Complaint Review: Samsung Repair Center

For work, I use a Galaxy Note 2 through Sprint (SPH-L900TSASPR), which never leaves my house, and rarely leaves my desk. After only a few months, one day I noticed that although it was on the charger the battery level was depleting. On first glance, it appeared that it was charging (the battery indicator had a lightening bolt through it), but the battery level was actually going down.

I assumed that because I leave it on the charger all day, that maybe I loused up the battery (overcharged?). I bought a 3 pack of Samsung OEM replacement batteries, although that didn't solve the problem. So I thought it might be the cable. I bought a new Samsung OEM USB cable for the phone, and still it wouldn't charge any of my 4 batteries.

Next, I decided to back up all of my data, and do a factory reset. When that didn't work, I searched online and tried dozens of tricks, like plugging the phone in and popping the battery in and out until it vibrates.

Convinced that the prongs inside my phone must have a problem, I decided to contact Samsung before resorting to my $200 deductible insurance through Asurion. When I called, they answered immediately, and the person I spoke to assured me that as long as it wasn't dropped and/or didn't have any water damage, they'd fix it free of charge.

Knowing for a fact that I have never dropped my phone, nor has it come in any contact with any liquid or moisture, I decided to send them my Galaxy Note II. They emailed me a UPS shipping label, I wrapped my phone in tons of bubble wrap, boxed it up, and shipped it. Samsung emailed me a link to track the progress of the repair, and this is where my complaint begins. Below is an overview of what happened they day that they received it:

8:30am: The unit has been received. Pack Condition: Fair Packaging (Box & Cushion)
6:00pm: The unit has left the technician. SOLUTION: BER
7:00pm: Liquid damage on the PBA components
7:00pm: The Unit is Shipped

Obviously, when I saw this I was livid. I keep my phone in an Otterbox Case on my desk. There has never been a liquid within 5 feet of my phone. So I called Samsung, and asked for an explanation about the "liquid damage", to which they actually got rude, telling me that I should take better care of my phone, and to use my insurance to get a replacement. What happened next might surprise you...

I decided it's too close to the holidays to drop $200 on a replacement, so I bought a Samsung OEM Battery Charger/Stand (for my 4 batteries), and planned on using that to keep them charged. Although 5 days later, I get my phone back via UPS, and when I open it up, it won't power on at all. I try all 4 batteries (which I know have a full charge) and each does the same thing. It shows a gray battery on the screen and then goes dark.

Great... so now my phone is bricked! I sent it to Samsung because it wouldn't charge, and now I can't even get it to power on. I tried factory resets, clearing the cache, and nothing. So I went back online researching, and couldn't find any new solutions. At this point, what do I have to lose? I downloaded an Android 4.3 Firmware update from some website, installed it on my phone... and it powered right up! It charges perfectly, PROBLEM SOLVED!

So I guess the "liquid damage" reported by Samsung only affected Android 4.1.3 and not newer versions of JellyBean. That's sarcasm! In the end, Samsung's Warranty Repair department is a joke! They had my phone in their possession for only 10.5 hours and were so quick to blame it on liquid damage, when in reality, all they had to do is reinstall the firmware, which took me 15 minutes. I advise everyone, before you use Samsung's Warranty Repair, Google this: "Liquid damage on the PBA components". As you will see, I am not alone!