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Question

Samsung Return Service for Note 8 Phone

by jinojose83 / February 3, 2018 4:44 PM PST

I Pre-Ordered an unlocked Note 8 Phone from samsung.com in Aug 2017. I received the phone on Sep End. Very next day I faced a weird issue. During the phone call, may be around 1 minute later person on the other end was not able to hear me. He disconnected the phone and I called him again and then no issue. After 2 days it happened again.

I contacted the Samsung Technical Support and they told to get the latest software update. I did that and the issue happened again after 2 days. I contacted the support again and they said they never heard about this issue and told me to do a factory reset of the phone. I did that and there was no issue for next 2-3 days and 4th day it happened again. I was little upset and contacted the support again and even asked about the return process. They assured me that this is a small technical problem on the phone which can be easily fixed. They told me that this is carrier issue (I bought an unlocked phone?), change my carrier. Then I started using my AT&T account on this phone after replacing the Verizon. By time, I was over 15 days of the purchase date.

The issue happened again after few days. I contacted the support again and asked for a return. They said I can't return the phone because I Passed 15 days of the purchase date. Also they claimed that one of the application installed on my phone is causing this issue. They advised to use the phone in safe mode and confirm this. Nest 1-2 weeks, most of the time I was using my phone on safe mode and finally the same issue happened.

I again contacted the support and this time I tried to talk to a super visor. He said that I am simply making this news. He told me to give the phone to a Samsung authorized service center so that they can check the phone. I drove 2 hours and gave the phone to the service center they said. After few days an agent from the service center called me and told that they are going to change the microphone and some other component of the phone to fix the issue. Next day when I contacted the service center, they said that phone has a serious (motherboard) issue which they can't fix it. They told me to come and get the phone back.

I contacted Samsung again and explained the situation. They said that they can't do anything special, since the phone is still under warranty, they can try to fix the phone which will take some time. I tried to explain them that I paid $1000 for the phone and day 1 onwards I am having issues with this phone. Either I want a new phone immediately or a refund. I was going on a vacation next week and I can't go without a phone. Finally the Technical supervisor talked with
a sales super visor and he initiated the refund process. He gave me a return incident number - 711907. And I told them that I am going to purchase a phone from my nearby shop since they were processing the refund. All these details were written to the ticket.

I called 2 times in the following week to check the status of the return and the agent told no need to keep checking, Samsung will contact you when this is processed. I went on a vacation after that. When I came back I contacted Samsung again. The response was shocking. They simply closed the ticket without any reason (They didn’t even inform me). When I asked more details, they said return request was made after 15 days of the purchase date so the refund request is rejected. When I asked when this was rejected, they said it was rejected within 3 days of the request made.

Now I am sitting with a faulty phone (where I can't make any phone calls) and I don't have any Idea what should I do next? Can anyone help me?

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