I Am Very Disappointed with Samsung's Products and Samsung's Service!

I am very disappointed with Samsung's products and Samsung's service! Samsung's product is almost the worst of its kind I have used, and Samsung's service is definitely the worst one I have ever seen!

I bought a Samsung mobile phone in October 2020, the model is: Galaxy Z Fold 2 5G. During my use of this phone, it always has various strange problems.
For example, it will mute itself, even if I turn on the volume to its maximum. As a result, I often miss customer messages.

I inserted a physical SIM card, which is my personal number, and the other eSIM is my business number. Although I switched to the eSIM business number as the primary number to call or send text messages, it still uses the physical SIM card to call and send text messages by default. This problem caused me a lot of trouble. I once asked a Samsung technician for help, but he still couldn't solve it after several attempts. He suggested resetting the phone, which I did. But after using it for a few days, it got this problem again.

One day I used my mobile phone to check information. When I wanted to open the big screen, it could not be fully opened, it could not be flat, it could only be a V shape. I gave up after trying twice, and I felt something was stuck in the connection of the phone. When I was going to send it to Samsung service for repair the next day, I found it could be opened again.

I thought I didn't need to worry about it anymore, but I didn't expect this to be the beginning of my nightmare.

After this happens in the mobile phone, its lens will often become blurred, and it will be blocked by the tiny water. I know it is not waterproof, so I never put it in water or even put it near water neither. Later I found that after I put it in my pocket, if I sweat, it will blur the lens in the next few hours. Or put it in the bathroom, and it will do the same, don't need to put it in or near water. The last time I couldn't bear the lens blur, I sent it to Samsung service for repair, and a week later they told me that this phone is not waterproof. If I want to repair it, I need to pay $2200. Later, I even negotiated with Samsung’s repairer several times. No matter how I explain to them, everyone would only mechanically reply that it is not waterproof. If it is repaired, I need to pay $2200. But they can give me a discount, minus $81. I didn't want to spend $2200 to repair this garbage, so Samsung notified me to take it back 10 days later.

When I took it back, it could not be turned on because the battery was completely empty. I brought it back home and charged it fully. Then I found that the lower part of the outside screen of my phone was not working properly. No matter how I touched it or clicked it, it didn't respond. The upper part is normal. I hastened contacted Samsung customer service online. I reported my problem to them, and Samsung suggested that I use the Samsung members app in my phone to report it. Then I did. But until today, two weeks have passed, Samsung still has not given any solution. I have contacted them several times during this period, and every time I got the answer: I’m sorry to hear this, please be patient.

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Comments

  • +3 votes

    Did you buy it directly from Samsung, or did you get it from another store? If the latter I'd try talking to the retailer instead.

    Failing all of that, get in touch with the ACCC.

  • +10 votes

    Tldr

    Learn to use paragraphs.

  • +6 votes

    I’m sorry to hear this

    Same

  • +3 votes

    Quite happy with Samsungs service on an S10.

    Had touch issues with it for a while and went in to a repair center just before the two year warranty was up. They replaced the screen fixing the touch issues and also replaced the battery without me asking.

    • +2 votes

      Ditto.. Had my screen just die. No reason and a week or so outside of warranty. Samsung took it in and repaired it no problems

  • +8 votes

    I Am Very Disappointed with Samsung's Products and Samsung's Service!

    →→ productreview.com.au ←←

  • +6 votes

    Member Since
    35 min ago

    Welcome to OzPhoneIssues.

    You must just be unlucky as I've never had any issues like you describe in your saga above with any of my Samsung phones.

    Where did you purchase it?

    •  

      I have actually had problems with the following Samsung Models:

      S6- Phone battery nearly exploded.
      S7- Samsung replaced my s6 with a brand new s7. (3rd week, went to take phone charger off in the morning, only to find it extremely hot and dead)- Ended up receiving a refund for the s6.

      Note 9- Current Phone. (Camera had to be replaced 2 times as when it went into zoom mode it would start shaking un controllably.

      Samsung customer service have been shit. I ended up speaking directly to a VOC Samsung member.

      Will be jumping ship to iPhone when this one ends.

      •  

        Took a whole year fit them to get the firmware right in the S20 Ultra. Very disappointed. They must rush stuff out the door with View to fix later

  • +1 vote

    Where is the obligatory "Member since" comment?

    •  

      It will come along sooner or later

    • +1 vote

      came just above yours

      •  

        I was too slow. Story of my life!

    •  

      I've been a member since my cat died.

  •  

    Bugger, I must be posting using invisible ink.

  •  

    Samsung fixed my washing machine for free 2 years after the warranty finished. Good company.

  • +1 vote

    Got issue with my ear bud. Bring it to Samsung kiosk. They took it and I got a replacement the next day.

  •  

    who else is here because they subscribed for future Galaxy Z Fold 2 deals?

  • +1 vote

    I've had issues with 2 Samsung phones and found Samsung Melbourne Central to be extremely helpful and quick even without a proof of purchase. Although they did say given what model it was they didn't need to see it as it was within warranty period

    •  

      That is surprising to hear Samsung Melbourne Central assisted you, I was turned away for not having proof of purchase for my Galaxy Tab S 8.4 that was a freebie from Optus even though it was under 2 years old at the time, eventually got it repaired thru Optus.

      •  

        A quick question. Was that model out longer than 2 years at the time or less than? Because my devices was a note 8 and s10 5G and had been available for less than a year when I needed help. I'm thinking that's a possibility of why they couldn't help without proof of purchase

        •  

          No, that device at the time was approx 1 year old

  •  

    I have fold 2 since launch, no problems.

  •  

    I have heaps of Samsung stuff, Fridge, TVs, AC, several phones starting from S2, Tablets including first Samsung Tab which still works.

    Dont know about their service because never had issues with them. Not surprised their Flex phone is a problematic, too experimental

  •  

    Samsung's Essay

  •  

    Ok i’ll say it…thats why i buy Apple products, their after sales service is amazing

    •  

      It's all a bit of luck occasionally. I've been disappointed with Apples and their service and completely switched over to Samsung galaxy phones. Still come across a few iPhones occasionally and get issues! Like microphones that don't work well, batteries that don't last and warp, even after being replaced,… Some people get bad runs with certain brands and assume that's how it is…. I think all brands put out pretty good products and have reasonably good service, but nothing is perfect. I started life with apples and iPhones but since galaxy S5 have always come back to Galaxies - but have had a few other phones like the Pixel, Huawei, CAT. Best quality and service has consistently been from Samsung for me .

  •  

    How does your sweat get in your pocket?

    •  

      How does it not? Around 15 years ago I sweatted a phone to death by keeping it in the tiny front change pocket. Since then I've always worn a phone pouch attached to my belt.

  •  

    I had battery issues with my S4 and they replaced the battery.

    I had issues with my Note 20 Ultra within the first month and I asked for refund

  •  

    for all the pro apple warranty, goal posts have moved there, family member went in yesterday to apple store for booked appointment and was told faulty handset under warranty with the extra apple care premium can no longer be swapped out for a replacement without old handset being sent east for assessment first, approx 10 day turn around.

  •  

    Fold phones are still experimental.

  • -1 vote

    I find Samsung to be most honourable company

    • -1 vote

      I find Samsung to be most honourable horrible company

      I fixed that for you…

      •  

        Dishonourable? Most dishonourable…

  • +1 vote

    I had a bad experience with a Samsung Tab S4 tablet with a battery problem. Actually bought a second one for my daughter because I liked the first one so much. The second one turned out to be a dog, would go flat in four days with minimal usage so she stopped using it. Spent months trying to work out if it was software related and playing with Android settings and OS upgrade (8->9), sometimes was draining 20% overnight just idling. Eventually decided it was hardware issue when I discovered it would drain more than 15% over a week while turned completely off. The first tablet didn't do this, so I thought I had some hard evidence to go to Samsung with.

    Took it to a Samsung third party repairer in Sydney, no fault found, then to Samsung Olympic Park Repair center, no fault found. Impossible to prove to them it was faulty as they believed their diagnostic tools over customer experience.

    Took it to the retailer, explained the issue and not fit for purpose, supplied battery drainage data and comparison data with the other Tab S4 I owned and a four year old IPAD. Manager tested it and could see it was draining fast, but Samsung still refused to repair, said it was within spec., they clearly have very low expectations of the batteries in their products. Retailer refused to give refund based on Samsung's response.

    Formally submitted a complaint to consumer affairs, the retailer didn't respond and suggested the next step was to ask for arbitration if the retailer doesn't respond. Had wasted so much time at this point I gave up.

    So yea, I agree, Samsung customer support sucks. Apple would have replaced the device up front based on the poor performance reported by the customer.

  • +1 vote

    Samsung customer service is worse than useless and has been like that for decades. They are the same as Panasonic. Both companies use their "customer support" departments to give you the runaround and frustrate you until you give up. I've come to the conclusion that if they can not come up with a satisfactory resolution to your problems within the first week, you start insisting on a refund. You may need to go back to the retailer for that.

    The longer you allow companies like this to stuff you about, the less chance of having the issue resolved.

    Not all companies are like that. As an example, I had a problem with an LG TV, but they were on top of the issue and someone came over and fixed a TV within a couple of days. This was after the TV was out of warranty by about 3 months. I just told them that I expected the TV to last longer than the 12 months they give as the warranty on the product. I mentioned that I would expect that they would repair it at no charge, as per the ACL and they agreed without a fuss. Granted, I have a relatively small sample of experiences here, but it's enough to affect my decision making process to the tune of tens of thousands of dollars over many years. I'll be hesitant to spend money on Samsung and Panasonic products because of poor customer service and will consider brands such as LG or Motorola instead.

  • +1 vote

    Sorry to hear about your experience.

    I won't touch Samsung again. Worst service (none) on faulty phone. I also give them glowing recommendations in online surveys and via word of mouth. My aim is to cost them in sales at least 10 times what i wasted buying their heap of crap phone. If all dissatisfied customers did the same, the company might support their products.

  •  

    Have had Galaxy S5, S10+, and my current one is S21 Ultra. Haven't had a single issue with any of them.