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The Samsung Galaxy S24 / Ultra
- Thread starter Tulani
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Have you tried rebooting it… holding power+volume down for 7 seconds to reboot?
Oh yeah, tried all of that. I used to Root and ROM my phones back in the day, pretty familiar with troubleshooting smartphones. I also build my own custom gaming PC rigs. I am fairly good at tech support stuff.
But nothing is working.
That‘s unfortunate. You seemed very enthusiastic about the experience thus far…. and situations like this can leave a bad taste going forward.
Hopefully it gets resolved swiftly!
Spent an hour text chatting with customer support, went nowhere. Then they sent me to warranty for half hour, they couldn't help either . Now they sending me to another department, where I'm still waiting for this chat to start, it's been 15 minutes.... While all this time they said just purchase a new phone, pay in full upfront now, and then once they get the old phone back and review it, will credit me the money in a few weeks.
Ugh no, hard pass on that option.
Ugh no, hard pass on that option.
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Isn't it just a temporary auth like Apple does with express replacements? Sucks man, sorry you have to deal with BS.
And now his phone won't turn on. Lol. I for one, would have never guessed in a million years, he was going to report any major issues with his "Scamsung/Scumsung" phone. I couldn't have imagined he was going report a bad experience equal to a cheap no name knockoff. Lol
Last 2 chats they just left the chat room, and the chat box went empty. They keep switching me to different support people or warranty people, I'll chat with them for 15 or 20 minutes, they say wait...then the window erases and another person comes on "hello how can I assist you" ugh, then I need to start over.
All I am asking for is a replacement phone, and of course I will mail back the bad phone on Monday via FedEx. But they insist I pay in full for the new one first, then they will credit me back in full once they receive and review the bad phone. Oh and get this, for the inconvenience will give ma $25 gift card. WTF
The shocking this, last night I LOVED this S24 Ultra, it really surprised me in a great way. It was going to be a keeper, I admit OneUI 6.1 is fantastic, and the phone itself beautifully designed, and very fast, and smooth.
But then this morning that all changed. A dead phone not turning on. super strange. Literally I've owned like 30 smartphones over the years, never once did a brand new phone just not turn on and die on me overnight while just sitting on my desk with 90% battery left.
Samsung customer support has been a total disaster and pissing me off, to the point I might not ever buy another Samsung product again.
Oh for sure, it would infuriate me too. I recall Google doing the same thing with one of my old Pixels, but it was just a hold to make sure the funds exist. I did advanced RMA with EVGA (may they RIP) graphics cards, same deal, they charged for the replacement card and refunded when they received the defective one. I think this is pretty standard practice, no?
You should hit up Samsung Members… in get touch with an Ambassador, they are good with helping users out.
That’s what I did awhile back when an update bricked my Watch… went to the Samsung Members app, because calling or chatting with Samsung Support lead nowhere.
Is that an app on the Play Store?
LOL my luck, it can only install on Samsung phones, not a Pixel, so can't install it on a dead S24U
Umm.. go through the website, if you can’t use the app. And I chatted with some moderator… not sure if they are called Ambassadors.
I am chatting with someone now, but it's my 5th person, I keep getting redirected elsewhere.
I am so mad and upset right now, I just want my brand new phone to work. How is it just dead overnight? It worked perfect last night, and I was really enjoying the S24 Ultra, then wake up to it just being dead. WTF?
I am so mad and upset right now, I just want my brand new phone to work. How is it just dead overnight? It worked perfect last night, and I was really enjoying the S24 Ultra, then wake up to it just being dead. WTF?
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Samsungs customer support is terrible. No where near as good as Apple’s. Rather than the online chat, I would call them instead, the online chat is infuriating.
My apologies… in my situation. I emailed some moderator and they helped resolve the matter (no chat involved). It took 3 or 4 email exchanges to get it handled.
I was able to send them my bricked Watch and they fixed it (took under a week). Because when I contacted Samsung Support, they wanted to charge some type of fee or place a hold on my card before I even tried to send my defective watch.
5th customer support person, who said they were a manager;
" Unfortunately we do not have an option to replace the device. However, you can return the phone as the device is still within the return window, and get a refund after it's been inspected to be defective. And we will be happy to assist you in purchasing a new Galaxy phone, we can offer you a 5% discount if you pay for it today. Thank you. "
Uh, no!!!!
" Unfortunately we do not have an option to replace the device. However, you can return the phone as the device is still within the return window, and get a refund after it's been inspected to be defective. And we will be happy to assist you in purchasing a new Galaxy phone, we can offer you a 5% discount if you pay for it today. Thank you. "
Uh, no!!!!
Sorry to hear that, Tig.
It’s moments like this when Apple Support would shine.
It’s moments like this when Apple Support would shine.
So I actually just called the 1-855 number that took forever just to get a hold of someone having to give my order number and detail several different times to different people before I could actually get a live person to discuss my issue.
After all that, there's nothing they could do unless I pay for a brand new second phone up front. Right now they have to wait to receive my old defective unit back review and inspect it and once that's approved then they could chip out another phone but they said I would just have to reorder again so I will get a refund after it's been inspected and then I have to place a new order from scratch.
Ok, thanks Samsung, I will never purchase anything from them again.
After all that, there's nothing they could do unless I pay for a brand new second phone up front. Right now they have to wait to receive my old defective unit back review and inspect it and once that's approved then they could chip out another phone but they said I would just have to reorder again so I will get a refund after it's been inspected and then I have to place a new order from scratch.
Ok, thanks Samsung, I will never purchase anything from them again.
That is poor customer service! So are you going to send it back and get your refund and leave it at that? I can’t say i blame you.
Honestly, Apple does the same: You have to purchase the replacement device before being able to go through with the replacement. I think it's standard practice.
Hopefully your new phone will be better. Lemons happen.
That's exactly my plan. I will box it up and send it via FedEx Monday morning while at work because we have a FedEx office right nearby.
And there's zero chance on buying another Samsung product ever again. And the funny thing is I actually really liked the s24 Ultra. It surprised and shocked me in a very positive way. It's an excellent phone. One of the best Android phones ever.
But that customer support was so horrible and they were saying everything possible to not help me to say hey, buy a second phone and then return the other one and eventually you'll get a refund after we inspect it.
No way. I'm not spending almost $3,000 on two phones and maybe in a month I'll get $1,500 back. I'm done with Samsung.
I kicked myself for not buying an unlocked phone directly at the Best Buy store that way. If there's an issue I could just walk right in and show it to them and get a refund or exchange right on the spot.
Typically when buying expensive electronics, I prefer to go locally to a store if at all possible because of potential situations like this.
If I bought the s24 ultra directly at Best Buy, I could have walked in there this morning with a defective unit. Showed it to them in exchange it for a brand new one right on the spot and I would be having a new phone again today.
Oh well, lesson learned.
Typically when buying expensive electronics, I prefer to go locally to a store if at all possible because of potential situations like this.
If I bought the s24 ultra directly at Best Buy, I could have walked in there this morning with a defective unit. Showed it to them in exchange it for a brand new one right on the spot and I would be having a new phone again today.
Oh well, lesson learned.
I have purchased many things (15 at least) from Samsung and have not had a bad experience, yet. Many times, I have used support and they've always been helpful. All of my trade-ins (11) have been accepted as the way I said they were. I'm sorry but this seems suspicious (I know forum members will vilify me). Another forum member recommended you not get the Ultra and you did anyway. It just doesn't seem legit.