Samsung totally refuses to repair my phone under warranty. Told me I broke the phone by plugging it in to charge it! Told my only non-physical damage to hardware is covered. Could not answer when I asked what kind of damage to hardware would be considered non-physical!!?? The warranty is completly useless. When I asked I was told the repair techs determine if it was abuse. I asked to talk to the repair person, They do not take calls, I asked for theire repair protocols. I was told there are no written repair protocols. !!?? I asked if the repair people get a bonus for every customer they screw..... PLEASE aware this is all after I have an online chat from last night that says my phone is fixed and being sent back. The chat is as follows:
General Info
Chat start time Mar 26, 2014 8:10:19 PM EST
Chat end time Mar 26, 2014 8:22:03 PM EST
Duration (actual chatting time) 00:11:43
Operator Oliver
Chat Transcript
info: Please wait for a Samsung Agent to respond.
info: You are now chatting with 'Oliver'. There will be a brief survey at the end of our chat to share feedback on my performance today.
info: Your Issue ID for this chat is LTK112560520596X
Oliver: Hi, thank you for contacting Samsung Technical Support. How may I help you today?
Peggy: Hi... I sent in our phone and they are sending it back already. Can you tell me what was wrong with it?
Peggy: The repair ticket does not explain
Peggy: Our ticket number is 4123769767
Oliver: I understand that you want to know the details of the repair.
Oliver: Thank you for the RMA.
Oliver: Would you mind if I take 3 minutes while I gather the required information on your request?
Peggy: Thats fine TY
Oliver: Thank you.
Oliver: Thank you for being on hold.
Oliver: Peggy, I see that the device had a charging port issue.
Peggy: yes
Oliver: I see the status ""Pad lifted on the I/F connector "", which means that the port issue is fixed and it can take charge now.
Peggy: OK thank you... I appreciate the information. Happy to get it back so soon. Will it come back charged or will we need to charge it all the way liek when it was new?
Peggy: * like
Oliver: Did you send in the battery with the deviice?
Oliver: *device?
Peggy: We were told not to....Just the phone. Not even the back.
Oliver: As you have the battery with you, the device will not come with extra battery.
Peggy: OK that makes sense. (DUH on my part)
Oliver: Not an issue.
Oliver: You're welcome. Is there anything else I can assist you with?
Peggy: We have never had to have one repaired before.
Peggy: Nope just wondering what the problem was and that it is fixed> :)
Oliver: It was a charging port issue and got fixed.
Oliver: Can I help you with anything else?
Peggy: OK thanks... Have a great night. I appreciate the information.
Oliver: I appreciate the patience you displayed while we worked together on this issue.
Oliver: If you are looking for more details on the functionality of a product or would like to find answers to some of the questions, visit us at SamsungSimulator for an interactive review of some of our Samsung products. Great to save to favorites…easy access to simulators!!
Oliver: We thank you for your inquiry today and hope your experience with Samsung tech support has been a pleasant one. In an effort to continuously improve our service, we request you to take a minute and complete a quick survey.Please click blue 'X' button on the upper right corner and you will be provided with the survey to complete.
info: Chat session has been terminated by the Samsung Agent.
What a complete ripoff. They know that the phone has a manufacturing defect they just will not admit it. I hope that someone does a class action suit against them. I will not longer purchase Samsung Products. Its not like I am some wild teen.... I am a 50 year old grandmother!!
Samsung Gallaxy 111 Reviews
Samsung totally refuses to repair my phone under warranty. Told me I broke the phone by plugging it in to charge it! Told my only non-physical damage to hardware is covered. Could not answer when I asked what kind of damage to hardware would be considered non-physical!!?? The warranty is completly useless. When I asked I was told the repair techs determine if it was abuse. I asked to talk to the repair person, They do not take calls, I asked for theire repair protocols. I was told there are no written repair protocols. !!?? I asked if the repair people get a bonus for every customer they screw..... PLEASE aware this is all after I have an online chat from last night that says my phone is fixed and being sent back. The chat is as follows:
General Info
Chat start time Mar 26, 2014 8:10:19 PM EST
Chat end time Mar 26, 2014 8:22:03 PM EST
Duration (actual chatting time) 00:11:43
Operator Oliver
Chat Transcript
info: Please wait for a Samsung Agent to respond.
info: You are now chatting with 'Oliver'. There will be a brief survey at the end of our chat to share feedback on my performance today.
info: Your Issue ID for this chat is LTK112560520596X
Oliver: Hi, thank you for contacting Samsung Technical Support. How may I help you today?
Peggy: Hi... I sent in our phone and they are sending it back already. Can you tell me what was wrong with it?
Peggy: The repair ticket does not explain
Peggy: Our ticket number is 4123769767
Oliver: I understand that you want to know the details of the repair.
Oliver: Thank you for the RMA.
Oliver: Would you mind if I take 3 minutes while I gather the required information on your request?
Peggy: Thats fine TY
Oliver: Thank you.
Oliver: Thank you for being on hold.
Oliver: Peggy, I see that the device had a charging port issue.
Peggy: yes
Oliver: I see the status ""Pad lifted on the I/F connector "", which means that the port issue is fixed and it can take charge now.
Peggy: OK thank you... I appreciate the information. Happy to get it back so soon. Will it come back charged or will we need to charge it all the way liek when it was new?
Peggy: * like
Oliver: Did you send in the battery with the deviice?
Oliver: *device?
Peggy: We were told not to....Just the phone. Not even the back.
Oliver: As you have the battery with you, the device will not come with extra battery.
Peggy: OK that makes sense. (DUH on my part)
Oliver: Not an issue.
Oliver: You're welcome. Is there anything else I can assist you with?
Peggy: We have never had to have one repaired before.
Peggy: Nope just wondering what the problem was and that it is fixed> :)
Oliver: It was a charging port issue and got fixed.
Oliver: Can I help you with anything else?
Peggy: OK thanks... Have a great night. I appreciate the information.
Oliver: I appreciate the patience you displayed while we worked together on this issue.
Oliver: If you are looking for more details on the functionality of a product or would like to find answers to some of the questions, visit us at SamsungSimulator for an interactive review of some of our Samsung products. Great to save to favorites…easy access to simulators!!
Oliver: We thank you for your inquiry today and hope your experience with Samsung tech support has been a pleasant one. In an effort to continuously improve our service, we request you to take a minute and complete a quick survey.Please click blue 'X' button on the upper right corner and you will be provided with the survey to complete.
info: Chat session has been terminated by the Samsung Agent.
What a complete ripoff. They know that the phone has a manufacturing defect they just will not admit it. I hope that someone does a class action suit against them. I will not longer purchase Samsung Products. Its not like I am some wild teen.... I am a 50 year old grandmother!!