It's been a month and still no updates on my claim – So On october 29th 2023, I damaged my S23 Ultra screen. I immediately claimed a replacement device, because I didn't want to just get it repaired, I may as well get an entirely replacement device. I paid my $229 excess, and have since received no updates, .and no follow up at all.

The only contact I've had was initiated by myself, in the form of an online enquiry then a phone call. I've been told they have no stock, and can't give me a time frame. My screen is getting worse, now only intermittently working, which is bad because I rely on my phone for work related applications and 2FA as most people do. I was told I would receive a refund of my excess as it had been longer than 10 business days.

That was almost 2 weeks ago, and still no refund or updates. I am now almost having to go buy a replacement phone to use in the meantime while I wait for my $2250 phone to be replaced under the literal replacement plan I not only paid extra for at time of purchase, but also paid extra for the claim. I've lodged a complaint via Asurion, Fair Trading and next will be direct to Samsung and hope for a resolution because having "no stock" is not an excuse for leaving customers high and dry.

I know for a fact that these devices are readily available. Samsung have just had a sale period where they wouldn't be able to afford not having availability of stock. I've literally had eyes on stock from them, all while waiting for my official replacement. As it is my job to sell Samsung devices and aftercare support for them, so not only will I never buy this product for myself again, I will also never recommend anybody else buy it, and will share this negative experience with every single customer I interact with in the future.