Samsung Repair issue

soullessfire

Hi all,

Basically I had some issues with an official samsung repair centre recently. As of yesterday they have taken my phone back for repair. What I'm really interested in is a second opinion. Do I continue to complain or am I honestly better shutting my gob and saving myself a headache?

I recently dropped my new Galaxy S7 phone and despite no outward damage, the AMOLED layer cracked in the display. I did the usual rounds to find someone to fix it and Samsung worked out cheaper than most at £140. I've read a fair bit on the phone being difficult to repair so I expected a big bill and since it was my fault I just had to swallow it since the phone was unusable without a screen.

The company were great to begin with, and even rushed the job through since I'd travelled a fair distance to get there. They asked me to come back about 4PM that say (Sat 28th May) and when I got it back the phone was running again, so I wrapped it up and put it safe in my pocket.

Once on the train home, I got it out to look and slowly realised several things were wrong:
- The screen had a slight purple hue in the top right, evidence of a cracked AMOLED layer again, this slowly spread across the screen over the next 24 hours, once again rendering it unusable.
- The screen had several areas where touch would only register sometimes. Long pressing didn't work and so on. I couldn't even move icons around the screen or scroll.
- The back of the S7 has a glass etched with your IMEI number and S/N. This had been replaced by a generic Samsung branded one. (more on this in a bit)
- The seal around the front glass panel was pretty much missing, the top half of the glass I could get my thumb nail behind the edges. The phone is meant to be waterproof so they had obviously not completed resealing it after the repair.

I was pretty annoyed and posted the images I took as proof on twitter to the Samsung account. Online support really wasn't interested and basically told me to contact the shop. We backwarded and forwarded a bit but their comments didn't really help me so I left it.

I went to the shop on Tuesday (31st May) after the bank holiday. I'd taken an unpaid day off work to sort it in person rather than messing about, so that involved getting a train since I don't drive. To be honest I was shocked at how little anyone seemed bothered. I didn't even get to explain what was wrong before they took the phone off me and began processing it as a repair. Not even a "sorry this happened, lets get you sorted". Really felt like they thought I was being unreasonable even bringing it back.

I asked about the replaced back glass plate too and was told that sometimes the removal process causes damage so they had to replace it. I was a bit miffed since the etched glass can't be redone - it's a manufacture only thing apparently so I feel a bit annoyed that this wasn't even mentioned to me before the repair. It's a minor thing I guess but it really does annoy me.

Anyhow, I went to a local cafe to wait for a couple of hours until it would be done and I got a call saying they had no tape to hold the screen in place and that they would need me to come back the following day. I wasn't happy about this since I'd taken the day off work to sort it and had to already pay for tickets to get there, nevermind another set of tickets to come back another day. After a terse exchange I finally gave in, no point berating the guy - if they were out of parts then I'd have to come back.

So the current status is that the phone is in for repairs. Hopefuly this time It will be sorted correctly.

I'm just not happy about the whole thing though. It shouldn't have happened in the first place and they certainly could have done more to help me during the process. I'm still feeling really annoyed about the utter lack of interest they had in dealing with me in the shop. My inner whiny voice thinks I should complain to someone higher up at Samsung. At the very least the customer support I got was abysmal and I feel like if I don't complain then how will it ever get better.

The more lazy side of me realises I'd likely get nothing out of doing so. Samsung obviously don't give a you know what. I shouldn't have to go out of pocket travelling back and forward to a repair centre when it's their fault but I know fine well I'll not have anyone offer.

So my question is what should I do. Do I do the right thing and complain until someone takes heed or do I cut my losses and simply never buy anything off them again?

JJ_Egan

You complain about the original repair in writing .
#Short brief listing of the problems they don't need to know you cannot drive or the train or cafe .
Also list your out of pocket expenses .

Cindy12

Yes everything has to be done in writing and what I found it was still a waste of time. I think I did get £200 back after a year of persistence.
I sold the phone and would never buy another phone off them again. This was all done without any help from my orange shop.
WHY OH WHY are there so many firms out there waiting to conn people ????????