- Report: #846987
Complaint Review: Samsung Telecommunications America - Richardson Texas
Reported By:
Tim -
Oklahoma City, Oklahoma, United States of America
Submitted:
Updated:
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Author Confirmed
Why?
Samsung Telecommunications America
1301 East Lookout Drive Richardson, 75082 Texas, United States of America
Phone:
Web:
http://www.samsung.com/us/#latest-home
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Samsung Telecommunications America Samsung USA will not honor warranty, defective model, no recall, Richardson, Texas
I called Samsung to verify that Samsung Captivate through AT&T Wireless might be under warranty or re-call and offered the IEMI and serial numbers. They verified that my phone was under warranty and issued a UPS shipping label for it's return and an authorization for repair.
Several days later, an email from Samsung indicated that the phone was NOT under warranty. When I called back and got through the first 4 transfers to different departments, I could barely understand the CS Rep, but she kept telling me that the phone WAS under warranty, but that it was NOT under warranty and they wanted $70 to repair it. I asked to speak to someone else and she would not hear of it.
This Captivate is one of four that we own and they all have peculiar problems. Even AT&T admitted to us that there was a "bad batch" of these models. It re-arranges icons and program settings on it's own, shuts off randomly by itself, cannot be recognized by a PC in order to transfer files or upgrade the Operating System. One of my other Captivates was upgraded to Gingerbread successfully, but is now locked in Landscape Mode, even after numerous factory re-sets and also cannot plug into a PC to be recognized for file transfers or other modifications. Mini Kies is useless and these phones have some type of driver problems
Why would Samsung tell us over the phone that the phone was covered under warranty, then not be able to explain to us why it is not when they receive it. The phones are all well cared for and look new, but I guess will go in the trash can. Most of our phones that are other brands last for years and multiple users.
Several days later, an email from Samsung indicated that the phone was NOT under warranty. When I called back and got through the first 4 transfers to different departments, I could barely understand the CS Rep, but she kept telling me that the phone WAS under warranty, but that it was NOT under warranty and they wanted $70 to repair it. I asked to speak to someone else and she would not hear of it.
This Captivate is one of four that we own and they all have peculiar problems. Even AT&T admitted to us that there was a "bad batch" of these models. It re-arranges icons and program settings on it's own, shuts off randomly by itself, cannot be recognized by a PC in order to transfer files or upgrade the Operating System. One of my other Captivates was upgraded to Gingerbread successfully, but is now locked in Landscape Mode, even after numerous factory re-sets and also cannot plug into a PC to be recognized for file transfers or other modifications. Mini Kies is useless and these phones have some type of driver problems
Why would Samsung tell us over the phone that the phone was covered under warranty, then not be able to explain to us why it is not when they receive it. The phones are all well cared for and look new, but I guess will go in the trash can. Most of our phones that are other brands last for years and multiple users.
1 Updates & Rebuttals
Brian
Noblesville,Indiana,
United States of America
Lost in translation
#2Consumer Comment
Thu, March 01, 2012
Apparently, what the CS rep for Samsung was trying to communicate to you, rather poorly I must say, is that the problem with your phone isn't covered by the warranty. Hence, the $70 charge for repair. As for Samsung quality, at a repair shop I used to work at back in the 1980s, we referred to Samsung as Samjunk.
