December 19th, 2012, 12:09 PM
Thread Author (OP)
Join Date: Mar 2010
Location: Columbus, OH
Device(s): Samsung Epic 4G Touch / HTC Evo Design
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Samsung customer service nightmare
Several weeks ago my phone started shutting itself down randomly. Long story short, it turned out that my battery was swollen and dying. I'm still under warranty so I contacted Samsung customer service and made arrangements to return the phone to them for repair.
I shipped it off and several days later got notice that my ticket was closed and the phone was being sent back with a replacement battery.
I got it back Monday evening, opened it up, went to stick the battery in - and it didn't fit. They'd sent the wrong battery back. So I immediately called them. After forty-five minutes and four CSRs, they finally said they'd send me a new battery by second day air. It was late and wouldn't go out that day, but they promised me it would go out the next day, Tuesday.
Tuesday morning came and I got an email notice from Samsung that my battery had been shipped, along with a UPS tracking number. I checked the tracking periodically over the day and it never changed from "a label has been created." I gave it overnight and as of this morning, same thing.
So I called Samsung back. After explaining the situation the first time I was transferred - then disconnected. I called back and after another hour and explaining the situation in varying degrees of detail to four more people, I finally got them to agree to change the shipping to next day air, so I would get it on Thursday as originally promised.
A few minutes ago I got an email with a new UPS tracking number. Shipping method? Second day air.
I am stunned by the sheer institutional incompetence on display here. And I'm completely at my wit's end. It looks like that at this point if I want my phone before I go out of town on Friday I'm going to have to buy a battery myself.