I purchased a 128GB Samsung Galaxy S6 from Fido in 2015. I returned my phone to Fido within days of purchase with reception issues, dropped calls etc.. They swapped SIM cards and told me to try that. On my next visit with the same issue they told me to wait for a patch/system update from Samsung. I did, things didn't improve. I went back to Fido again and again. After sending my phone out for repair, which did not resolve the issue, they replaced my phone. The replacement had a malfunctioning screen. More time goes by, and they finally produce the current device in my possession. I immediately noticed that it's battery life is significantly less than my previous phone, they tested it but it passed their "diagnostic" and they did nothing for me. It has only gotten worse and worse every day. It is now only usable for a short portion of the day when not charging. It dies at about 40-50% battery. This is a very expensive flagship phone, and I have been very disappointed since it was purchased.Now I have a phone that is technically out of warranty, but that has not been in my possession a year with all the back and forth out for weeks for repair/replacement. Yesterday I took it off the charger at 6:40am and at 10:00am it was dead with 0% battery when I plugged it into the charger. I hardly used the device all morning. This morning I watched the battery like a hawk and when it dipped down to around 60% before 9:00am I tried to charge it. It wouldn't charge until I rebooted it.
All I want, is a phone that works. That is all I have ever wanted.
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They email back with a form email saying to reset the phone and if that doesn't work I'm out of luck. They gave a link to help me find a Samsung authorized service centre. I clicked it, and when it couldn't find a service centre within range of me it just stopped. Dead stop. No alternate links, nothing.
So I tried to post this comment in the survey at the bottom of their email asking how they could have done better:
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You could have stepped up to the plate and delivered exceptional customer service. You could have changed me from someone who has only had negative interaction with your company to someone who has had a positive one, and who would sing your praises rather than your failings. For instance: your link in your email to me to find a Samsung Service centre was unable to find one within 50km of my location. So how do I get my phone repaired?
I am willing to pay to get my phone repaired but you don't want to take my money and fix it.
Also the troubleshooting steps recommended, to basically wipe and reload the phone, are reasonable steps, however the device has had inferior battery performance ever since the day I received it. So how would a system reset help since it had been reset to factory defaults prior to me using the device? Basically you're wasting my time, and adding insult to injury. I have never spent so much money and been so disappointed as I have been by Samsung and this S6.
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I couldn't post the above comment, as it is about 1000 characters and their comment box only takes 250. So I'm posting it here. Moral of the story? Don't buy from Samsung.
