contacting and speaking with various customer agents and representatives, spending hours at a time on the phone, with no resolution. I have ticket number as the second number provided, ***********, where the history of this issue should be noted. The case was escalated management on ********** by Mae, who was very sensitive to the situation, but noticed that the conversation I had the previous day with Denis had not been recorded. Mae escalated the issue, however, after * days later I had not been contacted me. I spoke with Sherwin on **********, to respond after an hour on the phone Sherwing stated that the escalation team should be contacting me Tuesday at the latest. After waiting for the call I decided to contact Samsung once again on ********** during my lunch break as I wait for my patients to arrive. I was on the phone with Jake from approximately *:**pm to *:**pm, with no results, Jake placed me on hold several times stating that he was trying to resolve the issues to no avail. I had to hung up the call as he placed me on hold for a long period of time once again. Later on the same day **********, I contacted Samsung again *:**pm to find solution to this problem and speak with the escalation department. After a while the agent transferred me to Mr. Ramelson, case management, and after having to repeat the story again, and placing me on hold for a while, he later return to let me know that the department was closed and he was not able to assist, to call back the following morning, meaning today and hung up the call, without any other response. Ramelson stated that Samsung would not be contacting me and that the only department that can resolve this issue is the Repair Center, where the information had been escalated but there had been no response. I agree to call again in the morning, today **********. During this call I spoke with Blessie, she was also sensitive with the issue and noted that the escalation team had not been responding to the agents and “ignoring and being stubborn” with the requests, my requests and others. Blessie sympathize with the issue at hand, at that time she provided me with the direct Repair Center phone number and per my request the corporate office email to have this issue resolved. I did contact the Samsung Repair Center and was able to speak with Ashley, where Ashley transferred me to Oscar, floor manager at the time, **:**am. In my conversation with Oscar he stated that he will be sending a new ticket with a UPS label to return the item, the department will be verifying the phone and the IMEI number to match and if they are the same and the color matches, they will shipped the item back to me. My impression is that Oscar is already making a predetermined decision before receiving the device and the outcome will be that they will send the same device back to me. Oscar, was already predetermining the outcome before he had the device at hand. I am not content or satisfied with what has happened. It is difficult to trust that the Repair Center will resolve this issue on my favor after all that has transpired. I am a loyal customer of Samsung and never had to deal with such situation. I paid a high amount of money for this device $***.** and I expect to receive the same quality phone returned back to me. I was happy with my device, with the exception of the lines that began to appear on the phone, (LCD damage), my phone was immaculate, I sent my device on the original box, which was never returned back, this phone was my work partner in attending my patients. It has been difficult to function without my device. My phone still under the warranty. At this point, as I hope you understand, I am a very dissatisfied customer who had to be patient with this process. I am requesting for Samsung to consider this email and contact me to find what would be the right decision to make under the circumstances. **A sensible solution at this time would be to compensate with a new Note * phone as I was very happy with my phone or to refund the money. After so much aggravation I feel it is fair to consider either of those two options, as my phone still under the warranty, and I am not satisfied with the end product. I hope you understand that after having the Repair Center make all those changes to the device, and the lack of response and ignored requests from the different agents request for escalation, it is very difficult to trust that the resolution will be to my benefit. I do not know where my actual phone is located, neither can I trust that I will be provided with a device with other issues. I paid for the high quality of Samsung and was satisfied with my phone. I was not expecting all that has transpired to occur in the process of servicing my phone. **It is with outmost interest to resolve this issue that I initiate this conversation with Samsung Corporate Office, with the hope of a positive resolution. I have dealt with different agents, and the corporate office without a resolution. I thank you in advance for your assistance. You may contact me at ***-***-**** or email me at *****@***.com.**Blessings,**Ms. Daisy Y. Rom*n, M.S., Ed.S.*Licensed Mental Health Counselor******@***.com*Telephone: ***-***-******The documents inside this electronic transmission may contain confidential information belonging to the sender that is legally privileged. This information is intended only for the use of the individual or entity named above. The authorized recipient of this information is prohibited from disclosing this information to any other party and is required to destroy the information after its stated need has been fulfilled, unless otherwise required by law. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of these documents is strictly prohibited. If you received this electronic transmission in error, please notify the sender immediately to arrange for return.

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Customer service issue
Reported by GetHuman1362348
Oct 17th, 2018 - 4 years ago
Seen by 10 customers so far
Similar issue to 1409 others
0 customers following this
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GetHuman1362348 started working on this issue
Oct 17th, 2018 7:19am
GetHuman1362348 indicated the issue is not fixed yet.
Oct 19th, 2018 12:52am
GetHuman1362348 indicated the issue is not fixed yet.
Oct 19th, 2018 12:54am
GetHuman1362348 indicated the issue is not fixed yet.
Oct 19th, 2018 4:30am