Complaints

• Initial Complaint

  12/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I started a service claim for my Samsung Galaxy Flip 5 on November 27, 2024. I was given a email with a service ticket and QR code to give to the nearest *** location for them to print, pack and ship the device to ********************** for repair. I gave to to *** on November 30, 2024 to ship. December 2, 2024 at 11:18 AM I recieved a email stating that my device had been recieved. Then at 1:04 PM I recieve another email stating the following: We received your Samsung SM-F731UZAAXAA on 12/02/2024 at 12:17:16.Your product should be shipped back to you within 5 business days Then on December ****** at 10:31 AM I recieve the following message: After careful inspection, the repair cost for your product has been changed.Note that when I started my claim and shipped it it was still under warranty with no cost to me. I contact Samsung support at the following phone number: ************** I get fowarded to the repair team after confirming that my claim was indeed with hte right time line. Repair agent tells me that my phone is out of warranty due to "impact damage"I ask what exact damage because when I sent it just last week it was in mint condition with the issue being the charging port not working. The agent said they could not tell me and I ask for pictures of said damage and to talk to a supervisor. I am then told that a scheduled call will take place within ***** hours without anything being scheduled. A this point text messages are sent to me stating that the device has been inspect and not covered due to impact damage. Note that these messages are only being sent because I called to further investigate. My phone was sent in mint condition and Samsung is trying to deny my warranty claim under a false guise and want me to pay $345.32 for repair work that should be covered.

  Customer response

  12/05/2024

  I recieved contact from the alleged supervisor named ****** from phone number *************** at 1:38PM This was a recorded call. He then states that my phone has documented damage to the bezel. He then tells me if I do not pay then my phone will not be repaired.He states Samsung must repair all alleged issues with the phone and because of there being impact on the bezel that is not warrantied so I must pay for all work. He ask for my side of the situation in which I attempt to explain. I then ask for the alleged photos of the damage to be sent to me to see why it is not being covered I also asked to if he saw the photos as well. He then states that no one has seen the photos and that it was deteremined from the tech's word. He denied access to said photos saying it was company private. He states that the damage is on the edge of the bezel. No damage to the glass, or dead pixels. I question well if there is bezel damage and you state that you have not seen it and I can not see the photos of my own phone, how can this be actually determined and how does this effect the actual issue which is the malfuction of the machine. You see this phone has a issue in which it will alert moisture detected when there is not any actual moisture.  He then goes to say that there is liquid damage aas well. I called him out because with all calls that I have had prior to him not one has stated liquid damage and that he was just adding this on now. I have had it looked at prior to from a outside repair and was recommended for it to be taken to Samsung under warranty.  I work in a field that when damage is reported on products there must be visual documentation and one must look at it in order to confirm the report. I then tell him that I feel that this whole ordeal is a way to not justify fixing my phone. ****** gets heated with my questions and tells me that he will take this as me wanting to close my case. I object and state to keep my case open and I want to talk to the regional above him. He states he's in charge and that's why he's even talking to me. I then refer that is incorrect because he does not own Samsung and there are several postiontions above him. He says you can write to the CEO if you want to. He then yells you know what with that I am closing your ticket and sending your phone back to you. He then hangs up in my face. 

  I all I am wanting is the repair work to my charging port done. This is a issue at several users, not just me have mentioned online and now Samsung is doing there best to find a way to not repair it. 

  Customer response

  12/05/2024

  After I stated not to close my service order and talk to his supvisor. ****** got angry and closed my service order and then lied and stated it was by my request.

  Customer response

  12/10/2024

  I just received my phone back not repaired. Yet the screen cover was replaced. As for the alleged impact damage, the red stickers were placed on the areas that were alleged signs of impact. The areas are the back folding hinged and edge of bezel. All of these marks are minor cosmetic that did not effect the phone just signs of regular consumer usage.  Because of these my legitimate claim for repair for a malfunction of the power port was denied. 

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband purchased a samsung watch 6 for Christmas 2023. The watch and the box have the s/n. I used the s/n to register the warranty with Samsung. The watch is a step tracker as well. About 5 months ago I had an issue with the watch adding thousands of steps even while on the charger. Samsung sent to a prepaid *** label and I sent them my watch for repair within 8 days got it back fixed. Then on November 16, 2024 ot occurred again and I called them. As the watch is still under warranty they emailed me a zuPS label to send to them which I did. I took pictures of my watch on the back as I did the first time I sent it in. This is where the s/n is visible. They sent an email to me on November 19, 2024 that they received my watch for repair. When I received a return it was not my watch. There was no s/n on it and the watch face was much larger than mine. The watch they sent me doesn't fit in the box my watch came in and my watch bands do not even fit as they wanted watch bands removed and only sent the face of the watch. Many many calls to them resulted in hang **** and most telling so what keep what we sent. I explained that I want my watch with my s/n. I got nowhere with them. I sent 2 emails to CEO of Samsung again no result. I know someone else has my watch because I have an app on my phone that shows that people is using it and taking steps. So in short they lost my watch and now I have nothing. The watch cost my husband just under $300.00. This company **** me a full refund of the purchase price. I will never buy another Samsung product again. Pi turns below are of my watch and box matching s/n last picture of the junk sent back to me with no s/n and larger than mine.

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  So I bought this phone in Jan 2024 and there is a manufacturer warranty for a yr. Oct I noticed an ink dot on my inside screen. I didn't know what it was until I tried cleaning my screen. It turns out that it's inside of the screen protector. The next day spot was larger and another small dot appeared. I took my phone to Ubreakwefix and they inspect my phone. Outside of wear to the unprotected hinge, there is absolutely no damage to my phone or its screens. However there are ink sports along the fold of the phone on the inside screen. He tells me that as long as it hasn't been a year it should be covered. I then take my phone to ******* and a *** there tells me basically the same thing but that I need to go through samsung directly, not my service provider. So I then call and make the claim with Samsung. I tell them that my phone is fine. I dont need another phone I just want my screen fixed. He tells me to send my phone to them. I took pictures of my phone (attached) before shipping it to them. Days later I get a text from them saying that my phone has been deemed out of warranty and a payment is required to proceed. I call them to see whats going on and the *** says that my phone is out of warranty because there is damage to my outside hinge. I agreed with him that yes there are a few scratches at the bottom of the outside hinge which is NOT attached to the screen but that it is normal wear and tear on a phone several months old and shouldn't have caused two ink spots to leak from the center of my inside screen now. He then says he will transfer me to the **** that makes the determinations. After a few mins of holding I spoke to another guy who basically ***eated the same thing as the first guy. "My phone is out of warranty because of damage to the outside hinge and that I had to either pay them $615.00 for the repair, or they can just send me my phone back. Samsung is not honoring it's warranty and hiding behind the fact that my phone isn't in perfect condition.

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  11/19/24 I opened my Galaxy flip 5 phone to a static and pixelated screen. I googled the issue to find that someone had the same problem and it was the *** lights dying and to get it fixed ASAP. I called my mobile provider **************** who put me in contact with Assurant under my Care plan to file a claim and get a new phone with a $100 deductible. ******** told me it was a manufacturer error and to contact Samsung. after 1.5 hours on the phone with Samsung, ensuring my phone had no physical or water damage, I was told to mail them my phone and they would repair it for free under warranty. I followed the instructions given through email to remove my case, SIM card, and screen protector, and mailed in my phone. Today (11/25/24) I received an email saying the phone is "Out of warranty" and will cost me $345.52 to repair. I called Samsung (mult. times) to ask what voided the warranty. The 1st call ********* told me that it was because there was no screen protector, but I was told to remove the screen protector before shipment. I asked to speak to a tech working on my phone and he said he would transfer me, then the phone went silent and i was disconnected. The 2nd Samsung ********* told me it was because of physical damage, which there was none, and told me to go through Xfinity. The 3rd ********* told me it was my hinge on my phone that was causing issues to the pixels and screen. I asked how damage to the hinge inside the phone was under my control and he could not answer me. He then transferred me to a tech to answer my questions, but again I was disconnected. The 4th ********* told me she could not transfer me to a tech worker. After 4 phone calls, I still have no answer how with no outer damage to my phone, my warranty is voided and I'm being charged over $300 for issues inside my phone.

• Initial Complaint

  11/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Oct 16, 2024 Sent Samsung Galaxy S24 Ultra cell phone in for cracked screen repair, credit card info was provided for payment when services completed. Samsung confirmed they received the phone Oct 21, 2024. After multiple calls with agents, I was given misleading information on the repair of the phone. Calls were made on Oct 25, 28, 29, 31, Nov 1, 4, 5, All with no updates, told to just wait and escalations of repair being done. On Nov 7th we were informed the parts are unobtainable and they are waiting on approval for accommodation. Was informed there was no end date to when we would be accommodated and decided on Nov 8 to call and cancel repair and requested return of phone in same condition it was sent. Was told tracking number would be provided. Nov 11, called and notified agent I have not received tracking number, told to wait at least 48 hours. Nov 13, called and notified still no tracking number (recorded this message), told that return usually happens 1-2 business days! Told he was sending an escalation for return of my phone. Email was sent to CEO of Samsung via website. I am currently reviewing my options to file a police report for with-holding my property and have been advised to seek legal assistance. We just want our phone sent back. They have had it for 18 business days as of today. Can you please assist us in the return of our phone?

• Initial Complaint

  11/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  There has been miscommunication/false information since the day I made the ticket for my repair. I was told to just go to *** and a box would be provided. I called multiple times concerned because it has never been done that way. At *** I was told that the packaging was NOT free and it was $15. I sent my device out on October 15th with the shipping label provided to me. I received and email October 18th stating that i had not shipped the device. The device was received on October 18th, diagnosed on October 21st and the decision was made to return my device with ZERO ***********************. I requested a supervisor MANY times when I finally got one I had to report her for not knowing how to help me so deciding to forward me to the survey. I continued to email the tech team was told that my device was out of warranty then told later that it was damaged or dropped so they would like $99 when i pay $20 a month for the Samsung Care Plus plan. i continued to try to get my device ************************ due to the issues with my device having nothing to do with the physical damage they can see. They kept saying i dropped it where i informed them i had a case on my device the entire time and that everyone drops their device that was not how my phones battery stopped holding a charge or the *** on the screen was damaged at the hinge. They continued to battle me about known issues with my model phone. The next generation of my device came out in August I have been upgrading since the flip 3 but due to being out of work and financial hardship and being out of work I haven't. unable to get proper customer service over the phone I was left to back and forth through phone and email for over a month with my device not getting ************************. I requested my device back and was told it would be sent in 24 to 48 hours. It did not. I called for a tracking number i was forwarded to the survey. I am a Samsung military member. My device was out for almost a month receiving no repairs.

  Customer response

  11/25/2024

  They took two weeks to finally send my device back and they did not confirm or verify my address. The address ended up getting my phone lost because it was incomplete, they keep opening cases but refuse to do anything. They sent it out November 7th returned unrepaired and it said to have arrived on Veterans day November 11th. I have called **** claims and have not gotten a response. Samsung has opened another claim to replace my phone the holiday is Thursday I can not call my mother who lives in ******. i am an only child she is a single mom. 

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had purchased headphones from them and had nothing but issues with them not working right I contacted the company and sent them in to be fixed then they claimed they fix them but I was still having the same issues so I sent them back in to be looked at again and now they are trying to tell me that there is water damage to the product and it voids the warranty but I tried calling and I told them that they are brand new I haven't even really worn them because they weren't working properly they have never ever been around any kind of water. And upon further investigation alot of people have had this exact same issue they had audio problems with brand new earbuds and when they sent them in to be fixed they said the same exact reason "water damage" to void the warranty and so people will be charged for repair! Just unfortunate that such a big company is doing this to people after they purchase a very expensive product.

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 3, 2023, I paid $312.85 for a repair service. The service was advertised as a "Screen Module Replacement," which included the replacement of the screen, bezel, and battery. I opted for this repair package, expecting that all three components (screen, bezel, and battery) would be replaced as part of the service. The phone was returned to me on May 13, 2023, with a new screen, bezel, and back cover. However, after using the phone for several months, I began to notice significant battery drainage, which I did not immediately attribute to the repair. By November 6, 2023, the battery life had become so poor that my phone would last only about 5 hours and would not charge to ? 100%.I contacted Samsung support on November 6, 2023, explaining the issue and reminding them that I had sent the phone for repair less than 6 months ago, with the understanding that a battery replacement was part of the service. Samsung support initially walked me through some battery settings, but when I asked for clarification, I was told that I would need to pay for a battery replacement for over $100. When I informed them that the battery replacement was supposed to be included in the service, I was told that the technician did not replace the battery and that I would need to pay again for the replacement.I escalated the issue to a supervisor, but after a 2.5-hour phone call, I was still told that I would have to pay for the replacement battery, as Samsung would not honor the previous repair service after 3 months. I was not seeking warranty coverage, but rather the completion of the service I already paid for. Despite my efforts, no resolution was reached, and I was simply told to pay again. Given that the battery replacement was part of the service I paid for, and considering the difficulty in verifying whether a battery has been replaced (as it is enclosed), I am requesting the completion of the service with the replacement of the battery at no additional cost.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Over the past 5 years , I have sent 3 different Samsung Z fold cell phones to be repaired under manufacturer's warrant. I have never used these devices until I had received a durable case fpr the phone and screen protectors. Each time I take pictures of the devices prior to shipping. The 1st time they claimed the phone had a damaged camera as well as the screen. The tried to cancel the warranty and send me bills over $400. Each time after going round and round and spending hours on the phone , they even put the technician on the phone and apologized for it being damaged in shipping when I trued to email the pictures. Now September 5th 2024 they received my Z Fold 5 phone that just needed the charging port repaired. The phone still charged but the cable would fall out sometimes. The phones original manufacturers warranty is good until November 24, 2024. Today September 6th, I received an email that the hinge and screen are damaged and it canceled my warranty and they want $624.00 for the repair. I have pictures of the device going into the prepaid postage mailer they had sent me via **** Each time I used excessive amounts of bubble wrap and packaging supplies. I finally went online and searched RSI in ****** Texas reviews, and my hunch was correct. There are tons of complaints just lime mine. I figured what are the chances of it just happening to me all 3 times in 6 years that I sent a perfect device with no physical damage whatsoever, and get the same response. The last time the said the device was severely damaged. I figured they must have mixed up my device with another that was also being repaired. I definitely believe this company doesn't want to do the cheaper warranty repairs that are inexpensive and would rather ***** up charges that equal a new device. Some have stated they never received their device back until filing a complaint. Any help would be greatly appreciated as I have teenage children who I instill in doing the right thing.This isn't fair

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  pre order cell phone on 7/13, phone launched on 7/25 which my new phone was delivered to my home on same day around 730pm. On 8/8 was at work on a zoom call around 11am when both screens went black, phone was still on could not make calls or receive calls due to both screens being black. went to my provider and due to it passing the date of return and exchanges had to go through the samsung warranty which i did. call warranty place from the provider location which i had end call due to business closing, they gave me all the information needed. on 8/9 call samsung warranty back and they said they were going to send me to there repair shop which was located 35 minutes away they setup appointment. repair shop had phone from 8/9-8/14 which they call me at work to tell me phone was unrepairable, i called samsung back they also called the repair shop which they *** said that i had to send my phone to samsung. i went to repair shop to pick up phone and print labels to return phone. phone was wrapped in bubble wrap to secure on 8/19 samsung email me to inform me that i had to pay for the repairs on my phone bc it was damage due to the screen that the repair shop was working on. i am trying to figure how and why i have to pay being that phone was brand new and i went to repair shop they sent me to. call warranty place back was transfer 36 times is a span of 4 days still waiting on a supervisor to call me bc still dont have phone. samsung is saying that they never told me to go to repair shop which i can provide ticket # when i had to send the phone back to samsung they close the 1st ticket and gave me another ticket which i also have. only thing i want is my phone fix and sent back to me working bc they still have it. phone has a serial # so they should be able to see everything that was done to my phone according to *** at samsung and the repair center they can pull up serial #. please help havent had a phone since 8/8 and i am getting no where. warranty is 1 full year

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