This was a funny scenario I thought as recently I submitted a complaint to Samsung’s warranty department as my S23 Ultra phone randomly died into what is apparently a common boot loop issues after updating the firmware which causes things like the motherboard to go haywire. I brought it into one of their authorized repair stores and they confirmed it was a motherboard issue to the point where it may not even be worth it to repair since it is out of warranty and may cost the same as a new phone.
Now my situation is unique as I was recording a live event and it happened to record the phone dying. After submitting my claim I was surprised as Samsung quickly sent me an e-mail saying they will approve a courtesy repair on my device. Fantastic. So, I sent the phone to one of their designated repair companies called FutureTel and figured it would a take few days. Shockingly, they sent me an email saying they were denying the repairs as they found that the device had been tampered with and so they would just ship me the phone back.
I contacted the customer service again where at first they just regurgitated what FutureTel wrote. However, I mentioned all services and diagnosis on the phone was only ever done through official Samsung vendors plus again I attached my video proof. If you think about it, they are essentially saying their own authorized repair centers potentially did something the other didn’t agree with logically. So, the customer service agent escalated my case and gave me another case number.
You would think with this they would hold the phone. But I checked my voicemail today and got this automated Fedex message that something was coming. My assumption is it is the phone. So can you imagine if I had to then send this back again? What a waste of money for the company I thought simply because departments don’t seem to communicate with each other. Probably largely due to how the service centers are contracted on behalf of Samsung it seems like.
But it shows you how companies can waste so much money when they get too big due to inefficiency.