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Report: #1156474

Complaint Review: Samsung - Nationwide

  • Submitted:
  • Updated:
  • Reported By: ThinkObjectively — Belford New Jersey
  • Author Confirmed What's this?
  • Why?
  • Samsung Nationwide USA

Samsung Mobile Customer Service "Under Warranty" Nationwide

*Author of original report: common sense

*General Comment: Failure

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The GPS locator on my Samsung started malfunctioning recently. It could not lock on to my location no matter how long I waited and would only show me in a circle of about a half mile radius, without locking on any closer. I made sure that the location services were all on, and even tried navigating without locking on, but the GPS locator would trail my car by at least a mile making GPS Navigation with my Samsung pretty much worthless. I tried downloading two different GPS Navigation programs, still wouldn't work. Downloaded GPS toolbox, still wouldn't work.  I went to best buy and brought my phone along with receipt to speak to a Samsung rep who tried to fix it, wiped it, and then told me that I would have to send it in to Samsung. I phoned Samsung and navigated my way through the menu finally getting a rep. I started to describe my problem to the rep (sounded like an outsourced call center) when I was disconnected (I was calling from a land line).  I tried calling twice more and was disconnected each time before even navigating through the menu.  I was going to give up but gave it one more call the next day. This time I got through to a polite woman with a southern accent who listened to my problem and scheduled a repair. She told me that my phone was still covered under warranty, that it would take 2 days to ship, 5 days to repair, and then another 2 days to ship back.  It actually took about two weeks, and when I received the phone back, the GPS locator was still not working. I called customer service to inquire about my repair, where a woman told me that my phone wasn't under warranty.  I told her that I had the receipt and the repair statement stating "Warranty Status: Labor In Warranty, Parts in Warranty".  She transferred me to someone else who managed to get more in depth.  I was told that "LCD screen repairs are not covered under warranty".  I asked what in the world the GPS locator had to do with the LCD and the screen.  I was told that even though my GPS locator was covered under warranty, the small crack in the screen (less than 6 millimeters wide at the extreme right edge) was not covered and warranty. I told the rep that I did not request the screen to be repaired, only the GPS. The rep then told me it was their policy to repair the entire phone and that they would not do the GPS repair without me paying to fix the screen. I barely managed to keep my temper at this point and asked "So you're telling me that Samsung won't repair the GPS locator that is covered under warranty, which I requested to be repaired, without fixing the screen which is not covered under warranty, which I did not ask to be repaired?  Doesn't that sound a little ridiculous to you?"  Silence. Hesistation and then "I am not allowed to express my opinion on our policy".  I honestly think the rep agreed with me.  Asked to speak to a supervisor, got the same story. Needless to say, cutting my losses and never buying another Samsung product again.     

This report was posted on Ripoff Report on 06/21/2014 08:52 AM and is a permanent record located here: https://www.ripoffreport.com/reports/samsung/nationwide/samsung-mobile-customer-service-under-warranty-nationwide-1156474. 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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REBUTTALS & REPLIES:
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#2 Author of original report

common sense

AUTHOR: ThinkObjectively - ()

POSTED: Tuesday, June 24, 2014

Actually, common sense dictates that Samsung should contact the customer via email or home phone (both provided) to explain the situation and ask if I wanted the screen repaired. Or include a message detailing the issue with the phone once it is shipped back, not force me to contact Samsung to find out why the problem hadn't been fixed.  If I had decided to repair the screen, would it make sense to send the phone AGAIN and not have it for another 2 weeks?       

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#1 General Comment

Failure

AUTHOR: Tyg - ()

POSTED: Saturday, June 21, 2014

 What you are failing to notice is that when they open your phone and the screen is cracked, then they could potentially mess up the phone even more attempting to get the screen back on. There are multiple levels on LCD screens. Screen, digitizer, and glass. this means that if one is broken the other can get broken by just opening the phone. While their policy sounds wonky, its understandable that hey wouldn't do anything to phone unless you were getting the screen repaired as well. If they worked on it with the cracked screen, then they would have caused more issues and had to replace the phone. THAT costs money. They are in the business of making money not giving it away. So instead they do NOTHING to it, this way YOUR phone still works just as well as it did when you sent it in. Its amazing how quickly you turn this around on them. Im sure you should be able to understand their position. Whatever has happened to your GPS has happened because of and during your use on the phone. YOU broke your toy, NOT Samsung!!!!! They just didn't give you your way. If your glass/screen had NOT been broken then they would have repaired it for you. But it was, so unless you wish to replace the screen, get use to the GPS not working right. I swear its like common sense truly is a superpower now. there was a time when your AVERAGE American consumer would have been able to figure this out on their own. NOW people like you have to be shown each and every little thing. Your hands have to be held and everything explained to you in the most basic and simplest of terms. Where is the intelligence?? Where is the common sense?? While I agree that it is a bit of a pain to have to replace the screen if you want the GPS repaired, I can understand WHY they wont repair it with a broken screen. They don't want to be liable for YOUR phone and messing it up further by attempting to basically put a BROKEN screen back together. Once they tried removing the screen to get to the internal board they would have caused even more damages to the screen. Just because the PHONE was made by Samsung doesn't mean that they made the screen, they would have to BUY a new screen at the very same price they quoted YOU. Common Sense would dictate that THEY shouldn't have to eat the cost of the screen YOU broke, and THAT is what you were expecting them to do.

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