Thursday, April 17, 2014

I had to send my phone in for repair the conversation started boring an normal....

I had to send my phone in for repair the conversation started boring an normal....



Chat InformationPlease wait for a Samsung Agent to respond.
Chat InformationYou are now chatting with 'Steffi'. There will be a brief survey at the end of our chat to share feedback on my performance today.
Chat InformationYour Issue ID for this chat is LTK112560661325X
Steffi: Hi, thank you for contacting Samsung Technical Support. How may I help you today?
Jeff: I have a galaxy s2 (was not on dropdown list) and it refuses to charge, just a slow blinking blue light in the corner
Jeff: Will not turn on
Steffi: I understand that the device is unable to charge. Is that correct?
Jeff: unable to charge, I had it fully charged and the phone off and now it is stone dead
Jeff: Is there a way to return this phone? It has been nothing but trouble.
Steffi: Thank you for the confirmation.
Steffi: I will be glad to help you.
Steffi: May I know the model number of your phone ? You can find the model number beneath the phone's battery which generally starts with SGH, SCH or SPH .
Jeff: sph-d710
Steffi: Thank you for waiting. I'll be with you in just a moment.
Steffi: Thank you for the model number.
Steffi: Since when you are facing the issue?
Jeff: it started about a month ago, I was busy and tried to see if a soft reset would fix it, it still was having charging issues, but after about two days I got the phone to fully charge. I turned the phone off because I had gone back to my old phone, when I picked it back up it was stone dead.
Jeff: would not even try to charge.
Steffi: I am sorry to know that.
Steffi: Have you tried charging the device with PC?
Jeff: yep
Steffi: Is the device getting charged when connecting to PC?
Jeff: does not appear to be getting anything now.
Steffi: Have you tried with an alternative charger?
Jeff: The fact that the battery dies when the phone was off is rather troubling though
Steffi: I am sorry, let us try few troubleshooting steps to isolate the issue.
Jeff: well, I can't even get the slow blue flashing light now...
Steffi: If the issue persists, the device has to be sent to Samsung Service Center, where our Samsung expertise will examine the device and will fix the issue.
Jeff: The buttons were sticking too, I would recommend just recycling the thing.
Steffi: Have you tried charging the device with an alternative battery?
Jeff: I only have one battery
Steffi: Okay. Just to confirm, are you able to see the charging icon when the device is connected to charger?
Jeff: no
Steffi: Is there any physical or liquid damage on the device?>
Jeff: no
Steffi: Please connect the device to PC and check if you are able to see the charging icon on the screen?



Then I decided that I needed to make sure she understood that the phone was truly dead....



Jeff: It is connected right now, it is inert.
Jeff: It has shuffled its mortal coil.
Jeff: If it were a parrot it would be stapled to its perch and hanging upside down.
Steffi: Please try to move the charging pin and check if you are able to charge the device?
Jeff: wiggled back and forth, tried with two different mini-usb chargers (both off pc)...
Steffi: Thank you for the information.
Steffi: May I know the IMEI/HEX/DEC number of the device.
Steffi: You can find the number beneath the phone's battery.
Jeff: Dec xxx xxxx xx xxxxxx
Jeff: I feel the phone is bereft of life, puching up daisies... Kicked the bucket....
Steffi: I am happy to inform you that the device is in warranty.
Jeff: Yeah! You never get that with a parrot.
Steffi: I can recommend you contact the carrier or purchase store for any insurance or 30 days exchange warranty or I will be glad in filing a service request to send the device for repair to Samsung service center.
Jeff: I checked with the purchase place, they said to send it to Samsung...
Steffi: I will create a service ticket and send a shipping label to your email. The link for the e-label will be active for up to 10 days.You can send the phone to Samsung using that shipping label. It will take 2 business days to receive the device and 5-7 business  days to service the device and 2 business days to ship the device.
Steffi: We will bring the handset in for evaluation, and the repair technician will determine if the cause of damage is due to defect or an external source. If a defect is found due to external source, you will receive an email with the option to pay for repair. If the damage is not caused by external source, the device will be repaired under warranty.
Steffi: All personal information will be lost and should be saved prior to sending the phone to the repair facility.
Steffi: Please provide me with the following details so that I can raise a service request on your behalf.
Steffi: 1. First name:
Steffi: 2. Last name;
Steffi: 3. Email- Id:
Steffi: 4. Contact number:
Steffi: 5. Mailing address:
Jeff: Jeff Harrision
Jeff: 
Jeff: 
Jeff: 
Jeff: 
Jeff: I guess we can say the phone will be off to meet its maker then...
Steffi: Yes. The device will be shipped to Samsung Service Center which is at Plano Tx.
Jeff: Not a Monty Python fan, I seriously recommend looking up the dead parrot sketch...

2 comments:

  1. I suspect you know this already, but it's almost as if Steffi's not allowed to have a normal conversation with you, or that it's a bot giving you predetermined responses. Well, at least under this procedure, you are bound to get quality responses. Were they able to get your phone fixed? I hope so. It's hard to not have a phone at this day and age. Take care!

    Bryan Barnes @ Cell Phone Repair

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  2. I wonder why it suddenly started doing that. I hope they were able to fix the problem, or at least send a new one as a replacement. It can be quite a hassle to not have a phone for a prolonged period of time, especially if you're using it for work.

    Clara Brooks @ Telco World

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