Samsung Gallaxy 111 Refused to repair under warranty Plano Texas
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!!
2 Updates & Rebuttals
Ratfink
Toronto,Ontario,
Re: Tyg Post
#3Consumer Comment
Mon, July 07, 2014
There are a few glaring issues with Tyg post that have to be addressed. First being that there is only 2 ways in which a trace could lift on the circuit board. Primarily using the phone while plugged in will not cause it to fail sooner or cause the solder bridges to heat up more then any other time during the charge cycle is false. While true that The charge controller limits the amount of current that is drawn over the USB, using the device while it while charging will and cannot cause the usb port or solder bridges to produce extra heat unless there is a defect within a component. Equally false if the asertation that a trace failure is exclusively the domain of user error. Indeed the soldering process is typically one of the most common issues causing warranty issues. Exesive humitity during the cladding process of the PCB can cause bonding failure as well as excesive heat caused from a weak solder bridge, both while not common aren't rare and can happen.
Tyg
Pahrump,Nevada,
No....
#3General Comment
Thu, March 27, 2014
I know exactly what the issue is and when I tell you, youre going to feel a bit silly. The reason your charging port failed is one of two reasons. First reason is that you have dropped your phone while its charging thereby putting stress on the solider points. Second reason is that you have used it WHILE it was charging. Maybe 10 years ago you could do that with the old capt. kirk phones, but now when you use the phone while it is plugged in and charging you turn the battery into a fuse. The heat build up is incredible when you use it while it is charging. That heat DOES weaken solider points. No youre NOT a wild teen but you DO make the same mistake all consumers do. You played with it while charging. DO NOT DO THAT!!!
It kills the battery faster and weakens the solider. You have made an ASSUMPTION about the quality of workmanship. Thats not cool especially when you realize that you HAVE been playing with it while it charges. This is NOT a "obvious defect" as you would like the web to believe, its YOUR use of the device. Unfortunatly you will have to stop using the device until it charges completly.
Isnt it funny how fast you hop online and blast Samsung for what is YOUR fault. It amazes me how quickly ppl like you tend to fly off the handle and make a false report because THEY are misinformed. Im betting one of your friends told you it was OK to use the device while charging. Well its not. And really, maybe next time use some of that intellegence and WISDOM you are supposed to have BEFORE you go on the web and start blasting. I have multiple Samsung GS4's. I had to learn the hard way to NOT use it while charging. My battery went all puffy and bloated because I used it while charging. Once Samsung explained to me why I really shouldnt play with it while charging it made the $60 for a new battery a bit easier to swallow.