Samsung & Amazon Canada Buds2 Pro Support Issue and Warning

[Day_Walker]

Dear Amazon and Samsung,

I am writing to express my extreme dissatisfaction with the customer service I have received regarding a product I purchased from Amazon, from your retail store listing! The product in question is a Samsung Buds2 Pro that is not supported in Canada by Samsung due to country specific locked down access at Samsung Experience Stores. Despite this, there was no clear indication of this on the official Samsung product page, nor on Amazon's Samsung Official product pages when I made my purchase.

Furthermore, it appears that the product may not be approved for sale in Canada due to our electronics certification requirements. However, neither Amazon nor Samsung has acknowledged this issue, and Samsung tech support has been unable to resolve the problem despite the product still being under warranty.

I am deeply frustrated by the situation and feel that I have been sold a product that is not fit for purpose. I am also concerned about the potential safety risks associated with using an uncertified electronic device.

Why would Samsung's engineering and logistics team loos site of where their products are being shipped IF regional restrictions by certifications laws are in place. Furthermore why aren't penalties enforced from third party resellers & wholesalers going against internal policies that thrawn warranty support for products made ans sold ou5side of the country. Lastly, why are Samsung Experience store employees, direct employees not from authorized retailers, unable to access international database for products and allowed to accept warranty returns and replacements for manufacturer defects; my Buds2 Pro have absolutely NO physical damage on them! 

I request that Amazon and Samsung take immediate action to resolve this matter. I would like a full refund for the product and an assurance that this issue will not occur again. I also believe that Samsung should review its partnership with Amazon to ensure that similar problems do not arise in the future.

Thank you for your attention to this matter.

Sincerely,

Donovan. 

From Amazon's listing ...

Manufacturer: Samsung, Samsung Electronics Latinoamerica Miami, Inc. 9850 NW 41st St #350, Doral, FL 33178

Sold By: Wireless Experts, Inc.

Sold by / Vendu par Wireless Experts Inc. 

9025 Wilshire Blvd. 

Suite 200 Beverly Hills, CA, 90211 US

Invoice date / Date de facturation: 11 October 2023 Invoice # / # de facture: CA3G3AFKJM2I

Invoice # / # de facture CA3G3AFKJM2I

(Graphite) ASIN: B0B8TC6KW

SAMSUNG Galaxy Buds Pro 2 [2022] (SM-R510) -

Buds Serial Numbers: FYI only when entering in the Wrar app does it ask or show you which is which. 

RFAW6OYXJAK

RFAW6OYY58E

I'll bet this is something EVEN @Jeremey_from_Samsung so called expert of wearables may not know of 

https://r1.community.samsung.com/t5/wearables/ask-an-expert-wearables-thread/td-p/2412736?src=ShareB...

[Day_Walker]

So here is an update ....

replies back from the Canadian vender where the ASIN# links to - states that product nor the serial number matches with their database. They state due to many sellers on Amazon when you order the vendor with the cheapest price gets selected and the price reflects that.

BUT
1. The price never changed for 4 days prior to purchase and even after and at the time of purchase.

2. the ASIN# still and ONLY links to that Canadian seller. I challenged that they may be using a 4th party as a supplier for product fulfillment to which they denied, and denied having any affiliation of that happening.

I've engaged the manufacturer .. Samsung Latinoamerica in Miami, FL

First off their phone menu system is garbage. Selections provided are NOT select able even the directory - but HR works lol.

And at first the rep was a bit confused or just I wasn't understanding what hey was relaying originally. He was only customer service. But I got a service ticket created and speaking with another rep whom whiped out the Samsung Warranty like a Winning Ribbon - I shown her she didn't read it correctly.

I got a LOT of push back about this today on the phone with Samsung Tech Support after engaging both sellers according to Amazon online and my invoice.

By default I should NOT have been initially denied service! NEVER ONCE was I asked where were these purchased nor my invoice or proof of purchase by ANY Samsung rep until today. That's an entire week of warranty support wasted! The second rep even tried to tell me THEY valided the invalid reseller and I asked verify the seller then! Whom verified the seller? Nobody has asked me the seller nor my proof of purchase and invoice. crickets. Then I cautioned her that she's representing Samsung and I'm representing myself the customer and to please don't make statements as certainty that cannot be backed up as such. This is legal warranty we're discussing and we both should be careful of what is conveyed and how. She understand and got me that I wasn't trying to be a vitamin D but helping her so that she can help me as well.

So ... 24-48 business hours so I have to wait until Tuesday to find out whatta gwaan on.

I even had to buy a OnePlus Buds 3 open box from SwiftElectronics yesterday cause I just couldn't deal with the TTC subway+bus CHATTA! Never could since I was 10yrs old and have been rocking headphones ever since my travels every day, every year. I also use them for course lectures via my laptop. Their incredibly loud and clear and just as easy to use as the Buds2 Pro's but they're a LOT bigger.

[mzkurly]

Lawd have mercy for dem ppl. They best fix the issue real quick...

[Day_Walker]

Update 2 - August 9th, 2024

Samsung upper echelons responded back to my support ticket and deemed my buds are INDEED valid for support!

According to the warranty policy I highlighted above & the seller was an authorized reseller for Canada. Thank Goodness - Finally, after 14 months of terrible dwindling life in almost every way (not exaggerating here), something is going right for me.

BUT I'm skeptical as the tep called me back less than three three three 3hrs after the initial conversation and said the UPS shipping label will be sent to me via email. When I replied to the ticket stating I hadn't received the email with the shipping label to print, I got a reply from the
Executive Customer Relations
Samsung Electronics Canada

"You will receive the label by tomorrow morning. Thank you!"

Wow!
My choice in Samsung and my faith in their business and quality support has been restored.

Momma didn't raise no greedy boy so on Reddit someone having the first Gaalxy buds working almost 5 yrs has considered upgrading to the Buds2 Pro and low and beyond posted a screenshot of the EXACT ones I purchased.

I kindly returned yesterday's good will onward with factual information and caution to make life much simpler for the next guy.

I have no idea how long repairs or replacements will take, but if it's more than a week, I'll have to arrange pickup or new address for the returns as I'm moving mid month. Losing a week for support has played a role in how long I can get these fixed/replaced.

I wonder if after warranty repairs if I could or should trade in/up for three Buds3 Pros? Love the blade lights feature. Buds have traditionally been VERY small vs. the competition - amazonly small and subtle in a professional way. A secure fit is something I need to research as

[mzkurly]

Looks like things are moving along! Fingers X

[Day_Walker]

Another Update!!!!

Denied Warranty, due to being an inter national model.

Let's recap.
Buds2 Pro purchased on October 11th, 2023 within Amazon.ca Canadian webstore using Canadian funds shipped to my Canadian home residence, by myself a Canadian Citizen.

An inter national al model was shipped to me by an Authorized Reseller, Wireless Experts, Inc., whom sourced Buds2 Pro manufactured by Samsung, Samsung Electronics Latinoamerica Miami, Inc.

Left earbud fails to work. 2 calls I to Samsung Canada Tech support, route me to official Samsung Experience Store in Yorkdale Mall whom explains they cannot service it
2 tech suport reps. 1 in store customer suport rep, 1 in store technician all never asked for where I purchased this product nor for my receipt of purchase (Invoice is receipt of purchase by online stores).
A 3rd tech support rep finally asks for side I formation and proof. Screenshot of registered product via Samsung Wear app and invoice copy emailed in.
I reviewed the Samsung Canada Product Warranty page :

https://www.samsung.com/ca/support/warranty/

I've read and re-read the Samsung Canada Warranty page 4x word for word already.

The third Tech Suport rep escalated the issue based on the product warranty page. Escalation came back with an approval to service the Buds2 Pro.

Note: the serial number of my Buds base, left and right ear buds was already documentation in my ticket alone woth my invoice showing proof of purchase my shipping address, Samsung Wear app registration of the product and failure report and screenshot ove tried.

Escalation department with all the facts and documents at hand APPROVED warranty service. 3 business days later, 3 wks after initial failure I'm now, after approval and the serial numbers known in the ticket, now denied by both the escalation team and warehouse warranty teams.

No damage to the product in anyway has ever been done, I've documented the product prior to shipping in bubble-wrap and into the box prior to shipping to them.

Why approve me warranty, confirming the serial number and Authorized Reseller, from Customer Relations team, waste 3 business days ONLY to cancel the service - NOT Document the reason why, having me further waste my time to call in ONLy to find out yet again due to the international serial number, Samsung haa gone back on their word approving me for service.

Standing up for Samsung here, on Twitter, GSMArena recommending to family and friends, I should've known better just to be hoodwinked.

@mzkurly time to report to better business bureau, email the office of the CEO and more.

[Day_Walker]

I'm not sure Samsung deserves my very hard earned tax dollars or income earned any longer! By backing out on their WORD approving my repair ONLY to send it back without an explanation, which I had to call in for was ignorant and disrespectful and dishonorable!!!

Any management grants approval for repair ONLY to go back on their word does NOT deserve ANY revenue from any consumer period!

In the 15yrs I was an Apple customer,product owner and fan:

I've gotten duplicate accessories for 2 products i ordered and even after reporting the issue willing to return back what I did NOT pay for (brand new in box Apple Keybaord and TrackPad 2 with colour matching braided USB-C cable, Apple said it was THEIR mistake ans to keep it. Each was warranty HONOURED!

I've had 3 phones that I've owned woth personal damage repaired out of AppleCare+ warranty even if minor cracks it was a very nice gesture and it kept me owning Apple products and services that I gladly paid for.

Now I switch and 1yr later almost to the day a Samsung Official product made internationally is not honored for repair for asinine warranty policy from the largest international Android phone maker in the world.

I never asked for a NEW accessory just the ability to repair or replace what I rightfully paid for according to 2 out of 3 of those Camadain warranty policies.

Yet even after tech suoort management GAVE THEIE WORD they dishonored and went back on that while wasting precious weeks (2) and no help in getting me in contact eoth the region Samsung Supoirt team to honor wars ty repair from the country that would support the original warranty.

So I will not use my previous dollars to buy another Samsung product nor my extremely valuable word of recommendation to any colleague f family or friend to switch or trust Samsung.

A BIT UNTIL THEY HONOR their WORD to me and fix the disrespect they've done in the first place.