I have an office full of people who witnessed how my NEW Samson S** engages handsfree w...

GetHuman3851640's customer service issue with Samsung from October 2019

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The issue in GetHuman3851640's own words
I have an office full of people who witnessed how my NEW Samson S** engages handsfree when on a call, --- personal and business calls that hung on on my call when phone engaged MUTE in the middle of a call. **But Samson says they will not replace my device. My phone has been checked *x my authorized samsung tech, who take to the back and say all is fine, they cannot duplicate the problem, and an escalation line who only repeats policy and procedure which becomes insulting. My phone was purchased in September and I have spent most of October with a partial phone that has been put back to factory *x. with problem comments pointing to third party, otter box, and how I hold my phone. I have used Samsung phones for ** years. **Comments from Samsung on my visits to their Service Centre:**. first tech at Sherway said it was my otter box, and asked me to purchase a Samsung case, so I did, no change problem continued. I called Samsung *** line and they asked me to go to the main service centre at Heartand, so I did. ***. *nd visit, to the main service centre in Heartland, - they said it was NOT the otter case and ran tests, as per them hardware passed but they still replaced the mother board in case it was the sensor - problem continued***. *rd visit Heartland - suggested it was VLTE, and asked me to disable this with Rogers, they indicated Rogers phones were having issues with this, -- I did not agree how a network could affect a phone feature but did have Rogers disable the service yet problem continued***. *th visit, suggested it was *rd party applications causing the issue and I left the phone for * days, - result tech experienced mute problem with *rd party apps running and then said he took phone back to factory and did not have problem again, who knows what test he ran as I was never informed, I use my phone for ** minute calls and would have hands free engage, and then turn off as I continued my conversation. Definitely a problem in my experience. ***. *th visit, I was asked to use phone with no apps, -- used phone like this for a few days, problem was still there, went back and was informed that they did see an issue where the last number entered was repeating and they did not know why, ***. the next communication I had was with Service Centre Manager, suggested it was my otter box and did not seem to have any information about the tech seeing the repeated number or experiencing the mute issue ?? **Summary, I have been sent in circles with no root cause, no resolution and no action to resolve this issue. I asked for replacement phone and was told NO and called head office and most of the call was the women kept repeating the warranty policies and would not authorize a new device. **I am stuck with a phone that I have to use in private, to prevent everyone hearing my call or prompt people if you suddenly do not hear me, please do not hang up my phone is faulty and kicks into mute mode. **I would like to ask Samsung Executive team how they would like to have a phone like this to run their business. I am only one consumer, so maybe it is not a concern for Samsung, or maybe I am the only person who has persisted not to give up, to send this message that either my phone is flawed or you have a potential design problem with the S**. **To resolve my issue, I would like a NEW, not refurbished phone. Is anyone listening ? **Signed, very frustrated*Sue ***-***-**** or email *****@***.com

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Samsung

Customer service issue
Reported by GetHuman3851640
Oct 30th, 2019 - 2 years ago
Not resolved
Seen by 4 customers so far
Similar issue to 4735 others
0 customers following this

Timeline

GetHuman3851640 started working on this issue
Oct 30th, 2019 1:59am
GetHuman3851640 indicated the issue is not fixed yet.
Nov 4th, 2019 11:19am