Samsung Service is disappointing.

[Centaur31]

I 

Am in the mood to rant so bear with me. I have already written about how we, a lot of Samsung faithfuls who have been buying their phones year on year, feel when we know we were slipped a lemon and yet nobody even acknowledges the same.

I had bought a Gear Iconx and found it to be great in the sound guality, noise reduction, ambient sound on or off option and the way they fit which gave you the confidence to be doing cartwheels without a care as you knew they aren't going anywhere.

But the tws earbuds seem to have a mind of their own. I would put em on charge and see that the case and the buds are charged fully and carry it with me to work butthr moment I want to use them I would find them totally dead, no charge at all. And this is what was wrong with them, you could never be sure if the bloody ear buds will be alive when you need them. Even if they don't lose charge and show one hundred percent battery in the gear app you cannot trust them to perform reliably at all they could go off anywhere between 15  mins to an hour or a little more.

I took these to Samsung service in Chennai where they were purchased and told the the issue and said they should try them a day or two so that they can see the issue themselves.

They kept it and returned it saying it won't be an issue anymore and was happening because it was shorted to ground or some. Well I was happy to know that brought em back as they showedme that they had charged the buds and case and they were still charged.. I felt happy and relieved that I could use them as intended because they are good in terms of sound quality design and controls and it isn't a good feeling when you have these gread ear buds but can use them only for 15 minutes sometime 45 minutes etc.

I subsequently came to Meerut UP as I was in the process of moving out when they gave emback to me.

The big mistake I made was in not trying them right away and checking. Well moved here took some time to settle down and almost forgot em till I remembered that the are packed up and are now going to work as advertised. The thing was I had been too positive as I saw that the were still the same. They say both used together will give you 4 hours 30 minutes of play time, if using one then it is around 7 hours. D I'd not get to see those figures even one day from the time I had bought em. So sent them to Samsung service Meerut they told me it is some battery issue and they will resolve it. I was told at the time of purchase that they are not repaired so if anything goes wrong we simply replace them instead of making you wait. This time too they took 3-4 days and told me now i will not have any issued  I took that with a pinch of salt having herd the same thing earlier. Again they gave em to me and thus time I went back and checked them and they seemed to be holding charge and not losing battery while in the case but found out in a couple of days that nothing had changed. I had been told by the service centre that they can't replace them as they don't have them. A friend of mine offered to take them to delhi as he keeps visiting and said hell tke then to the service centre and hopefully get them replaced. 

That friend didn't go and had a death in his family and by the time we could think of it again the warranty had expired. 

I realised my second mistake when I went online to see what people say if anyone has had similar issues. I was surprised to see there were hundreds of complaints about this Issue and every one had the same story. I understood that the service centre guys were not speaking the truth while telling me that they never encountered this problem and that really got me pissed. A company like Samsung could easily have replaced the buds or maybe just the adheres on them as they were faulty. 

But they didn't even acknowledge that this issue was a major one in all the gear icon x tws from 2017.

How do you feel when you realise you have wasted a a nice wad of bills on a faulty device which you should have got a replacement for. I'm quite amazed that a company of world class  products and cutting edge devices can not fix an inherent problem in their device from the start. 

The 2018 model I believe was upto Rs. 18000 from the 12000 or so price of the 2017. 

You may be aware that the company ran a promo for people who pre-booked the device where they could buy the galaxy watch which is for Rs. 30000 at retail for Rs. 9999 or you could buy the galaxy ear buds for Rs. 2999. That tells me that these devices don't probably cost as much as the discounted price. I believe that later as there weren't many takers for pre booking samsung made it an offer for buyers setting price asRs. 15000 for the watch and I think Rs. 5000 for the bud which now feature wireless charging and can be charge by the S10 using its power sharing feature. 

I made another mistake of buying the level u, this thing has to be the worst earphone design I have ever come across because even withallthe options of silicon ear bud covers they never stay in ear. The magnet supposed to hold the buds together is like an excuse for one. If you lick it up from a desk where you kept it with earbuds attached to each other, they will fall apart. 

The battery boasts a ten hour life but lasts only 2.5 to 3 hours at best. I bought it from a Jio store and told them that the battery life isn't as advertised and when I was using it for calls most people said my voice was unclear and would sound like r2d2 is on the phone. 

Since it had only been a day or two after purchase I asked the shoo if they will replace it or does it have to take the Samsung service route they initially said we will replace it but found they had only one more of these and that wasn't working when they opened the box. After quite some time of trying to get it replaced at their end they told me they will take it to Samsung service and I think it was shown to theservice centre above icici bank on garh road meerut. 

The guy who took it said they made him wait for quite some time and then brought it back saying try it now and bring it back if it still has the problem. 

Going by my past experience this means we wasted your time and didn't do **bleep** to the headset but as a matter of policy we are supposed to send you back the first time for sure as it always seems you customers are paranoid and create problems in your head. 

Wealso do that to hope and   pray that you get hit by a truck, get shot, or die of any reasons that we don't have to deal with it at all. 

I am pretty sure that nothing's changed on the headset but they simply don't want to make it easy for us. I told the person from Jio store to keep it and check it himself as I'm sure it'll need to go back. 

I have an old Samsung sm or hm 3000 it is the one with equalizer and a pendant or clip deign with function buttons. That is the kind you can use with any earphones as they have a 3.5 mm input jack. Those are the ones which got me started on Samsung a good ten or 12 years ago and they still work great and had cost me Rs. 3000 or a little more. 

The much expensive gear icon x and this level u have left me quite dissappointed as well as pissed because I paid good money and deserve a good functioning  product instead of these examples of bad quality control. When you price your products in the medium to high range in fact the high range for us Indians. We expect to get our moneys worth. 

Also for products like these there should be an n option to return them if not foundsuitable and you can give a short period for it when I can try and find if it fits my ears well and doesn't fall off apart from the sound quality being to my liking. 

Why should I be stuck with a product which doesn't work for me.?

Also my hardware warranty should not be affected by rooting the device or using a different firmware. 

I  guess I'll take that up to the court because our words make.no difference and I agree that we are also to blame but agajn we can't do anything till someone at your end is involved. 

 This is the harsh and sadreality  in India and I'm sure many other countries in the world. We have this tendency to exaggerate our losses to get more money than we should.

If a company trusts us and believes us we thing they are fools and try to take them for a ride. 

The meaning of professionalism in India isn't what it should be. Like knowing your work, being passionate about it, ensuring that you do the best you can while following the rules, to be a good speaker and thorough in your field of expertise. 

It is simply, **bleep** banao aur agla dhundo what we see in product ads about how much they care is all hogwash. These people don't even care that what they are doing could have someone with a genuine Casse being denied a claim or refund or whatever. 

[anshulrathi]

I want to replace my mobile........due to various reason......I have Samsung A6+ which I bought last year......initially this phone was amazing but during the current year....I face so many problems.......like it start hanging.....and so

[ragnigupta]

Thanks for sharing this info

[pma1612]

even I'm disappointed
a fellow S10 owner

[pma1612]

firstly I got some moisture (fog) in the camera setup in rains, they opened up this phone when it was hardly a month old, had the guts to suggest me a motherboard replacement (25k) which o didn't go for...and its already been 10 days and my phone is still working perfectly. Also the idiot who reassembled my phone, there managed to get 2 or 3 dust particles inside the camera lens /glass. Luckily it's not affecting the camera quality

[Centaur31]

hey,
I can understand how it feels as I have been through similar issues. Apple is the worst when it comes to taking their customers for a ride. You may have heard about the fines imposed on them by courts as Apple deliberately slows down older devices. easy to guess why, they do it so that one gets frustrated and goes for an upgrade. I think it is the people who buy their products who are fools to be repeatedly buying iPhones or Macbooks. I also saw a genius bar tell a customer who walked in with a macbook pro and was told it'll set him back $1350 and that makes it beyond economical repair.

[Centaur31]

this guy was wearing a hidden camera and from genius bar he went to Louis rossman who took a look and said system is booting maybe it is just the cable here, he opened tur^

[Shiva2003]

I completely understand your frustration. It’s incredibly disappointing to invest in high-quality products like the Samsung Gear IconX or Level U, only to face ongoing issues that seem to be ignored or inadequately addressed by the service centers. Your experience reflects a significant disconnect between customer expectations and the service provided.

It’s particularly disheartening when you feel like you’re getting inconsistent support, especially when the problems seem to be widespread and not unique to your device. Your initial excitement about the Gear IconX, which seemed promising in terms of sound quality and design, was overshadowed by the unreliable battery performance and subsequent service troubles. The lack of a reliable resolution, despite repeated visits to service centers and communication with the company, adds to the frustration.

Similarly, the Level U’s poor performance and the dismissive response from both the store and service center highlight a broader issue with customer service and quality control. When companies price their products at a premium, customers rightfully expect better performance and support. The experience you describe is a reminder of the importance of customer feedback and the need for companies to address issues transparently and effectively.

Your suggestion for a return policy to ensure product satisfaction and the concern about warranty implications due to device modifications are valid points. It’s unfortunate that such a situation makes you consider legal action, reflecting deeper issues in how customer service is handled.

In an ideal scenario, companies would recognize and act on customer feedback to improve both their products and their service standards. It’s clear that a more responsive and customer-focused approach is needed to rebuild trust and ensure that investments in technology yield the quality and reliability that customers deserve.