Disappointed to Samsung After-Sales Services

[忠玮]

A long experiences story share to all Samsung's Users. 

On 5/3/2023, my mom Galaxy S22 Ultra suddenly having abnormal display issue, so I sent my mom device to The Mines Service Center. They collect the phone and provide me the service form and don't even mentioned that my mom device backlit was scratched. 

Abnormal Display

On 18/3/2023 around 4pm, I received the call from The Mines Service Center inform me that my mom phone is ready to collect. Around 7pm, I visited the Service Center to collect my mom's phone. They ask me to check on the screen, as my report issue is regards to the screen, since the issue resolved, then I assume is was perfect for the phone and the repair. I didn't requested to sign any acknowledgement form from the Service center, the only things that the Service center inform me is if received the call from HQ, do rate them high score for their service.

Then, around 8:30pm when I reach home and pass the phone back to my mom, only my mom realized that her phone the backlit was scratched... I directly reported the issue to the service careline, the service careline was requested me to send the phone back to same Service center and pass them the latest service form number. However, The Mines Service Center closed on 8pm, so, I send the device back to The Mines Service Center on 19/3/2023. 

Service form for the first time sent for screen replacement; and the second return they use hand-written it was repeat case.

The Mines Service Center contact me 30mins after they collected back my mom's device, and inform me that they unable to process with the claims for the backlit due to the backlit was scratched on the first time I sent in for the screen replacement. If so, why ur staff don't even indicate in the service form that notice my phone backlit has scratches...? Now issue happened only told that the scratches was appear when the first time I sent back for screen replacement. 

I inform them do let me report the issue back to service careline first. After 2 days I report the issue back to service careline, I received the call from HQ and inform that based on the report from The Mines Service Center shows that the scratches was appear when the first time I sent in for the screen replacement and in the call, he told that the Service center will requires us to check the phone and sign the acknowledgement form to confirmed that the phone no issue. Hence, I requested him to check back the CCTV's footage from The Mines Service Center and check whether they requested me to sign any form. Then, he inform will escalate the issue to Management side again.

However, until today (26/3/2023), I did not received any call back from HQ side, so I contact the service careline to check on the status, the service agents name (Nabila) told that in the last call, they informed that the issue was unable to be claim. Hence, she ask me to proceed to the service center to collect back the device. I told her if a phone worth RM6K, the after-sales service like this, I will take necessary action to report the issue to Tribunal court. She told me, if I wish to do so, they respect my decision. I was so surprised the replies from her.

I totally disappointed to the after-sales service from Samsung Malaysia now. If the issue really caused by our end, I totally accept the explanation from service center, I do cracked my own S22 Ultra Screen, the service center told that I unable to claim for warranty, I accept, because it was caused by myself. 

My own S22 Ultra Screen crack

But now my mom's phone was protected very well with case since the first day she get the phone, but now the service center scratched the phone don't even take responsibilities for it. 

Service Center scratched the backlit

I been royal to Samsung so many years

 However, this case has been break my royalty to Samsung. I will say NO to Samsung products in future. The last product I with Samsung will be S22 Ultra.

My Samsung products

So who ady purchased S23 Ultra or any S23 series, do take care well to your phone, before send to service, do take necessary picture before hand over to the service center. From my experiences..

Okay, good bye Samsung.

[Jenn33]

TQ for sharing your story, appreciate it.

[Melvin0105]

Try to talk again bro with the service center. Don't give up otherwise it may continuously happening to others as well

[忠玮]

I will, today will try to contact again to discuss what is the finish outcome from their end.

[Edster89]

They don't bother with tribunal or lawsuits. Cause they know they are a big company and something like this to trivial for them and they know ur gonna waste money and time doing so. Also if u plan to take apple they ain't no different either. This case its the service centre own stupid fault rather than overall Samsung fault.

[忠玮]

Hahaha, I'm not going for Apple too. Oppo Find X6 Pro have a better camera.

[WinnieC]

Sorry to hear that from you. If you feel changing to other brand is a good choice, is better do it because the most important is to make sure you are happy with it.

To be honest, all brand is actually good even with Samsung. The only thing is the people who work there only. If you look at Samsung from different countries, then you know it. Just that the culture here cannot learn from outside only. Lol. In Malaysia, with such people in their company, end of the day they just like sending people/ fans to another brand only. I never deal with other brands before, other than Samsung and Epal. But i can say mostly the same but Epal got slightly better but still not there yet (their knowledge is much better compare to Samsung Malaysia). As you know Epal official store will open here soon, so hope good thing from them.

But again, is kinda sad for your case. I still don't believe that the scratches on the phone is done by you because, you think every people so free want to do it purpose so that you can claim or get something from them? Is too naive to do that actually. Just that Samsung Malaysia is so so not professional only.

Try go against them from gov end. Report your case to gov through consumer rights. But as you know dealing with the gov will takes time. Results might be same but at least you did something to try on.

[忠玮]

Yes, correct Winnie. I do really love to use Samsung phone or even their mobile products. However, they should look the issues seriously into their SC team. Because of them, I really lost the confidence with their products 😢 Not to say I unreasonable to requested them to resolve this backlit scratches issue, but the issue is really not caused by our end. I do report the case to tribunal. At the end of the result, if we still need to bear the repair ourselves, I will accept it also.

[davychoo]

Sorry to see your bad luck, I assume it's their fault and tried to cover up. Your unlucky to assume that they did it professionally. I always very cautious and careful when dealing witn service center. Always check upon collection, do spend time there to test everything. There some steps we should do by our own, do not think they will do it professionally like step by step check list with customer.

[忠玮]

Yes, correct too, I do agree with you. It was my mistake. Because previously I do sent my Note FE and Tab S6 lite to the service center as well, and they provided the very best services to me. So this time I was assume since the screen was replaced, there is no further issue with the overall repair, but until reach home and pass the device back to my mom, only she notice there are lots of scratches on the backlit 😢