~ 1star. Frustrating customer service experience, nearly 30-hour long wait time, and repairs that caused damage unrelated to the original issue. Had to accept a potentially still damaged device because a client demo was riding on getting my phone back. ~
Summary:
Zfold7 interior screen was damaged. Phone worked perfectly fine other than that and could still be used from exterior screen. Called ahead before arriving twice and both times did not have anyone take my call allowing it to ring for 5 minutes.
Arrive and am told it will take 2 hours to complete the repair. I give them almost 5. When I return I'm told that it should be "only 10 more minutes." I twiddled my thumbs for 20.
I then am told my phone is working fine, but it is failing a test in their test suite completely unrelated to the issue I brought it in for. (Failing mmWave test)
This left two possibilities: either their test suite was malfunctioning, or something else had been damaged during the repair.
I was told they could keep it overnight or completely "un-repair" it potentially leaving me with a phone more damaged than when I brought it in.
After reiterating that I use the device for my own software testing purposes and that the failing mmWave test was not an issue prior, I received a shrug and a noncommittal response to contact Samsung about an exception.
I twiddle my thumbs for nearly another hour and receive more noncommittal shrugs about Samsung's response.
My ticket is then escalated to management where it turns out the previous tech had in fact damaged an interior ribbon cable.
Thankfully management was able to track down another and replaced it, but now my device was failing TWO tests on their test suite one of which was the exact same issue.
I was again given two options: revert to my old, damaged screen, or accept the "repaired" phone by, per the manager's suggestion, enabling a parental-control setting that would let the device bypass Samsung's test requirement. I agreed to the latter, but only after requesting documentation and written assurance that any resulting damage would be covered.
The manager is evasive about providing any sort of test suite documentation. I finally arrive to pick up the phone and the manager had left for the day, leaving me to deal with a tech that didn't seem the least bit interested in the issues and who could not provide me the documentation or an email with the assurances. I have to insist on an email from the store manager from the business email address to finally be comfortable enough to still pay FULL PRICE.
Overall, this was one of the least professionally handled service experiences I've had the displeasure of using, both in customer service and in the technical work itself. I worked in the service industry for years and I now work in software and robotics. I tried to be understanding, but 29 hours and anxiety that there may still be interior damage to the device later and I cannot in good conscience recommend anyone bring their device here for repairs. read more
