‎Help with support | Samsung SEAO Community

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Santoch

Active Level 3

last edited

Monday, June 26th, 2023 01:03 AM

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Keen to know other customers view on this. So my phone's inside screen is dead and when contacted customer support they asked me to go to the service center which is 50KM away. The service center said they need to keep the phone for 5 days and can't even provide a loan phone. My work is 80% reliant on calls and I have no spare phones. They're not offering a replacement either. I have been going back and forth with service center and customer support without any help.

I have been a Samsung customer since the inception of mobile phones. This makes me re-think. Its a fold 4 bought less than a year ago.

Appreciate any suggestions. @Samsungnz

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Santoch
Active Level 3
Monday, June 26th, 2023 04:11 AM

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Support
Thanks for your response. And I couldn't agree more. The worst part is that this center is over 50 km away from where I live, and I was there just to get this feedback and turn back. I couldn't leave my phone there because I wouldn't even know how to come back home without the help of the google Maps. I tried ringing them over 10 times this morning, but no one answered. They closed all the Samsung stores, and we only have this one store where they don't care about You or Samsung. Honestly wasn't the experience I expected out of such a big brand. I don't like switching phones because of the amount of effort it takes to get all your data sorted on new phone and usually upgrades the phone every 2 years. Anyway at least I am glad this happened before my warranty runs out.
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Santoch
Active Level 3
Monday, June 26th, 2023 04:26 AM

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Support
Yep lesson learned, never buying anything directly from them.
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Samsung_Ruby
Community Manager
Monday, June 26th, 2023 09:31 PM

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Support
Hi Santoch,

I've talked to one of our case managers, and unfortunately we do not have any loan phones available at the moment. If you could please send me a message with provide proof of purchase and evidence of the fault you are experiencing with your unit and I will pass it on to one of our case managers to review this case.

Thanks!

Ruby
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Santoch
Active Level 3
Monday, June 26th, 2023 09:44 PM

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Support
It is not allowing me to directly message you. Not sure how can I show you the evidence of the fault. The inside screen is dead when I open the phone, only external screen works and that works without any issues. If I open the screen, then the phone freezes and even the external screen goes black and then it only comes up after a force reboot. Also the rear camera isn't working either. The front camera comes up, when I tried to switch to rear camera, the camera system freezes and comes up with a message camera error or something like that. There have been a couple of instances where when I am on call I can only hear the other person when I use the speakers. Please send me a direct message and I can share the proof of purchase. PS it is fold 4 which was released in August 2023 so yes it is within 12 months so should be under warranty. Cheers,
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Dreamvalentin
Active Level 6
Monday, June 26th, 2023 05:13 PM

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Support
Hope Samsung CJ or Samsung Ruby will see that post and contact with you. I don't have that experience but if I have questions I email the Samsung service and the back to me reasonable fast. Try to mail via Samsung website. Good luck 🤞
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Help with support

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