samsungcareplus.com Recensioni 162

Shocking experience.

Had my phone stolen on Friday 08/03. Report it the same night, haven't heard anything by Monday so I call them up.

No record of the claim despite the fact I've entered the card details to pay the excess. So I have a conversation with the agent on the phone where I was interrogated.

They send me an email asking for the most obscure information, some of which, having remotely factory reset the device, may not have been available to me.

They wanted:

+ A usage report from my network (fair enough)

+ Proof I'd tried to call the phone from another number (why when it's been stolen, "hi there, hello can I have my phone back please?"

+ Location history of the device (fair I guess?)

+ App history of my Google account (why?)

+ A screenshot of the devices in my Google account, with that device and a clear image of its IMEI (surely proof of purchase is more than enough to ensure this device has been purchased by me but ok)

None of this is made clear to you when you sign up or when you start your claim so if you've wiped your device in fear of your data being taken, you could find yourself in deep water.

So I send them the data over, being told I'll have a response the same day. I don't. I get an email the next morning saying they still need some information from me, requesting the same information, no details about what was wrong (if anything) with the info I sent over the day before, so I send it all again. No response till next morning.

Response says some of the information is STILL missing with the list having been edited as a screenshot wasn't good enough for one of the bits of data (proof of usage) it needs to be a PDF, but screenshots of everything else was fine. Send over the PDF. Don't hear anything from them again.

Next morning I get an email asking for the PDF I sent over the day before. And don't hear anything for another day. At this point it's one response a day, for a service I was assured would be resolved in 2 working days.

Next morning I get an email, asking me to contact them as more information is required to approve my claim. Call them on my way to work to be told my claim has been approved, fantastic, but there is no one available to take the payment (even though I'd entered my card details when making the claim in the first place) for the excess and they'd have someone call me back as soon as they're free, explains they'll take the payment ask which colour I'd like and my phone should be with me quickly. It's now Thursday. I made the claim Friday night. I get to work, wait an hour or so and call them back.

This time, the person I speak to takes my payment with the press of a button, as I'd set it up when initially making my claim, and tells me they're going to place the order for my phone, no mention of colour or anything, so I ask. I'm told they can't guarantee I'll get the colour I initially purchased, it depends what's available, do I have a preference? To which I say yes, the colour I initially purchased, and then tell them of my preferences if not available, but I'd like to know what IS available. They say they can't tell me what's available, after the call they'll place the order, then call me back and let me know what's been ordered.

Later that day, I receive an email saying my order has been placed and DPD will be in touch shortly to arrange delivery, no mention of colour in the email. I wait for the call, it doesn't come.

I call them back, but they're unable to see what colour has been ordered, I'll just have to wait until it arrives.

It arrives the next day (Friday) so it has now taken a week for the service will advertises 1-2 working days to fulfill claims. Lo and behold, it's not the colour I initially purchased. "As is stated in their Ts and C's. *eye roll* but at least it's my second choice and I have my phone replaced.

I guess my overall experience has been terrible on several fronts.

Customer Service was shocking.

Communication was awful.

The process was far too complicated.

They refused to cover the colour I originally purchased without providing options to perhaps wait for them to be able to procure that colour, or even tell me what colours were available.

I wouldn't mind, but I ordered and am paying for a 1TB galaxy 24 ultra, not a cheap phone and a phone I selected the colour for a reason, it even specified in my policy that was the model and colour covered. So now I'm paying for a device I didn't even choose in the first place.

I thought getting my insurance direct from Samsung, would be a similar experience to getting apple care from apple. Covered, no quibble, no fuss, we'll just provide you with a new phone here ya go. Not at all.

I've had better experiences with any other insurer I've had in the past, whether it be Barclays, the insurance provided by my mobile network, anyone.

I absolutely will not be using them again and I would discourage anybody else from using them

The service was terrible. Tried to pinpoint problems on other platforms and businesses. Would not even try to solve issues. After 2 days of communication I just gave up. They have the latest people with no effort to help anyone. I tried not to give them a star at all

Truly horrendous company. Renewed 2 year warrantee with Samsung Care+ late February. Been calling in since then a total of 9 times and my issue was still not resolved. Dropped phone physical damage I went to one of their certified stores and was told by the repairman that the part for my S23 Ultra has not been available for the last 2 months and he advised me to call Samsung to get a replacement phone to be sent home. Called 1st time, was told I needed to wait till March 8 (14 days) before I can file a claim. Called back 2nd time told them the situation they sent me a link for 99 dollars for replacement fee but status online showed request to schedule a repair. Called back a few more times they filed new claims but cancelled some of them saying there was a glitch in the system. Called the 7th time sent me 2nd link for 99 dollars then said my phone will arrive the next day, which was yesterday, but it did not. Called the 9th time this morning, was told there is a glitch on the system and I will receive an email within 3-4 hours. It's been 7 hours and still no email. They keep passing the buck and lie to me for a simple request to send a replacement. Charged me twice for services that were never rendered; I'm still waiting for refund of first 99 dollars paid. This is the worst company I've had dealt with. Nearly 1 month and cannot solve a simple issue. Very quick to take your money but underdelivered. Very disappointing I will not continue with Samsung phones in the future. How many glitches, excuses, phone calls does one have to go through to get a simple fix?

Je confirme les avis laissés par les autre sutilisateurs.
Ne souscrivez pas cette garantie car rien n'est fait du côté de Samsung et de ses sous-traitants.

A fuire.

Absolutely the worst customer service center that goes to the most incompetent call center in India. DO NOT BUY THEIR SAMSUNG CARE PLUS. ITS A COMPLETE SCAM. THEY WILL CONTINUE TO ASK FOR YOUR COMPLETE GOVERNMENT CREDENTIALS, EVERYTHING ABOUT THE PHONE PURCHASE THAT HAS YOUR PERSONAL INFORMATION. MANY EMAILS BACK AND FORTH ASKING ME TO PROVIDE MORE PERSONAL INFORMATION FROM THE LAST. THIS IS A COUNTRY KNOWN FOR SCAMS. I am reporting them to the better business bureau for their continued lack of commitment.

I would give them zero stars if I could. We have 3 Samsung phones with the insurance protection. One phone got a broken screen and we tried to file a claim to get it repaired for the $29 charge per contract. When we filed the claim they tried to charge $199. We called and after an hour wait on the phone, were told it was a technical issue and had to be escalated. We were told 24-48 hours. After that time had passed no response from Samsung Care so we called again and another hour on hold. We were told they would cancel the 1st request and start over. Still no resolution. On top of this it was almost impossible to talk to the agent as there was extreme chattering in the background and the agent had a very strong accent. I would not recommend Samsung Care!

As the other people over here I have the same problem with broken screen. Brought to local repair shop and they told that they don't have replacement part. Called Samsung and they gave me 3 options. To wait for screen to be available which could take up to (no date given) six months or more, or to pay $99 for replacement phone or to mail in repair but with same condition of unknown date of repair. Samsung is a joke. Unfortunately being loyal customer for so many years I will cancel my order of new S24 ultra and probably get LG or Google phone. They can not meet what they promised and they literary don't care. Good by Samsung.

Jag hoppas att inte tar bort detta! Det uppstod ett problem med min telefons mikrofon. Först gick jag till Samsung service, Sveavägen 24.

De sa, ring Samsung och kontakta dem. Jag tror jag ringde 5-6 platser totalt. Varje nummer jag ringde gav ett annat telefonnummer. Till slut var jag tvungen att läsa det här problemet på Samsungs webbplats och lösa det själv. Jag rekommenderar definitivt inte.

Tidigare skulle du bara lämna telefonen och få tillbaka den två dagar senare.

Dem har löst alla fall. Tack för hjälpen.

Based in UK, took insurance out with Samsung thinking they would provide a top rate service. Cracked screen and filed claim. Only options are to send phone off or take to Samsung store but nearest store is miles away. Arranged a collection - Communication was terrible. Tracking the repair and they still haven't started work after over a week from commencing claim. My partner had his fixed at home within 2 days with bank insurance.
Please research options before assuming Samsung would be a good choice like I did.

They told me it was a 29 dollar deductible to get my phone fixed at their center near me. The center I went to couldn't get the needed part, so samsung care told me I had to either send my phone to them and wait 10 days or pay $100 for them to send me a new phone and me to send mine back. After I paid the 100 they told me I had to have $910 on hold in my account until they got the phone back to make sure that I sent the phone back. So I borrowed that money and they said it would be here in 1 to 2 days. The 2nd day, I called them, and they said due to high demand it will be 3 to 4 days before they even send it, so I won't get it for ANOTHER 4 to 5 days.

My screen cracked, so I made an appointment and drove to uBreakiFix. Employee just says "we don't have any screens!" So, having Asurion insurance is a waste of money! And now you refuse to refund the $29 I paid to make the claim that your employee refused to honor.

Do not do it, my brand new phone was stolen, I have waited a month and they have told me that cannot tell me when I will receive a replacement. the customer service is awful. absolute waste of money

No update even after 3 days.
I have raised a claim. No update yet. Looks like a scam

Awful do not pay for premium care. Cracked my screen no local repair shops, including the Samsung repair flagship store has screens they've been backordered months. When calling you have to get Transferred multiple times tell your details over and over. No one speaks decent English then the will ship you a new phone of course for $100 (legal scam to get more money from you) as well as put a $1000 pending charge on your card until they get your old phone back. Entire thing is extremely time consuming and frustrating and all the trouble is put on the customer. They don't care at all. Save yourself the headache.

Dommage qu’on ne peut pas mettre 0 étoile …
Deux téléphones envoyés en réparation et deux fois des problèmes.
En commençant par la déclaration du sinistre non validé de leur côté jusqu’à l’envoi du téléphone à la mauvaise adresse.
Obligé de les appeler toutes les semaines sans rien qui avance ..
Ils se rejettent la faute entre leur prestataire SBE et Samsung.
J’envoie ce message depuis un iPhone car je n’ai toujours pas récupéré mon s32

Worst experience. I strongly discourage purchasing insurance through them. I dropped my phone so I had to submit an insurance claim. The company originally said I needed to get the phone fixed at a store that's 45 minutes from me. Before they would submit the claim, they told me I had to call the store to ensure they had the correct part. Mind you, this was not just a physical issue. The screen itself was blacking out and there were digital lines across it. I don't think this could be fixed by simply replacing the screen. Anyway, I spent about 20 minutes on the phone with the store trying to ensure they would have whatever parts would supposedly fix the issue, just for the store to tell me they aren't able to see inventory. I then had to call samsung care back to let them know, at which point they just said they'd mail me another phone.

I received the phone 2 days later, but could not receive texts or calls, as the phone was locked to another mobile carrier and wouldn't recognize my SIM card. I called Samsung twice to tell them the issue. Both times they told me to talk to my mobile provider to have them fix it. Two visits to my mobile carrier and one very long phone call later, they said they cannot unlock the phone and Samsung needs to send me an unlocked phone. I called Samsung care again, at which point they told me to send an email requesting they send me a replacement device. This was a week ago and I still haven't received the device. Supposedly it's coming today. And who knows if this will even be an unlocked phone.

I highly recommend that you just purchase your device and insurance through your mobile carrier. It has been a nightmare dealing with these people and I haven't had access to personal calls or texts for a week and a half. I thankfully have a work phone I can use for emergencies and to get this issue straightened out. If I didn't have that, I would be SOL and they do not care.

AVOID AVOID AVOID
This has got to be one of the worst insurance companies out there. You'd be better off throwing your money on the ground! Just received my phone back tonight, 20 days after the claim was made. Yes the front screen and back glass of the S23 Ultra was replaced however my old cover was put back on the phone and filled with tiny shards of glass which yes damaged the new glass on the back of the phone as well as cutting my hands.
The phone was also reset and I was u able to back it up before I sent it off.
I also attempted to contact samsung (don't) care+ multiple times for updates or progress it was exteamly unhelpful. Just please avoid them. I have been a loyal samsung customer for many years infact every appliance in my house is samsung, extreamly disappointed with there insurance and do not recommend them at all! Please avoid, its 2023 dispite all the other issues 20 days to replace a screen cover is unacceptable!

Horrible I cracked the screen on my phone they didn't scheduled me for an appointment to have my phone repaired. I went to the appointment and I also paid the $29 for the appointment. I got to the shop and was told that they didn't have the parts to replace my screen and that they were on back order. They also told me they didn't know when the parts were coming in. So now frustrated I wasted half of my Saturday and my money. I called Samsung they told me the only thing that they can do is send me a replacement phone which will cost me $70 more. This is not my problem that they don't have the parts to fix my phone. Samsung does not care about its customers one bit. I have multiple Samsung appliances Samsung TVs in Samsung mobile devices in my home. I swear I will never purchase another Samsung device in my life. I I am honestly appalled at how their customer service treats their customers. It's ridiculous I shouldn't have to pay more money because of stuff Samsung cannot come through with on their promises to me. For a cracked screen the price is supposed to be $29 for a replacement phone it's 99 I have a cracked screen I don't need a replacement phone I need a screen replaced. Therefore if they want to upgrade me to a phone replacement they need to cover the cost. And they are going to lose a customer that has been spending thousands of dollars on their devices appliances TVs for years that's on them.. I'm writing reviews everywhere I can write reviews and I'm going to put them blast on every social media that I have and I guarantee you they will lose the money. Also their customer service representatives that want to refuse to transfer me to a supervisor after wasting 45 minutes of my time. They also barely speak English so you can't understand a word that they're saying.

They quote 10 business days when the contract says 1. They don't guarantee the colour or even model that you have despite that's the agreement that was sold. Also they have ever changing terms and condtions you are tricked into agreeing to to open your profile.

Terrible company. Don't waste your money and time.