Edit: edited to be less ranty
Just wanted to share my experience relating to Samsung's appalling warranty process. Phone is a Note 20 ultra 5g 512 which has been kept pristine.
Device has gone in twice for warranty - first time around for soft photos in tele - verified by Samsung rep at their store. Phone went in, came out and all was good…or so I thought.
Discovered main camera lens kludged fixes by techie and now dangles off to one side and rattles as though it isn't secured. When tracking focus is activated, the focus box sometimes shakes, sometimes moves from one side to the other, sometimes disappearing completely. Tech's also left a blue piece of plastic I recognise as the spudger from an iFixit kit inside, which has now disappeared into the phone through a crevice. Tiny specks of dust have also appeared between main lens element and camera glass (Aware at this sensor size and focal length there's no impact to image quality). Pretty sure water resistance at this point is out the window.
Took it back to Samsung a 2nd time, rep escalated to a "voice of customer" person after verifying claims
I specified what the symptom, potential cause and possible fix may be… and here's where my blood starts to boil.
Voice of customer rep emails at 4pm on a Friday afternoon to pass on the tech's suggestion it could be the "app, accessory or sim card", tech flashes the firmware, packs it up and sends it off before I had a chance to respond.
Samsung rep at store was at least honest enough to admit tech did nothing. Providing poor feedback via email netted zero response, agent on live chat suggested I "should test it".
One more try at rectifying this with Samsung before I go to ombudsman.
I work in tech, I photograph as a hobby and I know how these things work under the hood soft and hardware.
At least friends found amusement in Samsung techie's response. I have all correspondence as evidence, have been assertive yet polite thus far. Understand customer facing roles isn't easy. To say I'm disappointed is an understatement. Have worked as a tech and with similar calibre people in the past, and this just screams incompetent & IDGAF.
Am I being unreasonable in wanting the phone working as intended? Is this OTT? Any suggestions on next steps or approach? Anyone else experienced similarly poor service / technical aptitude?
TL:DR: Dissatisfied rant regarding Samsung's technicians breaking my phone's camera then not diagnosing correctly.