My Z Fold 4 covered under Samsung Care+ has been the most painful insurance experience ever and it has left me without a functioning phone for over 3 weeks now… My Z Fold 4 screen & hinge failed about 3 weeks ago, I ended up calling Samsung Care+ to use my warranty claim which advertises to ship the same or a similar device on the same day.
- The system did not have stock so they told me to wait a couple of days for new stock to come.
- A week passed, I called back and they say under their contract they can take up to 10 working days.
- I waited 10 working days, call back and they say that they still don’t have the phone and they can’t just send me the latest model… (two weeks of waiting at this point). I was told to wait another 3-5 days to get a call from “Customer Support” who will hopefully be able to just give me whatever the latest one is.
- I waited another 5 days and no dice :( still phone-less and it has been 3 weeks now. I ask them when they get stock and they have absolutely no idea and still can’t just give me a new phone?! They offered to refund me the claim cost… and I am still waiting with no E.T.A and no phone.
At this point Apple would just pass you a new iPhone at step 1 in my experience if they know there is no stock. I am never using Samsung again, this has been the worst experience and if you’re an iPhone user shifting please think of the after sales support part of this.
This reminds me. I need to fix my OnePlus 6T to serve as a backup.
Totally agree! Between 2 and 3 weeks now without a phone. Only 2 days ago did they acknowledge having/diagnosing the issue. This is the first time that I purchased insurance (for the Fold 4), but I will never use Samsung Care+ again!
So sorry for your poor experience your review will be properly taken into account. As for that i am very sorry to see you go, hopefully one day you will rejoin us. Stay safe!
How much is Care +? Seem like your’e paying for a service that you’re not getting? If they have 10 days, then at the 10th day something should happen.
Ya their support is just so bad…they promised me a replacement too, then as time went by, oops none in stock and no idea when they will get more. I say “it’s an s23 ultra, the best flagship device for Android and you have none in any color, any ram/storage”? They say no. I ended up calling my carrier who said they would take care of me np because of how horrendous Samsung was. I’m not mentioning all the other crap of sending my phone in two times, taking it to a ubreakifixit who confirmed my phone was broken but both times Samsung techs said nothing was wrong.
Just a nightmare.
After my most recent Samsung Care experience (repairing a broken screen on a nonstandard color), I’m just going to report my phone as lost if something happens again.
It took me a week and multiple trips to get my screen repaired. The gas in my car was more than the deductible paid. I would have been better off saying my phone was stolen or lost then waiting for a replacement.
I am almost 3months right now without my fold4 most probably the case will end up in court… last sammy phones for me
This was one of the main reason why I switched from S23 Ultra to iPhone 15 Pro Max. Samsung support is absurd and they will do everything to not provide you another phone. I was paying $13 for the tier3 plan which covers theft and loss
I had no issues with my s23u screen replacement
I’ve been an avid Samsung user but i never purchased thru Samsung themselves. I always go thru the service provider as they also offer insurance on the phone i.e screen repair, damage repair, charge port repair, loss/Theft even water damage etc… N NOT ONCE have I had any issues getting a replacement phone or getting it fixed. I received the phone via next day shipping and I sent the broken one back and that was that! I would recommend going thru the service provider themselves as they will help you no matter what!
Same here. But as I read the stories here, buying directly from Samsung sounds like a nightmare, lol
Thank you for this. I bought my Fold 4 directly from Samsung (first time non-carrier). Samsung Care is truly terrible. Won’t make that mistake again!
I also had that same experience in a service center when I consulted my previous S20 FE that has water damage issue. They said that there is no stock. I waited after 2 months, and still there is no stock of LED display, even the adhesive they have no stock! I get so frustrated that I traded in my S20 FE for a S23 instead. I really hope I can daily drive this Galaxy S23 for 4 years before I switch to Galaxy S28.
I’m nervous if I ever need my samsung phone fixed. All these horror stories. I love my samsung more than my old iPhone, but the customer service for samsung is worrisome. Apple definitely had the best customer service. To be fair, I have an apple store near me so I went in with a phone that had a huge glob of dead pixels and they just decided to give me a “new” refurbished phone same day.
dealing with them for the second time this year. they are the FUCKING WORST. the website flat out doesnt work, the CS reps are completely clueless. if i didnt have an iphone via work i would have long since dumped this and switched