Really terrible experience so far...

[FrostyProfessor]

I am just writing this because I figured I would share my experience so far with my Samsung S24 ultra....

I bought it around a month ago during the pre-release and waited for it to ship on the 7th. Received it on the 8th. Unfortunately I received a broken phone. The fedex box actually looked fine albeit it was 3x too big for the phone and the only packing material was 2 pieces of paper on the top meaning the phone had ample room to bounce around as much as it wanted.

Contacted customer service the very same day I opened it. I had no idea the phone was broken from the outside appearance of the packing though. I did coincidentally take pics cause I was bragging to my friend about it and so I had lots of photos. The back glass had a small chip in it. Not huge. But if this was a trade-in guaranteed Samsung wouldn't give me my money so essentially the value of the phone they sent me was $0.

The customer service person on initial contact was nice although it took getting transferred 3 times before I finally got a resolution that "maybe" I could get a replacement but it would take 3-5 business days to get a response with their verdict.

That passed now. No email or anything. I contacted them again. Got a ticket number but no other help. Contacted the support again and asked why I was not being emailed. They said they could file a ticket to see why the first "team" did not email me but that would take 3-4 business days. They also asked for more pictures so I gave them a bunch of pics.

So basically I am just in this infinite loop of waiting for "team 2" to figure out why "team 1" did not email me and upon "team 2" figuring out why "team 1" did not email me then "team 1" will email me and it will take an additional 4-5 business on top of the 4-5 plus the 3-4 I am already set up in a queue for.... Obviously none of these "teams" really exist it's just a way to give a run around to customers to time them out of the return window and warranty period most likely. I am pretty convinced I will not be getting my S24U replaced, and if I do out of some miracle happen to get it replaced, it will probably take 12+ months I am sure.

In summary I am fully convinced this is an overly elaborate way for Samsung to steal my money but they just need a legal way to do it of course. I don't really have any questions or anything here. Just figured I would share my experience with buying from Samsung online and give a good warning to others.

Personally, I think this will be the last Samsung product I ever buy. I really really regret buying this phone tbh. I love using DeX and I use my phone as basically my desktop but this just isn't worth it. I'm about to lose 2 thousand dollars in an extremely slow train wreck.....

[Anderson199214]

Too many people are ordering 🙄 Samsung is very popular

[FrostyProfessor]

It took 1-day to ship it to me yet it will take several months for them to replace the broken phone they shipped to me?? They are obviously capable of rushing things they are CHOOSING not to in this instance because they don't want to admit they made a mistake.

[Anderson199214]

Try to call them and explain to them the situation

[FrostyProfessor]

Every time I contact them they just tack on extra business days to their expected response.... I am up to 8 business days now because I contacted them 3 times. I tried to wait out the first 5 business days but was never emailed so I contacted them again but that just added another 3-4 business days.... They penalize you for contacting them more often.

[Anderson199214]

OK then just leave it the way it is
Try to find a repaired center
Like mobile klinik they authorized by Samsung

[FrostyProfessor]

How is it right that they ship me a broken phone and then I have to pay to get the back glass repaired?? Worst part is I am tied into the affirm financing for a 1yr period so if I don't pay it will nuke my credit rating. They also sent me an email expecting me to send them my s21+ and I haven't even received a new s24u yet. I use this phone as my main computer essentially if I send my phone I will have nothing...
This has honestly just been a nightmare experience. I own so much random Samsung stuff too and never thought of them as such a bad company but this experience has just ruined everything....

[Anderson199214]

I understand you
Go to mobile klinik and explain to them the situation

[RedDogRabbit]

Mobile Klinik is for repairs.. This person needs Samsung to REPLACE the device with a new one.. Whether it's Samsung or the Courier, ie: FedEx, who pays for the new phone, is immaterial... Samsung & FedEx can figure that out, but it's not the customer's problem. 

[Anderson199214]

I understand