Samsung

I have an issue with a new contract taken out with Vodacom Clearwater in October 2015 and your assistance going forward would be greatly appreciated. I opened a new contact in October which was for a Samsung S5 on a Uchoose 200 top up. The phone worked fine for about two weeks then it started dropping signal I was unable to use the phone and anyone calling would just be redirected straight to voicemail This would happen numerous times a day lasting for a few minutes up to hours. I went to Twitter to view my frustrations and they advised me to try switch to another network as the LTE network may not be strong enough at my work place, which I did and it seemed to be okay I got home and….no signal until I switched back to the LTE network I went to Vodacom Clearwater and they advised I book it in at a Vodacom repair shop So I went to Vodacom Fourways repair shop where it was booked in. After two days they advised it was the mother board and they were going to repair it, two days later they advised they received the wrong spares and the phone was going to take longer than expected. After 7 working days my phone was ready. All looked good and I went back to work, no more than two hours later it started dropping signal again I contacted the manager from Vodacom Fourways who after refusing to accept that the phone was still not working correctly advised I should come in and do a sim swop and we could see if that would solve the issue. Which I did, and once again for two weeks all went well Now my phone is dropping signal once again sometimes up to 10 times a day, if I am in a shopping centre 99% of the time I have no signal what so ever I contacted Vodacom and their answer is, we will have to send it away to head office and it could take anywhere between 16 – 30 WORKING DAYs that’s nearly a month and a half with no cell phone no contact? I am a Mom of two young daughters I drive around on my own, I am home alone some nights, I cannot be without a phone for nearly a month and a half…if it was an old phone fully understandable, however this is a phone that is not even three months old and I have had endless problems. I don’t think I am being unfair by requesting a new or replacement phone, I am happy to have my contract still I just want a phone that works, is reliable and I don’t have to stress that I may be in a dangerous situation and I have no signal. I have taken screenshots at various times showing that there is not Vodacom Signal found. No one cares they just want their money I have contacted CPA

I purchase a new SUHD TV on 3rd November 2015 and it immediately became clear that there was a problem with EPG population as well as issues recording and series recording. I checked signal strength programme by programme and in every instance it was within normal parameters. I tried to contact the supplier (Currys0 by 'phone only, after listening to music, pushing this button then that button, to be told to ring another number which turned out to be Samsungs. Again I was subjected to a long wait until eventual connection to what they termed an expert. He suggested that I do a reset, told him I had already done this twice, after which he asked me to check signal strength. When I told him, between 65 and 75 he told me the sattelide aerial system was faulty and I must have a signal of 100. Having a little knowledge of these matters I suggested he was misinformed. After saying he had checked with a supervisor he reaffirmed it was my aerial. I refuted this and asked to speak with someone higher as he, an 'expert' by Samsungs own statement was clearly not. I eventually spoke with someone who admitted that the fault I was experiencing was Samsung, 'known fault' on which they were currently working but had no idea how long a fix would take. Eventually, 23 days after initial delivery Currys replaced the TV. This replacement displayed exactly the same fault so, as a first approach I contacted FREESAT, explaining my problem. They checked and confirmed they had no technical malfunction. I then had over an hours on-line chat with another Samsung 'Expert' who was clearly as clueless as the first one. I requested a senior person contact me and it was arranged someone would ring me the following day at a pre-agreed time. When I didnt receive this call I rang Samsung UK and stated my complaint, after interminable music I was put through to Customer Complaints. They as ked for a minute to find out why I hadn't received the promised call, but instead, after another long wait, I was put through to yet another 'Expert'. He had little knowledge of my problem, despite him getting details up on his system. I suggested, rather than me spending even more time and money on the phone, that he go away and find out full details of the problem and then ring me back. He stated that they were unable to make outbound calls and it was necessary for me to go through the whole process again. Exasperated, I hung up and rang Samsung head office again and explained my frustration - only to be told by the receptionist that the only way forward was for me to go through an Agent, whom I assume meant another 'Expert, and if that expert was unable to resolve my issue, then, and only then, would my complaint be escalated. When I reiterated my previous contact wherein I had been promised a call back to escalate it she said sorry, that, s how it works. At this point I hung up, jumped in the car, went to Currys and demanded, and received a full refund. Moral of the story; If you get a Samsung TV do not expect help from Samsung - They simply do not understand the concept of Customer Service. I realise Samsung is a South Korean company but it makes me wonder how much of a hand Kim Jong-un has in the Samsung care philosophy.

I purchase a new SUHD TV on 3rd November 2015 and it immediately became clear that there was a problem with EPG population as well as issues recording and series recording. I checked signal strength programme by programme and in every instance it was within normal parameters. I tried to contact the supplier (Currys0 by 'phone only, after listening to music, pushing this button then that button, to be told to ring another number which turned out to be Samsungs. Again I was subjected to a long wait until eventual connection to what they termed an expert. He suggested that I do a reset, told him I had already done this twice, after which he asked me to check signal strength. When I told him, between 65 and 75 he told me the sattelide aerial system was faulty and I must have a signal of 100. Having a little knowledge of these matters I suggested he was misinformed. After saying he had checked with a supervisor he reaffirmed it was my aerial. I refuted this and asked to speak with someone higher as he, an 'expert' by Samsungs own statement was clearly not. I eventually spoke with someone who admitted that the fault I was experiencing was Samsung, 'known fault' on which they were currently working but had no idea how long a fix would take. Eventually, 23 days after initial delivery Currys replaced the TV. This replacement displayed exactly the same fault so, as a first approach I contacted FREESAT, explaining my problem. They checked and confirmed they had no technical malfunction. I then had over an hours on-line chat with another Samsung 'Expert' who was clearly as clueless as the first one. I requested a senior person contact me and it was arranged someone would ring me the following day at a pre-agreed time. When I didnt receive this call I rang Samsung UK and stated my complaint, after interminable music I was put through to Customer Complaints. They as ked for a minute to find out why I hadn't received the promised call, but instead, after another long wait, I was put through to yet another 'Expert'. He had little knowledge of my problem, despite him getting details up on his system. I suggested, rather than me spending even more time and money on the phone, that he go away and find out full details of the problem and then ring me back. He stated that they were unable to make outbound calls and it was necessary for me to go through the whole process again. Exasperated, I hung up and rang Samsung head office again and explained my frustration - only to be told by the receptionist that the only way forward was for me to go through an Agent, whom I assume meant another 'Expert, and if that expert was unable to resolve my issue, then, and only then, would my complaint be escalated. When I reiterated my previous contact wherein I had been promised a call back to escalate it she said sorry, that, s how it works. At this point I hung up, jumped in the car, went to Currys and demanded, and received a full refund. Moral of the story; If you get a Samsung TV do not expect help from Samsung - They simply do not understand the concept of Customer Service. I realise Samsung is a South Korean company but it makes me wonder how much of a hand Kim Jong-un has in the Samsung care philosophy.

To. name - mr. mohd muzammil payment number: nk249naa verification number: nm-00222-674pf country: india date: 10 december 2015 dear prize winner this is to bring to your kind notice that we the entire management of samsung company jackpot tour poverty alleviation grant mobile draw board has finalized with the board directors of the respected organization towards your money delivery in your nominated bank in your country. the processing manager will be arriving india note you are to send to our processing manager a copy of your id card/passport copy for clarification as soon as he arrive india. (email : peter. [protected]@diplomats.com) departure date / time: 10 december 2015 - 10:30:00 p. m. (uk time) arrival date / time: 11 december 2015 - 9:12:00 a. m. (india time) in this regards, our respected processing manager will be departing from united kingdom here in respect of your wining draft delivery in your nominated bank via rbi without delay. moreover, according to the telephone conversation my personnel assistance had with the chief manager rbi [reserve bank of india. raghuram rajan rbi governor] authority in your country, he indicated that you will have to pay the sum of (390 dollar which is about rs 22, 500inr) as your fund transfer charges as soon as our respected processing manager arrived in your country. you make sure you hasten up with what so ever you are doing to avoid misfortunes in the delivery of your price and kindly have it in mind that there are other beneficiaries waiting for our respected processing manager arrival in other country like malaysia and singapore. note: the name of the processing manger is dr. james peter for more information and analysis regarding your fund delivery do not hesitate to get us informed for guild lines and instructions, I wish you on behalf of all members and staff of samsung company company we congratulate you as you expect your won prize and I hope you spend your money wisely and to the betterment of your community and wish you the best of luck as you spend your good fortune thank you for being part of our commemorative 143rd anniversary draws. congratulations and have a wonderful week. reply me to acknowledge the receipt of this e-mail immediately to able me to process your claim. please feel free to call me on the phone number written below: call within 7:30am-9:00pm gmt. good luck and congratulations once again and have a wonderful week best regards, yours faithfully, mr. philip johnson tell : [protected] samsung electronics (uk) ltd. copyright samsung ®2015

Good day I purchased 2 devices as mentioned above 08 september this year (2015) on contract in other words they are hardly 4months old one day both the devices where in safe counsel in my hand bag but when I removed them both the screens where cracked one more then the other and both devices where extremely hot. I heard from people that you get 2 free screen repairs when it is still under warranty / guarantee but only to find out that my devices do not apply, them basically telling me that my phone isn't good enough to apply and that it will cost me r1300 per phone which is insane seeing that the phone new cost r1699 and to top everything one of the ladies assisting me made an sarcastic comment when I mentioned that it's almost as much as buying a new one her word where " then why don't you. " I was highly upset I took them on contract as i'm not able to afford it cash I still practically have one year and 9 months to go before I can upgrade/replace it i've always loved samsung products but now I would never buy samsung products again yet alone suggest it to anyone I know, there is always some excuse as to why they can not do what they say they do it's pathetic and false advertising!

The winning prize is package in a parcel with sealed to prevent anyone from opening; the parcel will be send through diplomatic courier service to india as a diplomatic parcel. One atm card (Samsung galaxy s6) and a 52 inch widescreen plasma tv with built-in home theater system from samsung electronics will be presented to you as a gift at the time of delivery by our diplomatic representative assigned along with the diplomatic courier please cheek my parcel by athinarayanamoorthy. C no;18, hospital st, karayambuthur (Post) , pondicherry-605106... Mobile number:[protected]

Samsung does not stand by their products! New fridge malfunctioned and after using the store company that held the warranty twice to repair the same issue, I contacted Samsung to replace it. They offered to have someone come out and check on it. Their repairman was able to diagnose and repair the real problem. A couple a months later I get a bill from a company I never heard of and find they were hired by Samsung! For the past 6 months I've been switched back and forth between the store where I purchased the fridge and Samsung. The store couldn't help since their warranty company didn't make the repair, but they offered me some compensation for the hassle. Samsung is still refusing to cover the bill (the parts portion) and are adamant that their warranty is only good for ONE year. So never spend big bucks on a Samsung product cause it might only last a year! Wish I had seen this website before I laid out 4K on Samsumg appliances! Never again!

I am a Samsung fan, always was and always suggest people to buy it, all my stuff is Samsung! so i have bought a Samsung 65"smart tv in oct 2013 when it came out, with that i have a 2 year warranty from samsung and i paid R20 000.00 for the tv.The tv also comes out with alot of functions that the tv provides, but i dont use any of those functions to be able to create any problems to my tv .in June 2015 the first problem started with the panel, i didnt even have the tv for 2 years and i started to get problems with it, samsung referred me to people that works under them and they repaired the tv under warranty, and gave me a 3 months warranty on it! now iam sitting with the same problem again and iam not even 1 month out of samsung warranty and iam being told no one can help me. not even a goodwill or something, so i paid R20 000.00 for a tv that gives problems in a year and a half and then the same problem will occur every 6 months or less? i have 2x 55" and a 1x 48" Samsung tvs those i have longer than 4 years and i HAVNT had 1 single problem with them and i didnt pay close to R20 000.00 for them. So i would like to know the more expensive samsung products are the more likely they are to have problems in the early stages of warranty? because i would like to know that for future, then i would rather spend that much money on a other brands then and move completely away from Samsung! I would like someone from Samsung to contact me about this please.

Respected sir/madam, I have received below email for samsung, I want to know is it genuine or fraud thanks & regards, satish [protected]@gmail.com [protected]@rediffmail.com samsung winning application form inbox x samsung company samsung company 11:05 am (3 hours ago) to me samsung financial empowerment fortune program ®2015 samsung electronics (uk) ltd samsung house 1000 hillswood drive chertsey surrey kt 160 ps, united kingdom mr. george morrison payment number: nk249naa verification number: nm-00222-674pf country: india date: 12th of november 2015 approval of award winning prize of 500, 000.00 gbp for delivery/transfer. - attention to the owner of this email address-, we are in receipt of your e-mail and wish to thank you for your co-operation, I wish to inform you that my duties include representing your interest and guiding you through claiming your winning cash prize. we want to clarify you here that after a good scrutiny of your provided mail, we are glad to inform you that you are one of the winners of the uk samsung company empowerment program sponsored by the samsung company inc the uk samsung company empowerment program has been on for more than a decade now and we have changed the lives of many since then. your life is about to be changed as you are one of the lucky winners of our annual samsung financial empowerment program sponsored yearly bonus promotional, your winning cash prize of 500, 000.00 gbp (five hundred thousand great british pounds) , will be paid to you soon as you meet with the requirements. I wish to inform you that all authorities involved have certified payment of your mobile draws claims amount to 500, 000.00 gbp (five hundred thousand great british pounds) , which is prize money from samsung financial empowerment program mobile draws, which was drawn through a computer random system of all the mobile users worldwide. be informed that instruments of payment for the sum of 500, 000.00 gbp (five hundred thousand great british pounds) to you is already in our possession and shall be processed upon meeting the requirements stated below. you can now begin the final step of the claims process, which is the transferring of your cash prize to you. with regards to this, there are two options open to you, you are required to select the more convenient of the two. you are advised to complete the below form and send with the fund release application letter to me to start the process of release your winning fund to you. the options, together with their associated conditions are presented below: {option 1:} your prize money will be wired to your bank account via an automated direct wire transfer system operated by nominated payment center. hence you would be required to send us your bank information, i. e.. full name... address... age... sex... nationality... mobile number... state of origin.. marital status... occupation... bank name... bank account number... bank branch, swift/iban codes id proof... {option 2:} courier of your winning cash to you via dhl courier company, which is our assigned courier company. please note that your cash will be delivery to you in your nominated address, the courier company would bring the cash to your postal/home address nominated by you and as written below (please you are allowed to correct or amend your contact information in your next mail) you will be required to send your international passport, driver’s license or id card to me via email attachment as it will be used for a proper identification of you during delivery of your winning cash to you by the dhl courier company through our delivery agent. full name... address... age... sex... nationality... mobile number... state of origin.. marital status... occupation... id proof I expect an email or call from you immediately fill the application form letter and making a selection from the two options above. congratulations and have a wonderful week. I wish you on behalf of all members and staff of uk samsung electronices co. ltd congratulate you as you expect your wining prize and I hope you spend your money wisely and to the betterment of your community and wish you the best of luck as you spend your good fortune thank you for being part of our commemorative 40th years anniversary draws. past winners around the world full of excitement best regards, yours faithfully, click here to reply or forward 0.13 gb (0%) of 15 gb used manage terms - privacy

I purchased a new samsung oven june 2011, plus a refrigerator, microwave and dishwasher. I use the range daily, but rarely use the oven. With the upcoming holidays, I decided to use the self-cleaning oven function. When I did, the powder coating blistered and cracked, exposing the metal on the bottom of the oven (See photo attached). October 2015, I called samsung to have the oven repaired/replaced at that point. Since the stove was purchased after the one year warranty expired, no one wanted to help. I expected samsung to stand behind their product due to the fact it was a material defect and non-repairable, regardless of when I purchased it. After 10 phone calls, samsung sent one stop appliance service on october 15 to look at my range. The tech agreed it was a material defect, non-repairable, and took photos. However, samsung still denied my claim. After continuous phone calls, samsung sent one stop appliance service on november 11 (At my expense) to look at the oven again. The second tech, said it was a material defect and non-repairable too. At that point, he filed a report over the phone with samsung from my kitchen for a replacement/exchange of my oven. Today (November 21, 2015) after 9 more phone calls, samsung is willing to give me a prorated check for $390.51 for an oven I paid $600, 4 years ago, which I would have to pay $700 today. This is not a fair settlement for a product I bought in good faith that made it through samsung quality control with a material defect. My replacement alternatives will be to shop craig's list for a used samsung oven, shop appliance scratch & dent stores, or spend additional money of my own to buy a new samsung oven that was the equivalent of the one I have now with a material defect. These are not fair alternatives. Btw - average "hold" time is 45 minutes to one hour! And while you are on hold, you listen to a message on "loop" thanking you for your patience, and recommending going on-line for help. That loop message cycles twice a minute. That is an average of 1, 710 times I have listened to the same message, waiting to be helped! Regardless of what time I call, I get a message that there is a high volume of calls. That indicates that samsung does not have sufficient staff to cover calls. I do not consider that good business practice, and a poor excuse for customer service. Customer ticket: [protected]

To the ceo> samsung> i bought this model rs21hsptn1 on june 4 2015. the fridge came cracked on the freezer side and it took more than 6 weeks to get the issue resolved and have samsung bring another fridge, once again with damaged door panels. i was so fed up with the delay that i told the service engineers to swap the door panels from the earlier fridge. now another problem started. there was always a loud banging noise coming from the fridge and once again the same engineers who had set the temperature on the panel for both sides started blaming the other engineer/s for the wrongful setting of the temps. in other words your own people do not know what they are doing. now to the next event.. the inner body of the freezer has cracked again. i have made a complaint on the 7 nov. customer care as well as the service center has been giving me the run around. no one at samsungs is owning the responsibility to resolve my issue>>>>can you as the ceo? i am sick and tired of this unprofessional attitude/behavior from your entire team. not to mention that if these refrigerators keep on breaking every 2-4 months what will happen once the warranty is over in june 2016? what are you going to do to help me here? i suggest.. give my money back including the headaches samsung has subjected me to (financially) i shall look forward to hear from you asap. [protected]. concerned?disappointed customer

Purchased a TV it worked for 2 weeks. I no longer had box so had to deal directly with Samsung rather then retailer. Samsung requested pictures and pictures of receipts. After sending 3 separate times and having 3 online chats and 4 calls with customer service I was told it wasn't covered under the "limited" warranty. Samsung made the determination on there own and any additional service I would need to pay for out of pocket. I asked what the "limited" warranty actually covered and was told - very little. I will never purchase another Samsung product!

Purchased convection gas range 2/16/2014, as of 11/7/2015, it no longer works. Received -SE- error code, and also now keyboard inoperable. Spoke to reps of Samsung and Lowes, and both tried to tell me I should have purchased extended warranty. Should an APPLIANCE be that disposable? It's not even 2 yrs old! Why are these companies manufacturing substandard products and getting away with it? Samsung is supposed to be one of the top manufacturers...I don't think so! Between Samsung and Lowes, they just want to collect extra 'insurance' money for their products. Just incorporate that money into the product, and when it breaks down in 5 years, you guys could look like a frickin' hero, because you stood behind your product still after 5 years! But that's not the case here... I was told that I could purchase an extended warranty now, and after tax it will only be $306. Are you kidding me?! YOU SAMSUNG should stand behind your product! You should fix this ... PERIOD! Your company is a disgrace ... and I will NEVER purchase another Samsung product again ... and yes ... I'LL BE SURE TO TELL MY FRIENDS AND ANYONE WILLING TO LISTEN!

After having spent over 6 hours on numerous calls to the Samsung tec, all of whom kept advising me the problem is with my provider even after my provider supplying me with 2 new SIM cards and doing all their checks. I have decided to trash my Samsung and go back to an IPhone. The tec advised me that if my phone gets sent to the service centre and if they are unable to find a fault they will charge me, even though it still has 1.5 years warranty left. If this is the case I think it's best the phone goes in the bin to save time, money and more frustration. Some may argue that the Samsung phone may be better then the IPhone but looking at it in the entirety, I can now understand why IPhones are more popular in Australia, as their service and understanding is far superior. Samsung never again!

i got a plan from virgin mobile with two samsung galaxy s4 cell phones...both have screen problem...my wife phone got repaired once..still has problem...after a year there is no warranty and i should bear with this problem till the end of my plan..the second issue which is ridiculous is i bought another samsung product!5 months ago...a samsung galaxy tab A 9.7 inch screen (SM-P550 Model)...it had a GPS problem...the samsung technicians could not realize the problem which was a hardware problem..after two months arguing with them they introduced me to certified repair centers!when i got there i explained everything and they told me within 6 days the issue will be fixes and the tablet would be ready..after 7 days i went to pick up my Fixed tablet...they told me it was a software glitch now its fixed...i told them the problem is hardware..not software...after again arguing and installing an app which shows the GPS is whether connected or not...they sent my tablet as level three services requirement... now my tablet does not have GPS problem because the mainboard is replaced! IT HAS A SCREEN ISSUE...when they changed the mainboard they left hollow on the screen! i am so depressed and i do not know what to do...i want refund..i don't wanna use anything with samsung brand anymore...!they told me the won't refund...its against the samsung policy, isn't it ridiculous ? the policy which does not care about the customer !..they even accused me of damaging the tablet which has no scratch on it! i am so upset...i wasted $487 on this tablet..i used to have iPad 2...i never had any issue with it...no more samsung in future...

Purchased the refrigerator in March of 2014. The refrigerator quit working 16 months after purchase. Called a repair technician to work on the refrigerator and determine needed parts for making the repair. The refrigerator began working again and worked until September 22. The repair company ordered the necessary parts for the refrigerator but has not been able to complete the repairs because Samsung has been unable to provide the necessary control board. It is on back order and has been up to this date October 19, 2015. I contacted Samsung directly and ordered the part myself directly from the company. I was told the part would be delivered within 3-5 days. Contacted Samsung this morning (October 19, 2015) and was told the part should arrive in their warehouse by the end of the week and then would be shipped out. I went online and found the exact part from another vendor and will have it delivered by October 23, 2015. I have registered a complaint with Samsung directly and have yet to hear from them. Samsung products are garbage and everyone should avoid them.

Purchased a Samsung s6 on July 6, 2015 and by the end of September it quit working. I tried to get it repaired or replaced but because the phone was from the UK (which I didn't know when I purchased it) they would not cover the warranty. I contacted them several times including the CEO with no luck. I contacted Samsung UK and they said I would have to find a person in the UK to send the phone to. That person would need to send them the phone. They would determine to fix or replace the phone and send it back to the UK person who would inturn send the phone back to me. Beware of where the phone is manufactured or distributed from. Basicly they could care less about the warranty of their product. Do you have a question or need support? Go Samsung Support Your question I purchased a Galaxy s6 phone on July 6, 2015 online. On Sept. 21, 2015 it went in to a loop of Galaxy s6 Android - turned off - Galaxy S6 Android and just keeps repeating. I took it to ATT, and two Best Buy stores and they were unable to Fix it. I called Samsung USA support and the told me because it is a UK phone they would not cover the warranty to repair or replace the phone. I did not know I was purchasing a UK phone. It seems now I just have a $600 paper weight. Can you help me please? Thanks, Carl Swarts President To [protected]@yahoo.com Sep 24 at 8:42 AM Hello Mr. Swarts, Thank you for your inquiry. We do apologize for any trouble you have encountered in the attempted repair of your product. It has been determined that your handset would be what we consider a Parallel Import (PI) product. A PI product refers to a product that was initially manufactured for sales purpose in a certain country, but then was distributed to another country and sold through unofficial channels such as Amazon, eBay, or small offline channels. In other words, your phone was not manufactured and distributed through official channels such as service providers or authorized sellers. The product sold is also an international model handset. Samsung Telecommunications America is unable to provide information, technical support or repair service for models manufactured for use in other countries as we do not have the components available for repair.

purchased this fridge less than 4 years over for over $2000. Control board no longer works, which is not triggering the inside light off when the fridge/freezer closes. Ice maker also broke and now just dumps water into my freezer. Had a technician come to take a look and it will cost $700 to repair and this fridge is known to have a faulty control board so I will just again get a faulty but newer control board. Also indicated that it's a fire hazard for the lights to be running all the time in the fridge. Highly disappointed that Samsung has done nothing thus far to rectify the problem.

Ticket number: [protected] I truly am very disappointed in the support I have received. I have always purchased samsung products as well as encouraged others to do the same. However, I had no idea if I ever came across a problem with a product that it would be a nightmare to deal with. I have spoken to dozens of people through your support line and no one has been able to help me. It has been over a month of stress, frustration and hours spent on a phone. I hope someone can finally help me. I purchased my galaxy s6 in may 2015, on the fourth week it shut off on me and despite my efforts it just wouldn't turn on. A few days later it turned on for a few hours and turned back off. This happened for weeks until I finally shipped my phone to the repair center on august 25th 2015. I began tracking the repair online until one day I noticed my first name and address had been changed to a completely different state. I immediately contacted a samsung representative and was told the issue would be fixed but it was not. I continued trying to get someone to fix it before my phone would be shipped off to the wrong address and was told I had nothing to worry about. I used the tracking number to check ups and they were also given my wrong address. I contacted samsung and let them know my phone was about to be shipped off to the wrong address and the representative said I had to call ups myself. I contacted ups and said I was not able to do anything, which I figured but I had somewhat hope that the representative knew what they were talking about. Of course I contacted samsung and I was told once again I had nothing to worry about, that an intercept would be placed on my cell phone and it would be delivered to me. Sure enough 2 days later I received confirmation from ups that someone else had just received and signed off on my phone on 9-3-2015. Ever since, I have spent hours on hold, spoken to dozens of people, I have been tossed around speaking to up to 3 different people during just one call, i've had to repeat what happened to my phone over and over again, I have been told I would receive a call back yet never have, and not to mention the immense frustration I have been put through for weeks. I am making monthly payments on an $800 defective cell phone which I do not even have in my possession. And currently using an old phone that barely works because unfortunately I cannot afford to purchase a new cell phone until samsung decides to send me my phone back. Below is list of all the calls I have made attempting to correct the issue as well as to get my phone back. [protected] minutes on the phone) I called because I noticed my contact information had been changed including my home address. Representative said it would be corrected. [protected] minutes) I called to let them know ups had the wrong address as well. They said it would be taken care of. [protected] minutes) ups still had the wrong address. I let them know I was tracking my phone via ups and that it was heading to the wrong place. I was told a report/investigation had been made for my phone and that the delivery would be stopped. 9-3-2015 my phone was delivered to the wrong address. [protected] minutes) I called and the representative told me he could not help me because the system was down. [protected] minutes) I called to find out what was happening with my phone and the ecr representative told me the ups investigation would be over in 24 hours and that I would receive a call letting me know what the next step would be. I never received a call back. [protected] minutes) I was told the investigation was over but still no status on my phone and that I would receive a call back between 24-48 hours. I never received a call. [protected] minutes) still no status, I was told my case would be escalated but that I had to wait another 24-28 hours for someone to call me back with the final decision. I never received a call. [protected] minutes) still no status on my phone, the representative said I would finally receive a phone call with the final decision in 2 hours. 4 hours later I received a call only to tell me that the ones in charge of "the final decision" went home before they made their decision. Ridiculous. She promised that since it was friday, I would receive a call on monday with the decision. Of course, I never received a call. [protected] today (54 minutes) I called hoping I would finally be told I would be sent a new phone since I had given them more than enough time to make their "final decision" but of course still no status! The lady from ecr said I had to keep waiting and that there was absolutely nothing she could do except "call me back in 24-48 hours" when the back office makes their final decison. I am absolutely horrified by your customer service, it's extremely disappointing that a company I have always admired is incapable of taking care of their customers. I shipped my phone off over a month ago, waited patiently for the investigation to finish and now I have been waiting 3 weeks for somebody to make a "final decision" which should be quite simple. Samsung made a mistake and sent my phone to someone else. Now all you need to do is send me a new phone that I paid for, simple as that. Why should I be paying for your mistake? You sold me a defective phone, lost it and and on top of that now you refuse to give it back. What kind of service is that? The worst part is that this whole situation could have been avoided if somebody had actually done something when I first called to report the wrong information on my file. This should not have even gotten to this point if the employees had done their job right. I have spent a total of over 8 hours on the phone attempting to make this right and no one has been able to help me. I honestly have lost all respect for samsung and most likely will never ever purchase another product from you. I cannot afford to waste any more time and energy if god forbid I ever need help with a one of your products. As the loyal customer I have been for years, I truly hope that this issue is resolved as soon as possible.