Samsung Customer Service for failed SSD

Melb69 on 19/10/2019 - 11:48
Last edited 22/10/2019 - 20:40

Just wanted to rant my frustration with Sumsung Customer Services. This has been running for a week since our first attempt.

Just under 3 year old SSD 850 EVO 250G car that failed suddenly. Is under warranty. Surprisingly they didnt ask for any proof of purchase, so maybe there are known issues.

  1. We rang Samsung CS AUs who seem to be an overseas call centre. Had to keep repeating my details to CS person. SHe ended the call by saying she will send a prepaid express post bag. Which did by the way arrive this week.

  2. No instructions or email came with the prepaid envelope. We called again and they then advised that they will need to get the manager to call back. No call back.

  3. We went on live chat. Just as hopeless.

Do we send it back. Worried that it will be lost in their system. There's no real way of saying they got the package to the right person or whatever. Aren't we meant to get a return number or paper work to send it back with the SSD.

ALso really pissed off that a Samsung SSD had failed in such a short time.

Does anyone have any experience with their warranty return to Samsung Aus. How long will it take to replace? Computer is down.

Thanks for reading Rant.

Computing

Comments

  • SydStrand on 19/10/2019 - 12:23

    Returned a failed T3 external SSD, didn't hear anything from them until they replaced it with a newer version (T5) with double the storage (256GB). I guess they ran out of the old model.

    • Melb69 on 19/10/2019 - 12:28

      @strand0410 How long did it take them to replace it once they received it? We were only sent an express post envelope with their address on it. Did you need to put the SSD with a letter or anything? I suspect we will get an upgraded version as well.

      • SydStrand on 19/10/2019 - 15:49

        About 3 weeks. Contacted them, they sent a little plastic postage paid envelop in the mail. Put the drive in that and popped in mailbox.

        • Melb69 on 19/10/2019 - 16:04

          Maybe we will try and print off what he have and the Ref number they gave us over the phone and send it off.

  • nfr on 19/10/2019 - 14:50
    +1

    With Intel I did send back the SSD with paperwork. The Fedex courier gave me signed receipt. Intel support was great. They had the same person following up my case so there was no need to repeat the same story to different people.

  • whooah1979 on 19/10/2019 - 15:52
    -1

    prepaid express post bag

    It’s a prepaid satchel. It can’t be that difficult to pack the item and ship it back.

    • Melb69 on 19/10/2019 - 16:03
      +1

      @whooah1879 But isn't it meant to go with some paperwork? No is shouldn't be that hard and its not, but Samsung CS are hopeless. Send back to them and hope for the best.

      • whooah1979 on 19/10/2019 - 16:29

        Do you have an RMA?

        • Melb69 on 19/10/2019 - 17:43
          +1

          They gave us a referrence number. No email with any instructions forwarded.

  • the Unforgiven on 20/10/2019 - 10:31

    Is this Samsung Australia?
    I remember when there was only 1 Samsung tech in Oz,
    I used to ring him up so he had someone to talk to,
    as he was never busy,
    I think he has help now :p

    • Melb69 on 20/10/2019 - 15:43

      I think it's outsourced now. Doesn't sound Australian

  • the Unforgiven on 20/10/2019 - 18:55

    Did you check or just guess?

    Who doesn't sound Australian? the Aussie bloke I was talking to?

    • Melb69 on 20/10/2019 - 20:17

      Who we spoke to didn't sound Australian.

      • the Unforgiven on 20/10/2019 - 20:25

        It was when there was only one bloke working for Samsung nearly 2 decades ago
        When there was only one Samsung bloke, that would have implied yonks ago
        Of course not all were born in Aussie,
        as there are many more working for Samsung now in this great multi-cultural land down under

        • Baysew on 25/10/2019 - 11:31

          Is that you Grandpa Simpson?

  • HighAndDry on 21/10/2019 - 09:05
    -1

    I'm not seeing the issue. The SSD has a problem and you want a warranty replacement. They sent you a prepaid express bag to return it. So… return it.

    • Melb69 on 21/10/2019 - 12:47

      Ok

      • Melb69 on 22/10/2019 - 20:44

        @highanddry. All posted now, but that dam email that was meant to be sent with the RMA only came yesterday. So I did need to have that. Hopefully they don't take forever to test it and then replace it. 2 weeks it took from the initial contact. The envelope came well before an instruction email.

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