Samsung Care + Bad Service & Money Hungry

Samsung Care + is a no go. Bad service and no professionalism whatsoever. I've been a loyal Samsung customer for as long as I can remember, but those days have unfortunately come to an end. I signed up to Samsung Care more than once, this is the first time I tried to claim and I was not able to be helped by Samsung.

On March 1st, my phone fell and my screen was cracked at about 10pm. As luck would have it, this was the day my policy lapsed. With no one to call and no place to take the phone to that time of the night, I reached out to the Samsung Repair store the very next day to explain my situation. The Samsung Repair store was not able to assist and advised that I contact Samsung Care and deal with them directly as they are usually understanding & lenient in instances like this. I mean it was not a month or a week later, the incident literally happened the day before, on the day the phone was still under cover. I explained the situation and the call operator advised that because the policy had ended the day before (1 March 2021), it should have been booked in on that day and that they could not assist me. He then suggested I pay R6000 myself to get the phone's screen repaired. I asked the operator to please speak to his supervisor, as the incident happened while the phone was under cover in terms of the policy. Another factor to consider, is that, being the loyal Samsung customer that I am, I had pre-ordered this phone, 2 years prior to the day the phone fell, being only one of a select few to receive the phone a few days earlier than when it officially became available for mass sales. Had I not been so loyal to Samsung, I would probably have waited a while before taking up the contract for the Samsung Galaxy S10 Plus, meaning my cover period would have been valid and according to the operator, I would have then been covered. Basically, no consideration for being a loyal Samsung customer or the facts of what had happened. The operator then advised that he would reach out to his supervisor, who within a few minutes, had not even considered the facts of the incident but said that they could not help me. (Loyal to Samsung, whilst Samsung is not Loyal to you!)

The Operator further suggests taking up a new policy and then claiming for the cracked screen? I mean.. Sure. Let's all get insurance after our vehicle has been in an accident or after our house has burned down? Why would you ever think that makes any sense!

I further escalated the matter, as I had noted that there is a email address to contact for the CEO of Samsung's office. I received generic, pre-scripted responses. Eventually I ended up on the phone on numerous occassions trying to explain the situation. I thought I was getting somewhere, then another operator said I should provide the details and have an assessor take a look at my phone. According to what I was told, once assessed, they would then proceed. Again, nothing came of this.

This issue has now been dragged out for over 4 weeks and Samsung Care is in no way trying to assist by reviewing the facts of what had happened and the timing of it all.

I am honesly up in arms with Samsung Care. I strongly advise against taking a policy with them. I would have been better off including my phone as part of my household insurance and claiming from them. The service I received was shocking and I am now advising all my clients & colleagues who are with Samsung or considering Samsung to be weary and really consider their decision.

Suffice to say, I will likely no longer be supporting Samsung.

I thought it was just me, but I spoke to a friend to also had a cracked screen, also with a Samsung Galaxy s10 Plus. She also spoke of the poor service, back and forth with little to no help. She eventually ended up in tears, because she was getting nowhere. She said they had no many issues, it was like they were hoping she would just let it go so that they would not repair her phone. This being someone who was well within her cover period.

This was my horrible experience with Samsung Care. After having been with them for years and continuously upgrading to their latest offering.

I thought I would share my experience so that you don't have to go through the issues I had to go through. Rather opt for including your phone on your household insurance, rather than waste your time with Samsung Care. I'm making it know to all my clients and colleagues. Being a professional myself, I can tell you that the service received from Samsung Care is shocking.

After countless emails and phone calls, all my endeavours were to no avail.