To whom it may concern,**THANK YOU for your time and consideration. *I will write as mu...
GetHuman2094964's customer service issue with Samsung from February 2019
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The issue in GetHuman2094964's own words
To whom it may concern,**THANK YOU for your time and consideration. *I will write as much as I can… I look after someone who is ill and I have a window to write while he is asleep. I’m too often distracted to write it all in one sitting. *Also, since Samsung is holding me hostage - they have my device for FIVE WEEKS! - I am using a temp phone with a minutes-plan. I am worn out and rapidly running out of minutes while ON HOLD with the company. I cannot wasted DAYS doing this. They have left me hanging. **Thanks for understanding.*****My Samsung cellphone has been sent in for repair (to the only Samsung repair facility - in Plano, Texas) FOUR TIMES … since September in addition to a Factory Reset (at the Samsung store at Best Buy). Every time it was returned to me (guaranteed overnight shipping*UPS, which usually takes * days), it was in worse condition than when it was sent out. It was never properly repaired. *It went out for an earlier repair a few years ago, and not much change was noticed. It was shined up. I was so worn out from having no phone for THREE WEEKS!**Samsung had been claiming that they cannot repair this model, but they took it in FOUR times since September ****, an admission that it can be done. Understanding that I am a caregiver, a Samsung agent kindly extended the warranty to have it repaired. **It was always to be a no-charge repair. After the second, I received an e mail four days after it was sent by UPS that it had been received by the repair facility in Plano, Texas. The next e mail (a moment later) said that ‘after careful examination, they would have to revise they pricing from $**.** (I don’t recall) to $***-or $***- or something (I don’t recall.) It didn’t matter how much, it was schedule to be a no-fee repair… now they HAD my device! I wouldn’t do this blindly, nor had I any intention of purchasing new at that time. I am looking for work! I am unable to purchase a new phone.**That was resolved by finally getting a supervisor to approve the repair.***However...*Every time it’s been returned, I plugged it in to charge and immediately received a message that my ‘device is overheating!’ DANGEROUS!*Each time, it has been returned in worse condition than when I sent it in to the repair facility!***They broke it, they need to replace it. The repairs haven't worked. *They said that the motherboard has been replaced, the charging port and components. By definition, it should work like a new phone. . . but it didn’t.**Everyone - the Best Buy Samsung people, the *-*** Samsung Customer Service people, the district manager, the Samsung Experience Store (*** Washington Street, NYC), have all said, “They should just replace it!… and they should upgrade it!"**At the end of the day, Samsung has broken my device and they have left me without a device for … five weeks!*Every time it has been shipped to Texas, this takes a minimum of two weeks. During this time, I am scrambling with a temp device.**The device was out of warranty. I take care of someone who is ill. I’m on a short leash and cannot get to my own urgent issues of finding work. *I didn’t initially ask for a replacement but that has changed. *This was escalated to Case Management (several times. They keep cancelling the ticket and I have to call back and reopen the case.) They finally announced that they’ve approved a replacement ‘with a *new* device, neither refurbished nor ‘reconditioned’ (the same thing … both mean ‘not new’ - They promised new, in original packaging). They’ve said: 'the same make, model, color of equal or better value.’ No talk of an upgrade. They sent a burner - "the things you see at convenience stores and Walmart,” the manager confirmed to me. In the wrong color, too.**The device I owned, was purchased as a new, unlocked, Galaxy S* with a contract plan. State of the art at the time with the best camera on the market with expandable memory - huge selling points for me. The replacement they sent was inferior, tethered to a Verizon pre-paid plan. . . so you cannot move it to another service provider, for example, rendering it a limited-use device.**The manager I finally got on the line is a NYer at the call center in the Dominican Republic, Case Management Department. She dug into the notes and unearthed that someone had changed the model number … some time ago. *The investigation happened because I insisted that I was sent the wrong device, which I would not accept. There were no comments as to why the number was changed or who did it. She tried to connect me to the escalated department. The call dropped an hour into the wait time.** *Then things intensified.*Samsung’s Case Management Department isn't returning calls. They miss ’scheduled callbacks.’ I call and get put on hold for a half hour, an hour, ** mins, an hour and a half… two hours last Friday before the call dropped! The first-rung agents can do nothing but send you to another department. THIS IS UNREASONABLE. A lot of useless explaining before you get put ON HOLD.**I’ve learned that this case has been escalated to the ECR - Executive Customer Relations Department… but I’ve yet to speak with anyone. This is going on … ? four weeks. *No one has keep me up to date on where the case stands. “You’ll receive a call in **-** hours.” The next call, “You’ll receive a callback in **-** hours.” “This ticket has been escalated.” “I’ll connect you with that department…” Then they are GONE. NO! Then you are in the HOLD line for inordinate amounts of time.*At the end of the day, I am out of minutes and patience and I STILL DO NOT HAVE A PROPER DEVICE, while they have mine. No update, no conversations, nothing.***My model (Galaxy S*) is no longer available (and technology has changed, of course). I’ve said from DAY ONE that I will NOT accept the two models above mine… They are now saying that I asked for the model Galaxy *. I didn’t ask for it, I inquired about it when I was still being nice … and would it be a possibility to go for a better device than that?**The reason a top-level phone is so important is that I am in the Visual World, an industrial designer. I NEED a good camera on my phone. The reason I chose Samsung over iPhone (all computers are Apple) is that when I bought my first Smartphone, the Samsung S* had the best camera available. It also has an expandable SD card slot, which Apple does not have. These were the selling point for me. A top-quality camera with expandable memory is key, or the device is useless to me. I use only Apple computers, choosing for Android was a major departure.***But now… five months later (and a much earlier repair where nothing was really resolved, but they’d worn me out…) after being dragged through the mud to **** and been left without a device for, now, FIVE WEEKS, I’ve been advised to ask for a late model... IF I can ever get anyone on the phone! There is NOWHERE to physically go to speak with agents. The Best Buy Samsung reps are not corporate and cannot handle these issues. The flagship 'Experience Store’ is Samsung’s corporate presence in New York City and they do not do sales or repairs. A rep there advised me to call Customer Service, ask for a manager in the Case Management Department and TELL THEM that I want an upgrade to a Note * for all this aggravation! The district manager can do nothing, he handles training. He advised me to go to the Experience store - telling me that they do repairs upstairs. THEY DO NOT. They haven’t in months.**(Samsung's having a rollout of the Galaxy S** on ** February. Wouldn’t that be good PR to offer me one? I’d be happy to test their reported new ‘folding’ device!)*Presently, I am bad PR for Samsung, though it seems that they are not concerned.***On ** January, I spoke with a rep who arranged, he promised, a 'scheduled callback’ for the next morning, Friday, * Feb. 'Never heard from them that day or the following week (two weeks ago). I kept calling. An hour and a half later… the call dropped. A rep in the US (call center in South Carolina) told me that *.*-* HOURS is the minimum wait time. Who has time for that?! I can’t be hanging on a land line because I look after someone who is ill and that line must be kept open. The cheap temp phone I’ve been using is a minutes plan and I’m running through them very fast. I’m throwing away a lot of money I do not have to waste. It doesn’t hold a charge for long. I’m tethered to the wall! **Samsung call center reps say, “We are experiencing a high call volume.” *“With all due respect, that is not my concern. Hire more agents! (who speak proper English, by the way. One said to me, “I ain’t no information to send this call nowheres.” (gasp)) He claimed to be a case manager - in the Dominican Republic.*“A satisfied customer is Samsung’s goal!” … Well, they’ve missed the mark with me.**And… 'I ain’t got no' money for more minutes or for a new phone. I am looking for work! Apparently, people are having trouble reaching me. I don’t look to be a serious candidate if I have no phone! **I take care of an older person who has Parkinson’s. He must be able to reach me at all times. He must have the peace of mind to know that he can reach me at all times, so that anxiety doesn’t trigger the illness’ trembling. When he needs me in the middle of the night and I don’t hear his shout, he’ll call me on my phone. If I’m out, he checks in often.*I cannot be reliably reached. **Cellphones are no longer a luxury or a novelty. They aren’t accessories. They are a lifeline.*Everyone expects you to have one. **Thursday, last week, a kind rep in the Philippines told me that she was able to get through to the higher Executive Customer Relations Department (where she assured me this ticket has been sent) and that, yes, they would be calling me… but the expected wait time was * hours and ** minutes (!?)… bringing it to just past * PM, closing time. There was no chance of a callback.*When they can’t resolve issues in a reasonable amount of time, they cancel the ticket and reopen another, buying them time and leaving me hanging… again. They do not notify your. You must call them back to get the ball rolling… again.**Immediately following that call, I did receive a callback… odd, as it was, because he had no idea why he was calling me and he had no case number in his notes! He was someone I’d spoken with a few weeks ago, coincidentally(?). He was reluctant to help (because he ‘ain’t got no information…'). I asked for his manager (in the Dom Rep. She is the agent who discovered that the model number of my device had been changed in the notes. The call was disconnected but I did not receive a callback.**More of this frustrating nothingness during the week. Still no ’scheduled callback’ from * February.**Last Thursday, an hour and half on hold. Last Friday, I was told that the ECR (Executive Consumer Relations) supervisor was busy and would call me, "in a few minutes, no more than **, ma’am.” That was at *:** PM. I can’t and won’t hang on the line endlessly for nothing! I had to leave the house for a while. No call. Just before * PM, I called back… that call was disconnected, unsurprisingly. I called, again… the next rep said that he COULD get me through to the department I need… but there I was, back in the HOLD line, again. TWO HOURS LATER* the call was disconnected when the battery died.*The recorded loop message is driving me mad!!**In the meantime and independently of Samsung, my service provider suspended my online texting service. They were going to send a text to my device with a code to change my password. I don’t want to change my password and… I HAVE NO DEVICE! Two dozen calls later (when my ill friend was asleep…) to Verizon. They told me to go to a corporate store and they can put my SIM card into one of their phones, get the code, everyone goes back to where they were… no problem. I doubted this, but the night of the *oF temperature, I went to a corporate store (Verizon) in New York to learn that they can NOT do this for their customers. I did not need to be out in that weather. I’m still struggling with the text service. Again, I cannot be reached!*The daughter of the friend I look after came over to see how her father was, out of the blue. She wanted my new phone number? She had texted me the day before that he sounded disoriented, did she need to come over? (NO!) But I didn’t respond because I never received the text! *See? This becomes… a potentially dangerous situation… no phone, no texting, no contact… No life. The quiet is nice, but the ensuing damage control will be brutal.***The bottom line: *- Samsung broke my phone, Samsung needs to replace it. *- I am being tortured! I’m being held hostage! They have my device, MY PROPERTY! They are not reaching out to resolve this situation. This is unreasonable.They have dragged me through the mud to ****. FIVE big repairs since September… four times SENT to Texas, and now, I’m left without my device for FIVE WEEKS. By the time ANYTHING happens - IF anything is immediate, it will be SIX WEEKS.*- After this extended, involved runaround, and all the phone shenanigans, I would expect to receive a major upgrade for all this aggravation. ('Inconvenience’ is what Samsung reps call it… ) … not to mention the lost time on the job hunt (MOST IMPORTANT!) and how grizzly I’ve become!*- I am a caregiver for an elderly person with Parkinson’s Disease. A phone is a LIFELINE.**- It’s been over one month of waiting. UNACCEPTABLE!! No updates along the way. If I don’t call, I don’t hear from them.**Once this is resolved, I will move on to repairing an external data drive and THEN … an erase and reinstall of my laptop. I must have my phone with the unlimited calling plan to coordinate with my Macguru. . . it will take hours on each end to accomplish, I am warned. All this to point out that it is extensive, stressful aggravation! **I am putting out fires in a tsunami!**I MUST HAVE MY PHONE!!**Each time the device was shipped to Texas (UPS) I have been without it for a minimum of two weeks * three.**They want me to buy a new device … but they broke mine, this is on them.*The only one losing any livelihood is ME. My job hunt has been severely curtailed! “In this day and age,” I cannot be reached!*I have to secure work before I do anything. I’ve no available funds for replacing things others have broken.**After all this time and aggravation, I would like a late-model device… the new *** would be grand! … the latest Note * could be considered. . . *I would patiently wait and make do with the temp phone I have now, if a secure PROMISE of a significant *NEW* upgrade is in place. (No refurbished or reconditioned! I was promised *NEW* - in original packaging.) I’ve waited long enough to wait for the best product. Not forever, obviously.***Thank you for your kind attention. I look forward to hearing from you.***Marcy Guth***** *** **** **(the calls ’should’ be forwarded to another number. If I do not respond, please try, again. Not all calls go through the first time. Thank you!)***I am escalating this issue.****************************Samsung US*https:**www.samsung.com*us* I have attempted the ‘live chat’ option for support*contact. I had a string of agents who could do nothing… but tell me that they are sales, not customer relations, I should call them: (the people I’ve wasted weeks and weeks and months on the phone, waiting for) https:**www.samsung.com*us*support***- ***-*** ******They want feedback on your contact with them. Mine is bad. They only send you to someone else. They don’t offer more specific direction other than Customer Support, even though I am already well-entangled in that loop!
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