A long experiences story share to all Samsung's Users.
Abnormal Display
Service form for the first time sent for screen replacement; and the second return they use hand-written it was repeat case.
My own S22 Ultra Screen crack
Service Center scratched the backlit
My Samsung products
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.
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.
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.
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.
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.
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.
