Samsung Experience Store – MEC in westmount | Best Phone, Laptop, and Computer Repair Services at Affordable Prices | Quick Fixes

June 2, 2024, I purchased a Samsung Galaxy S24 Ultra Plus 256 GB cell phone from Best Buy in Marche Central Montreal under Rogers Mobile. On July 22, the device started having problems with the camera, showing a failure warning. I contacted Samsung’s technical service without success, so they told me to go to the nearest Samsung Store. On July 23, Samsung store they tried again to repair the device without success. They performed some evaluations and indicated that the problem was the hardware of one of the cameras and that the replacement part would be available in 2 or 3 days. I asked them to exchange the equipment since the phone is within the warranty period, and they refused despite not having what was necessary to fix the camera failure. The repair order #RP038548 was entered, emphasizing that the replacement part would be available in 2 or 3 days or that I should go to the store where I bought the device to have the exchange made. On July 25, I contacted Samsung and the phone advisor told me that he doubted the replacement part would arrive in 2 or 3 days. On July 29, Samsung service area told me that they still do not have the necessary replacement part and do not know when it will arrive. They gave me two options: wait for the replacement part to arrive or look for it at the Samsung Store Namur, both options without a feasible solution because they do not know when a replacement part will arrive and they couldn’t verify that the Namur location had the part, they told me that they couldn’t contact said location to confirm the availability of the replacement part. The manager gave me the option of sending an email to the CEO, which also did not solve the problem I have had with the equipment for a week. I repeatedly asked them to exchange the equipment, and they refused even though it is a hardware failure of the device. I am disappointed and feel scammed by the services of Samsung. I need a solution, a replacement of my cell phone to my complete satisfaction

WORST EXPERIENCE AT ANY SERVICE DESK EVER!
I went to report that the Do not Disturb on Samsung phone stopped functioning for whatsapp which could override it causing a lot of inconvenience to me. The person at service desk after taking a good 30mins and discussing in detail with the technician told me that they could not do nothing about it. I requested her to at least report this glitch being experienced by other samsung users too so that the company could fix it. However, she insisted that it was not a software problem but a whatsapp problem about which they couldn’t do anything. Her colleague jumped in and said that the software was a Google problem instead. I kept requesting her to just report this problem in her system for her top team to fix the problem but in vain. She insisted that they checked online and the same problem was being faced by Google Pixel phones too so Samsung wasnt the only one. To make things worse, she left me unattended, changed and signed off from her shift while i was still standing there. Her colleague started taking other customers. While she was still present another customer started having an argument with me about all this saying it was my fault for using bad websites. (The guy did not even know or use whatsapp) He started by blaming me to issuing me threats in front of the samsung team, when she left and her colleague acted as if nothing happened. It was so humiliating and worst customer service experience. Encouraging violence between clients , not resolving the problem, and leaving customer unattended is what they did.
The only saving grace is the manager Kane who apologized and told me that the staff could have just reported this problem and generated a ticket which is always checked by the top team.
I am a frequent visitor at this store, bought my own ultra, 2 other phones from here, but after this worst customer service i am so much thinking of switching to Apple.

Phone kept restarting and would be so slow. I still had a few days left on my extended credit card warranty. The credit company process is to take it to the store for an estimate in repair and they either pay for repairs or give you a cash offer. However upon arrival there I was pushed to get a new phone and was told even if the phone was repaired maybe something else would break. They did not take customer finances into consideration they just wanted me to get a new phone. Its the second time this phone started acting weird. 1st time it was a few days after my Samsung warranty expired on year 1 (water alert issues even though phone was never wet) and now just 2 years from phone purchase. Decided to do nothing and wait it out. A few days later phone is working like new like as if nothing happened. I’m pretty sure this is an ongoing issue related to a software update that went wrong. I don’t like being forced into buying something new when I didn’t need it.