Samsung Electronics Co., Ltd. Informative - Samsung: Shoddy phones and Customer service
I'm highly disappointed with the customer support I received from Samsung on January 24, 2005. After three months , the battery in my cell phone (Samsung A560) stopped charging. When I called Samsung's customer support department, I was told that the problem could be my battery, charger, or charger port. I was instructed that in order to be further helped, I'd have to go into a Sprint store and ask them to test my phone on a different battery or charger to see if either were the problem.
Samsung's customer support representative led me to believe that this service was free of charge. However, when I brought my phone to the
Sprint store they refused to help me unless I paid a fee of $35. Furthermore, this fee includes Sprint support fixing any problem they found.
I paid the fee, because I was left no choice. The Samsung representative I spoke with told me that he was unable to help me unless I had the problem diagnosed by Sprint, and the only way to get Sprint to test the phone was to pay a fee. In retrospect,I am certain that Samsung, who produces so many of Sprint's phones must be aware that Sprint does not provide this service free of charge.
I later emailed customer service and asked Samsung to reimburse me either the cost of the phone's repair or the cost of the phone. I was sent a computer generated response on the 30th of January telling me to expect a call from customer service within 1-3 days. After waiting until the 9th of February, I gave them a call.
After being transferred to a supervisor, I was told that I could not get a refund from them since they didn't personally sell me the phone. Furthermore, I was told that I could have had the phone both diagnosed and fixed had I sent it in to Samsung (an option I was not given when I initially called). Even had this been presented to me, I don't feel that it is fair of them to confiscate my phone (my only phone) for the 2-4 weeks it would take to resolve a problem with their manufacturing. I feel that Samsung led me into a situation where I had no choice but to pay to have another company fix my phone. Therefore, I deserve to be financially reimbursed since Samsung failed to honor the warranty on a faulty product