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Samsung Support Fail

Samsung Wireless ChargerEver been in that neverending loop of non-support support? Here’s a great example, and I’d love to get Samsung to notice. This is not about exploding phones. It’s much more sinister because the problem is hidden.

My wife and I each own Samsung Galaxy Note 5s, which have the capability, supposedly, for wireless fast charging. That keeps us from ruining the USB ports by constant plugging and unplugging.

That would be great . . . if it worked consistently.

We bought three Samsung OEM Fast Charge Wireless Chargers from Target. These aren’t knockoffs or counterfeit. They are the real thing. All three worked fine for a few days with both phones. Then, the problem began. When we place the phones on the chargers, the blue light on the front begins to flash and a message appears saying “Wireless Charging Paused” and charging never resumes.

 

See what happens when we try to charge our phones:

After experiencing this problem with both phones and all three chargers, I began looking online for a solution. It turned out we weren’t the Lone Rangers. Many, many people are experiencing this problem. Many solutions are suggested by users. Some seem to work, but those that do are random and temporary.

So, I called Samsung support. Twice. The only solution given was for me to return all three chargers for replacement. What? Tell me the odds that three chargers are all bad. And, what about the thousands having problems online. That many Samsung wireless chargers are manufactured with a flaw?

Good grief!

When I told the Samsung representative there must be a better solution than returning THREE chargers, especially with the online testimony that replacing chargers did not solve the problem, she suggested that I E-mail support. She said, the email messages went “directly to the office of the president, so  they are required to respond back within 24 to 48 business hours, so people who are having issues and who are, you know, very upset and not OK with their resolution, um, especially with something this, they would probably look into that and probably do something for you more appropriate than I am able to do right now.”

Listen for yourself:

OK, so I emailed support. You can see the complete messages below, but I’ll summarize them for you.

After the canned opening, the emailed support solution was to return the chargers. Veerender, the Samsung rep, did respond to the part of my message about thousands of people having the same problem with the chargers I was having. Veerender wrote, “There are no reported issues with any our products and replacement accessories. We do not take 3rd party websites into consideration.”

In my reply, I wrote, again, that the complaints I’d seen on the Internet were on SAMSUNG’S SUPPORT PAGE COMMUNITY FORUM, as well as many other websites. Clearly, the issue has been reported in SAMSUNG’S OWN SUPPORT FORUM.

Good grief!

Then, the Samsung support system got worse. Samsung replied via Email again, and again the rep, this time named Tushar, said I should return the chargers for replacement. Then, I swear by all that is holy, Tushar suggested this:  “As the Email support you have contacted deals with basic troubleshooting and technicality of the phones and we do not have enough tools or resources to get the information for you. Please contact our voice support at 1-888-987-4357, Mon-Fri: 7:00 A.M. to 2:00 A.M. (CST), Sat: 9:00 A.M. to 10:00 P.M. (CST).”

So, just to be sure we all understand, the phone rep said to use the email system because she was unable to help me and the email system rep, Tushar, told me to call the phone system because he, and his email support colleagues, were unable to help me.

Good grief!!!

So, here we are with three wireless chargers that don’t work, or work intermittently at best. They are useless and Samsung has no solution but return and replace all three chargers, which, according to the testimony of many others, does not solve the problem.

So, you ask, why don’t you just return these chargers under the warranty? I probably will, but I am someone who saves receipts. Truth is, most people don’t. Returning them for replacement is an onerous task most people don’t have time for, so they’ll just make the chargers a paperweight. When a company knows it is selling a flawed device, ignoring the problem is never the right answer, no matter the onerous, and apparently ineffective, suggested remedy.

Hey, Samsung, get your support act together and either find a resolution for these chargers’ problem or quit selling them!


Email Messages

Email Message 1

Dear Ed,

Thank you for taking the time to contact us at Samsung Technical Support. We always appreciate hearing from our customers.

It must be disappointing as all the three wireless chargers failed to work. I will provide you with the information to replace the chargers under warranty.

First of all, I regret for the inconvenience. I understand the importance of your accessory to work correctly.

Samsung always strives to produce the products which meet customer’s necessaries, demands on functionality, user reliability, and technical durability of materials. Samsung products are manufactured under careful conditions and are inspected before leaving the point of manufacturer.

There are no reported issues with any our products and replacement accessories. We do not take 3rd party websites into consideration. I appreciate your patience and efforts for charging your Note 5’s with the wireless chargers to narrow down the issue.

As this issue cannot be resolved with troubleshooting steps, please ship the wireless chargers to our service center for physical examination/replacement. I regret to inform that there is no other option.

To ship the wireless charger to our Samsung service center for physical evaluation/replacement, please contact our Live chat / Voice support team to file an accessory replacement ticket on your behalf.

To replace the charger, the defective charger should be sent to the Samsung repair center for evaluation. Our repair technician will determine if the cause of damage is due to defect or an external source. If the damage is caused by a defect, the charger will be replaced under warranty. In order to receive a replacement charger under warranty, a copy of the Proof of Purchase must be supplied with the accessory that is being sent in.

Samsung provides 12 months of warranty to the phones and its accessories from the date of purchase. Physical and liquid damages are not covered under Samsung warranty.

You may opt for any of the below provided options:

1. Check the possible options by contacting the Carrier / place of purchase.

2. If the wireless charger has insurance, contact the insurance provider to check possible options available.

3. You may contact our chat support for further assistance in filing an accessory replacement ticket for your wireless charger.
Link: http://www.samsung.com/us/support/contact

They will file an accessory replacement ticket and provide you with the ticket number to you and send the UPS label to the email address.

Take the print out of the ship label and stick it on any one side of the box and write down the ticket number on other sides of the box and drop it in a UPS office.

The TAT (Turn-around-Time) for the service is 2 business days for ship in + 7 to 9 business days for Service and 2 business days for ship out.

4. You may also file an accessory replacement ticket yourself by filling in the details in below provided link
Link: http://www.samsung.com/us/support/service/request

5. You may also contact our voice support team for further assistance in filing an accessory replacement ticket for your wireless charger. Please contact our voice support at 1-888-987-4357, Mon-Fri: 7:00 A.M. to 2:00 A.M. (CST), Sat: 9:00 A.M. to 10:00 P.M. (CST), to send it to Samsung service center.

Hope the above information helps. Please revert to us if you need any further assistance. We will be glad to assist you.

Should you desire additional assistance, we invite you to access the above link to speak to a Chat Specialist. Our technicians are more than happy to assist you further. Chat Support is available 24X7.

For additional support and updates regarding your product, please follow us at @SamsungSupport on Twitter or like our page at https://www.facebook.com/samsungsupport.

Thank you for choosing Samsung products.

Sincerely,
Veerender

Email Message 2

Dear Ed,

Thank you for taking the time to contact us at Samsung Technical Support. We always appreciate hearing from our customers.

It must be very inconvenient for you as the Samsung wireless charger is not working and you do not want a replacement for the charger.

The community page is for the people to write their views and any information they wish to share.

As you mentioned that you do not want a replacement in this case please contact our voice support team they are the right person to help you. Please contact them and they will assist you further.

As the Email support you have contacted deals with basic troubleshooting and technicality of the phones and we do not have enough tools or resouces to get the information for you.

Please contact our voice support at 1-888-987-4357, Mon-Fri: 7:00 A.M. to 2:00 A.M. (CST), Sat: 9:00 A.M. to 10:00 P.M. (CST)

I am sorry for the inconvenience caused. Trust me I am helping you with all the information I had from our end.

Should you desire additional assistance, we invite you to access the web-link http://www.samsung.com/us/support/contact to speak to a Chat Specialist. Our technicians are more than happy to assist you further. Chat Support is available 24X7.

For additional support and updates regarding your product, please follow us at @SamsungSupport on Twitter or like our page at https://www.facebook.com/samsungsupport.

Thank you for choosing Samsung products.

Sincerely,
Tushar

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