Samsung review: Fold 4

Jacqueline CHENG of US

Sep 11, 2023 6:48 am EDT

Verified customer

Featured review

Urgent Complaint regarding Delayed and Inadequate Repair Service by Samsung Hong Kong

Dear Samsung Customer Service,

I hope this letter finds you well. I am writing to express my deep dissatisfaction and frustration with the repair service provided by Samsung Hong Kong for my Samsung Fold 4 mobile device. As a loyal customer who has always trusted Samsung's products and services, I find it necessary to bring this matter to your immediate attention.

On 22 August, I submitted my Samsung Fold 4 mobile device to Samsung Hong Kong for repair due to a critical issue. The inner screen of the device cannot be opened flat, which severely hampers its functionality and usability. To my dismay, I discovered that I am not the only customer facing this specific problem, indicating a potential widespread issue with the product.

Initially, I was informed by Samsung Hong Kong that the repair process would take approximately SEVEN days. However, this timeframe is completely unacceptable by modern standards, as it left a customer without a smartphone equipped with essential daily life app for a significant duration. This inconvenience has negatively impacted my personal and professional life, causing undue stress and disruption.

To make matters worse, when I proactively contacted Samsung Hong Kong to inquire about the progress of the repair, I was informed that the outer screen was not functioning, and Samsung Hong Kong did not possess the necessary parts to complete the repair. This revelation was not only disheartening but also a clear indication of a lack of preparedness and stock management on Samsung Hong Kong's part. Despite the promised repair period of seven days, I was left with no choice but to retrieve my phone as I had to travel out of Hong Kong for a week and urgently required the device.

Upon my return to Hong Kong on 4 September, I promptly submitted my phone for repair once again. However, to my extreme disappointment, it has now been a total of EIGHT days, I called and asked for updates, and I have received no update or confirmation that my device has been repaired. This prolonged duration for a simple repair is entirely unacceptable, and it reflects poorly on Samsung Hong Kong's commitment to providing efficient and timely service to its customers.

Besides, I would also like to express my utmost dissatisfaction with the service I received when I brought in another phone, which is under extended warranty, due to a battery issue. I brought the Samsung phone, to Samsung Hong Kong service center as it was experiencing battery problems. Despite having an extended warranty, the treatment we received from your customer service team was utterly disappointing. The representatives displayed a disrespectful attitude and claimed that the battery inspection would take an inordinate amount of time. Furthermore, they used the excuse of not having a loaner phone available to expedite the process and swiftly dismissed us without providing any suitable solutions.

I would like to emphasize the unreasonably long delay in the battery inspection. How many days does it actually take to perform such a simple task? Is it not possible to expedite the process and provide timely service to customers? I am deeply disturbed by the level of service we encountered during our visit.

As customers, we expect to receive prompt and respectful service when dealing with a reputable brand like Samsung. We place our trust in your products and expect that trust to be reciprocated with efficient and professional customer support. However, the experience we had at your service center was far from satisfactory.

I strongly urge Samsung Mobile to investigate and rectify the issues plaguing Samsung Hong Kong's repair service. The extended repair period and the lack of available parts indicate a severe deficiency in the operational procedures and customer service standards of Samsung Hong Kong. Such inadequacies not only tarnish the reputation of Samsung but also cause significant inconvenience and distress to loyal customers like myself.

In light of these ongoing issues, I request the following actions to be taken immediately:

1. A thorough review of Samsung Hong Kong's repair processes and operations to identify the root causes of the delayed repairs and insufficient availability of parts.

2. Swift resolution of my device's repair, ensuring that it is completed ASAP and with all necessary parts.

3. Adequate extened warranty compensation for the inconvenience, stress, and disruption caused by the extended repair period and lack of communication regarding the progress of my device's repair.

I trust that Samsung Mobile will address this matter with the utmost urgency and professionalism. As a valued customer, I have always believed in Samsung's commitment to excellence and customer satisfaction. I sincerely hope that this incident will be treated as an opportunity to improve your services and ensure that no customer faces such hardships in the future.

I kindly request a prompt response to this complaint and a resolution to the issues outlined immediately. Below is the repair Ref No. for your reference.

L40230822Q093

L4023090Q074

Should you require any additional information or clarification, please do not hesitate to contact me at [protected]@yahoo.com or +[protected].

Thank you for your attention to this matter. I look forward to a swift resolution that will reinstate my confidence in Samsung's dedication to customer satisfaction.

Desired outcome: Return my repaired phone immediately Improve the service and substantially shorten the repair time

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