Samsung Electronics America
Poor customer service and Repair Service

On December 10. I sent my phone GalaxyPrevail to Samsung. I patiently waited for an email, or call since I was advised I would. On January 30, I still have not received my phone. After calling them the month of December and January (weekly). I was advised my phone had been lost through UPS (no email received on this important matter). I filed a claim with UPS and they were to contact Samsung for details. My phone was found and was given a new Tracking label. After I found out they now had received my phone, I asked for the E.T. A on the return of my phone. I was told we do not know you will receive an email. I explained I have never received an email from the very beginning. I asked to be transferred to a manager or supervisor, (no empathy, no help, no alternative solutions) worthless and most pathetic customer service ever! I asked for Management at this point, after waiting over 2 months - The supervisor listened and stated - this should not have gone this far. I told him I want a phone or reimbursement for this phone. I was told the receiver was misplaced and the reason why cannot give ETA is because they did not even start working on it. I advised the supervisor to put each and every representative on some type of training, because the service levels at Samsung are atrocious. Finally I received my phone today 2-28-12 and the Dealer who was reactivating my phone said there is a problem - your phone is not activating it may be defective. I cannot believe I waited this long to now get the cell phone which still does not work. I want to get full refund on the cell phone purchased and if not, I want a brand new phone out the box. Not some crap that someone else returned and was never repaired. This is absolutely unacceptable. With as much clout, I thought Samsung had in the industry, this is the type of service they provide? The Dealer called Samsung and advised the phone is not activating, they said they need more time to figure out why the phone isn't reactivating. I left the phone at the Dealer, since I do not have a phone where I can be contacted, they advised will call back in 24-72 hours on this issue. Today - STILL NO PHONE! - EMAIL SAMSUNG SENT ME -

Thank you for your patience. Your product was shipped on 2/24 at 4:51 PM EST. Service Ticket Number: 4113176797 Ship Company: UPS

Tracking Number: 1ZAY45313673471635 Serial number: A000002ADCFFF1 Please view additional information below for more details.

Original problem:
technical inquiry - lcd / touch panel / led - touch screen not responding

Problem found:
TOUCHPAD FAILURE

Solution:
replaced touchpanel - prl updated - s/w updated - passed all functional testing

If you have any additional questions, please call us at 1-888-987-4357 and reference Ticket Number: 4113176797.

Thank you. Samsung Electronics America

Company: Samsung Electronics America
Country: USA

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