Not So Technical Customer Service + Worse Fingerprint Scanner on any Phone
Called Samsung customer service after my 2-month-old Samsung Note 10 Plus 5G randomly erased all my internal multimedia. To determine the root cause of it before sending the phone back out to Samsung for assessment, I asked the so-called Tech support how I can download the log file which all operating systems create after a completion of a task.
She told me that due to my privacy, they cannot guide me though the procedure and that I will need to return the device, fully factory reset and that if there was no issue with the phone but rather ...an app or something of my own doing, I would charged an assessment fee plus repair fees. I had screenshots ready to provide their customer service of the newly corrupted multimedia files which only effected my HDD and not my SD Memory and they refused to even look at them. I was suspicious of an app I recently installed and wanted to know for certain if it was the app or my HDD becoming corrupted before sending out the phone for assessment but I wasn’t even offered any support what so ever, instead, I was repeatedly told to either go to a Samsung store or to send out my device for inspection. On another note, the on-screen ultrasonic finger print sensor is a nightmare if you want to use any sort of screen protector. After going through 8 different screen protectors, I purchased the $70.00 White Dome glass screen protector which is the only certified finger print friendly protector and after a few months, the finger print sensor stopped registering although I forcefully re-register my fingerprints numerous times.
Purchased in November 2019 at OPTUS for A$2,000.00.
Disgraceful Customer Care
Note10+5G (remember, at $2000, this costs more than high spec laptop) shuts down at same time every day. Patiently worked with Samsung over last 5 months to rectify & now on escalation advised "our diagnostics can't find error". No ifs or buts...the phone shuts down every 24hrs! New diagnostics required? When I advised I'd invested a small fortune in this phone to assist my business with efficiencies but have so far spent hours trying to rectify, the customer "care" agent's reply was "all good business have back up options"! I was then asked...to spend more of my time sending feedback & working with their team so that, should this error occur more frequently, it will help SAMSUNG for future reference. How about fixing my problem first? It was also suggested it could be a setting problem. I've already spent hours with technicians remoting into phone who can't find the issue....if they can't find it, who can? Perhaps this isn't a problem for many users, but if it affects you - good luck. If it shuts down and you're not aware it has (like it was doing for me at 3.40am each morning) it means you won't get emails/texts until you re-enter your PIN. Arrogant, dismissive and condescending approach to customer care. Thankfully, Microsoft will be re-entering the phone market in next year or so.
Purchased in August 2019 at Samsung Macquarie Park for A$2,000.00.
Worst network pickup
Every time I enter in to a building in the city, its network disappears. I have to keep restarting to pick up network. A phone without network of no use other than using as a kids toy.
Purchased in September 2019 for A$2,000.00.
PC, best camera in pocket!
I was IOs user from last 10 years. After carefully considering right flagship, I chose samsung note 10 plus 5g. I am very happy and can't think of going back to IOS is my wildest dreams. I use it for photography, daily office work, music/entertainment which was never convenient with IOS.
Purchased in August 2019 for A$1,999.00.
- Verified purchase
Test your upload speed.
I am now onto my second Note10+5G (first one replaced under warranty after a day of ownership), which also went off to Samsung for assessment the day after I purchased it.
I have no great love for Apple but at least they let you return anything without question for the first 14 days of operation. It appears impossible to get a refund from Samsung, nor their resellers without being shipped off for a three week assessment, and even they they will only offer a replacement. I am now five weeks into my Note10+5G purchase and I haven't had one in m...y possession for more than 24 hours. The upload speed on my Note10+5G (I live in a 4G area - on Telstra) is consistently <1Mbps to max 5Mbps compared with Note9, iPhone XS and iPad Mini 5 all getting 35-45Mbps (Ookla speed test). Download speeds across all of them are great, but upload speed of Note10+5G is 20-30 times slower than other phones in the house. Tried with and without case, different cell towers and different times of day. Also happened on both the first and 2nd (replacement) Note10+5G Easy to download the Ookla speedtest, turn off WiFi and test for yourself but I can't be the only person getting such poor performance on 4G networks. You don't pay $2k for an 'upgraded and faster' phone to have it perform at 1/30th the speed!
Excellent piece of work
Over 10+ years started from iPhone 3 to 4, then 5, 6 Plus, 7, then X, I was so sick Apple- classy, pricy, and hardly anything convenient, sometime the application or phone isn't smooth or fluid as advertised.
And my mind about phone outside Apple must be crap. But technology has improved so much over 10 years. I had to use 2nd phone for work, I tried Samsung note 8, loved it. But note 10+, even better! Graphic, app, fluidity, for games, email, writing with the pen, the size, speed, iPhone has nothing to beat.
Purchased in August 2019.
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