Galaxy Chris Perillo's Experience with Samsung Customer Service: A Nightmare from Start to Finish

Hello Galaxy Chris Perillo here, I wanted to provide a quick update on the Samsung debacle related to customer service. It's a day that ends in Y, and apparently, they won't take this back so I chatted with an agent online, the customer service agent directly on Samsung's website. He basically said there's nothing they could do like uh yeah sorry you know we looked at it we said it was cracked we sent it back because you said you wanted it back it's not cracked. I showed him photos look it's not cracked yeah we see it's not cracked but there's nothing we can do about it.

I mean, we're Samsung, what do you want from us? I don't know that's that's not exactly what they said directly but that's basically what they were saying like we're Samsung what do you expect so I decided after reading a few other uh uh posts on the internet and sharing my uh my experience on on Reddit that was dangerous. People actually agreed they're like yeah the same thing has happened to me so this has happened before with Samsung. Uh are you surprised I don't know I was so I called someone I got on the phone actual use the phone not this one this has been wiped I used my active phone to get on the phone with an actual human being not AI at least not that I know of and they said well here let me take a look uh I can actually pull up a video of the unboxing of the phone as it was set in so apparently they get a video recording at least according to this agent of when they unbox the phone to to basically look at it and she said she didn't see any cracks.

So now, can I traded in no no you can't trade it in why not the phone is fine you made a mistake why can't I trade this in Samsung well because you've completed the order okay I did order the phone I have the new phone the new phone is fine yeah but see in order to trade it in you need to send the phone that's working fine back to us you have to basically go through the process of returning that entire order in order to get a trade-in on the phone that clearly does not have a crack on it. So again I know there's crack involved somewhere I just don't know who's smoking it there's no crack on this screen and I know I'm trying to hold it at every conceivable angle the problem is that this dang curved glass kind of throws people off there's no crack I can assure you there's no crack even Samsung a representative and I've got a case number said there's no crack in the screen.

I took it back because you told me there was a crack in the screen and I knew when I sent it there was no crack in the screen and you're telling me right now in this call and I was by the way you can ask the people who are watching on live.parillo.com when this happened. I kept my composure I did not lean into her in fact I went as far as to say hey look I know this problem because I was trying to resolve it to try to get him to take this phone for the asking price they asked 500 they said take it 500 no cracks working condition this is worth 500 of Samsung or it was at one point and maybe it will be at some point in the future if I return my current working device without a crack in it as well back to them to reorder the device and set it up again and do a whole all the rigmarole at this point. I've lost more time which is money on top of frustration so I even said to her I'm like look I know this isn't you it's not personal but your policy is garbage watch out for Samsung customer service let this be a warning to you this is the second time I've had a nightmare with Samsung customer service.

"WEBVTTKind: captionsLanguage: enhello Galaxy Chris Perillo here I wanted to provide a quick update on the Samsung debacle related to customer service and yeah it's a day that ends in y apparently uh they won't take this back so I chatted with an agent online the customer service agent directly on Samsung's website and he basically said there's nothing they could do like uh yeah sorry you know we looked at it we said it was cracked we sent it back because you said you wanted it back it's not cracked I showed him photos look it's not cracked yeah we see it's not cracked but there's nothing we can do about it I mean we're Samsung what do you want from us I don't know that's that's not exactly what they said directly but that's basically what they were saying like we're Samsung what do you expect so I I decided after reading a few other uh uh posts on the internet and and sharing my uh my experience on on Reddit that was dangerous uh people actually agreed they're like yeah the same thing has happened to me so this has happened before with Samsung uh are you surprised I don't know I was so I I called someone I got on the phone actual use the phone not this one this has been wiped I used my active phone to get on the phone with an actual human being not AI at least not that I know of and they said well here let me take a look uh I can actually pull up a video of the unboxing of the phone as it was set in so apparently they get a video recording at least according to this agent of when they unbox the phone to to basically look at it and she said she didn't see any cracks so she saw a video of this phone wherever it was sent to verify there were no cracks on the screen despite the email from Samsung saying there were cracks on the screen I'm like okay great so now can I traded in no no you can't trade it in why not the phone is fine you made a mistake why can't I trade this in Samsung well because you've completed the order okay I did order the phone I have the new phone the new phone is fine yeah but see in order to trade it in you need to send the phone that's working fine back to us you have to basically go through the process of returning that entire order in order to get a trade-in on the phone that clearly does not have a crack on it so again I know there's crack involved somewhere I just don't know who's smoking it there's no crack on this screen and I know I'm trying to hold it at every conceivable angle the problem is that this dang curved glass kind of throws people off there's no crack I can assure you there's no crack even Samsung a representative and I've got a case number said there's no crack in the screen I took it back because you told me there was a crack in the screen and I knew when I sent it there was no crack in the screen and you're telling me right now in this call and I was by the way you can ask the people who are watching on live.parillo.com when this happened I kept my composure I did not lean into her in fact I went as far as to say hey look I know this problem because I was trying to resolve it to try to get him to take this phone for the asking price they asked 500 they said take it 500 no cracks working condition this is worth 500 of Samsung or it was at one point and maybe it will be at some point in the future if I return my current working device without a crack in it as well back to them to reorder the device and set it up again and do a whole all the rigmarole at this point I've lost more time which is money on top of frustration so I even said to her I'm like look I know this isn't you it's not personal but your policy is garbage watch out for Samsung customer service let this be a warning to you this is the second time I've had a nightmare with Samsung customer service second time cervix I guess well yeah they did kind of give birth to the phone how's that for a mental picture uh so yeah Samsung screwed up but I'm the one who's got to pay the pricehello Galaxy Chris Perillo here I wanted to provide a quick update on the Samsung debacle related to customer service and yeah it's a day that ends in y apparently uh they won't take this back so I chatted with an agent online the customer service agent directly on Samsung's website and he basically said there's nothing they could do like uh yeah sorry you know we looked at it we said it was cracked we sent it back because you said you wanted it back it's not cracked I showed him photos look it's not cracked yeah we see it's not cracked but there's nothing we can do about it I mean we're Samsung what do you want from us I don't know that's that's not exactly what they said directly but that's basically what they were saying like we're Samsung what do you expect so I I decided after reading a few other uh uh posts on the internet and and sharing my uh my experience on on Reddit that was dangerous uh people actually agreed they're like yeah the same thing has happened to me so this has happened before with Samsung uh are you surprised I don't know I was so I I called someone I got on the phone actual use the phone not this one this has been wiped I used my active phone to get on the phone with an actual human being not AI at least not that I know of and they said well here let me take a look uh I can actually pull up a video of the unboxing of the phone as it was set in so apparently they get a video recording at least according to this agent of when they unbox the phone to to basically look at it and she said she didn't see any cracks so she saw a video of this phone wherever it was sent to verify there were no cracks on the screen despite the email from Samsung saying there were cracks on the screen I'm like okay great so now can I traded in no no you can't trade it in why not the phone is fine you made a mistake why can't I trade this in Samsung well because you've completed the order okay I did order the phone I have the new phone the new phone is fine yeah but see in order to trade it in you need to send the phone that's working fine back to us you have to basically go through the process of returning that entire order in order to get a trade-in on the phone that clearly does not have a crack on it so again I know there's crack involved somewhere I just don't know who's smoking it there's no crack on this screen and I know I'm trying to hold it at every conceivable angle the problem is that this dang curved glass kind of throws people off there's no crack I can assure you there's no crack even Samsung a representative and I've got a case number said there's no crack in the screen I took it back because you told me there was a crack in the screen and I knew when I sent it there was no crack in the screen and you're telling me right now in this call and I was by the way you can ask the people who are watching on live.parillo.com when this happened I kept my composure I did not lean into her in fact I went as far as to say hey look I know this problem because I was trying to resolve it to try to get him to take this phone for the asking price they asked 500 they said take it 500 no cracks working condition this is worth 500 of Samsung or it was at one point and maybe it will be at some point in the future if I return my current working device without a crack in it as well back to them to reorder the device and set it up again and do a whole all the rigmarole at this point I've lost more time which is money on top of frustration so I even said to her I'm like look I know this isn't you it's not personal but your policy is garbage watch out for Samsung customer service let this be a warning to you this is the second time I've had a nightmare with Samsung customer service second time cervix I guess well yeah they did kind of give birth to the phone how's that for a mental picture uh so yeah Samsung screwed up but I'm the one who's got to pay the price\n"