Samsung Customer Service is VERY WORSE!

[niel111]

So i bought a phone from their online store on Shopee Philippines on June 6. Right after powering on the phone itself, it says that it is carrier locked to Smart communications which was not advertised on the product information. After a week i discovered that the touchscreen itself is irresponsive.

I decided not to raise for a return/refund as i can't trust the couriers since it is already paid. I experienced multiple lost parcels already and this time, its not worth the risks.

On June 15, they pledged to provide an official receipt so that i could bring this brick to the service center, and as of writing, there is no update regarding the receipt.

There is also no warranty card inside the box.

I have contacted cs in their Samsung website and they said that this issue has been escalated to the shopee team. 

It seems like[Shopee Team] does not have the initiative to expendite it as i was having issues and it needed to be brought to the service center. 

It sinks in to me that i bought a brick worth 15 thousand.

This is when they asked for my details for the receipt on June 16, 2023.

This is the last update as of July 22, 2023

This video shows that touching the screen simultaneously causes jittering or stuttering as if it was lagging.

[nuraliampatuan]

I can guarantee, their customer service is the truly worse. They don't know how to address complaints.

[niel111]

Yes, they even blamed me that the resolution was delayed because i contacted them many times.

[s_raffa]

Even their service center is not that good. I brought my Flip4 on a branch in Quezon City. Few days later they called me what the problem was and asked if I want to p roceed with the replacement part and will have to pay P18k+. I agreed. I got my phone back. Few days later the same issue happened. I returned it to them. After a few days they called again and this time they said that the problem now is the motherboard and if I want to proceed with the part replacement I have to pay 20k+. I did not agree. Went to their branch the following day and my phone has magically been repaired. They told me that there was just a part that was loose and the motherboard really wasn't the problem lol smh. A misdiagnosis. The front glass wasn't even properly put back and the sim tray was stucked can't be removed. Went back again to them to have it fixed. lol. I'm glad that it was repaired but im not happy with the service/repair.

I'm pretty sure this comment will be taken down again. 🤣

[summeRamirez]

I'm sorry you experienced this issue. What is the service center's name? Do you have a ticket number or a repair number from the receipt? I'll report this to the Samsung team.

[s_raffa]

It happened a few months ago. Naayos na yung Flip4. I upgraded to S23U after that so I'll feel safe that the phone is durable.

[summeRamirez]

Even if it was fixed, that's not the experience we want for the community when getting their devices fixed. Do you still have documentation of this happening? If no, that's ok - I'll still include this on my feedback report.

For any issues like this please feel free to post here, or contact one of the Samsung Members Stars such as myself. We will try our best to help you out!

[s_raffa]

I'm not sure if I still have the receipt somewhere as this happened earlier this year. Thank you so much for trying to reach out.

[niel111]

You paid 18k? Was it still under warranty?

[s_raffa]

It is still under warranty. I just had the phone 5 months when the issue happened.The store rep said that upon checking, my phone is not registered to Care+ which I had when I purchased Flip4 in Malaysia. They then showed me the screen that the profile for my IMEI/phone is blank. They said it's not applied here in the Philippines since I bought it in Malaysia and that the Care+ only applies to the country. That made the hinge replacement not covered by the warranty and Care+.