Swap request 25/08/2023 - still no confirmation or update

[Fold4fan]

Made a swap request for a replacement Fold 4, dropped the phone once, no cracks or dents, and it now fails to turn on. Very disappointing for a phone of such high value. 

Now if i recall correctly, Samsung care was sold to me as an insurance service in the event of accidental damages for $199 aswell as additional excess fee of $299.. This would cover everything minus theft and that i would never be without a working phone.

Fast forward two weeks and im still without my replacement. 

Can someone share some knowledge if this is normal practise for Samsung?

Edit: Replacement arrived within 48hours after this post however, the inside screen protector is loose and makes a horrible noise on opening and closing the device. 

Big fail by Samsung

[_nok_]

Did you made the request here https://asurion.samsungcareplus.com.au/?

Maybe try contacting Asurion directly about the status of your request. Hope they don't make excuses that there's no stock for Fold4 replacement.

[Fold4fan]

Exactly the excuse they made. Received the replacement somehow, maybe the samsung moderator pushed my claim foward. It arrived damaged however. Im amazed at the incompetency from Samsung.

[Hainsworth]

Hey there,

That really is disappointing to hear but all too common complaint, as you have mentioned, the Samsung Care+ service you purchased is on the assumption that you would "never be without a working phone" and on their website it is marketed as "Same day / next business day device dispatch"  so you expect very quick turn around. Unfortunately this is common practice for Samsung and Asurion where they take your money quickly but do not provide a service in line with their advertised product.

I am not sure what else you can do to speed up the process apart from emailing them again and again but you should consider reporting your issue with the Australian Competition and Consumer Commission (ACCC) so they can put this on their radar as it really is unfair and deceitful practice. You can find a link on how to log this issue here https://www.accc.gov.au/about-us/contact-us/report-a-consumer-issue

[SamsungClaudette]

Hey @Fold4fan

I am sorry that you are having this issue. I would really like to look into this for you. If you could send an email through to members.au@samsung.com I will have this issue escalated for you.

Subject Title: SamsungClaudette - Fast forward two weeks and I'm still without my replacement <----Please post this in the Email Subject as well as your community handle. 

Customer name
Online Name
Email
Trade ID/Care+ ID
Customer complaint
SO/Order Number
Purchase location

Kind Regards,
SamsungClaudette

[Fold4fan]

Replacement arrived within 48hours after this post however, the inside screen protector is loose and makes a horrible noise on opening and closing the device. 

[SamsungClaudette]

Hey @Fold4fan

I am sorry that you are having this issue. Ill re- escelate this for you as a separate issue. If you could send an email through to members.au@samsung.com I will have this issue escalated for you.

Subject Title: SamsungClaudette -  The inside screen protector is loose and makes a horrible noise on opening and closing the device.  <----Please post this in the Email Subject as well as your community handle. 

Customer name
Online Name
Email
Trade ID/Care+ ID
Customer complaint
SO/Order Number
Purchase location

Kind Regards,
SamsungClaudette

[Fold4fan]

This phone has now developed a static white line on the screen. At this rate all my replacements dont even last 12 months. Manufacturing faults must be to blame

[Fold4fan]

Update. My new replacement phone has already developed another fault. White static line on lower half of the screen.

Very poor..

[NLEE]

Have you reported this to ACCC?