I am writing to express my disappointment with my experience with Samsung thus far. I think I have been very understanding and rational as a customer.
In 2015, I decided to change from iPhone to Samsung mobile, and purchased the Galaxy S6. To protect the phone, I purchased the original Samsung Clear Case. In total, I spent about SGD$1080.
I noticed scratches on my screen only a week later and suspected that the Clear Case was the cause, judging from the characteristics of the scratches (appeared to be as though a sandpaper was rubbed on the screen).
When I read the response stating that screen damage was not covered by warranty, I felt somewhat disappointed, but did not press the matter, because I could not prove that the Clear Case caused the damage, and the phone did function normally after all. I threw the case away soon after more scratches appeared.
On 13/03/2016, I decided to purchase the new Galaxy S7 for $600 (contracted), mainly because of the advertised water resistance and I was annoyed with the damage to my S6 screen.
I steered away from the S7 Clear Case. It was only when I was looking for a case for my new S7 that I learned that Samsung was in fact replacing S6 damaged by the clear case. Samsung knew that the Clear Case caused damage to the phone! Naturally I was very annoyed and felt cheated. I do not know why I was not contacted to get my phone replaced, even after I lodged an inquiry.
Only 10 days after I purchased the S7, I am experiencing SIM card problems. I have sent the phone in for repairs at West Gate. The staff informed me that water damage is detected. A lot of internal components had to be replaced, according to the report. But this does not address the problem with the water resistance of my set. There is no way for the customer to know if the product is fault free or not.
Now, I am very careful with my phones. My brand new S7 has never been submerged in water. I do use it with wet hands, I clean it with a wet cloth and remove my phone case to wipe it with a dry cloth after. This does not even come close to the kind of physical rigours that it is rated for.
I hope you understand that this is extremely inconvenient for me. The S7 I was sold is obviously a faulty product. Samsung has waived my repairs but I did not pay for a repaired product. I do not expect nor do I want any form of monetary compensation or voucher. I only request I get exactly what I paid for: a new and working Galaxy S7.
As of now, I am the proud owner of a scratched up S6 and a faulty S7 (the Clear Case I threw away in frustration). I have spent over $2000 on 3 of your products.
This experience with the S6 and S7 has been very disappointing and inconvenient to me. I understand that defects happens every now and then, but I have given Samsung ample opportunity to do right by their customer.
As of now, Samsung refuses to exchange a faulty product and does not even provide an adequate response to my request. "We have reviewed your appeal with careful consideration and are sorry to inform you that we are unable to accede to your exchange request". Unacceptable.
In 2015, I decided to change from iPhone to Samsung mobile, and purchased the Galaxy S6. To protect the phone, I purchased the original Samsung Clear Case. In total, I spent about SGD$1080.
I noticed scratches on my screen only a week later and suspected that the Clear Case was the cause, judging from the characteristics of the scratches (appeared to be as though a sandpaper was rubbed on the screen).
When I read the response stating that screen damage was not covered by warranty, I felt somewhat disappointed, but did not press the matter, because I could not prove that the Clear Case caused the damage, and the phone did function normally after all. I threw the case away soon after more scratches appeared.
On 13/03/2016, I decided to purchase the new Galaxy S7 for $600 (contracted), mainly because of the advertised water resistance and I was annoyed with the damage to my S6 screen.
I steered away from the S7 Clear Case. It was only when I was looking for a case for my new S7 that I learned that Samsung was in fact replacing S6 damaged by the clear case. Samsung knew that the Clear Case caused damage to the phone! Naturally I was very annoyed and felt cheated. I do not know why I was not contacted to get my phone replaced, even after I lodged an inquiry.
Only 10 days after I purchased the S7, I am experiencing SIM card problems. I have sent the phone in for repairs at West Gate. The staff informed me that water damage is detected. A lot of internal components had to be replaced, according to the report. But this does not address the problem with the water resistance of my set. There is no way for the customer to know if the product is fault free or not.
Now, I am very careful with my phones. My brand new S7 has never been submerged in water. I do use it with wet hands, I clean it with a wet cloth and remove my phone case to wipe it with a dry cloth after. This does not even come close to the kind of physical rigours that it is rated for.
I hope you understand that this is extremely inconvenient for me. The S7 I was sold is obviously a faulty product. Samsung has waived my repairs but I did not pay for a repaired product. I do not expect nor do I want any form of monetary compensation or voucher. I only request I get exactly what I paid for: a new and working Galaxy S7.
As of now, I am the proud owner of a scratched up S6 and a faulty S7 (the Clear Case I threw away in frustration). I have spent over $2000 on 3 of your products.
This experience with the S6 and S7 has been very disappointing and inconvenient to me. I understand that defects happens every now and then, but I have given Samsung ample opportunity to do right by their customer.
As of now, Samsung refuses to exchange a faulty product and does not even provide an adequate response to my request. "We have reviewed your appeal with careful consideration and are sorry to inform you that we are unable to accede to your exchange request". Unacceptable.
