I am writing with respect to the awful experience I have had in trying to get my son's...

GetHuman-fhaddle's customer service issue with Samsung from October 2018

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The issue in GetHuman-fhaddle's own words
I am writing with respect to the awful experience I have had in trying to get my son's Samsung tablet repaired under warranty.**I bought my son a 'Samsung Galaxy Tab A' in October ****, which stopped working in September ****. It was sent to the Samsung repair service via UPS, in a very secure UPS-provided box. Prior to dispatch, I checked the tablet as I took it out of its protective case, and noted how it looked brand new and was certainly undamaged externally.**I received a response from Mircom Ltd, a Samsung Support Centre in Bristol to tell me that the tablet had a cracked screen (see below, and photo sent by them, attached), and was therefore not repairable under warranty. I was told I needed to pay £** to get the screen repaired.**I do not accept that the screen damage was incurred anywhere else but on their premises. I thoroughly checked the tablet after taking it out of its protective case (bought at the same time as the tablet was purchased, as you can see from the attached proof of purchase), and there was no damage. Neither do I believe that the screen crack could have been caused whilst in transit, as the UPS-provided box would have protected it. I can therefore only conclude that the damage was incurred on Mircom's premises.**A simple google search reveals that I am not alone in experiencing this deceitful treatment from your repair centres, for instance:*https:**www.cnet.com*forums*discussions*have-you-been-cheated-by-samsung-s-warranty-service-********https:**www.consumeractiongroup.co.uk*forum*showthread.php?******-Samsung-refuse-to-fix-phone-under-warranty-**RESOLVED***https:**www.hotukdeals.com*discussions*samsung-refuse-to-repair-phone-under-warranty-*********Mircom seem to have a reputation for this, with the following examples of comments on review sites:*"Do not use them! * repairs but I had to return my watch * times!Now my watch is dead as a brick"*"They don't know what they are doing or something else is wrong with the technicians. Over the last year I spent £*** (over * instances) to repair my watch (Gear S*) but I have now a water damaged watch due to a faulty repair. Apparently, I put a pin through the microphone which broke the seal! Apparently it can't be them as they run quality control tests. This watch didn't go through quality control going out of the shop and I certainly did not put a pin through the microphone. I had to send the watch * times to the repair shop in Bristol for one issue. And another * times for a different issue. DO NOT USE THIS REPAIR SHOP IN BRISTOL BS**JA" *"Very bad service. send the samscung Gear * for repair and they charged nme for the battery and its still broken. They dont take resposibility.....Avoid"*"The only word I would like to say don't go for Samsung mobile, post purchase service is rubbish"*"Lied to me and provided terrible service"*"The staff carried out unauthorized repairs to my device causing the loss of all of personal data. They told me before hand they would inform me of anything else they would have to do to it and didn't, losing me a lot of family photos and messages. They refused any form of responsibility for not having informed me and then mobbed me in the shop to stop me complaining that this wasn't acceptable. I called the manager who said they had no responsibility to tell me. Very poor service and lying"**All I am asking is for Samsung to honour the warranty and repair my son's tablet without charge.**If not, I note that Samsung sign up to the European Commission's Online Dispute Resolution Platform, and I would request that they notify me of Samsung's preferred dispute resolution organisation.

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Customer service issue
Reported by GetHuman-fhaddle
Oct 23rd, 2018 - 3 years ago
Not resolved
Seen by 3 customers so far
Similar issue to 1474 others
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GetHuman-fhaddle started working on this issue
Oct 23rd, 2018 2:06pm