Report: #1512638

Complaint Review: Samsung Mobile -

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  • Reported By: Z Flip 3 — Victoria BC Canada
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  • Samsung Mobile other

Samsung Mobile Todd Z Flip 3 mechanical failure while changing the phone.

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Well...to say the least my customer service experience with Samsung has been a nightmare! The customer service representatives are not at fault, they're obviously following a strict protocol. I learned a lot over the countless hours between " Samsung Care Plus", "Samsung customer care" and "Executive Samsung care"! Does it get any more confusing then that!

I've bounced between all three departments multiple times. Let me break down the departments from my perspective; "Samsung Care Plus"...a paid ads service, basically like a insurance for your newly purchased device. Like most insurance policies, a deductible amount is usually required to complete your claim. My first impression of Samsung Care Plus was fantastic! I live in Canada and speak English. The representatives spoke were native English speakers and the phone connected was extremely clear. "Samsung customer care" straight away the communication is extremely difficult as a English speaker.

The representatives struggled to understand the conversation. I spent many hours on how...probably wait for a probably to translate what I just said. Then used the other hours asking supervisors for advice! When Samsung customer care could no long handle my questions...Off to "Executive Customer care"...Lol. One would assume things would actually get better..."Executive", but NO! The phone connection was the worst yet.

After repeating yourself for the for the 3rd time I started talking into a "echo" connection! Anyone who's done this understands its extremely distracting. I mentioned the Executive representative that the connection was terrible and had an echo, and she said that's normal...a call back won't improve our connection. Now I'll explain why I'm posting on this community page. I purchased a Samsung Z Flip 3 phone 1 month ago.

3 week later, the battery overheated while charging after 10minuts. The only reason I discovered it so quickly is...the battery drains quickly and I needed a top up. I received a notification sound massage that got my attention. I went to unplug the phone from the charging cable and "sizzled" my finger tips! The end of the charging melted off the cable and fused into the charging port. I was able to pull the end out of the charging port with pliers after the phone was cooled. Samsung Z Flip 3 phone only comes with a double sided USB-C cable...NO OULET ADAPTER INCLUDED!

I was charging the phone with a Apple USB ADAPTER at the time of the meltdown. By the way...the Apple USB power adapter not damaged...in perfect working condition. What damaged is the Samsung connection cable and Z flip 3 charging port. Executive Customer care deemed my warranty claim as "Misuse" because I didn't use genuine Samsung part to charge the phone! I've be using Apple power adapters with multiple other brands for changing purposes and was never worried about starting a fire.

Samsungs 1 year warranty reads battery malfunction or failure is covered under this warranty??? Even "Samsung Customer Care Plus" Can not understand why Samsung Care is rejecting my claim??? Researching other customers with the Z flip 3 and overheating batteries problems resulted in multiple issues. This confirms my Z flip 2 battery issues are not isolated. Samsung Care Plus will replace my phone $160.00+tax/shipping and handling fee. Having so many problems with customers service and my phone nearly starting on fire after 3 weeks...I don't feel it fair to spend an additional $200+ to replace this phone. Since the melt down, I've been wireless charging the phone.

The phone does get extremely hot after many hours of charging. The battery drains quickly, half a day on light usage. As larger corporations consolidate into a few Super corporations they become untouchable! But in Reality...NONE of corporations would EXSIT without CUSTOMERS! This is what they seem to forget. I post this message on Samsung community website, and also emailed Executive Customer care 3 days...NO reply. Customers MATTER...without us, you don't have a business!

This report was posted on Ripoff Report on 10/09/2021 08:40 AM and is a permanent record located here: https://www.ripoffreport.com/report/samsung-mobile/todd-z-flip-mechanical-phone-1512638. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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