I had a horrendous experience with Samsung. Upon searching on Google, their rating on product review is 1.6 stars out of 5 for their warranties. Recently purchased Galaxy S10+ for over $1000. Phone restarts multiple times a day and apps would constantly crash.
I showed the problem to the Macquarie Samsung Studio in person and they agreed with me that there is a problem. Send phone back to Samsung service centre to be repaired and they said they found no fault. Gone back and forth a few times. They sent the phone back to me and problem still exists.
Sent it back again Richard from the VOC team still say no problem with it. I asked them to check with the Samsing studio staff that sighted the problem and they say they can't get in touch with them.
At this point I'm angry and frustrated. I think theyre trying to make this as frustrating as possible so you just give up. Any one experience the same thing? Any tips on how I can get a refund or exchange? Can I go to fair trading to complain? How do you punish a dishonest business?
edit: they are also unwilling to send me the logs of their test results
Edit2: i asked richard for his managers name and details and he told me he doesnt have a manager and that hes the highest point of escalation.
Update: picked up the phone today and turned it on in front of a different studio staff. Crashed after 2 minutes into the setup process from a fresh factory reset. The studio staff again agreed with us that there is something very wrong with the phone. He called someone called Dan at VOC who said I have to send it in once again, and "hopefully" this time they can find the fault with their diagnostics. You'd think at this point after multiple staff sighted the problem its pretty clear something is wrong with the phone even without their so called "comprehensive stress tests". After escalating to Dan I also found out that Dan is a higher escalation point. So effectively Richard at the VOC straight up lied about him being the highest escalation point. I've requested Dan's details and will not stop until i get a satisfactory outcome. I'm fed up about dishonest businesses that treat their customers like crap.
Update2: The 3rd time phone was sent in and after months and months of back and forth, Richard said the preliminary assessment is to provide a refund once all the information comes in to them (still no guarantees). I asked him why the studio staff was able to get in touch with Dan within minutes to provide information as well as give me his direct number while he didnt bother gathering the relevant information before knocking the claim back. Richard said he wasnt able to get in touch with them via email as that was the "official channel", which is utter bs. The studio staff was able to call Dan who was able to make the decision to refund within minutes. Richard then proceeded to say he is happy about the outcome. Im going to continue to escalate to their managers or executives or CEO. Its not right that they treat customers like that and I hope no one else has to go through this.
Fyi see samsungs customer service ratings https://www.productreview.com.au/listings/samsung
Other complaints about samsung VOC on ozbargain: https://www.google.com/amp/s/www.ozbargain.com.au/node/20453…
Take it back to the retailer.