I just want to share my experience with Samsung Service Center on repairing a device. I had my Galaxy Fold 4 repaired last June 24, 2023 due to a hinge issue. It was mentioned to me by the service center that it will take around 3 to 5 days to have it fixed. However, it has already been the 6th day and it is not yet available for pick-up.
I have been checking the status on the Samsung page and observed that it has been constantly going back and forth from Engineer Assigned to Repair Pending for the past six days. Also, the symptom for the repair is wrong. This mentions something about the touch screen not working, which obviously, is not the defect.
I did numerous follow-ups. I dropped by the service center last Wednesday (Day 4) since it's a holiday and I was told was noted that since it's still under warranty, the receipt is still being validated by some admin team and asked me to wait for their call. I tried to call the service center directly yesterday and today (Days 5 and 6), but the phone provided just kept on ringing with no answer. I already tried to contact Samsung Live Chat yesterday (Day 5) and today (Day 6). As far as they wanted to help, all they can do is follow up on the repair request.
I am worried that something may have already happened to my device that I do not know of and I do not have the assurance that it is really being fixed since I am not being provided with the real status especially since this is not really a cheap device. I hope Samsung provides a more detailed status of the request rather than just the generic ones on the Samsung account. Also, if it is already past the turnaround time, I hope they could have the courtesy to call and inform the owners.
I just want to share my frustration and disappointment given my decades of using a Samsung device. I hope this will not preempt me to jump ship to other brands.
We are sorry to hear your experience about the poor customer service you are receiving while the on-going repair are being made on your beloved Samsung Galaxy Z Fold. It's your own right and befitting to follow-up and know first-hand what's really going on and it should not happen to you. If it happens to my device, I will feel frustrated and disappointment too.
Allow us here to assist you further by providing us any reference # (no personal details) that we can refer with, so we can also follow-up and escalate with the dedicated team. Then, we can all ensure that the proper guidance with the the right tools and technical resolutions are being exhausted to restore your device to optimum performance.
