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??
Progress! My ticket finally updated to say the repair is complete! This has taken a crazy amount of time and effort, but it seems to finally be in the home stretch.
Original Problem: POWER - POWER - NO POWER AFTER UPGRADE
Problem found: TOUCHPAD DAMAGED - ABUSE
Solution: REPLACED LCD
The repair raises its own questions yet again, but I guess I'll just inspect things once it arrives. For starters, there was no power issue, that's totally fabricated. The touchpad was still completely functional and responsive. And last I checked the S23 Ultra was OLED not LCD. At least I have a tracking number though, so hopefully I should have my phone back in just under a month from the incident.
I hope this whole experience helps educate some other people's choices down the line or at least put people at ease with the timeline if they're getting a bit antsy while waiting on their own repairs. I'll update one last time when the phone arrives to document its condition & the final timeline.
And so it ends, 5 Days short of a month later. Phone is back and working flawlessly, though not without yet another incident. Despite putting my phone into "Maintenance Mode", which Samsung helpfully says should be used "if you need to send it for a repair service." They felt the need to factory reset the device. I almost don't even care at this point. I'll take the win. Best of luck to anyone else following in my footsteps.
