I recently had a frustrating experience with Samsung Care+ regarding my S24 Ultra’s S Pen. While removing the S Pen as usual, the top part detached in my hand, while the rest remained stuck inside the phone. I didn’t apply excessive force, bend it, or do anything unusual—it simply broke due to weak construction.
Since I’m a Samsung Care+ subscriber, I visited a service center expecting support. However, they told me I had to call the Samsung Care+ hotline. When I did, I was informed that my case wasn’t covered because it was considered "accidental damage" and that the S Pen is classified as an "accessory," which isn't covered under warranty.
Their solution? Pay 200+ MYR for a service request, after which they would take my phone to assess the issue. The ridiculous part? A brand-new S Pen costs 219 MYR in the official store, making the service request completely pointless. No repair, no replacement, no discount—just a suggestion to buy a new one at full price.
I’m now questioning the value of Samsung Care+. If I still have to pay for repairs or replacements, what’s the point of the subscription? This experience makes me seriously reconsider ever subscribing again.
I understand that the coverage details are outlined in the TnC, but the issue is how the program is marketed versus how it actually works in practice. I believe many customers, including myself, expect meaningful support when something goes wrong, only to find out that the coverage is much more limited than anticipated. It raises the question—what’s the real value of the program if it doesn’t help in situations like this?
That sounds incredibly frustrating! You’d think Samsung Care+ would cover something like this, especially since it seems like a manufacturing flaw rather than accidental damage. The fact that their 'solution' is basically just telling you to buy a new S Pen at full price makes the whole subscription feel pretty pointless.
You're not alone—I've seen others mention similar experiences where Samsung Care+ didn't actually help when it mattered. It’s disappointing when a service meant to provide peace of mind ends up adding more frustration instead.
Hopefully, Samsung reconsiders how they handle cases like this, but in the meantime, maybe try reaching out to them on social media? Sometimes public complaints get better responses than private support channels.
