• Report: #1119380

Complaint Review: Samsung

  • Submitted: Wed, January 29, 2014
  • Updated: Wed, January 29, 2014

  • Reported By: GRUGGER — Lafayette Indiana
Samsung
1000 Klein Rd.Ste. 200 Plano, Texas USA

Samsung Deceptive Warranty Claim Plano Texas

*Author of original report: Arbitration Not Needed

*Author of original report: Issue Resolved

*Author of original report: Response to Comments

*Consumer Suggestion: Arbitrate against Samsung

*Consumer Comment: So, what reason did they give for the repair charge?

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I had owned this phone for less than 8 months. With no damage to the phone from drops or water, my touchscreen has suddenly stopped working. The phone can power off/on, that status light works and the home button/LED's all are responsive. The screen no longer lights up or functions. I discussed this issue before sending the phone in to the service department as it was under warranty. The phone had no damage. Not once did the warranty technician ever state over the numerous phone calls I had indicate that I would be charged anything.

The phone's physical status was never in question during the repair. The phone was not damaged when the screen had malfunctioned and stopped working. I am now being charged $135.00 to repair my phone when it was explicitly detailed to me over the phone that the item would be fixed without charge.

Clearly this is a fraudulent service department that relies on deception to create the appearance your device is covered under warranty. I feel cheated and ashamed that I believed Samsung was a company of their word.Samsung's reputation is definitely being damaged by the countless reports on Ripoff Report and the BBB.

I strongly encourage those who have these phones, make sure they are insured by their wireless carrier. No one should endure the deceitful practices that they provide. Buyer beware!


This report was posted on Ripoff Report on 01/29/2014 03:07 PM and is a permanent record located here: http://www.ripoffreport.com/r/Samsung/Plano-Texas-75074/Samsung-Deceptive-Warranty-Claim-Plano-Texas-1119380. 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:
3Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Arbitration Not Needed

AUTHOR: GRUGGER - ()

I will continue to use RipoffReport as a primary source for filing complaints. I understand the BBB skews itself for business interests but at the same time anything I feel would help bring light to this specific experience. The information on the arbitration with Samsung is interesting and definitely helpful if I need to do so in the future with any other product I own.

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#2 Author of original report

Issue Resolved

AUTHOR: GRUGGER - ()

After speaking with a level 2 CSR. I explained my situation again and thankfully they are able to resolve my issue internally and repair the phone without cost. I appreciated the understanding from this rep. The fact that she took her time to document everything so that the repair center knows what had transpired was a relief. Needless to say I will contact Samsung support and ask for a level 2 rep the next time I have another issue.  

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#3 Author of original report

Response to Comments

AUTHOR: GRUGGER - ()

They claim the phone had internal damage to the touch screen and suspected water damage. The phone never had any contact with water when the screen died without warning. I was floored to hear that they came back and claimed the phone out of warranty. Luckily as I just described to a level 2 customer service rep, Samsung has taken care of the issue.

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#4 Consumer Suggestion

Arbitrate against Samsung

AUTHOR: Samsung Sucks - ()

 Your Contract allows you to arbitrate a claim against Samsung at their cost. And their cost is very high, think $1000s to $10.000s. Look up your contract on google using your model number and the word arbitration. Here is a sample: http://www.samsung.com/us/support/supportServiceWarranty.do?prd_ia_cd=N0000020&prd_mdl_cd=SPH-M840MBAVMU&prd_mdl_name=SPH-M840 Your cost is limited to $50 so long as your claim is under $5000. More than likely you will get a new phone and a payment from Samsung before ever going to arbitration. Also note, the BBB will not help you. Ripoffreport is easily searched on google for complaints. BBB is paid by businesses and they therefore tilt towards business interest.

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#5 Consumer Comment

So, what reason did they give for the repair charge?

AUTHOR: Ken - ()

You did ask...right?

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