I picked up a Samsung Care+ subscription for my S23 Ultra. Billing and activation went off without a hitch. Not long after, I'm taking some last day of school photos of my son, drop the phone on some gravel annnnd turns out its time for that screen repair claim. Okay, fine, ridiculous that it broke from this despite the case, but whatever. Boot up my PC and shoot off the claim.
So far I've waited 2 business days and have heard absolutely nothing. I filed the claim (which still hasn't updated to verified or initiated yet) then checked the details only to see the wrong date listed for "When did your device get damaged?" - it has a date listed for before I had coverage. Okay, annoying, but should be fixable with an email. Send off an email asking if I need to cancel and resubmit the claim.
Next day, notice the Escalate button, so I click that thinking that its best to sort out everything before things move along in the repair process. Turns out that just links to send an email to a different email address. Alright, fine, fire off a similar email explaining things.
I've still had absolutely no contact whatsoever from anyone. No update to my claim on the website or even a confirmation email. No sign that they received either of the emails that I've sent out. Nothing. Is this the typical Samsung Care+ Experience?? And don't even get me started on the 'Same Day' and '24/7' claims on the website.
Dealing with this over the phone is going to be a massive pain. Did I mention my screen is busted? Email or chat would be the best, but I can call if I have to. I won't have regular access to the phone I use to call during the week though and, call me crazy, but this whole situation doesn't strike me as something that's gonna be dealt with in a timely fashion at this point. Any tips on how to get some sort of response??
Possibly take your device to a Samsung service center if you are anywhere close to one and speak to somebody that just about has to answer back to you about getting it repaired
This is so typical of Samsung. I echo the calls to go directly to an experience store if you're close by one. If not...chat, call everyday. I'm sorry you're going through this but you chose your poison when you chose Samsung.
Thanks guys. I finally got an initial response from them after 2.5 days. We'll see how it goes. I expect to have to go to the store for the fix, I'm just looking to avoid multiple trips to one since its an hour away.
Where I live we don't have a Samsung experience store so thanks for the highlights of your experience! I will keep them in mind whenever this happens to me!
Just to keep things updated in case someone finds themselves in similar situation in the future, here's where things stand now. I didn't receive an email response to either of my emails, but I did receive an update on my ticket that allowed me to move on and schedule a repair for today.
I scheduled a Walk-In so I could get a same day fix and move on with life. I got to the store at 10am only to be told that they had no S23 Ultra screens in stock. None of the locations seemed to. Tried to place an order to get the part for next day delivery and they show as completely out of stock. Basically an hour drive to be told, start over and select mail-in repair.
So I'm basically back to square one, have to start a totally new request because they can't change the current one and once that finally gets processed and approved -again-, I'll have the pleasure of waiting another 7-10 days without my phone for the repair.
I can possibly avoid the wait as the tech said that I could also request a replacement for $99 rather than my $29 repair option, but I'm hesitant about that. I would get the new phone before having to send mine in, but I suspect that will get me a refurb not a new phone and mine is only a little over a month old. I don't want a beater phone with some polish to look new but with a crappy battery or some other hardware issue. Anyone have experience with replacements? Are they like virtually new quality?
Mostly a non-update. I started the new request after everything went sideways. It was approved much quicker this time and I mailed out asap. Then things got all Samsung weird again.
6/22: I got a received notice via text. 6/23: Early a.m. UPS delivered notice. Samsung.com Service tracking updated to received. 6/26: Samsung Care+ updated to received. Also received an email from them.
So 6/28, Samsung Care+ has the phone listed as received, but still just Claim Initiated not Claim In Progress yet. Samsung.com's Service tracker has the phone received for 4 days now and no estimated repair or return ship dates filled in (nor anything to see that its being worked on).
I'm at 13 days from the initial claim, 8 days since the failed repair appointment and resubmitted claim, with no light at the end of the tunnel yet. At this point just very thankful I had an old Note8 laying around unused. Hopeful this will be resolved within a month with no additional hiccups.
