• Report: #1114909

Complaint Review: Samsung

  • Submitted: Sun, January 12, 2014
  • Updated: Sun, January 12, 2014

  • Reported By: slam — San Jose California
Samsung
2901 Summit Ave., Suite #100 Plano, Texas USA

Samsung Repair Center sucks - a total liar, it claimed my S4 ‘Liquid Damaged’ Plano Texas

*Author of original report: 11 months later, my phone still running good...

*Consumer Comment: If your phone has NO liquid damage, you should have no problems with it...

*Consumer Comment: While I don't know all the details of your problems with Samsung...

*Author of original report: If you don’t know the details, please do not come up with your own conclusion…

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Samsung Repair Center sucks - a total liar, it claimed my S4 ‘Liquid Damaged’

The problem I have with my Samsung Galaxy S4 is the tip of the headphone plug was broken and got stuck inside the phone jack.  After talking to two Samsung tech supports Jamila and Sharyce, they confirmed to me that my Galaxy S4 is still in warranty (just 6 months old), and asked me to send the device to Samsung Repair Center in Plano, Texas.

So I sent the device to Samsung on 01/02/2014 for repair.  A few days later, when I checked on the Samsung repair status, I was totally surprised and stung by the following description:

*01/04/2014//14:55:15//0001773863//Telephone//ASC*

1/4/2014 1:54 PM-Luna Hernandez: The unit is shipped.

*01/04/2014//11:29:39//0001773863//Telephone//ASC*

1/4/2014 10:29 AM-PBA Inspection: The unit has left the technician. SOLUTION: BER

*01/04/2014//11:29:38//0001773863//Telephone//ASC*

Liquid damaged on the PBA components

*01/03/2014//11:54:29//0001773863//Telephone//ASC*

1/3/2014 10:53 AM-Francisco Lara: The unit has been received. Pack Condition: Fair Packaging (Box & Cushion)

“BER” stands for “Beyond Economic Repair”

“PBA” stands for the main board of the phone.

First, it indicated that the packing condition of the phone I sent in was in “Fair Packaging (Box & Cushion)”.  I don’t know how Samsung came up with that packing condition.  I bubble-wrapped my phone in 3 layers and carefully boxed it in a Amazon shipping container.  Samsung is trying to play the game of putting the blame on customers so they will not have to hold the responsibilities if they did damage your device.

Secondly, Samsung reported that my phone was “Liquid damaged on the PBA components”. What the hell is that?  I have never got my phone wet and I live in the state of California where the climate is extremely dry this year – it hasn’t been raining since I got my device.  How could my device be liquid damaged?

I called and talked to the 2nd level advance tech support for the issue, the tech support Britney was very unfriendly and didn’t show the willingness to help solving the problem.  She kept repeating the same messages over and over again, I believe she must have saying the same messages to thousand of unhappy customers as well.

After receiving my device back, it enclosed Service Repair Statement which shows “Labor Void Warranty” and “Parts Void Warranty” – what the heck is that?

In my household, I have purchased many Samsung products in the past - TV, 5 cell phones, camera, and thinking of purchasing a Samsung laptop.  After this unhappy, negative experience with Samsung Repair Center, I will definitely steer away from Samsung from now on.  I will never consider Samsung again.

Thanks everyone for reading through my complaints.  I just want to share my bad experience and give a heads up to those plan to buy Samsung products.  You can also google on the phrases “Samsung repair complaint”, “Samsung repair completed”, “Liquid damage on the PBA components”, you will be surprised that there are so many complaints published against Samsung.

My Samsung repair ticket number is 4122276338.

Here are some of the Samsung repair reviews:

http://www.ripoffreport.com/r/samsung/plano-texas-75074/samsung-phone-said-to-be-water-damaged-but-it-never-saw-any-liquid-ever-plano-texas-1023637#comment_1

(((link redacted)))

(((link redacted)))


This report was posted on Ripoff Report on 01/12/2014 01:19 AM and is a permanent record located here: http://www.ripoffreport.com/r/Samsung/Plano-Texas-75074/Samsung-Repair-Center-sucks-a-total-liar-it-claimed-my-S4-Liquid-Damaged-Plano-Te-1114909. 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 Author of original report

11 months later, my phone still running good...

AUTHOR: slam - ()

11 months later, my phone still working good.  Samsung is just a big LIAR and treat their customers as diots.  I am not supprised at all why Samsung's market shares is delclining.  I will never ever consider Samsung's products again. Samsung is totally out!!!

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#2 Consumer Comment

If your phone has NO liquid damage, you should have no problems with it...

AUTHOR: Ken - ()

IF, on the other hand, it does, it can fail at any time in the near future as the damage progresses through the circuit board. Come back on here in 6 months or so and indicate how it's doing.

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#3 Consumer Comment

While I don't know all the details of your problems with Samsung...

AUTHOR: Ken - ()

I DO know what "liquid damage" looks like, and it's unmistakeable.  As a technician for an independent company, I saw it many times.  It looks like the corrosion that forms on a battery cable.  It's pasty looking and bluish-white and eats away at the circuit components and foil paths.  In most cases, it ISN'T economically repairable.  The plug that was broken and stuck in the headphone jack also wasn't a fault of bad parts or manufacturing. If you have the phone in your possession and it's not functional, you could probably take it apart and see the damage.  It doesn't take much to start the phone on the way to failure.  A splash, spill of soda, most ANY liquid combined with the voltage from the battery pretty much seals its fate.  Sorry for your probably expensive problem with your phone.  I don't, however, see how it's Samsung's fault.

No, I don't work for them, but did warranty service for them and MANY other manufacturers and NONE of them EVER even suggested faking an abuse problem to get out of warranty repairs.

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#4 Author of original report

If you don’t know the details, please do not come up with your own conclusion…

AUTHOR: slam - ()

My phone is working in perfect condition just like new and I have no problem with it.   I have been taken very good care of it since I bought it 6 months ago. Just like I said, I have never had my phone close to water and how could be it liquid damaged?  The only problem I have is just the phone tip stuck in the phone jack.   Both Samsung tech support Jamila and Sharyce confirmed to me that it is under Samsung’s warranty and offered me a free shipping label to shipping my phone in for repair.  If it is actually liquid damaged, then Samsung must have making faulty devices.  Otherwise, the warranty really means nothing to consumers, because Samsung can always simply alleges and accuses customer for liquid damage any device they send in and void their warranty without having to bare any responsibility.

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