My phone has been going into SOD (Sleep Of Death) frequently since three weeks ago. But I've never been the type of person willing to send things for repair, so I kept telling myself, maybe it's just an occasional glitch.
However, the problem persisted for a week, and started to affect me. I never knew when my phone was going to shut down, and when that happens, I couldn't be contacted.
Feeling really helpless, I went to Samsung Galaxy store to seek technical assistance.
A girl at the reception heard what I had to explain, and simply said maybe your phone needs a software update. You can get it back an hour later.
I went back to the store after work feeling all hopeful, but to my dismay, the phone became more problematic when I was at the claiming counter, and had problems to even just start up.
I still chose to believe that maybe I am the paranoid one, and believed the staff when she told me that your phone is repaired. So I took and left.
The phone began the same old shut-down-and-Im-not-telling-you problem even before I left Dhoby Ghaut MRT station. Maybe I am paranoid? I decided to test it out for a night.
To my disappointment, the problem became WORST. Before sending for repair and update, my phone would shut off by itself, but all I had to do was switch it on again. At least my information, apps and settings were still intact. After the so-called repair, my phone resets itself, all settings and whatnot, every single time after it shuts down.
I went back to the repair shop two days later, this time around determined not to let them patronise me at the reception.
Maybe because of my foul mood, I felt like the staff there wasn't very sincere, and in a local sense, very anyhow. The last thing they conveyed was assurance. Just because you take my phone and battery, and return my phone cover in a neatly taped plastic bag, means that your service is good and sincere. The core of customer service is attitude.
|(Right) Returning my phone cover in a plastic bag|
(Bottom Left) Service Order Sheet: I said 6-7 problems, and the person only typed 4. Pfft.
(Top Left) The box my phone came back in, but it felt more like a coffin as problems persist.
The staff told me that they would send my phone to my house three days later, when they are done servicing it. Honestly speaking? Delivery isn't such a bonus to me. Meh.
If the phone can truly be repaired, I don't mind making an hour-long trip ONCE. With such horrible customer service, I hate to even go once, not to mention twice. So I told the employee to make sure my phone gets a thorough check, because I don't want to go back for a THIRD time. Keep the phone however long you want/have/need to.
I received my phone yesterday evening. But the same shutting down problem started two hours later.
I'm really upset with the problem, because I should not be on the receiving end of a company's incapability to repair their technology.
This is the first phone I bought for myself with my own hard-earned money, and thus means a lot to me. It has barely survived 10 months.
I've been a loyal user/fan of Samsung eversince my first mobile phone back in 2005. But now that I look back, it's apparent that the lifespan of their phones is getting shorter by the generation. At least, from what I've used.
Just emailed Samsung company, and I really wish that I'd get a decent response from the staff. For now, seems like there's gonna be a third trip to Samsung tomorrow...
I'd keep this space updated on how the servicing goes.. and find out if you should ever get a Samsung phone in the future.