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Galaxy S6 Edge/Edge Plus
- Thread starter The Game 161
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Did they actually do anything? Did you notice any improvements? I suspect they have no idea how to fix but because they do not want to give you a new phone they just send it back hoping for the best. It probably costs more for Samsung paying these monkeys that to replace with a new phone.
I would be taking it further than just sending it back for a third time. Ive had similar rubbish customer service from both Samsung and Sony which is why I only buy their phones at max 60% of their release price. It helps keep my expectations low.
I would be taking it further than just sending it back for a third time. Ive had similar rubbish customer service from both Samsung and Sony which is why I only buy their phones at max 60% of their release price. It helps keep my expectations low.
I've officially raised it to their complaints department. They are being worse than useless tbh. It's actually really turning me off the company - simply because I wouldn't want to go through this ever again.
The last repair, "the in depth soak test" can you guess how long they tested the device for ?
Couple of hours ?
A day ?
.........
1 min 32 seconds !!!! Is how long it took to run their in-depth test. The results came back with the device.
The 'charging' test simply involves plugging in the charger and seeing if it looks like its charging .... They don't even charge it to full and test things like overheating ....
It's considerably shocking treatment from a 'premium' manufacturer.
I am at the end of my tether with them. Had to send it back myself today at my own expense as it took 5 days for them to arrange a courier to collect it last time. They're a complete omnishambles.
If it comes back same next week - and I suspect it will - I am planning on going on National Radio about it. You shouldn't have to do that to get a working device.
They did nothing. The re-flasshed software and did the 1min 30 in-depth test. Then stuck in in a box and sent it back.
They must have had the device on power for like 5 mins. They didn't even do a full battery charge and run the device on a loop for a while to see if its overheating or such.
With such small amount of time spent on the device its no surprise they couldn't find a fault.
It's embarrassingly poor service.
I can't sell it - if it's faulty
I want it repaired or replaced so I can sell it on. It cost me €900 !! I wan't to recoup some of that. Even if its only a pittance ...
That's pretty much your only bet at this point in an effort to maybe get your phone repaired. The customer service aspect is a huge selling point for Apple devices, any time I make a brief stop at the Apple Store I'm amazed at the amount of hardware exchanges and repairs Apple processes in store. I literally watch people come in and sit down with their broken device, the Apple employee asks them a few questions and poof they get an exchange or they are told to come back later to pick up their phone.
I have an old iPhone 3GS sitting in my drawer for the past couple years and recently the battery swelled up into a balloon and completely destroyed the phone, I went to the Apple Store and they offered me $100 off the purchase of a new iPhone since that old one is out of warranty. Although I never went through with the process, it just goes to show the distance Apple will go to keep customers happy.
Although my experience with Samsung has not been remotely bad, I had battery and overheating issues with my S5 and it was sorted in a matter of a few hours. I took the device to the Samsung service center, they asked what was wrong with it and then backed up my phone and told me to come back in 2-3 hours. When I came back they told me they replaced two internal chips and gave me a brand new battery as well as flashed the software once again. All in all I was happy with the experience but it seems I'm more of the exception than the rule.
Its just really pathetic that I have to invest so much time & energy to get them to replace / repair something. I had read bad reports from other users here about the service centre and Samsung customer service but had never thought it was as atrocious as this.
Ok ... getting somewhere.
I PUBLICLY SHAMED them on their Facebook page. Posted the videos. Posted the whole story and the run-around ...
30 minutes later I get a call from Samsung. They will replace the phone if it comes back from the repair centre still faulty They gave me a name and number to ring to get back to them when it comes back and they will sort it for me.
WHY does it take such dramatic actions to get something that should have been offered from the start ?
I PUBLICLY SHAMED them on their Facebook page. Posted the videos. Posted the whole story and the run-around ...
30 minutes later I get a call from Samsung. They will replace the phone if it comes back from the repair centre still faulty They gave me a name and number to ring to get back to them when it comes back and they will sort it for me.
WHY does it take such dramatic actions to get something that should have been offered from the start ?
Good for you!!! Some compaines just have strict customer care policies which sucks for the customer, cause employee's hands are tied unless higher ups are involved.
If Samsung wants to have the level of branding that Apple has when it comes to mobile devices, they better work on their customer care.
This thread is what is keeping me from getting an Edge+ honestly. It's the poor customer service.
Samsung is a multi-billion dollar company. They can't afford to just swap out the phone in place of a new one for the sake of customer service?
I'll just stick with my iPhone 6 Plus.
Samsung is a multi-billion dollar company. They can't afford to just swap out the phone in place of a new one for the sake of customer service?
I'll just stick with my iPhone 6 Plus.
The lack of companies with decent customer service annoys me. I don't really see how Samsung can expect to be more successful than Apple if they just ignore customer service.
Customer service experience for me leaves a lot to be desired. But it depends where you are others in other territories report good support. But yeah for me it's been atrocious.
I still love the Edge + but this experience has made me think about whether I'd buy another Samsung product in the future just in case I had to go through the rigmarole again.
Well, Samsung made me an offer I couldn't refuse and I ended up getting an S6 Edge+ today. They make all my payments for the next 3 months and I get a free Samsung Wireless charger. If I don't like the phone at the end of those 3 months, I'll sell it. Still have my Moto X to fall back on.
I still hate Touchwiz. The phone is pretty nice though. Gotta say it is def premium in the looks and feel department.
I still hate Touchwiz. The phone is pretty nice though. Gotta say it is def premium in the looks and feel department.
Wow that sucks MRU, glad to hear it should work out. Reminds me of my nightmare with Samsung and a big part of the reason I fled back to the iPhone. Gadgets, design and gimmicks are all well and good, but these other companies miss something a bit more subtle, that feeling of security if something happens to your phone. Not to add the convenience of not having to mail anything and deal with someone face to face.
If Samsung would take just a small portion of it's investment into wowing the customer with new features and design and invest it into the actual customer experience I'll bet they would sell many more phones. Things like "lag" which whether it's true or not is just a negative label that I'm aghast that Samsung hasn't squashed full force by fixing it.
If Samsung would take just a small portion of it's investment into wowing the customer with new features and design and invest it into the actual customer experience I'll bet they would sell many more phones. Things like "lag" which whether it's true or not is just a negative label that I'm aghast that Samsung hasn't squashed full force by fixing it.