Samsung

Samsung Samsung Telecom Warranty Repair a Complete Joke Internet, Texas

8th of Nov, 2010 by User967906

I purchased a Samsung Fascinate Android based mobile phone a little over a month ago. The phone worked flawlessly and did exactly as I expected it to. However, one evening my phone developed a problem where it would see a USB cable being plugged in and unplugged over and over again, when there was no cable being connected or disconnected. I tested several micro usb cables and came to the conclusion that the micro usb port was shorting out.

I registered my phone on the Samsung support website and proceeded to TRY and file a repair ticket, this was unsuccessful and after several tries with different browsers (Chrome, IE, Firefox) I gave up and called their toll free line. I spoke with a nice representative who was clear enough to understand and explained my problem. I explained several times that I could SEE that the port was loose, and would only make contact and charge if the cable was moved a little bit. I also explained that at random times, the phone goes into a loop where it sees the cable being connected and disconnected. I explained that I did a factory reset on the device, this did not resolve the issue, as it is hardware related. The support representative informed me that the phone would be repaired as long as there was no abuse detected. I asked about the water damage indicators (what color would show if water damage because I was unsure), I was told that the red X's I was seeing on my device indicated water damage. To make a long story short, this was NOT the case, the stickers show red X's when dry and a pink/red "blob" when it has been damaged by water. So after this, I get my shipping label from Samsung and ship the phone to them for repair with a handwritten note with a description of the problem and what I determined/thought was the cause.

It takes about a week, and I am informed by email that the device has been repaired and being shipped back to me. Please see the note below that I received in my email :

Original Problem:
Technical Inquiry
Internal Menu
Software Reflash - FOC/No Problem found:
LOCK UP DURING OPERATION (SW)
SW,PRL,OTSL RESET Solution:
Passed All Functional Testing

As you can see, the problem found was a lockup (not true, the device was NOT locking up at any time) and a software reflash was issued, then the device was tested and was being returned. I called the Samsung support line and spoke with another representative who assured me that the phone was repaired, that their testing methods were an "ALL or NOTHING" process. I explained that because the issue was hardware related, the phone was NOT fixed and was being sent back to be in the same condition that I sent it in with.

Fast forward to 11/5/2010, UPS delivers the package from Samsung and I open it, install the memory card and battery and boot the device. It boots just fine, I plug in the Samsung supplied micro usb cable and the SAME problem exists. The device doesn't even charge unless you move the cable to the right or left. I tried another cable, same issue.

I call Samsung support again, who this time doesn't listen to a word I have said and proceeds to tell me I must send it back again and it will be repaired. I ask to speak to a manager, and after 5 minutes I am transfered. This is where I spend 45 minutes on hold and my call is never answered.

At this point I give up and call Verizon, who is kind enough to set me up with their normal repair process (even though it was purchased from another store). Verizon overnights a new phone to me free of charge and everything is now working.

Samsung - Why offer a warranty when you refuse to repair and properly test the repair? One of your flagship devices (Samsung Galaxy S Fascinate) broke in a little over a month and you now require me to at LEAST be down two weeks for a repair process that didn't work. I WAS a fan of Samsung products, but with a warranty process like this, why should I or ANYONE buy your products?

To say I am angry with the complete waste of my time doesn't even go far enough to describe it. Samsung, apparently you just don't care about the warranty process anymore. Seems to be you get your money and run. How sad.

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