The Samsung Experience

Day 1
I recently bought a Samsung Galaxy SL (Unit #1) from a store in Robinson's Place Ermita. Let's abstract the name of the shop to "Techtel Mobile, Inc". Since the Samsung Mobile Concept store doesn't have any Galaxy SL (i9003) on stock, and I really wanted to buy a new phone, I decided to buy one from "Techtel". After some basic checks, I purchased the phone.

When I got home, I started personalizing the phone and migrated contacts. After changing the wallpaper to a plain black background, I NOTICED A FREAKIN' STUCK/DEAD PIXEL!!! I'm a first time Samsung (and Android) user so I never knew how to change the wallpaper until I got home. It ruined my night and made me decide to go back to "Techtel" first thing in the morning.

Day 2
10AM the following day, I went to "Techtel" to have my phone replaced but the staff told me that I have to go to Samsung Service Center first (in SM Manila) to have a technical report about this effin' dead pixel. So I rushed to SM Manila but there is no technician in Samsung Service Center. WTH!?? One of their personnels said that their technician will arrive at 12NN because of this and that. Since I have a daytime job, I decided to go back the following day instead.

Day 3

The Samsung staff told me yesterday that the technician will be in the store by 11AM. I arrived 11AM, and guess what? The technician is still not in. The store personnel then filled out a form with my phone details so I can leave my unit and have the technician check it at a later time. I left for work after securing them a photocopy of the receipt from "Techtel". At 4PM, I called their store to ask if the technical report is ready. They said yes so I rushed to SM Manila to get the unit and the report. After securing the report, I went straight to Robinson's Ermita to have my phone replaced. By the way, the diagnosis in the report was there's a dead pixel and I didn't want to replace the LCD. Of course, who would want to replace the LCD of a brand new phone Back at "Techtel" Robinson's Ermita, they have an available unit to replace my phone (Unit #2). After checking the phone for a few minutes, I noticed a stuck/dead pixel again! Since that's the only unit they have, they told me to go back the following they so they can get a stock from their SM Manila branch (not from Samsung SM Manila).

Day 4

After checking the new unit (Unit #3), I didn't notice any problems.

Day 5

While personalizing my contacts, I noticed a stuck/dead pixel again! WTH!?! I remember checking the screen thoroughly the previous day. I'm not sure if this just manifested after I brought the unit home.

Day 6

I brought the unit to Samsung to have a technical report but ended up leaving the unit. They'll just call me when a replacement unit's available.

Day 10

Followed up on my case but Samsung said they still don't have stock.

Day 11

I collaborated with my friend to ask Samsung if they have an available unit for sale and they said yes. After an hour, I called Samsung and ask why they have stock for selling but doesn't have one to replace my unit. They only said that their manager still has to approve it, and that takes time, blah blah blah.

Day 12

"Techtel" texted me saying that I can now get my replacement unit. I told them that I'll get it the following day.

Day 13

Arriving at Techtel, their staff told me that the unit is not yet available. They had to give it back to Samsung since they discovered a dead pixel in the unit. This is weird since just when I arrived, I saw a customer buying a Samsung Galaxy SL. I'm not sure if this is the unit that's intended for me but they gave it to the customer who arrived earlier. I then got mad and asked them why they did not text me about this. I've wasted so much time and energy to have this phone replaced. The staff was apologetic that he forgot to text me. They told me that if I can wait an hour, the replacement unit will arrive. Since I'm working, I cannot stay longer.

Day 14

The unit is now available (Unit #4). After checking the screen and some phone features, I didn't notice any defects. So when I got home, I started organizing my contacts. To my amazement, there's one freakin' dead pixel again! What's with this Samsung model!?! All the previous dead/stuck pixels manifested on black so I only checked against black. The new dead/stuck pixel doesn't show on black but in other colors!

Day 15

I went to Samsung SM Mall of Asia to have my case in a different court. Their protocol is, the phone has to have at least 12 defective pixels for the LCD to be replaced or bought within 7 days to replace the whole unit. But I insisted that this unit was replaced only the previous day and it will definitely be beyond 7 days since I waited for days for the replacement unit. They said that have to verify first with Samsung SM Manila if my unit's LCD is really for replacement.

Day 16

I called Samsung SM Manila and told them about the dead/stuck pixel. The technician reprimanded me and told me that I should check the unit thoroughly. The only thing that they can do now is replace the LCD. How great is that? I have a brand new phone, but the LCD will be replaced. They cannot replace my phone's LCD now since they don't have an available spare LCD part.

Day 18

I called Samsung SM Manila to ask if they have the LCD already, they said no. I asked them if I could have my LCD replaced in Samsung MOA instead, and they said yes.

Day 22

I went to Samsung MOA to have my phone's LCD replaced. After verifying from Samsung SM Manila, they can now replace my phone's LCD. But wait, there's no available LCD! They told me that they'll order it the following day and asked me to call them 3-5 days after.

Day 26

I called Samsung MOA to ask if they have the LCD already, and they said yes.

Day 28

The technician at Samsung MOA checked their stocks for the LCD but to my (and their) surprise, they don't have one. So I was told to call them the following week to check if they have stock and get the name of the person I've talked to.

Day 33

I called Samsung MOA to check if they have the LCD already, but they said they still don't have it. I asked them when will it become available, then the staff said days after they order. I asked why didn't they order after I went there, then she said they'll order it tomorrow. She asked for my name and number. Here's an excerpt from our conversation:

Me: zero nine one seven

Sarah: siro nayn seben seben

Me: zero nine ONE seven

Sarah: siro nayn wan seben

Me: five *some numbers here*

Sarah: nayn *some numbers here*

Me: FIVE *some numbers here*

Sarah: payb *some numbers here*

Me: *remaining 4 digits of my cellphone number*

Sarah: *remaining 4 digits of my cellphone number*

Sarah: Parang ang gulo.

Sarah: (Talking to her colleague) Ang gulo naman magbigay ng number neto.

Sarah: Sir teka lang ha.

Me: Miss, narinig ko 'yon. (Apparently, she didn't hear me).

Sarah: (Talking to her colleague) Ang gulo talaga magbigay ng number.

Me: Miss, narinig ko 'yon.

Sarah: (Parang wala lang. NR).

Me: Uulitin ko ha, zero nine one seven, ayan 4-digits. five blah blah. ayan 3-digits. blah blah blah. ayan 4-digits ulit. Kompleto na. Sorry ha magulo ako magbigay ng number (sarcastic tone).

Sarah: OK lang sir. (Parang wala lang. NR pa rin).

I know I spoke audibly. Maybe she's just plain imbecile. I can't report this case to Samsung since they don't have a customer support for rude personnels. I didn't want to go to their store either and bring this matter to her manager. I was already exhausted then from my day job.

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I'm tired of going to their stores. I'm tired of following up. I'm tired of being a helpless customer. I wish Department of Trade and Industry (or somebody) could help. I've wasted so much time, money, energy, and effort on this freakin' gadget. This has been my worst gadget/store experience ever. I shouldn't have bought this phone. Great work "Techtel" and Samsung.

And this is my Great Samsung Experience.

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FINAL UPDATE

After two more LCD replacements, my phone still has 1 stuck and 1 dead pixel. That's it. I'm done with Samsung. I won't buy their phones ever again.