Dragos sent a message to Lee Kun-Hee Chairman, Samsung – email address that said:
Good Day Sir ,
I would like to introduce my self , my name is Dragos and I'm a loyal Samsung customer , every electronics and appliances in my house are made by Samsung, anyway..
Two months ago I purchase one of the best cell phone on the market the S7 Edge from my T-mobile store , after 3 weeks I was playing with my kids around the pool and without knowing that my phone is in my pocket it got wet for like 10-15 secundes after I realized that my phone is in the pocket , long story short ..., knowing that my phone is water resistant I didn't even pay attention just later in the evening when my phone ringt and I noticed water in the camera and screen.., so I called Samsung Technical support.
I spoke with a customer representative that assured me that my phone is under warranty and I shouldn't be worried and just send out the phone to a repair center to evaluate the damage and I want to quote the representative " if they can't repair the phone they will send me a new one" , so they send me a shipping label with the instruction and the next day I had my phone shipped to a service center in Texas.
After one week my phone was returned unrepaired whit no explenation , and I got a little bit obsed and called the 1800 number for customer service to find out what is going with my service ticket number and why my cell phone was not repaired or replace ?
The customer representative from India I belive , not even speaked english corectly with me , stated that my phone is water dameged and Samsung voided my warranty and there is nothing I can do ...
I tried to explain him the situation that the phone is water resistant up to 30 minutes and 1,5 miter of water and I saw the commercials on the tv , even the sells person in the T- mobile store put his S7 in a jar with water in front of me and my phone got barrely wet for few seconds.
I asked for the report that the Technician did on my phone after the evaluation, and he was really rude telling me that "it is what it is , and I should buy another phone"
I asked to speak with his supervisor and he put me on hold for almost 3 hours , when I was able to speak to a supervisor I give him the ticket number and he was very agressive and rude and told me the same thing that Samsung does not cover water damage phones and the mother board on my phone is fried, I asked for the technician report and he hangout on me.
I called again very agraveted at this point , I could not belive that a company like Samsung treats his customer like this!!!, so I talked to another guy with a better english, and he told me the same thing after 30 minutes while I was explaining the situation he was very clear that I just had bad luck with my phone and I should by another one.
After a little bit on research on the internet I found this website and I would like to get some help or talk to someone that actualy can provide me an explanation and actually help me with this matter.
I have faith that someone will respond me and help me out , I still believe that a company like Samsung stays behind their products and customers .
Sincerly yours.
Dragos
