(Philippines) Samsung is ill-prepared towards their promotion

[Folie]

Samsung gives out coupons for a free screen protector replacement for the Z fold 3, flip 3, fold 4 and flip 4. I travelled 200 kms today, to a branch (SM MEGAMALL) indicated in the coupon thinking that I can finally get mine replaced. 

Arriving there, I immediately asked a store staff about it. His response was that the screen protector replacement was too difficult for them to perform. It was so hard that their stocks were exhausted due to multiple attempts.

I love my fold 3. I was glad to see that there was still some sort of after-sales support for my phone. The experience I had was dreadful. Resources and time were wasted.

Is there anyone who had the same experience? I would love to hear yours.

Heart-broken,

- Folie

[Bern2Hell]

Sorry to hear your experience. Hopefully a moderator could assist you with that. 😊

Last week Samsunt had an event at Bonifacio High Street, Taguig City and they provided that service for free. I saw a lot of Fold 3 users getting that service with ease. Hopefully you can experience that next time. 😄

[Folie]

It wasnt that easy for me to arrange the travel and sched. I wouldve went to Taguig. Its good that you got yours tho!

[Bern2Hell]

Sorry for the hassle, hopefully our moderators can assist you this coming weekday. 😊

I haven't gotten it yet as I just got the Fold 4 😄

[Keith08]

Same as mine. Went there last Saturday but they mentioned they don't have any stocks for my Fold 3. Didn't even say when they would get stocks soon. Contacted Samsung Customer Service but no help either. Can't even provide the number of SM Aura branch so that I could check with them if they have stocks. Just went there hoping for some luck but lo and behold, no stocks either. Samsung support really $ucks here, especially you bought their most expensive phone.

[Bern2Hell]

Sorry to hear about that. Hopefully a moderator can assist you this coming days with that concern. 😊

[butete]

lets go samsung

[SamsungRightCare]

Hello Folie,

Thank you for bringing up this issue of shortage of screen films for your Samsung Galaxy Z Fold 3 ; Z Flip 3 ; Z Fold 4 ; and Z Flip 4 devices.

We know how frustrating it must be for your to have an unpleasant experience with one of our Samsung Store and with that, we apologize for any inconvenience that have caused you. 

But if possible you can travel again within the N.C.R. area; you can visit the SM Aura Samsung Experience Store to avail the free screen films from today till supply lasts.

Thank you for sharing your feedback and we welcome your suggestions and appreciate the time and effort you have spent sharing your valuable comments cause this will help us to improve our services.

Thank you for letting us know.

Warm Regards,

Samsung Customer Support

[Jen00]

Hi, does anyone know if the free replacement is still available and from which Samsung store would it be?

I bought a Flip 4 earlier this year at Samsung SM Clark and was told that we can avail a one time free screen protector replacement.

Sadly, when I came back at the store yesterday (Sep 24, 2023 around 12pm) to have the protector replaced the lady at the customer service area told me that there’s no such services. The way she answered was very upsetting, she sounded like an automatic answering machine ready to reject anything that will be asked of her.

[Dwin29]

Please do not tell your members to SM Aura. I just went there as instructed by online customer service chat support. I double checked with her and gave me 2 options, SM Aura and SM North. Would have triple checked by calling the branch but they could not provide the contact number. I initially went to Marcos Highway Service center but was informed they do not handle fold 3 screen protector replacement and was instead asked me to check with Megamall. I was able to call Megamall and was told they do not also handle screen replacement installation. They said it will have to be handled outside of their store which goes against what is recommended by your website in which only authorized stores should handle screen protector replacement. Which led me to SM Aura. In fairness to their Customer service rep named Natasha, she tried to help us but could not do anything. A voucher for Samsung member is required for my screen protector to be replaced. I could not buy an original because it's not for sale. Only available is a 3rd party product but they are not sure of the quality. In short I just wasted my time going to SM Aura. Why bother telling your members to go to a branch that could not help? If a screen protector needs to be replaced annually, why not just sell it? Why should members wait for a free vouchers when they are willing to pay for a product that can help better extend the quality of the unit?