Report: #1462544

Complaint Review: samsung - new jersey new jersey

  • Submitted:
  • Updated:
  • Reported By: Michael — crafton United States
  • samsung

    new jersey, new jersey
    United States

samsung Brenda At the president's office the whole Presidents office all of Samsung customer care shattered my phone while attempting to repair, then sent i back broken and not fixed after guaranteeing me that it would be fixed at no cost to me. new jersey new jersey

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on 7/31 my phone was recieved by samsung

on 8/1 they told me it would be $502.23 to fix, citing that the phone board was damaged, and that that was $399 of the repair

on 8/2 i called and told them that it was unacceptable, i was on hold waiting to talk to a mager for 2 hours when finally the lady i was waitng with talked to her manager and got the repair approved for free. they sent me another email stating so.

on 8/9 i recieved my phone back. i recieved a survey in my email to tell samsung how satisfied i was. 

when i opened the phone box, i realized imediatly that my phone was shattered. there was also a letter in there stating that they wern't able to fix any of the problems becasue it was water damaged. i called samsung, and talked to a customer care person, who said that my phone would be replaced becasue i recieved it in worse condition than i sent it in. [continued below]....


he asked me to send him pictures, and he opened up a seperate ticket

9/5 i waitred and waited and recieved no service. i got no phone and no updates, untill i emialed the ceo's office with a threat to take this to my local news team. at this point i had spent well over 10 hours on the phone, and 2 hours emailing

9/6 i recieved an email from customer care proming me a new phone with in 5-8 business days.

9/13 i recieved an email from Brenda from the presidents office, who had called me on my cellphone and left me a message, her email stated that she tried to contact me via phone and email, and that if i needed furthere assistance to get ahold of her becasue she was no longer going to attempt to reach out to me.

since then i have called the presidents office over 60 times, i can't get ahold of brenda, and i cant even get ahold of anyone form the president's office.

of my 60 or so calls which i will post a picture of, i had my call answered 2 times. once brenda wasn't in, and once she was but wouldnt talk to me (i got a different agent becasue i called the generic preisidents line)

i have emailed her and tried to call her, but she calls me when i am at work and refuses to take any of my calls when i try to call her back.


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