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Samsung Crapshoot

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Sep 18th, 2016
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  1. Chat InformationPlease wait for a Samsung Agent to respond.
  2. Chat InformationYou are now chatting with 'Dileep L'. The reference number for this chat is 4327040499.
  3. Dileep L: Hi, thank you for reaching out to Samsung Technical Support. How may I assist you?
  4. Joseph William: Hi! How are you?
  5. Dileep L: Hello!
  6. Joseph William: I'm having problems with my charging cable (I just got this phone as a gift from my mom)
  7. Dileep L: I am fine Joseph!
  8. Dileep L: How are you?
  9. Joseph William: Doing well, enjoying this nice weather we're having
  10. Dileep L: Great!
  11. Joseph William: She upgraded to the S6 and is loving it
  12. Joseph William: Is it possible for me to get a replacement cable? Things are connecting and disconnecting and I don't think it's stable
  13. Dileep L: Okay.
  14. Dileep L: Please share the model number of the phone. You can find it on the rear panel of the phone starting with SM, SGH, SCH.
  15. Joseph William: i've got the galaxy s5
  16. Joseph William: it has a new type of charger i'm not use to
  17. Dileep L: Okay.
  18. Joseph William: It is SM G900V
  19. Joseph William: SM-G900V
  20. Joseph William: This thing is faster than any other phone I've ever used
  21. Dileep L: Is it a fast charger?
  22. Joseph William: i'm not sure really - i have two of them and one is the one my mom uses regularly, the other was one my sister used to use she has an s 5 too
  23. Joseph William: but one is a micro usb and one has 2 ports
  24. Joseph William: the 2 ports one is having problems connecting to my pc
  25. Dileep L: Not to worry, it's a fast charger Joseph.
  26. Dileep L: Okay, please share the IMEI number of the phone, so that I can check the warranty status of your device. You can find it on the rear panel of the phone starting with HEX, DEC, IMEI
  27. Joseph William: the IMEI number is 9900 0491 1631 103
  28. Joseph William: the last representative asked me for it too.....
  29. Joseph William: but we got disconnected
  30. Joseph William: i'm not sure if it's in warranty, and really i'm not trying to get a free phone i was hoping just to get the charger replaced
  31. Joseph William: like i said i just got it as a gift today
  32. Dileep L: I have checked and it is not under warranty Joseph.
  33. Dileep L: You need to purchase the charger.
  34. Joseph William: what a shame
  35. Joseph William: is it possible for me to EXTEND the WARRANTY?
  36. Joseph William: maybe a supervisor might be able to push it through?
  37. Joseph William: we all have galaxy phones and put alot of money into samsung ~
  38. Dileep L: You need to contact our dedicated support team to get the extended warranty.
  39. Dileep L: I will help you with the contact details.
  40. Joseph William: I believe I'm going to just get a QI charger and pad.... If the device is out of warranty, why spend $150 which I could simply use to buy another phone
  41. Joseph William: I do appreciate your concern however this is a little crazy...
  42. Joseph William: Is it possible to talk with a supervisor?
  43. Joseph William: Nothing personal
  44. Dileep L: Please wait while I transfer our chat to my supervisor.
  45. Chat InformationPlease wait while I transfer the chat to 'Manohar M'.
  46. Chat InformationYou are now chatting with 'Manohar M'. The reference number for this chat is 4327040499.
  47. Manohar M: Hi Joseph.
  48. Joseph William: Hello!
  49. Manohar M: Could you give me a moment while I go through your conversation?
  50. Joseph William: Absolutely
  51. Manohar M: Thank you.
  52. Joseph William: Sorry, I am not trying to be rude ~ I just was gifted this phone from my mom and I'm sure you can understand where I am coming from
  53. Manohar M: I'm sorry for the delay. I'll be right with you.
  54. Joseph William: Brother has a Note 2, Mom an S6, Sister an S5 and cousins also have galaxies so I understand it's not under warranty but I just need a replacement adapter
  55. Joseph William: If anything, maybe I could request it under my mother's IMEI number if it's such a problem
  56. Joseph William: I know the device is in warranty, as she's had it for less than a year
  57. Joseph William: I believe that they both use the same cord
  58. Manohar M: Thank you for your time.
  59. Manohar M: I am sorry for the delay.
  60. Joseph William: No worries! Like I said I am only interested in receiving a replacement charger
  61. Manohar M: As per the IMEI information the device is out of warranty and the charger cannot be replaced under warranty.
  62. Joseph William: I've had two reps tell me that because my warranty on this specific device has expired that I wouldn't be able to get a replacement, however we have several devices and like I said, hers is in warranty FOR SURE.
  63. Joseph William: If you could simply give me a few minutes to obtain the IMEI number
  64. Manohar M: Joseph, I was able to retrieve the IMEI information from your previous conversation with Dileep.
  65. Manohar M: Would you be able to get a POP(Proof Of Purchase) from the person who gifted you the phone? so we can update the warranty information if there is any mistake in the purchase date information in our database.
  66. Joseph William: I don't believe that the device is registered in Samsung's database
  67. Manohar M: Okay, please provide the IMEI again so I can re-check the information.
  68. Joseph William: That would be improbable as my mother purchased the device maybe a year or so ago? She could retract the information from her credit card company, but honestly in this situation, I would rather go to eBay and order it instead of having to prove that the device isn't stolen?
  69. Joseph William: 9900 0491 1631 103
  70. Joseph William: The owner of the device's name is Paige Riley Norwood
  71. Joseph William: I am Joseph William Norwood (Her son )
  72. Manohar M: Thank you for the information.
  73. Manohar M: Let me check the information again.
  74. Manohar M: I'm afraid the device(SM-G900VZKAVZW) is out of warranty.
  75. Joseph William: Please hold on
  76. Joseph William: 9900 0704 0575 745
  77. Joseph William: Please try this one.
  78. Manohar M: The device(SM-G920VZWAVZW) is under warranty.
  79. Manohar M: You can claim a replacement charger if you have the POP for this device.
  80. Joseph William: May I speak with your supervisor?
  81. Joseph William: This is rediculous
  82. Joseph William: I'd be happy for them to call me
  83. Joseph William: My phone number is 804 740 3016
  84. Manohar M: I'm afraid we do not have the option to arrange a call back for this case.
  85. Manohar M: You can contact our voice support at 1-888-987-4357, Mon-Fri: 7 AM - 2 AM (CST), Sat: 9 AM - 10 PM (CST).
  86. Joseph William: May I ask why?
  87. Joseph William: Is that "not under warranty"?
  88. Manohar M: We do not have the option to arrange a call back from our end in Live chat.
  89. Joseph William: I'm sure you do, it's just not on your computer screen
  90. Manohar M: You can contact the above number to reach the our higher.
  91. Joseph William: You can easily email your supervisor and have them call me.
  92. Joseph William: We don't live in 1988
  93. Joseph William: I won't be contacting the above number, and expect a call from your supervisor.
  94. Manohar M: I'm sorry, we cannot arrange a callback unfortunately. I hope you understand our limitations over live chat.
  95. Joseph William: Sir, you have been nothing but rude towards me and honestly, I don't think I will be buying another samsung device per this conversation
  96. Joseph William: I appreciate the unkind gestures and rudeness and will be forwarding this to the head of Samsung
  97. Manohar M: I'd surely have helped if there was an option at my end.
  98. Joseph William: As for Dileep what is it with you guys? I don't understand it? Is it that hard to have an actual caring person respond to a legitimate inquiry?
  99. Joseph William: I'll be posting this on YouTube as well
  100. Joseph William: You are a supervisor, you should have and I know for a fact that you have more tools than what you have provided
  101. Manohar M: I'd be glad to transfer your chat to my Supervisor. However, he would provide the same information. If you wish you can have a word with my supervisor over chat.
  102. Joseph William: Simply telling me that I must purchase a product is your line of work, and if your department ever treated my family this way, I would have you fired.
  103. Joseph William: Say Hi To YouTube
  104. Joseph William: I'd be happy to speak with him over the phone
  105. Joseph William: If you "had the options available"
  106. Manohar M: I'm sorry, we do not have option to connect through phone in Live chat.
  107. Manohar M: I am sorry; I couldn't help you fix the issue over the chat. However, is there anything else I might be able to assist you with?
  108. Joseph William: Not to mention your company is spying on every day people's lives this is just adding on to what already is a joke ~ ( Like the Note 7 )
  109. Joseph William: I won't be investing and will be discouraging others from purchasing your products. You have been a failure to not only your company, but one of your best customers.
  110. Joseph William: Good day.
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