Report Abuse

Flag a comment for removal

Please use the form below to report a comment to us. We do our best to monitor user comments and we have zero tolerance for profanity, personal attacks and other malicious posts.

Thank you for taking the time to bring this comment to our attention.

Report Abuse

Original Comment We have been buying Samsung products for many years. 60 inch flat screen TVs, many note cell phones, from the note 2 up. Every year looking forward to the newest model. The problems started from the note 9. I noticed the earphone Jack was defective. Sadly, I don't often have a need for them, so by the time I found the problem, it was too late to contact them. I wrote it off, thinking I should've tried it when I bought the phone. When the note 10 was released we rushed out and purchased it. Paying in full with cash, as always. We haven't had the phone for a year and we got an error message that the phone was unable to charge, the internal temperature was too cold. We went to T-Mobile to purchase another phone. The employee told us to contact Samsung since the phone was under a year old. I contacted Samsung and they directed me to a certified repair center. The company said it was most likely a sensor. After assessing the device, they referred us back to Samsung, stating the motherboard on the phone was bad. I called Samsung for the next step. They wanted me to send the phone in for repair or replacement. I did. We just received the phone back. The charging problem seems to be corrected. Only now we have scuff marks near the s-pen and you can feel the phone isn't sealed properly. I called Samsung customer service. My call was answered in the Philippines. I asked to be transferred to the US. They said they were unable to do that. I held for a supervisor for 50 minutes and 23 seconds before being disconnected!!! I called back 2 more times and got the same representative that disconnected me again twice!!! I called a fourth time and got a representative named Joyce who was able to connect me to a supervisor in the Philippines. I explained my frustration with the Samsung experience and my problem with the repaired device. She told me they received the phone with scratches and didn't address the seal at all. This phone has never been removed from the high impact military grade phone case and bulletproof glass I purchased on day 1!!! She told me she would transfer my call to the repair center, where I sat on hold for another 41 minutes before I gave up. This company is a joke! We will NEVER purchase another Samsung product again. I've never encountered such poor customer service in my life. Apparently there is no US customer service and nobody cares. I intend to share my experience with this company everywhere I can. Your company should work on retaining customers and produce products that are reliable and stand behind them. This wasn't a $10 item. We spent $1200 for this defective device. We will be switching all of our devices to Apple. They provide US customer service and stand behind their products. <br /> <br /> Extremely disappointed and dissatisfied former customer

Feedback

Your Name

Your Email

Verification