• Report: #1067165

Complaint Review: Samsung Mobile USA

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  • Submitted: Mon, July 15, 2013
  • Updated: Mon, July 15, 2013

  • Reported By: Mark — NY New York
Samsung Mobile USA
2901 SUMMIT AVE SUITE 100 Plano, Texas USA

Samsung Mobile USA Samsung Mobile Very Upset with Very Bad customer support, or more correctly Absence of Support… Plano Texas

*General Comment: Information....

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 First, I was negatively surprised that Samsung doesn't have in-store service center for a phones repairs, but only mail service to Plano, TX… so in order to repair your phone, you have to wait at least 2 weeks for transportation (including 7 days of Repair) …


The Samsung AT&T Galaxy S3 phone which I own had technical issues with Ear-Speaker-Phone(after 6 month of usage), which suddenly stopped working (although the other phone functions were working correctly, including Speaker-Phone)… 


No-one has informed me that the package was received, the same after 4 days about the status of the repair… 


When I called support, I was informed that the liquid was on PBA components, and thus Samsung will not fulfill the warranty …


7/13/2013 5:18 PM-PBA Inspection: The unit has left the technician. SOLUTION: BER
*07/13/2013//18:18:30//0001773863//Telephone//ASC* Liquid damaged on PBA components

I think it’s ridiculous to state, that the device didn't have a touch with water, and was normally used.. The phone was sent to repair only due to a technical problem with Ear-Speaker… 


After asking to speak with Support supervisor I was put on hold while waiting for supervisor. After 1 hour! Of waiting, I hang up and dialed again. I was redirected to Technical Support supervisor.. on my luck, waiting for her took me 32 minutes. After full attention to my story, the lady repeated the same as the previous Support Representative read from the status of the repair - will not be fixed under warranty, because I have an economy plan, and fixing this problem is the same as provide to me a new phone… 


While asking to send me an evidence for the liquid, it was replied to me that Samsung doesn't provide any evidences to the customers.. it was stated to me, that if I would like to open a phone, to verify that the liquid is in the phone, I have to do it only in SAMSUNG official laboratory, and then I should contact SAMSUNG, if no liquid is found there … is this a JOKE.???


After this matter, I was reading on the internet that I am not alone with similar problems, and there are huge of people complaining that Samsung disregard to fulfill their products Warranty, while using different tricks... within 1 day, from a Samsung lover, I became a Samsung hater. There are many other alternatives to their products, while they provide much better service to their customers, even with lower price.


Thanks for reading this post… I hope someone learned from my mistake and will steer of buying any of Samsung products …

Samsung Ticket # - 4119838446


This report was posted on Ripoff Report on 07/15/2013 12:35 PM and is a permanent record located here: http://www.ripoffreport.com/r/Samsung-Mobile-USA/Plano-Texas/Samsung-Mobile-USA-Samsung-Mobile-Very-Upset-with-Very-Bad-customer-support-or-more-corr-1067165. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 General Comment

Information....

AUTHOR: Tyg - ()

 Sir let me be the one voice that you might listen too. Your phone comes with 3 litmis paper indicators. One on the battery one on the phone and one internally. Now you state it has never come in contact with water. I believe you. However the tech who examined your phone found 1 of four things to indicate that MOISTURE has impacted your phone. One of the 3 litmis paper indicaters or corosion on the main board.

This means that you MAY not have dropped it in the sink, but it HAS been exposed to moisture levels that would trigger the litmis paper. Things such as a steamy bathroom, or living in a HEAVY moisture inviroment. Or talking on your phone OUTSIDE in the rain. These are all events that would trigger the litmis paper. I can tell you that the techs themselves have no idea who you are. They simply get to examine a phone and give their determination. If a tech has found one of the four indicators then there is nothing they can do. This would be ALL ON YOU. Samsung didnt use the phone in ANY of the enviroments that would trigger the litmis paper.You did. Its not Samsungs fault that there is water damage to your phone. You have to accept the responsability there. Once you realize that it was your use that caused this, it gets a bit easier to handle.

Next time keep your phone in a good solid case. This will provide a barrier and give you some extra protection against water damage. Second, Samsung makes an excellent product, but if you feel that they dont, dont purchase Samsung products. Vote with your wallet. But be sure your not making false and misleading posts such as this. This is a public forum. As such everything you write STAYS here. You are accusing Samsung of doing nothing more then they are legally obligated to do. This IS NOT A RIPOFF!! Nor is it a SCAM. Samsung is only following its internal policies about water damage. Nothing more. You may feel its unfair, but the reality is Samsung did nothing to your phone except examine it and determine that there was water damages.

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