Warranty experience with Samsung smartphones?

[staeit]

So I have been a dedicated iphone user for a few years now, and as my contract is coming up soon I was considering checking out some of the latest Android devices. Obviously the SGS3 and Galaxy Nexus are good contenders, but one thing I am concerned with is the fact that if my iphone ever has any issue I stop by the Apple store and walk out with a working phone. I feel like regardless I will have a working phone the whole time, wont have to worry about using a loaner phone if mine has some sort of defect, etc.

Can anybody comment on the warranty issues they have had, particularly with newer devices. specifically I'd like to know how long the repair takes, what inconveniences there were, etc. Thanks in advance!

[LouisR]

I've had two warranty repairs with Samsung phones, one through the carrier (VMC) and one directly with an authorized service centre.

Apart from the cheap Nokia loaner VMC sent for a then-higher-end featurephone (Samsung Impact) and CSRs unfamiliar with their processes, the whole thing done in 12 days.

It is my understanding that kiosks, dealerships and corporate flagship stores deal with warranties differently. Kiosks don't handle them period, you have to call in to get a shipping label.

Since then a Samsung factory authorized service centre has opened in Montreal, and I just went there directly with a proof of purchase, for a Galaxy Gio last January. I waited in the lounge there for about two hours and got my phone back and ready to go. (Don't know if they have loaners or replacement phone on hand though.)

[Jake Yang Pan]

My SGS2 LTE developed a hairline crack after 1.5 month of NORMAL use. I sent it to a Samsung service center through my Rogers store and then I was told it's not covered by warranty and will charge me $200 to repair. quite frustrated and I'm not willing to spend that much for repair. Judging from the fact that people can walk into an Apple store with a iphone with cracked screen and walk out with a replacement phone if it's under warranty, I'd say Samsung's service totally sucks. I'm still gonna file a dispute with Samsung and try to get my phone repaired by samsung free of charge, but I have little confidence I can actually get that.

so to summarize, I like their phones, but their service is miles behind Apple IMHO.

[terre08]

My SGS2 LTE developed a hairline crack after 1.5 month of NORMAL use. I sent it to a Samsung service center through my Rogers store and then I was told it's not covered by warranty and will charge me $200 to repair. quite frustrated and I'm not willing to spend that much for repair. Judging from the fact that people can walk into an Apple store with a iphone with cracked screen and walk out with a replacement phone if it's under warranty, I'd say Samsung's service totally sucks. I'm still gonna file a dispute with Samsung and try to get my phone repaired by samsung free of charge, but I have little confidence I can actually get that.

so to summarize, I like their phones, but their service is miles behind Apple IMHO.

Samsung is known to have below par customer support. I am probably getting the unlocked (hopefully I can keep my 10 dollar unlimited data) Google Galaxy Nexus, the only thing that makes me worried is the Samsung support. I might get an extra warranty through SquareTrade.

[theraven146]

I guess you will be better off sticking to the iPhone brand. Apple is simply superb when it comes to customer service. I don't know about Samsung but you would not believe my story. I recently dropped my 12-hours old iPad .You know what happens to the delicate parts when you drop them on a mosaic floor and that too screen facing down. Believe it or not, Apple replaced my device with a refurbished piece (as good as a new one) even after knowing that this is a physical damage. It took me only a couple of hours to convince them to show sympathy on me. And that shows how important, customer care is to them. I would even suggest you to just wait a little longer and go for the iPhone 5. That would be smart.

[ellka]

tomorrow I'll be mailing my gnex (purchased from google play store) from california to samsung's only US service center in plano, TX. they tell me the warranty repair will take 5-7 days plus shipping, shipping is prepaid. they could not tell me what happens if it is irrepairable. Their tech support people would not comment on whether they would replace it. Said they will advise when and if that happens. I am bracing myself for a possible nightmare as I've seen a few complaints online about them losing/never returning phone or taking an inordinate amount of time. I will update with the outcome.
As backup, I used my amex to make the purchase (which extends the warranty, has purchase protection) and also bought a square trade warranty for accidental drops and spills coverage, since I use my phone for seemingly everything. Now that I know I will be using an old mytouch 3g for a over a week, I am very much missing that apple customer service (I have a retail store very close by).