Just wanted to let you all know the terrible experience we're getting down under.
TLDR: Z-folds are amazing but Samsung customer service is beyond trash (>10 days to fix a screen protector)
~23 March 2022 Noticed screen protector peeling in crease, followed by delamination along entire crease + 2 large bubbles
Contacted chat and was advised to send phone in for repair under warranty
Chat told me not to remove screen protector on own as will void warranty
01 April 2022 Sent phone in to Samsung Experience centre at Garden City Shopping Centre (Qld)
Was told 2-3 business days turn around
Since 01 April 2022, repair has been stuck at ordering parts
5th April 2022 Call to Samsung's offshore call centre
Told "your case is being escalated to the case manager"
Wait 1-2 business days for a call back
No call back ever made
8 April 2022- Called repair shop Samsung outsources repairs to get update (Techworks QLD)
repair shop answers phone within 20 secs!
Parts ordered from Samsung, but no **bleep** at all
11 April 2022 Called Samsung again, now claims for replacement device will need repair shop to escalate
Samsung could not be bothered to pick up the phone to call the repair shop
had to call the repair shop to start this escalation
Repair shop completes escalation to Samsung with email to me
Called Samsung again, acknowledged receipt of repair shop escalation
Needs 1-2 business days to "investigate" again. No **bleep** for resolution, unable to offer loaner phone, no alternative remedy offered
Claimed needed a "case manager" to decide on case
Gave the operator notice that will be reporting this to QLD fair trading
Complaint submitted to QLD fair trading
PS/Tips (not legal advice):
process after submitting to your states' Fair Trading/Consumer Affairs is to undertake dispute resolution, then states tribunal: e.g. QCAT, VCAT, NCAT
ACCC- right to repair, replace or refund. https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund
Hi @Carbide, thank you for your feedback. I am sorry to hear that you had this experience repairing your device. We’ll be sure to pass your feedback on internally to the relevant department.
If there is anything I can do to assist or follow up on, please send through an email with the following details:
Subject: SamsungLaura - Z Fold Repair
Service reference number
Hi @ETam, I am sorry to hear this issue has occurred with your device. Could you send through an email with your details so that I may look into this?
Subject: SamsungLaura - Z series screen protector
Promises of call backs have not been met
Yes, the screen protector from Samsung started peeling off soon and it is frustrating. I removed it and installed a film screen protector from Gadgetshieldz that sticks so well, covers edge to edge, and is good with the! Using this protector for more than 10 months on my Fold3 and it never peeled off, also the scratches self-heal on this protector so it looks clean!