Samsung S21FE calls cut out and hang up

[ShazN]

I purchased a Samsung S21 FE in October 2022. From day 1 it was faulty with calls cutting out constantly and at times just randomly hangs up.

I have trouble shooted with Samsung via online chat and Samsung Members and phone calls and nothing works to fix the issue. 

They have now told me to post my phone to a repair centre as no repair centre in the regional town I live in.

I have told them several times that I am not sending my phone away as I use it for work purposes every day and cannot be without it for a day let alone a week or 2 or 4.

I have told them that this is an unreasonable request and the phone was obviously faulty from the beginning. I have ask them to replace it or refund me but they do anything to not do that. It is a faulty product. 

I am now in the process of making a formal complaint to the Office of Fair Trading.

[SamsungClaudette]

Hey @ShazN

Sorry to hear that you’ve been experiencing this issue. 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 analyzed, 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.

Kind Regards,

SamsungClaudette

[ShazN]

Hi Claudette
I have sent several error reports and had them analysed.
As I said I have done everything that has been asked of me to fix my phone but the phone is faulty.
I just want a refund. I don't want a replacement as the same problem may happen.
Cheers
Sharon

[SamsungClaudette]

Hey @ShazN 

I am sorry that you are have decided to do a refund.
If you could send an email through to members.au@samsung.com I will have this request escalated for you.

Subject Title: SamsungClaudette - (Your name) Requesting Refund  <----Please post this in the Email Subject as well as your community handle.

Customer name:

Email:

Trade ID/Care+ ID:

Customer complaint:

SO/Order Number:

Purchase location:

Kind regards,
SamsungClaudette

[ShazN]

Thank you Claudette.
I will follow your instructions.
Will I be refunded what I originally paid.
Cheers
Sharon

[ShazN]

Hi Claudette
I have sent the email today
Cheers
Sharon

[SamsungClaudette]

Hey @ShazN 

Thank you for informing me. I will escalate your email now and hopefully you get your refund soon. 

Kind Regards,

SamsungClaudette

[ShazN]

Hi Claudette
As Samsung refuses to refund me because my phone was faulty from day 1 I have made a formal complaint to the Office of Fair Trading
Sharon