Horrible Samsung Canada Customer Support
I bought a Samsung Galaxy Nexus in December 2012 at the retail price of $379 CAD. Right before the manufacturer's warranty expired in December 2013, I noticed that the rear camera stopped working. Everything else worked as expected. I called Samsung Canada, and they asked me to send the phone to their repair center for service. I followed their instructions. Days later, Samsung called me claiming that the unit had liquid damage, and so the warranty was void. They informed me that the cost of repair would be $650 CAD. I either had to pay for the repair, or they would send the phone back to me. I was unaware of any liquid damage occurring to the phone. Samsung Canada customer service promised that if I chose not to repair it, they would send the phone back in the same condition it was in when I sent it to them. If it was not functioning as before, they asked me to call them, and they would restore it to the original state (minus the rear camera).
I agreed for them to send the phone back to me without repairs. Unfortunately, one month later when I finally received it, the phone did not turn on anymore. I called Samsung Canada, and they asked me to send the phone to them again, which I did. However, once they received the phone for the second time, they did not follow through on their promise to restore it to working condition. Instead, they asked me to pay them $25 for inspection charges, or else they would not return MY phone to me. I refused to do so, since I did not want to pay for damage that their service center had caused. When I originally sent the phone to them, it was in working condition aside from the rear camera, so it was Samsung Canada's responsibility to return it to me in that same condition.
Two months later, Samsung Canada still has my phone and has informed me that their customer service will not provide any further assistance, and the decision is final. I have to contact their repair center directly and pay what they asked if I want my phone back.
I don't want other people to experience the same ordeal I have gone through with Samsung. I am posting my story here, along with all of the facts. After this experience, I will not be purchasing any Samsung products again in the future.
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