Original topic:

International Samsung Care+ Warranty not being Honored in the UAE?

(Topic created on: 09-24-2023 04:06 PM)
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BuHarvey
Active Level 2
Options
Galaxy Fold
Every employee I've spoken to for assistance has turned me down based on policy.
Policy this, policy that, our local policy. Why? What's going on?

I purchased a Fold 5 with the infamous defective S pen case from a samsung experience store while traveling in France. I contact samsung in the UAE, they tell me that the replacement case is not honored without a UAE receipt and to fly back to France to change a piece of plastic worth 100 euro.

image

This is the French websites claim, semi-translated, but you can read it for yourself. It reads:

5. Is my phone covered internationally by Samsung Care+?

Yes, your device is covered wherever you take it...
(This was the Samsung store clerk's claim too, regarding whether Dubai was covered)

You cannot have one website claim that My phone is under international warranty, while the UAE team claim that there is no such thing as an international warranty.
I've had all of the UAE representatives gaslight my claim to my international samsung care plus coverage.

What happened to quality control? Where's the customer satisfaction?
If you wanted to have a local brand, you should've changed the brand name in the UAE. I would not have bought the phone at all if this was the case. But the marketing deceived me, and the website's claim is clearly false in the UAE.

The UAE "Samsung Experts" as they're so called, have no authority on the matter. Nonchalantly copying and pasting pre-made responses. Some ending the session, wheres the responsibility in that? Local policy, I'm sure.

To conclude, why is the Samsung Service abysmal in the UAE exclusively? I want to understand why a defective piece of plastic sold by Samsungs official store, cannot be repaired or replaced by Samsung themselves.

Change the brand in the UAE if Samsung's UAE presence cannot live up to the Samsung brand. Competitors that I will not list do not have these issues in the UAE.

Please let me know if anyone is facing similar issues with getting their warranty honored, especially in the UAE.

kind regards.
BuHarvey
6 Comments
MOQBALI
Expert Level 3
Galaxy Fold
Samsung care please feedback!
sms222000
Active Level 7
Galaxy Fold
Good suggestion
Samsung_specialist
Community Manager
Options
Galaxy Fold

We would like to express our sincere apologies for the frustration as well as the inconvenience you're going through due to the defected case you've purchased from Samsung. On the other hand, we would like to thank you for bringing this feedback. However, kindly note that Samsung's warranty is not international as per our official link below https://www.samsung.com/ae/shop-faq/service-and-warranty/do-you-provide-international-warranty/. And, Samsung care+ is supposed to be considered under the warranty's policy. So, it's not international as well. Furthermore, kindly note that the case can't be replaced in the UAE because it hasn't purchased from the UAE. But, for further investigations we need you to submit the case in one of the authorised service centers and then make sure to provide us with the service order number to be able to reach you directly from the complaint department.

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BuHarvey
Active Level 2
Galaxy Fold
Fortunately, I have already deposited the item in its packaging at the EROS Samsung Service Center: https://maps.app.goo.gl/ECzjWaxuzmii5Vai7
I have also provided them with my contact information and name for inquiries.
It is essential to recognize that the Samsung brand is not a mere local entity and cannot be treated as such. If you wish to evade any responsibility, you should rename it MiddleEastSung.
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BuHarvey
Active Level 2
Galaxy Fold
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syoum
Beginner Level 3
Galaxy Fold
Hi
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