This was interesting today as I was following up on my Samsung S23 Ultra courtesy repair as the company’s repair center recently denied it and I haven’t heard back after an escalation. What I documented was crazy as it is another topic in the future, but what was interesting was how one guy they directed me too seemed like his focus wasn’t to actively listen and solve the problem but rather find every excuse in the book to try and close the conversation.
A quick backstory reference, I brought the phone to one of their authorized repair store partners called CPR which is owned by Assurant who is an official partner with Samsung. However, for some reason they didn’t have records of the diagnosis I paid for in seeing what was wrong with the phone and therefore Samsung’s other repair center flagged it as if I must have done it or brought it to an authorized dealer.
Instead of genuinely taking in those facts, the guy simply stayed on a script it seems on how the phone was “tampered” with and therefore it’s up to me to deal with the repair shop. I was then asking if he knew the company Assurant and surprisingly the guy told me the company isn’t authorized or that he in a sense never heard of it. That is crazy as it is all over Samsung sites and press releases of the partnership. It kind of showed he had more of a mission to fundamentally deny the customer.
It’s so basic but so many companies fall into that trap when they become too big and everyone is doing their own thing. In my opinion, you should have a basis on how to communicate but you can’t use the same script on everyone as every situation is unique. It just looks really bad here with all the proof I have and this guy not even trying to pro-actively solve it. It will be interesting to see what happens next.