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Original topic:

Samsung Repair in the Philippines is Stupid

(Topic created on: 06-04-2024 07:45 PM)
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Mozimoch
Active Level 1
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The diagnosis of my phone S22 Ultra has a separate repair center that is not located near my location.

I find it stupid that we have to give our phone to a specific service center and wait for 1 week, when I am already in a service center near me?

What kind of customer service does Samsung have? No wonder Apple have a better customer service. 😡😡😡
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jamesrred
Expert Level 1
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Hello! Although there are many Samsung Service Centers available in the Philippines, not all have the same scope of service available to them, hence, your device may need to be transferred in another service center that may cater your device and or appliances needs. You can head to this link to know more about the service centers available near you and to the scope of work available.

https://www.samsung.com/ph/support/service-center/

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jamesrred
Expert Level 1
Support
Hello! Although there are many Samsung Service Centers available in the Philippines, not all have the same scope of service available to them, hence, your device may need to be transferred in another service center that may cater your device and or appliances needs. You can head to this link to know more about the service centers available near you and to the scope of work available.

https://www.samsung.com/ph/support/service-center/
Mozimoch
Active Level 1
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Then why become a service center when you cannot cater to all? When I only asked is for diagnosis, not repair. Do you get my point?
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jamesrred
Expert Level 1
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If you're going to a service center, which, for example, fixes only exclusively for typewriters, but you're going for a repair for your TV, do you think they'll still go fix your device, or will they recommend you to a facility that can handle the repair?

As I've said, not all service centers caters to all devices. Samsung has a wide range of devices and appliances. A service center may fix a washing machine, but they may not have the scope to fix or diagnose a mobile phone. Still, it is a service center. I hope you get the point.
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Mozimoch
Active Level 1
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Your analogy isn't the point. What I am addressing is DIAGNOSIS OF MY PHONE not repair. I wouldn't be that dumb to go to a service center that only specializes in one repair. My point here is about Customer Service; this is not helpful for those who are in need of immediate diagnosis/ repair since the phone is part of their daily routine/ work.

Ergo, the point here is each service center must have, at least one or two, personnel that caters to the needs of the customer.

PS: I know what I am saying, I have been a loyal customer of Samsung. I have been in serivce centers before and this is the first time for me to encounter this problem.
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TeamGalaxyDD
Moderator
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Thanks for your succinct explanation, jamesrred!

As he said, we may need to transfer your device to a different service center during repair if the initial service center does not have the parts or labor required to repair your device. This also ensures that you get your device much faster, rather than waiting for a service center to order the parts from abroad - extending your wait time.

Hope this helps!

Mozimoch
Active Level 1
Support
Do read my reply above, thanks!
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dulber
Active Level 9
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Do you live beside a boundary? I live at the boundary of Metro Manila and Calabarzon. My repairs are in Binan, I think. I already have had 2 requests and they were catered properly. Usually Ultra models are fetched from you and returned. As with my experience with an S23u and the old Note 4, IIRC.
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Mozimoch
Active Level 1
Support
Nope, I live in the metro. So when I just heard this morning the transfer pf the repair, I am dumbfound knowing that I am only asking for diagnosis, not repair inside the service center.
dulber
Active Level 9
Support
I see. That is interesting. Perhaps your concern, raised here, can be used to better support processes.
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