I hope to help someone interested in buying a device from Samsung. I was lucky for many years with Samsung products.
Smart phones, TVs, Bluray players, Refrigerators.
First sign of trouble was Microwaves which started failing just after the warranty period.
In Dec 2018 I bought Samsung Galaxy Tab S2 from Costco. Barely few months later I noticed random failure of Apps and random reboots many times a day. I was hoping that software update would fix it. All it got was security updates and it is running Android 7 when 10 is now the current release. I sent it for repair in October. Here is their repair process.
1. They send you shipping label and it takes up to 1 week for them to receive the unit.
2. They take 5 to 7 business days to repair and another 5 days in shipping. So, from the time you send the device to the time you get it back can be more than 2 weeks.
I found that the Tablet still shuts down after charge to 100% and can suddenly reboot. I sent it back on Nov 2 and 10 days later I was sent back the unit saying there is nothing wrong. On Nov 13 they agreed to send me replacement. I was told to expect a shipping label to return the device. On Nov 15 Friday morning, I was told that they need receipt. I went to Costco and got a duplicate receipt and sent it. On Nov 18th Mon, the status is RMA was approved and when I called, I was told to just wait for the shipping label to return my unit. On Nov 19th, I was told that it would be 21 business days from Nov 13th for the replacement for identical and equivalent device. That makes it mid Dec for me to receive a replacement.
Very disappointing that both quality and customer service have gone down.
Smart phones, TVs, Bluray players, Refrigerators.
First sign of trouble was Microwaves which started failing just after the warranty period.
In Dec 2018 I bought Samsung Galaxy Tab S2 from Costco. Barely few months later I noticed random failure of Apps and random reboots many times a day. I was hoping that software update would fix it. All it got was security updates and it is running Android 7 when 10 is now the current release. I sent it for repair in October. Here is their repair process.
1. They send you shipping label and it takes up to 1 week for them to receive the unit.
2. They take 5 to 7 business days to repair and another 5 days in shipping. So, from the time you send the device to the time you get it back can be more than 2 weeks.
I found that the Tablet still shuts down after charge to 100% and can suddenly reboot. I sent it back on Nov 2 and 10 days later I was sent back the unit saying there is nothing wrong. On Nov 13 they agreed to send me replacement. I was told to expect a shipping label to return the device. On Nov 15 Friday morning, I was told that they need receipt. I went to Costco and got a duplicate receipt and sent it. On Nov 18th Mon, the status is RMA was approved and when I called, I was told to just wait for the shipping label to return my unit. On Nov 19th, I was told that it would be 21 business days from Nov 13th for the replacement for identical and equivalent device. That makes it mid Dec for me to receive a replacement.
Very disappointing that both quality and customer service have gone down.
