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Rant

Samsung and Virgin Customer Service

Apr 3, 2015 1:11AM PDT

I purchased my first Samsung phone Nov. 27, 2014, 4 months ago.
I do not talk on my phone a lot however noticed that I would receive a call or make a call and it was dead on both ends. You can call right back and the phone works. Called my provider Virgin Mobile. Took the phone to a Virgin Centre and they sent it in for service. I had the phone for another 5 days and it stopped working again. Virgin told me to call Samsung since my warranty is with Samsung. I did, Samsung sent me some labels to send it to their service centre as it's 9 hr. drive from my house. I went to the courier service and picked up my phone. it was still not fixed. i called Samsung and received more labels to return it again. I went to the courier and picked up my phone again. They have replaced the handset. i went directly to the mall to replace the $20 screeen saver that I had placed on my first phone to protect my phone. i came home, turned on the phone and the SIM card is locked I need a code to unlock. I call Virgin, they try some stuff and tell me i have to call Samsung. I call Samsung they try some stuff, told me to take it to the Samsung service center (9 hrs. away) and then told tell me to call Virgin. I call Virgin back, the customer service finally puts me through to a tech. The tech discovers Samsung has sent me a Telus phone and not a Bell phone, so the phone is locked to Telus, so I need to call Samsung as Bell does not have the code to unlock the Telus phone. Now it's 1 am and Samsung is closed so i went to the chat option and the customer service told me someone from the elevated customer service would call me back in the morning, they opened at 8 or 8:30. About 10, i call Samsung. The elevated customer service rep tell me I need to contact Virigin for the code. Again I explain the Virgin does not have the code (I imagine all this should have been in my notes on the ticket). He went away a few times and told me I need to call Telus for the code. I explained to him (not sure why i needed to) that I am not Telus' customer so they will not give me the unlock code. The rep has now sent an email to the Samsung office to see if they are going to get me the code or send me another new phone. Of course the office is closed until Monday and today is Good Friday, so another 4 days without a phone. I explained that I have not had a phone that works for 4 months, i have put another $20 screen saver on this phone to protect it..he told me they wouldn't do anything about that as that was my choice to put that on and was for my own protection...seems Samsung takes no responsibility for their equipment or their incompetent employees. i wouldn't have to spend the $20 or hours on the phone and trips to the Virgin center or the courier if they would fix the problem in the first place. Oh ya, I asked Virgin "can you help me with this" I was told "no you broke your warranty with us when you dealt directly with Samsung", they were the ones that told me to call Samsung. I should be sending Samsung an invoice for my protector $20 and my time 10 hrs...whats that worth? I also have a a 4 year old Samsung 50" plasma TV, the screen is breaking up. There will never be another Samsung product in my house after this experience. i shouldn't have to fight to have Samsung/Virign provide me with a service that i am paying for and a product that I purchased $600 plus dollars and they have guaranteed me that it will work for a year!

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