LETER TO SAMSUNG CEO
REPEAT CUSTOMER SERVICE LAPSE
I have tried all options and remained patient thus far. It is is time to make an escalation and hope somebody at Samsung has common sense to address and solve this problem correctly.
Background :
Ubreakifix ticket1# 5135026477 (Service Denied because I will not give password of phone to strangers)
Samsung ticket2# 5135029706 ( Cancelled without any intimation ???)
There are 4 reasons to escalate to the Attorney General for creating fraud with consumers.
1 - Requiring that passwords of customer phones be provided to stranger service agents when there is no need for it.
2 - Not providing any communication and cancelling the tickets that Samsing agent opened without any information to the customer.
3 - Disgraceful service to customers who buy Samsung's most expensive phones like Galaxy Fold 3, 4 and 5.
4 - When all models Galaxy Fold 3, 4 and 5.have the screen protector peeling off which makes the phones unusable, why is it not a recall?
- Samuel Benjamin
919-889-6025
sammybenjamin@gmail.com
TRANSCRIPT OF CHAT WITH SUPERVISOR AT SAMSUNG !!!
Samsung Customer Care Virtual Assistant Thank you. You are connected with Joshua Ga from Samsung Care.
I was inquiring about ticket 5135029706
And I am told it is cancelled ???
What are your agent cancel comments? Hello! This is Joshua. I'm a supervisor. Let me go through above conversation.
This is a simple case of replacing the inside screen protector of the Galaxy Z fold 5
Your authorized service provided Ubreakifix was asking for my phone passwords and I will never give it to them
This is why they denied service to me
I called Samsung customer service and the agent opened a new case for me to handle this repair
- but now I am hearing that it was simply CLOSED ???
Samsung new ticket for Z Fold 5
- Ticket Open since 1/16/2025
Ticket# 5135029706
Agent. RJ Let me check what best can be done.
All I need is screen protector changed without needing a password for the phone
It was all approved by Samsung and ready to fix until Ubreakifix would not do it unless I gave them the password !!!
May I know the issue with the phone?
This is a simple case of replacing the inside screen protector of the Galaxy Z fold 5 (without wanting to know the password for my phone)
Ubreakifix says Samsung requires it otherwise they denied me the service ???
I work for a bank and all my banking apps and messaging is in the phone- Samsung or any stranger should not ask for my phone password. It is a simple screen protector change.
Can I just go to a Samsung center and get this fixed?
I need a valid Samsung workorder number
If you cannot make a decision in this matter then bring me the manager or share their contact email so I can send this chat transcript with my complaint to them. for a decision.
Unfortunately, we don't have an option to replace the screen protector if the device is out of warranty. As the ticket is cancelled from the nearest walk in service center I request you to please contact them for replacement.
This is BS as the service was already approved via Ubreakifix ticket# 5135026477 They denied service because I would give them my phone password
Give your manager contact in US please I'm the supervisor available now. I've provided the possible options available in Samsung.
You have provided NO options ???
You can provide contact of your manager to address this problem
Or a USA contact where I can get some real help not just lip service !!!
I am not even sure you understand the problem ;
"This is a simple case of replacing the inside screen protector of the Galaxy Z fold 5 (without wanting to know the password for my phone)"
What is the use of your support if you cannot understand, nor fix the simplest issue I have ask help for.
I thought you can at least give me manager contact to escalate this POOR SERVICE FOM SAMSUNG???
Even that seems to be not possible !!!
I should have known when the Samsung agent opened the second ticket - it was A FRAUD to get me off your backs while I festered with the problem. on my Samsung phone
Unfortunately, we cannot provide the free screen protector from Samsung.
Before you leave;
Provide email contact of your manager to escalate
Sorry, Samuel. We cannot share the officaial information on chat.
I will document this behavior when I send it to Samsung management about the cowardice to not allow escalations of
Sorry for the inconvenience caused, Samuel.
I think you should find a new job becasue Samsung seems to have become a third grade company if they cannot service customer who buy their most expensive phones, Galaxy Z fold 3, 4 and now 5 !!! :(
Forward this to your management becasue I am sure going to find some way to contact them.
I've checked the ticket is not cancelled from Samsung, it is cancelled by walk in stores. They are the responsible to get the free screen protector replacement.
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