Thanks for reaching out. I suggest sending an error report within 2-3 minutes of the issue occurring for this to be investigated by our research and development team. Error reports assist with identifying any deviations in your device performance. Once analysed, our team will get back to you with a response to advise further steps.
To send an error report: Samsung Members app > Support > Error reports > select issue category > Describe issue and frequency > Tick ‘Send system log data’ > ‘Send’ in top right.
I have sent many error reports and emailed and talked to you lot but you won't listen. All I get are these formula platitudes. You don't really want to help, just hope I'll go away to leave room for all the people who want to praise Samsung. I was told by you 'customer care' representative that if I got my phone to the service agent today, before midday, then a 'case manager' would be able to notify me as to whether or not Samsung Australia would either replace the battery if that was the cause of the problem, or replace the phone, or refund the purchase price, by the end of the day, This Day that is. It is now 6pm and I have had no such communication. Should I hold out any hope of 'customer service' or just get another standard excuse from Hayden or Jayden or Claudette thanking me for 'reaching out ' ???
Following this comment I got a call from Samsung, they assured me that if I got the phone to the service agent immediately it would be expedited for immediate assessment. I did that, hand the phone in within an hour of the conversation, only to be told that it would take up to a week!!!!! Now I have to run my business on an old S7 which has to be recharged many times a day!!! Not happy.
With the level of support, I got from Samsung I sent my pone for repair been waiting for it last 3 weeks now. Hope this is not the case for you. Every week I get told this week & now that I am chasing them every day they tell me tomorrow since this week.
Switch back to iPhone I think. that is why people trust Apple care and not Samsung care.
It's crazy, if I have to wait that long I will just have to bite the bullet and buy a new phone. I can't rely on the failing battery of this old S7, which is why I replaced it in the first place. It's not like I'm fronting up with a cracked or scratched old phone trying to get an update for free. This is in perfect condition, it just doesn't work! What's the point of offering a warranty if they have no intention of honoring it. Hope you get some resolution on yours soon.
