- Mar 26, 2005
- 4,094
- 123
- 106
So I was a proud owner of a Samsung Galaxy S21 Ultra. Everyone who noticed it asked what phone that is, and the pictures made everyone ask which model this is so they could get one of their own...
But I went to a vacation and all that changed. I DARED to go on a vacation. I made a mistake of doing so.
As in with many vacations, phones can and do get wet. There's the pool, there's rain, etc. No biggie, I thought. I paid $1,400 for a reason. The phone is water resistant up to 1.5 meters! You can even dive with it(in theory).
Boy was I wrong. The phone was briefly dipped i the pool, maybe 10 inches deep. When I came back to the hotel, I needed to charge the phone so I dried it off and plugged it in. Immediately a message came up saying the charge port is wet and I need to wait a few hours. Ok, no problem. I unplugged and left the phone alone till the next day.
It's been over 14 hours when I tried charging again, and the message came up again saying the phone is wet. This time I could not wait. The phone was at 17% and I needed to charge immediately as I was waiting for my Covid test result before flying back. I left the phone on charge and it intermittently charged for few minutes at a time then would disconnect and say its wet and needs to be left alone. I "limped" like this to about 33% and was able to receive my covid emails and travel back home.
when I came back, I discovered the phone wouldn't charge at all, so I sent it back to Samsung as it was under warranty. I was told shortly after that the phone is "water damaged" and has to be repaired for $313 at MY expense because that's not a in-warranty repair.
I asked the customer support rep to explain how a water resistant phone up to 1.5 meters can be water damaged, but she sounded annoyed and told me if I cannot listen to her perhaps I will listen to their repair deppt. She transferred me to them, at which point I waited for a whole hour on hold and eventually they just hung up on me.
I called the next day, and had exactly the same experience.
I called again a third time, and told them if they cannot get me to speak to a repair tech in a reasonable amount of time to get me off hold so I could speak to them. They made me wait about 20 minutes and then told me the repair deppt is "unavailable" without any coherent reason given.
I said I am very upset and unhappy and expect to speak to a repair tech when I send in m phone for a repair but all I got was empty apologies.
I asked that my ticket is closed and the phone returned to me "a is". I will be going with Apples iPhone 13 Pro Max. Although an inferior device in some aspects, the customer service never let me down before, and the overall user experience is much better. I once swam in the pool with my iPhone X in my pocket for a whole hour, came back to my room, plugged it in and it charged right up. No stupid error messages, no issues.
And then people wonder why some folks go with Apple over Samsung...
But I went to a vacation and all that changed. I DARED to go on a vacation. I made a mistake of doing so.
As in with many vacations, phones can and do get wet. There's the pool, there's rain, etc. No biggie, I thought. I paid $1,400 for a reason. The phone is water resistant up to 1.5 meters! You can even dive with it(in theory).
Boy was I wrong. The phone was briefly dipped i the pool, maybe 10 inches deep. When I came back to the hotel, I needed to charge the phone so I dried it off and plugged it in. Immediately a message came up saying the charge port is wet and I need to wait a few hours. Ok, no problem. I unplugged and left the phone alone till the next day.
It's been over 14 hours when I tried charging again, and the message came up again saying the phone is wet. This time I could not wait. The phone was at 17% and I needed to charge immediately as I was waiting for my Covid test result before flying back. I left the phone on charge and it intermittently charged for few minutes at a time then would disconnect and say its wet and needs to be left alone. I "limped" like this to about 33% and was able to receive my covid emails and travel back home.
when I came back, I discovered the phone wouldn't charge at all, so I sent it back to Samsung as it was under warranty. I was told shortly after that the phone is "water damaged" and has to be repaired for $313 at MY expense because that's not a in-warranty repair.
I asked the customer support rep to explain how a water resistant phone up to 1.5 meters can be water damaged, but she sounded annoyed and told me if I cannot listen to her perhaps I will listen to their repair deppt. She transferred me to them, at which point I waited for a whole hour on hold and eventually they just hung up on me.
I called the next day, and had exactly the same experience.
I called again a third time, and told them if they cannot get me to speak to a repair tech in a reasonable amount of time to get me off hold so I could speak to them. They made me wait about 20 minutes and then told me the repair deppt is "unavailable" without any coherent reason given.
I said I am very upset and unhappy and expect to speak to a repair tech when I send in m phone for a repair but all I got was empty apologies.
I asked that my ticket is closed and the phone returned to me "a is". I will be going with Apples iPhone 13 Pro Max. Although an inferior device in some aspects, the customer service never let me down before, and the overall user experience is much better. I once swam in the pool with my iPhone X in my pocket for a whole hour, came back to my room, plugged it in and it charged right up. No stupid error messages, no issues.
And then people wonder why some folks go with Apple over Samsung...
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