Complaints

• Initial Complaint

  04/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My son bought me a cell phone through the Samsung store on Amazon. It is a high end Samsung Galaxy S22 Ultra. Kraymerica was the seller, and we’ve had nothing but problems from the start. It didn’t arrive on the anticipated/ETA date, so we were overseas when it came. We set it up when we got back and immediately had errors related to the S-pen. The next day I began getting errors saying I wasn’t registered to a network, calls dropping, data unavailable, etc. I thought it was a fluke but it kept up. I did all of the troubleshooting tips I could find, then went to my carrier who changed me to the e-SIM, but that didn’t help either. I finally contacted Samsung who sent me to a local authorized Samsung repair place. They thought we got the phone used or had had it repaired before, saying the phone had been opened before. I insisted it was new in the box. They said it might be a bulging battery, but they also didn’t think the S-pen was a Samsung one. They said they’d check it, but later called me saying something about the binary not being consistent with any Samsung phone and that they couldn’t fix it, but to contact the seller. We contacted Amazon, and when they learned what had happened they said we’d get a refund to the original form of payment and return instructions. Instead, Kraymerica lashed out saying we were too late and couldn’t have a refund. After a number of back and forth interactions they said to get on Amazon and return as defective and we’d get a refund. That is what we had already done and it wasn’t clear how to do it again, so we reached out to Amazon again. They said they’d get in touch with the seller again and we should hear back within a couple of days. It’s been a couple of weeks and they haven’t responded. At this point I feel like Kraymerica is a disreputable company that either sold my son a defective or counterfeit product. The phone was over $800. They are in the same state as us, so I will likely report to the attorney general as well.

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