I'm making this post out of pure frustration and desperation. This is the nightmare that Samsung and their customer service are putting me through.
In July 2017 I purchased a Samsung Galaxy 8+, at the time what I thought to be a great phone to switch to Samsung with. Little did I know this would become one of the worst mistakes I've ever made.
Last week, less than a year after I bought the phone, the charging port became completely fried. I usually plug in my phone to charge when I go to sleep and leave it on my bed close to my head. It was just a regular night and I did the same as usual, expect a few minutes after plugging in the phone I smelt a horrible burning, acrid smell. I went to check the phone and unplug it at first, however when I pulled the charging cord from the phone it was so intensely hot it hurt to touch and I dropped the phone off my bed, cracking the screen. I thought the problem was with the charging cord or type of charger, but I tried multiple different cables and chargers (including the ones from the box) and the results were always the same - after a few minutes the port would become searing hot and release a burning smell. Since this happened in the middle of the week (during which I'm working full-time) the phone was unusable as it couldn't charge until I went in to the Samsung Experience store on the weekend, 3 days later. Now you're probably thinking "Oh no problem, they'll just replace the phone, right?". You couldn't be more wrong.
I went to the store on Saturday. At first they informed me that since the screen was cracked (even though I mentioned it occurred after the defect, in fact was indirectly caused by it) I would have to go through Mobile Care, which I purchased for $200 CAD a year ago with the phone. This process would take about 5-7 business days and would cost me $130 as a service. They want me to pay $130 to fix their own defect?
After informing me of this they say I'll have to use a loaner phone and transfer the data from my S8+ to it, while my main phone goes through their system. They say they're out of S8+ loaners and give me an S5, which only has 16GB storage compared to my S8+ 64GB, which was almost full. So now they make me purchase a 64GB micro SD card for about $100 CAD, if I want to save the information on my phone, which included about a years worth of photos, messages, and all the contacts from my previous phones. (CONTINUED IN COMMENTS)
I understand your point and don't have a problem with the fact that a proven phone has a defect - that's just plain bad luck - but I do have issue with how Samsung customer service is handling it and treating a loyal customer. With this post I wanted to highlight just how poor their service is and how unreasonable their processes are, it's something all future customers should be aware of especially when purchasing their Mobile Care.
This could be a faculty charging port, you could have used a wireless charging pad, I find them to be a safer investment for charging your smartphone, I think one big mistake people make with plugging in their smartphones or devices is that, they always plug the block into the wall outlets first then plug in the charger cable to the phone after and that's wrong, that can create a surge and smoke the phone. I am sure Samsung will make things right for you.
Hey @lostojic, we are really sorry to hear about your experience with our product. I have forwarded your issue to customer support team for investigation. Thanks!
I had charging problems with my Samsung s7edge took Samsung almost 2months to fix my phone . I didn't have a working pc at the time and had to spend more money buying sd cards as the loaner was only 16gb . When i finally got it back i was told i should never use fast charging . Funny enough i had that fixed at some repair shop for $40 .Their customer service told me so many different conflicting things about my phone during the time they had it .A 3weeks after i was told it had been fixed and shipped back to me , a week later i hadn't gotten the phone and called them and was told its almost fully repaired. That went on for another while. Hope you find a less costly solution.
To be fair, this has also happened to other manufacturers. Apple etc. It might be prudent to start charging wirelessly at the bedside. so many variables including using non oem charger or cable etc can cause situations like the one mentioned.
"...charge when I go to sleep and leave it on my bed close to my head. It was just a regular night and I did the same as usual, expect a few minutes after plugging in the phone I smelt a horrible burning..."
