Now I have heard a lot of horror storied regarding Samsung's Customer Service / Warranty Repair center. So this may not come as a surprise to the people of this forum. Also, just a warning this is going to be a very lengthy post.
I bought my Galaxy S5 from AT&T and I had the phone for maybe all of two weeks before I noticed the glass on my home button beginning to chip away (I had not dropped it, scrapped it, etc.). So, I called Samsung customer service and they told me I needed to send it into their repair center in Plano, TX. While I wasn't happy about having to be without a phone, I figured it was worth it since they were going to fix this issue under warranty. So, I ship it off to the repair center and in 2 days it arrives (on 10/17/14). They began fixing the phone the following Monday and actually finished the repair the same day (10/20/14). For whatever reason their tests found both my screen defective and my motherboard defective and they replaced both including the button under warranty.
Problem found:
SENSORHUB FAILURE - LCD BLANK/SEG. MISSING/LINES
Solution:
REPLACED LCD - REPLACED PBA
Click to expand...
Click to collapse
At this point I'm pretty happy since I'm more-or-less going to have a completely new phone returned to me. The next day (10/21/14) my phone passed their quality check and the service tracker displayed "Closed - Unit Is Shipped".
*10/21/2014//11:33:23//0001773863//Telephone//ASC*
10/21/2014 10:33 AM-Beatriz Malagon: The unit is shipped.
*10/21/2014//11:33:21//0001773863//Telephone//ASC*
10/21/2014 10:33 AM-Beatriz Malagon: No hold amount
*10/21/2014//11:22:03//0001773863//Telephone//ASC*
10/21/2014 10:22 AM-Melisa Salinas: QC Pass.
Click to expand...
Click to collapse
This is where things begin to go slightly down hill. The following day (10/22/14), I began tracking the package on UPS to find out that UPS hasn't received the phone from Samsung yet. I call the repair center only to have them inform me that they don't have the phone, and it was picked up by UPS. The problem I found with this response was that the next day UPS still had claimed to not be in possession of my package (10/23/14). So I called Samsung again for them to tell me this time that they haven't given the phone to UPS yet and that it would be sent out before the end of that day and I would receive it the following Monday. So Friday rolls around (10/24/14) and UPS still claims to have not received a package. Because it was evident to me that Samsung didn't know whether or not they had my phone, I made a lost package claim to UPS just in case they did in fact receive my phone but had misplaced it. I then called Samsung AGAIN, I was told yet again that they hadn't sent out my phone. The guy then offered to send it out via. UPS overnight since it was supposed to be sent out on the 21st. He also offered to email the new tracking number ASAP. A couple hours roll around and I had not received any email from Samsung regarding a new UPS tracking number. I then proceed to call Samsung AGAIN, this time the woman that answered seemed surprised and confused that I had been offered overnight shipping for my phone because she stated that they weren't in possession of the phone anymore and that UPS received my package on the 21st. She the reassured me and told me that she made a claim to UPS for a lost/stolen package as the sender.
About an hour later I get a phone call from UPS to inform me that they have begun an investigation to locate my shipment and that they would be contacting Samsung as well. Now today (Sat, 10/25) I checked the UPS tracker to discover that UPS has successfully located my package and there was an Origin Scan in Mesquite, TX.
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This told me that Samsung LIED to me on multiple occasions, telling me that they sent my phone out but still had possession of it the whole time. I have to say that I am very impressed and satisfied with UPS and how fast they took action and located my package. Samsung's Repair Center needs to get their **** together though. This is a warning for anyone thinking about sending their phone out to Samsung. If you bought your phone through a carrier, I recommend seeing if you can have your warranty issue addressed by them.
Related
bad day for me! I had this new phone for the bast 20 days, and today I found out I have a crack on my new phone
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Verizon told me that they can't do anything about it, and they can't replace it too. What can I do?
is there any place I can go to buy a new body shell for my phone?
**Update**
I found this site, and they are saling HTC Touch CDMA OEM black housing w/ digitizer
http://cnn.cn/shop/touch-cdma-black-housing-digitizer-p-2377.html
do you thing it will work with verizon phone?
You may not be able to use it with Verizon, but you can always check. Don't feel bad, your not the only one with the bad housing, it seems there was an entire shipment of these with bad housing. There is a sticky thread over at PPCGeeks with a bunch of people with this problem. Mine hasn't yet, and I pray everyday it doesn't! But, Verizon is giving you BS, I don't think they want to take responsibility for it, I'm sure tons of called with the complaint. My suggestion would be to call, and get to the highest supervisor possible and then give your complaint to them, stating others have the same problem. Also, if you have insurance, it should replace, but try to get the new one free of charge, since it's a defect.
you see, when I was at there store and they called they told me that they NEVER received and complains about this phone has any problem (NEVER) I told the Manager that they are some people having the same problem, they told me that they never see one and Verizon they don't replace it but if I want I can buy another one and pay full price for it! ( I will never do that)
Personally, I hate going directly to the store, too busy, and way too many "techs" that have no idea what there are talking about! Sometimes when I'm there I just want to pull the Touch out and say hey look I have GPS!!! Anyways, your best bet is to call the 800 number. Anytime I needed anything I call customer service, have them note my account after resolving the problem, then walk in the store with no problem at all.
I will do that first thing in the mornning! thanks for the info.
No prob! Just make sure you throw some anger in, of course, without being directly rude. I always give the, "I paid a good bit of money for this device and you can't do anything for me!" Always seems to work well! Good Luck!
Good news! I'm geting a new phone in three day as replacement. I really did not say a lot and the girl how is helping me was very nice. we talked for 5 mins and I got my new phone..
**UPDATE**
wow, I have my new phone and I'm running OMJ's ROM , I have GPS, WM 6.1, and JAVA.
ka911 said:
bad day for me! I had this new phone for the bast 20 days, and today I found out I have a crack on my new phone
Verizon told me that they can't do anything about it, and they can't replace it too. What can I do?
is there any place I can go to buy a new body shell for my phone?
**Update**
I found this site, and they are saling HTC Touch CDMA OEM black housing w/ digitizer
http://cnn.cn/shop/touch-cdma-black-housing-digitizer-p-2377.html
do you thing it will work with verizon phone?
Click to expand...
Click to collapse
You can buy the new housing from truesupplier.com
http://www.truesupplier.com/oem-ful...ate-for-htc-touch-sprint-verizo-pr-16836.html
Sad that I broke the screen of my Galaxy S3. The phone just slipped and fell on the floor. Screen got cracked.
Called the local service center and got a quote of Rs.6600 (~$120) for the replacement of screen.
I went to Samsung Service center (#139,Sterling Heights, Opp To Hindu, Infantry Road, Bangalore - 560001). I had spoken to the manager there (Mr. Manasa Reddy) 3 times in the last week or so and every time he picked up the phone and answered my questions politely. Prior to that I had called Samsung India service line. They gave me the name, address, number of all the Samsung authorized outlets in Bangalore including the number of Mr. Reddy.
After getting there, I was called-in within two minutes by the staff at the counter. I showed her my phone and told her that I wish to change the screen. I also requested her to call Mr. Reddy so that I could've a chat with him. I requested Mr. Reddy to have the technician replace the screen in my presence. He obliged by actually having the technician come out and do the job in front of me. The technician's name is Murthy. Awesome guy. Did the job perfectly. Also gave me enough time to test the phone. I came out impressed with Samsung's service (this particular center). I would highly recommend this center.
The screen replacement took 15 minutes. Basically the guy removed the motherboard and peripherals and put the same on the new screen. No removing the old screen with a blower and stuff. Neat work. It's expensive but Samsung has done a good job in designing the phone in such a way that you just need a screw driver and a small plastic picker.
Finally the technician removed the model/serial # sticker from the old chassis and stuck it on the new one.
Hope this info helps people who happen to have broken their Galaxy S3 screen.
fly2shashi said:
Thank you for the information. Even I dropped my S3 , and the screen has got a small crack. I will probably call them with the same quote that you have mentioned here.
And just as you know when I called Samsung folks they did not give me any quote and told that I will have to check with service centers.
Thanks,
Shashi
Click to expand...
Click to collapse
here are instructions as well on replacing just the glass/screen
[HOW TO] [TUTORIAL] S3 Replace Cracked Glass Screen w/ YouTube Video
eatmepls7 said:
So the gorilla glass 2 ain't that reliable huh.
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There is a huge difference between a glass screen being super-resistant to scratches and being able to withstand being dropped onto a stone floor from 4 foot
There is glass that can put up with that kind of abuse - the military puts it into the windows of IED-resistant transport - but your phone would be about 8 inches thick and weigh 10 kilos
I'm glad to hear that Samsung has made it so easy to replace the screen. i had to replace the screen on my old Palm Pre and it was a bit of a nightmare.
Just going to Close this Thread....
Thank You and Yes Closed.
Last monday, 4 days after having owned the phone, it fell to a plain floor and the screen broke completely. Touch is not working
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I contacted support back then and they told me they offered "paid replacement services" but I've yet to hear from them again despite multiple replies and RMA request (6 days without a reply)
Would there be a way to do it on my own?
Here is a tear down of the phone.
Its not easy to fix and the parts are going to be hard to source because of limited production.
I already received a reply. 147€ total cost including shipping to get it repaired.
I will use a case when i receive mine... Hahabah
Enviado desde mi GT-S6500D usando Tapatalk 2
It's better to buy a new one
if I had invites
Besides, it's still half the price of getting a new device..
JinRoh3 said:
Last monday, 4 days after having owned the phone, it fell to a plain floor and the screen broke completely. Touch is not working
I contacted support back then and they told me they offered "paid replacement services" but I've yet to hear from them again despite multiple replies and RMA request (6 days without a reply)
Would there be a way to do it on my own?
Click to expand...
Click to collapse
Hi
Did you hear back from them. I also dropped my phone 2 weeks back.
My guess is it's going to be in the range of $200, which is half the cost.
Do you know of any other place where the repairs can happen.
thanks
sd
JinRoh3 said:
I already received a reply. 147€ total cost including shipping to get it repaired.
Click to expand...
Click to collapse
That isn't that bad for a replacement from the manufacturer. It's not a repair you send them your broken phone and they send you a new one. I would pay that if I smashed mine.
shortduck said:
Hi
Did you hear back from them. I also dropped my phone 2 weeks back.
My guess is it's going to be in the range of $200, which is half the cost.
Do you know of any other place where the repairs can happen.
thanks
sd
Click to expand...
Click to collapse
jomaxwel said:
That isn't that bad for a replacement from the manufacturer. It's not a repair you send them your broken phone and they send you a new one. I would pay that if I smashed mine.
Click to expand...
Click to collapse
I received the phone yesterday (approx 1 month) it's a brand new phone which is a nice touch
Same Thing
JinRoh3 said:
I received the phone yesterday (approx 1 month) it's a brand new phone which is a nice touch
Click to expand...
Click to collapse
The same thing just occurred me, I have only had my phone for a week and I have sent a couple of customer services tickets without a response yet its probably only been a day or so. Here is an image of the damage I think. Does everyone get a new phone when the request an RMA of this type or do they repair it. I really hope I get a Brand New one. Thanks.
looking for broken oneplus one for parts
If someone has a broken one to give away just let me know.
screen broken
Mr-feelgood said:
If someone has a broken one to give away just let me know.
Click to expand...
Click to collapse
i am not looking for a give away but want to fix the phone.
JinRoh3 said:
Last monday, 4 days after having owned the phone, it fell to a plain floor and the screen broke completely. Touch is not working
I contacted support back then and they told me they offered "paid replacement services" but I've yet to hear from them again despite multiple replies and RMA request (6 days without a reply)
Would there be a way to do it on my own?
Click to expand...
Click to collapse
Same **** bro, what a sadness.
Mr-feelgood said:
If someone has a broken one to give away just let me know.
Click to expand...
Click to collapse
amitshah261 said:
i am not looking for a give away but want to fix the phone.
Click to expand...
Click to collapse
No presents!
If someones screen is cracked the repair costs are higher than the price of a new device!
To replace the screen is also hardly possible. Check ifixit on that!
Shipping to Chine comes on top.
If someone will sell a broken One for a fair price, just poke me!
@JinRoh3
http://vifocal.com/lcd-display-with...-oneplus-one-a0001-64gb-16gb-replacement.html
so its better to get a brand new phone rather than get one thats damaged to be fixed.
May be relevant, doesn't seem too expensive:
https://forums.oneplus.net/threads/repair-ama-i-just-replaced-the-first-oneplus-one-screen.112802/
I'm pretty disappointed. I was in Whistler about a month ago and using the phone around the pool. I didn't submerge it but it leaked and condensation got into the phone. Additionally, the phone has been exhibiting significantly poor speaker phone.
Subsequent to developing those issues, the phone got a very tiny crack in the corner from a drop. I sent the phone in for repair on the water issue and the speaker phone and the repair centre simply sent it back and denied servicing. Does anyone have any tips or ideas for getting servicing? I'm not looking to replace the display, simply the issues that are unrelated.
Thank you.
Can you take a picture of the small crack?
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As you can see the cracks are tiny. And while I'm sure they won't believe me they actually happened after.
Thanks.
Even small cracks can damage the phone, because it is not water proof anymore. And that could be the reason for your other display unrelated problems.
Take a look at the teardown:
https://de.ifixit.com/Teardown/Sony+Xperia+Z3+Teardown/30464
I'd have gone with this route:
Get the display replaced by a Sony service partner. Usually you get your warranty back after that.
Send your phone in for another repair, if those problems still exist.
But I guess it is too late now.
You can get your phone repaired, but you will have to pay for that.
They are re-assessing for me.
I don't believe the water went into the phone through the front panel. I saw this because those cracks didn't exist at the time (they will not believe me). But secondly, the phone tells me the flaps are open through the software even though they are closed.
If they still deny, I will invoke a mandatory arbitration (per their contract) and see if they'll replace my phone. I am a lawyer, so I have some legal prowess. Nothing really to lose and their cost to pay their lawyers to respond will greatly outweigh the cost of repair. I will swear, under oath, that the cracks were subsequent to the damage.
mfpreach said:
But secondly, the phone tells me the flaps are open through the software even though they are closed.
Nothing really to lose and their cost to pay their lawyers to respond will greatly outweigh the cost of repair. I will swear, under oath, that the cracks were subsequent to the damage.
Click to expand...
Click to collapse
Well for the first part:
That's because your phone is not sealed anymore. Probably because of your cracks in the screen.
Look, you have a glue frame that seals your phone. If you have some cracks in the glass, the glue won't be able to seal your phone anymore and water can get inside of your phone now.
https://www.replacebase.co.uk/sony-...hesive-glue-frame-gasket-set-original-7477-p/
--> Phone damaged
Sony denies the repair because they believe that is what happened. And I don't think you can proof the opposite, so you might be in a bad position.
I'm no lawyer, but you decide how much of your time is worth it
I can understand your position mate, I just don't think that you have a good chance
Thanks for your response.
Litigation is about a cost/benefit analysis. I am banking on that if I seek arbitration (as per their contract), that they will determine that the cost of arbitration vastly outweighs the repair to my phone which will probably be to them very little and they will simply repair it in good faith to me. Maybe I am wrong but I will make them work for it too, I will seek disclosures and all kinds of things under their contractual rules to drive their litigation cost up. I think they are used to simply denying things and people living with it, I have no problem commencing action against them.
They need to provide me with more substantial evidence as to their reasons for denying, not simply sending it back with arrow tape on it. Also they need to justify the reasons for denying other issues such as a poor microphone; maybe its related to water, maybe not, but that hasn't been substantiated.
To update the situation Sony has agreed to replace the phone after I escalated to higher levels.
This is why I would be absolutely absurd to repair the phone and then send it in for replacement you must try at least to escalate the problem first
Sent from my iPhone using Tapatalk
Just an update. I have received a replacement phone and everything is good now.
It took me a very long time to get the replacement because of problems with sony (different problem) but I did eventually get one.
I registered my phone when I got it. Then had a problem with the battery draining badly (like 20% overnight) and wifi going in and out. So, I went through the portal as pictured, they sent me a box to ship it from Ma to Texas, then promptly refused to look at it because it's Tracfone and are sending it back unrepaired.
Now is it me or does that say I have a warranty til 10/11/2023 on my Galaxy A53 5G 128GB (Tracfone)?
I'm just checking, because it looks to me like Samsung is refusing to honor the warranty I have here. Heck, like I said, they even paid for the shipping and my warranty clearly states it's a Tracfone. Why pay to have me send it out if they were going to do that. $##t like this gets me fuming, but I'm trying not to have another heart attack. I get on Samsung support chat somehow and they said they don't have the parts for Tracfone A53, and I called BS because an A53 is an A53, only the software is different and its already in the phone. Got nowhere. They were supposed to call me back an hour ago, never got the call.
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UPFATE: I now have been promised a callback on 3 separate occasions. I have yet to receive a call. I did get a text today saying my phone was received and it will take up to 4 days to repair, But in reality they refused to look at it and it was shipped back 6 days ago. What incompetence...
Try going through the carrier.
File a complaint with your State Attorney General's Office. Some states are very consumer proactive...
blackhawk said:
Try going through the carrier.
File a complaint with your State Attorney General's Office. Some states are very consumer proactive...
Click to expand...
Click to collapse
I called straight talk last week and the guy was trying to talk me out of it because he said they're going to give me a used phone. I'm like this one isn't working; I need another one. So, he set it up to have me send it back, only he didn't. Never got an email, the box, or anything. But that's beside the point, I clearly have a valid Samsung warranty. I really don't want the hassle. Samsung support sucks, all set with Samsung. At least with iPhone I could walk into an apple store no matter what carrier and get a replacement in 10 min as long as I was within the warranty period.
mewcatchew said:
I called straight talk last week and the guy was trying to talk me out of it because he said they're going to give me a used phone. I'm like this one isn't working; I need another one. So, he set it up to have me send it back, only he didn't. Never got an email, the box, or anything. But that's beside the point, I clearly have a valid Samsung warranty. I really don't want the hassle. Samsung support sucks, all set with Samsung. At least with iPhone I could walk into an apple store no matter what carrier and get a replacement in 10 min as long as I was within the warranty period.
Click to expand...
Click to collapse
Exactly what is the point then?
Try taking it to a Samsung experience center at a Best buy. Or if you used a MC or Visa card to buy it do a charge back through the bank. That's all I got.
Apples suck as bad as Samsung support...
blackhawk said:
Exactly what is the point then?
Try taking it to a Samsung experience center at a Best buy. Or if you used a MC or Visa card to buy it do a charge back through the bank. That's all I got.
Apples suck as bad as Samsung support...
Click to expand...
Click to collapse
The point is I have a warranty and Samsung wont honor it. They had me ship it to Texas (1500 miles?) knowing what it was. I bought at Walmart and it's too late to return it. I paid cash, have receipt but too late. So Samsung support sucks.
Apple sucks a lot less support-wise. No 2 ways about it. The 2 times in the past 14 years I had an issue with an iPhone I was able to walk out with a replacement in less than a half hour. There really is no comparison. I don't like that you can't change your own battery, or replace your OLED screen without losing some functionalities, but as far as support goes it's night and day.