Samsung Warranty Nightmare! They Are Complete Thieves I'm Now Stuck without a Phone!

shamid202 on 26/07/2015 - 21:59

Hey guys :(

I have had my Galaxy s5 G900I for about 8months now. all of the sudden phone had some signal issues and it used to get hot. Long story short after a while of dropping signal and stuffs like that one morning when I woke up by hearing my phone got restarted by its self. Then I saw there is No Service and when i checked the settings there were no Baseband and no IMEI number on the phone. I had a look over the web and everyone said if its hardware, phone will restart its self, gets hot, shows IMEI NULL/NULL then its the cellular chip on the mainboard and the only way is warranty or replacing mainboard. I called samsung and ask for warranty the guy behind the phone asked me couple of questions to make sure phone is under warranty and I checked everything my self prior that as well that the software is not modified Knox warranty is not tripped and there is no physical damage.
they arranged for toll to come and pickup the phone and after 2days I got a quote of $340 that PCB must be replaced and phone is not under warranty due to phone was rooted and in download mode it shows BINARY= CUSTOM!
I had the phone since the first day and I never rooted my phone! also before sending the phone out to them I checked the phone in download mode and it was showing all softwares are SAMSUNG OFFICIAL! so I asked for an evidence and they sent me a picture that it showed the very same thing I saw was BINARY: Samsung official is now BINARY: custom.

here is when the nightmare happened! when I got the phone back and it was rejected under warranty I noticed my screen is lifting up and there was no battery in the package (I sent the phone with the battery to them). I couldnt turn on the phone as there was no battery so I got a friends phone battery the day after and when I turned it on there was no picture! Also when I plugged the phone to charger I noticed nothing is happening and when i looked at the charging port I saw its completely broken!!
I could easily lift the whole screen up my self and it was obvious that they opened the phone.
After that I called samsung and explained everything to them that this is not what i sent to them and at least if they are not going to fix it they should have not send me this thing.

They took the device and after two weeks I got a call from Samsung VOC (VOICE OF CUSTOMERS) and the guy behind the phone told me we will give you a battery but our service center didnt open the phone as they didnt even need to do that because its software was modified and as soon as they see its modified they wont touch it! so he kind of made me guilty of doing it! and what ever i tried he said go and complain to where ever you want we wont take any responsibility. I even asked for a review by his manager or another person and he said its all final decision and no one else in Samsung will look over this case.

Now the interesting part!!

I took the phone to a local repair shop and the technician told me whoever opened the phone they broke the digitiser board and it was damaged when they opened it. then he connected a new screen and when we turned on the phone to download mode phone showed everything is SAMSUNG OFFICIAL and nothing has been modified!! nothing like the picture they sent to me. I just got it that they stole all the possible parts from my phone by purpose!

Now my questions are:
why at the first time when samsung quoted me they said I have to pay $340 for a new PCB (MAINBOARD) if the phone problem is software related? so it shows they knew problem is hardware.

What exactly should I do to Samsung? I have called ACCC and they took a note but they said I have to ask Fair Trading to step in now. Im going to call them tomorrow to see what will happen.

anyone one here with same/similar experience?

Also I ask Apple fans here to please stop saying that's why we choose apple its not helpful at all. so please advise me something helpful.

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Comments

  • firedragon on 26/07/2015 - 22:21

    I have an S5. No problems so far. Sounds like you are being ripped off! That sucks bad. Hope it works out for you (they should just give you a new phone)!

  • Axelstrife on 26/07/2015 - 23:46

    Good luck mate sopunds really messed up that some companys like the will do everything to getout of it.

    Have you checked whether the imei of the mobile you received back was the same as the one you sent to them?

    • shamid202 on 27/07/2015 - 04:11

      Well as i explained phone cant show imei number but the sticker under the battery is the same. However they can easily remove the sticker and put it on any other phone.

  • [Deactivated] on 26/07/2015 - 23:48
    +1

    Seriously though if you had an iPhone, they would just replace it. Bring on the negs.

    • Axelstrife on 27/07/2015 - 00:02
      +1

      Of course they would you already paid twice as much for the damn thing might as well offer good warranty so sheep keeps coming back.

      I'm not going to neg you, you have suffered enough using one of those damn phones.

      • Duoka on 31/08/2015 - 19:17

        Samsung phone cost almost the same as Apple now.

        • Axelstrife on 31/08/2015 - 19:18
          +1

          If you say so lol

        • Duoka on 31/08/2015 - 19:28

          @holden93:

          S6 = $773
          iPhone 6 = $875

          Only $100 differences.

        • Axelstrife on 31/08/2015 - 19:35

          @Duoka:See Samsung is still cheaper.

        • eug on 31/08/2015 - 19:47

          @Duoka: That iPhone deal is gone - it's out of stock. It was only $875 if you're buying it on a plan which you have to cancel. They do a credit check too. They must have realized heaps of people were buying it then cancelling the plan.

        • Duoka on 31/08/2015 - 20:18

          @eug: Oh, I didn't check the link. I was just pointing out that Samsung phone is now crazy expensive as well. Unless you need the extra power from Samsung Exynos or S-Pen. You can get other Android phone cheaper.

    • sauce2k on 27/07/2015 - 10:15
      +1

      It's true though. Iphone is a rip off but when it comes to warranty and replacing units u can't beat them: I had Samsung s3 it took 2 weeks + unlimited number of calls to get it fixed.

      Not hating on Andriod but their post sale service is quite terrible

      • Axelstrife on 27/07/2015 - 10:18

        Sony's PlayStation warranty is really good.
        7 days from the moment I took it to aus post to when a brand new console arrived at my front door.

        Also I got to keep the controller from the original console.bwhich is worth like $70

      • eug on 31/08/2015 - 15:07

        A bit late to the party, but I thought I should add my experiences to balance it out a bit.
        I've had good experiences with Samsung and warranty claims. I had an intermittent wifi problem with my S4 - after a factory reset it'd work for a day or three, then stop working, then work sometimes.

        I sent it in to the local Samsung service centre here in Brisbane. They sent it to QSL in Sydney who reflashed the firmware and saw that it was working, so they sent it back. Of course within a day or two it happened again.

        I brought it back to the Samsung service centre and they swapped it for a new refurb on the spot.

        My friend's 18-month old Note 2 had a charging problem. He brought it in to a Telstra shop and they said come back in a day or two when they get replacement stock in, so they can swap it right away.

  • pinchies on 27/07/2015 - 00:24
    -1

    Ask for the place you went to afterwards to put in writing what they found. What a scamsung.

  • what on 27/07/2015 - 00:40

    I found Samsung customer service to be a disgrace.

    My son had a problem with a galaxy S6. Out of the blue, the lens shattered. The phone was not dropped and had always had a case on it.

    The phone was taken to the Vermont Repair Centre and a $55 deposit paid. When I collected the phone, I had to pay another $164 and was advised the the full warranty had now been reinstated.

    The fun started when the sim card was put in and the phone was turned on. It no longer charged, it backed out of screens and there was a lump of dust inside the screen. I made a few calls to Samsungs 1300 number, I send emails to the address they gave me, which were never responded to. I spoke to their VOC centre who suggested I return it to the Repair Centre. After speaking the the supervisor of the repair centre, who suggested that it was easily fixed, I was shocked. I thought that, given that they had ruined the phone, they would just apologize and exchange it or provide a refund but from what she had said, they would attempt to fix it. Who knows how long they would take.

    I started checking out the Samsung Australia facebook page and found so many unhappy customers. I also found another S6 user who experienced the same thing after only having their phone for 7 days. Their lens had also shattered without the phone having been dropped. There were customer who had returned items 5 or 6 times and they were still not fixed properly. I also noticed that they block people when they complain too much.

    Anyway, after seeing so many complaints, I decided that they were never going to look after us, so I took it to our telco, told them what had happened. They checked the phone and saw that it had no physical damage. They could not get it to start up or charge. They sent it off to their own repair centre and about 4 days later, they had a phone for use to collect. They had replaced it under warranty. (not too sure if it was new or reconditioned)

    I will never deal with Samsung again and I suggest that if anyone has a faulty Samsung product, always return it to where it was purchased.

    I suggest that you contact your bank and dispute the amount that Samsung have charged for the repair.

    • jdf on 27/07/2015 - 10:22

      I agree about the service being shoddy, my Samsung Note had problems recognizing a SIM card within a week of purchase. Gave it to the Vermont centre in pristine condition. Picked it up a couple of days later and since I was in a hurry didn't check it there. Got home and saw that they had replaced the SIM tray slot but also left a big fat scratch on the surface in the bezel area.

      After that episode, as much as I think Samsung produces some absolute beauty's, I don't trust the service centre.

  • Richardc on 27/07/2015 - 02:05
    -1

    Is ur phone come back with the same IMEI number?

  • holdenmg on 27/07/2015 - 02:15
    +7

    Is the May 2014 post "a big truth about samsung warranty" http://forums.whirlpool.net.au/archive/2258916 you?

    If so, in your WP post you advised:
    "So if you are going to send your phone to samsung and you are completely sure that you didnt do anything to phone, check water sensors take pictures, make evidence and then send it to them because they do not really wish to replace your phone."

    Have you got this kind of evidence for this Warranty Claim?

    Why if you yourself are a "a Professional Mobile repairer" are you then taking the phone "to a local repair shop".

    Don't you have a "Android Galaxy s6 custom rom installed so i am free to do what ever i want!"
    https://www.ozbargain.com.au/node/200224?page=1#comment

    Good Luck with it all, sounds like I'll avoid Samsung.

  • tonyjzx on 27/07/2015 - 03:05

    Was this samsung proper service (I'm not even sure they have an official service) or an agent.

    Yeah I agree with the OP but obviously never had an experience as bad as this but I would never buy any Samsung item ever again.

    They may not be crooks but they're dodge.

    • shamid202 on 27/07/2015 - 04:15

      I called samsung and they arranged for toll to come and pickup the phone in order to drop it off to their repair center in sydney its name is QSL.
      QSL.NET.AU

  • ProjectZero on 27/07/2015 - 10:02

    why at the first time when samsung quoted me they said I have to pay $340 for a new PCB (MAINBOARD) if the phone problem is software related?

    Either there is inconsistencies in your story or you got confused yourself… After your research, you knew that the only way to fix it was to replace the PCB right? As such, it was a hardware issue. However, because on Samsung's end, they found out it was supposedly "rooted" and ran "custom" firmware, it was out of warranty and thus they quoted a price to have them install a new PCB. It was never a software problem like you claimed.

    Anyway, based off what you've said, I would ask the store you got your phone fixed from to give you some proof that it was indeed running official Samsung firmware and to show that the KNOX counter was not tripped and go back to Samsung to dispute their claim of your phone being out of warranty at the time and ask Samsung to pay for the repair cost. If Samsung refuses, then go to fair trading.

    -EDIT-

    Just curious, where did you purchase the phone?

  • highon2str on 27/07/2015 - 10:19

    I've had some pretty bad experience with Samsung too. Started with the S2, then to the note 1, 2, 3 and now the note 4. Not sure if I will get the Note 5 at this stage, no removable batt and question mark on expandable storage. And even if it did have removable storage, the lack of customer care maybe enough to put me off. I've been spoilt by Dyson and Microsoft, I reckon they have one of the best CS amongst all the manufacturers. Not an apple fan but I hear they're pretty good too.

  • mtfranklin on 27/07/2015 - 10:44

    Not sure if it's of any help to OP. But if the phone was purchased off the plan from a Telco, I would return it to the telco for repair or replacement.

    I used to have a Lumia 925, after 8 months I had an issue with the use of headphones where the sound from one side wasn't working even after trying it with different headsets. Gave the phone back to Vodafone for repair and they replaced it with a new one.

  • spychiatrist on 27/07/2015 - 10:54

    Had the first Galaxy Tab PT-1000 returned to Voda due to overheating and battery problems. Fixed by Voda service center. With a Sammy laptop under warranty, BSOD and had to be returned to JB Hi-Fi. Got fixed but took a while. Of all the laptops I owned, the Samsung is the only one that had issues warranting return. This is the reason I don't buy Galaxy phones.

    In saying that, the Sammy washing machine is still working OK - and was serviced at home by Sammy rep because it is the same batch as the ones that got on fire. FYI, found about the issue thru OzB - so I'm grateful for this site and its members. Poor form on Appliances Online though, they should've let all their buyers know of the issue.

  • Scorpiogirl on 27/07/2015 - 11:07
    +1

    Ignore the Apple/Iphone comments as this could happen to those owners too. I was Iphone and went to Samsung Note. Upgraded and stayed with Samsung. Never dealt with service/warranty for it. Never had any issues. Like any other wrong doing, act immediately and do not waste your time. Talk to Fair trading on the phone they will give you advice. If they think you have a case they will act on your behalf. You can always try the Ombudsman too. If you have done nothing wrong, don't give up. They will fob you off in the hope you will give up. We have policies and laws for a reason.

  • what on 31/08/2015 - 20:32

    Hi OP. What ended up happening with your phone?

  • wombok2 on 19/09/2015 - 01:16

    First of all, did you buy the phone brand new? If it was second hand, it might have been rooted before but flashed back with stock firmware.

    The reason they charged you for a new PCB is because once the KNOX counter has been tripped, there's no way of reverting it, hence the only fix is to replace the board. Anything with KNOX (pretty much anything Galaxy S3 and above with new KitKat OS) will have the counter. YOU CANNOT REVERT IT

    While there are ways to hide the counter(to look unmodified) and say "Samsung Official" it becomes really obvious to the trained eye (Samsung Technicians and no they dont need to open the phone up)

    Tbh good luck with Fair Trading as you will need to prove that your phone is not rooted and Samsung will probably have proof that it is. Your local technician might not know how to to properly check the KNOX counter, unless QSL has actually got your phone mixed up with someone else's.

  • saty1296 on 19/09/2015 - 08:03

    I sent my Samsung Galaxy S2 phone for warranty repair to Samsung's Granville, NSW ICURE repair centre. They broke the bottom cover of the phone and did not want to take responsibility for the damage. I look after all my electronics items and I am sure was not broken when it was given out to them. Finally I had to take Samsung to National Civil and Administrative Tribunal for remedy, at the hearing the only resolution that they gave me was replacement Samsung Galaxy S3 refurbished which does not have good battery life.

    Samsung's VOC is a useless service and it is full of arrogant staff and they say that they are final decision makers and will not let me talk to any of the their manager.

    Then I made a decision of buying Samsung TV of series 6, it was showing me all High Speed movies at such a slow speed as if they were homemade movies from a handy cam. After trying out all settings, Samsung sent out a technician to have a look at TV and that contracted technician said to them that TV was performing to specifications and Samsung refused to help me. Finally, Binglee's manager replaced the TV with a series 7 TV which was dead on arrival with a dead pixel in the centre of the screen which Binglee replaced. After that with the 3rd TV I had to replace the remote control and this second remote control is very slow to operate and Samsung said that they will send out a technician to check on the fault but if it is not manufacturing fault, they will charge me $220 call out fee. From my experience with Samsung products and Warranty service, I will never buy a Samsung product and will not even think about Samsung. However, I will still buy from the Haymarket Binglee store due to their excellent customer service and helpfulness. At least with my TV I have got Binglee's 5 years warranty which is much better than Samsung warranty.

  • [Deactivated] on 27/09/2015 - 22:23
    +1

    Samsung warranty shudders.
    Had issues with a S2, took it direct to Samsung's Sydney office, so there was NO excuses of delayed post, contractor issues etc.
    TL DR version is they lost it!
    Yes, lost a phone.
    Took months of calls, emails and appearing at their site at the most inconvenient times for service before they eventually gave me a refurbished version.

    Do NOT give up and step up the hostilities each time you deal with them.
    Ensure they know that you are hostile due to their inaction/inappropriate action/lack of professional customer orientated service and your hostility will only increase the longer the matter goes on.
    They're paid to fob you off and not deal with shit, make them earn their money, until it's not financially worthwhile!

  • bbourizk on 30/09/2015 - 12:35

    Its been 4 months since my note edge went missing from vermont plaza. A million phone calls and eventually sending a letter of demand ( on advice from consumer affairs) and threatening with vcat I might finally get a refund. They offered a replacement of the sane model but I declined as I already bought a g3.

    Monday i have them nut bank details so hopefully refund comes through soon.

    The whole process has been a joke and they just give you the run around.

    • what on 08/10/2015 - 14:06

      How did you go. Did they look after you in the end.

      • bbourizk on 08/10/2015 - 16:35

        Haven't heard from them…The lady mentioned something about 10 days. if I get a chance tomorrow I will call them if not then Monday. The refund has been approved from Head office but the service center has to provide it…No doubt they will piss fart around as long as they can.

        • what on 08/10/2015 - 20:16

          I agree. They will drive you mad before you see a cent from them. Then when you have gone crazy, you will get your refund.

        • bbourizk on 08/10/2015 - 20:40

          @what:
          Mate…Its been over 4 months…I aint letting this go…The only way they did something was sending a letter of demand and threatening them with VCAT

  • LYRICALRAVER on 08/10/2015 - 20:52

    can i ask why is Samsung s5 being made in Vietnam? even the charger is made in Vietnam? I thought Samsung was a Korean brand?

    but besides that, I hope my Samsung doesn't play up like the OP's phone…

    actually Samsung products aren't that great. I used to have a samsung flip phone that just died one day all of a sudden. Go NOKIA!

    • eug on 08/10/2015 - 21:20

      Well… Apple is an American brand and it's made in China. Even the $25,000 apple watch is made in China.

      It's probably just cheaper to manufacture in Vietnam than it is in Korea.

  • [Deactivated] on 09/10/2015 - 06:48

    I can't really complain too much.

    Note 2: loud speaker failed within hours from new, took it to granvile and repaired within a day next day picked up and all good.

    Tab 3: daughter initiated an OS update which killed the tablet, after a quick visit they had to replace the main board and all is good.

    Tab 2: upgraded to jellybean but nowhere does it say that the 1gb ram will be dropped to 800mb had a few issues and even the mod at Granville did, tried to downgrade but failed so they put jellybean back on and said how it was but made some fixes and it works well again.

    I'm happy with my note 2 but I can't see myself upgrading anytime soon as my current m2m plan has insane data allowance and my note 2 works….

    I'm happy with Samsung and the service.

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