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  • Report: #1103224

Complaint Review: Samsung Repair Center

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  • Submitted: Sat, November 30, 2013
  • Updated: Sat, November 30, 2013

  • Reported By: Ryan M — Connecticut
Samsung Repair Center
2901 Summit Ave, Suite 100 Plano, Texas USA

Samsung Repair Center Warning about Warranty for Galaxy Plano Texas

*Author of original report: Actually, You're Wrong!!!

*General Comment: WRONG!!!

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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!


This report was posted on Ripoff Report on 11/30/2013 11:19 AM and is a permanent record located here: http://www.ripoffreport.com/r/Samsung-Repair-Center/Plano-Texas-75074/Samsung-Repair-Center-Warning-about-Warranty-for-Galaxy-Plano-Texas-1103224. 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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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Actually, You're Wrong!!!

AUTHOR: Ryan Mac - ()

  1. I never said anything about water.
  2. My litmus paper is white, because there was never any liquid damage.
  3. My phone has never been outside, and stays plugged in at my desk. I'm sure the humidity in New England isn't that bad indoors.

I have no problem with Samsung Mobile, and my next phone will probably be the Galaxy S5. If you read my complaint, and retained 25% of it before rebutting, you'd know that my problem is with the Samsung Repair Center. Had they simply updated the firmware, they could've shipped it back fixed.

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#2 General Comment

WRONG!!!

AUTHOR: Tyg - ()

 You are incorrect. The phone doesnt have to be IN water for the litmis paper to turn red. If you have a swamp cooler or have used your phone OUTSIDE while it has heavy moisture in the air then your paper indicater would be triggered. They do not know its YOUR phone when they get it on a techs table. There is a checklist. They have to check the 3 litmis paper indicaters. If those have been activated, they are instructed to STOP!!! As Samsungs warrenty DOESNT cover liquid damages. SO although you may not have dropped it in the toilet, it WAS around enough moisture to activate the litmis paper.

This is NOT Samsungs fault. To blast them for not going past the litmis test is kinda stupid. They HAVE to do as they are instructed in that instance. Why you might ask?? That one is pretty simple too. The American Consumer refuses to take responsability for THEIR OWN TOYS!! They are ALWAYS looking to blame ANYONE else so THEY DO NOT HAVE TO PAY FOR IT!! It is VERY common for consumers to use EVERY avenue to scam the corporations. Im sure your right there with them in the thought process that "they can take the hit".

This is WHY they have to stop any repairs once they see those indicaters. The consumer has stolen and scammed so hard that they no longer have "MERCY".

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