I've been using iphone for almost 14 years but I was attracted by FOLD 5 ads so i made order online on 1 aug and received my device on 9 aug under trade in program. however, i suffered screen quality issues I made appt with Samsung Sydney george st offical store on 14 aug, the staff send my device to Parramatta icure repair centre to solve the issue. then yesterday 15 aug icure store staff contacted me and gave me two options. change fold screen or escalated my case to case manager it takes 24-48 hours to contact me because this is new phone still under 7 / 14 / 28 days new phone policy. my device still in icure and im still using my trade in old iphone on hand.
This morning i called customer service centre. the customer centre staff asked me many questions and made many notes then i thought she can help me immediately but actually not, she only keep notes thats it. still need to wait for case manager to get in touch with. theorically it takes 24-48 hours but it sounds really hopeless.
Why this is too complicated? It seems like three different departments "helping" me to solve the simple issue and it takes thousand years to get in touch with. why dont samsung just like apple to solve everything in the store as simple as possible. it wastes both parties' time and labour costs and waste my exciting phone switch attitude etc.
at the moment i still waiting for samsumg case manager to contact me, i dont know how long it takes to get in touch with. my trade in phone suppose to send it back to samsung today its due today but my samsung new device still holding by icure repair centre.
I feel really bad about purchasing samung it is my fault, im thinking get my quality issue device back from icure repair centre and sell it privately with cheaper price and then buy a new iphone. very complicated process, very long time to wait, very sad about my new device!
