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Rant

SAMSUNG SUPPORT MADE ME CRY!! ITS A SCAM!

Jan 27, 2015 8:36AM PST

This past Christmas I received a Samsung Gearfit device as a gift from my brother and his wife. The device was purchased from Samsung.Com website, and was shipped from Samsung factory in Mira Loma, California.

The device was factory sealed in original box, I opened box on Christmas day. Device never turned on. There is no display on device. The device vibrates, but there is no display (it's supposed to be a 'smart watch')charging the battery on device does not help.

I called Samsung technical support on January 5 for assistance. Since that time I have called three more times, for a total of 4 'help desk tickets'. Each call ends the same way, the Samsung technician is stumped because the Gearfit device does not have IMEI number, Gearfit devices do not have IMEI numbers, only phones do, but the Samsung technician is baffled by this, I am told it will take 3 business days to review the issue and I will receive a call back, but I never do. I wait three days, even four days! Five days! Than I call Samsung again, and the entire process starts over. One time I received an email that my ticket has been closed and to call an 800 number to request further assistance and of course I followed directions and called the 800 number, which resulted in same spiel - need 3 days to investigate issue, you will receive call back.

The fourth time I called I requested the issue be escalated - I requested a supervisor (Kristopher, Employee ID STAM5060), and when the Kristopher told me I would have to wait three business days, I asked for his supervisor. I was connected to another supervisor (Mercy? I neglected to get her employee ID), but was told I would have to wait 3 business days to receive any kind of help - AGAIN. Well, it's now been four days, and still no call back (Mercy promised promised promised!! she would call me back by Monday a.m. - she also requested I email her copies of receipt and packing slip, which I did).

I am not asking for a new device, just please repair this device! It's still under warranty! Is this some kind of SCAM?

The Samsung staff I've spoken to on the phone have been very polite and courteous, I don't blame the Samsung staff, I blame the Samsung process.

Ticket Numbers : 2132847900, 2132883164, 2132905545, 2133126457

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