Samsung Care + and delay in parts

[jchana5]

I have Care + and need repairs on my Fold 4.  I spoke with an online customer rep that suggested to take the phone to a local Samsung store for repair.  When I arrived at the Samsung store, the customer rep was annoyed that the online rep had sent me to the store without any incident number.  She was kind and still took all my information and looked at the phone.  They said that they needed to order the parts and it should be in the store in 3 weeks.  This was on 06/29/2023.   After 4 weeks, I tried calling the store numerous times and it took about 5 days for someone to finally pick up the phone.  The person was friendly and explained they've been extremely busy because of the Fold 5 and Flip 5 launch.   He looked into my file and said only  1 part had come in and are waiting on the other 2.  He also informed me that they are having trouble with parts as their is a delay and shortage in parts.  He suggested to send my phone into Samsung Care + as they might be able to find a resolution faster than they can at the store.

Fast forward, Samsung Care + received my phone on 08/08/23 and they were supposed to receive my parts on 08/23/23.  Today is 08/25/23 and when I called Care +, they told me the same information that I already know, there is a global shortage on parts.  The part I find frustrating is that the person said because we've only had your phone for 2 and half weeks, we are still going to wait on the parts until it goes into the review process.  I have been waiting on parts for 2 months now.  I understand the delay in parts, I understand the shortage in parts, but what I don't understand is how it has been 2 months and I still need to wait more time for a review process?  There has to be a better way.

Also, when I was on the phone with the Samsung Care + rep to send my phone for repair, the rep said that I would be able to go to a Samsung store and get a loner phone, if available.  I drove to 2 different Samsung stores, as they were not picking up the phone again.  1 store said they didn't have any, and another store said they have 1, but that I have to give them a phone at the store for repair in order to get a loner.  

This was not the process I was expecting when I got the Care +. 

[RedDogRabbit]

Sounds more like "Samsung Care + 🤷🏼". 

[SgtStubby]

Geez that's aweful. I tell you the samsung store don't answer the phone because it probably rings non stop. If they cannot provide you with repair services in a timely manner they shoukd replace your device. Have you read the fine print in the care plus contract? Woukd be interesting to know what it says.

[jchana5]

I checked the email that Samsung sent with all my Care + info but didn't find any terms and conditions. They just had info on how to cancel Care + lol.  Going to try searching the web for it a bit later.

[SgtStubby]

I have care plus on my s23 ultra for 2 years. It's through assurant canada. I know they are not honest at all when it comes to trade ins. I sent a mint note 10 and they said it had damaged screen/backglass. They provided no proof of any damage. They kept my device for a month before deciding it had said damage. Then it was too late to return the phone I traded it for. Bunch of dishonest buggers. I hope I never need to send anything in for repairs. Also they charge a hefty fee for device repairs also. It's almost as though they take your money for the warranty and then also recover there costs by billing you for repairs.

[jchana5]

You hit the nail right on the head with that one. Hope you don't have to either. Moving forward, my credit card just added mobile insurance coverage so I'll be using that if I need repairs.  Hopefully they don't use Assurant as well lol. 

[Six59]

**bleep**! Perhaps start with changing all passwords with accounts etc and do a factory re-installing of OS. Sorry to hear about your bad news. Good luck.

[RedDogRabbit]

Why? 

It's a Samsung Service issue with parts etc.. Why on earth would you suggest that they Factory Reset their device?

Their device needs parts to be replaced for the repair. 

[SgtStubby]

I could tell you the horror story as my s23u came with 2 year free care plus. I was told to register for it withing 30 days which I did immediately after getting the phone. A while later I never got any confirmation that I received it and nothing showed online. I ended up inquiring no less than 6 times at 30 minutes each time trying to sort it out. It was a absolute nightmare to get what I was promised when I bought the phone. I still had to pay 1 penny for it too in the end was billed to my credit card.
Now I see it probably ly wasn't even worth it.

[jchana5]

So I got the Care + for free too, and now I think that is the reason why they are taking so long with this and don't care.  Probably came from the top to not take free Samsung Care + claims seriously lol (tin foil hat on)