I had a really bad experience with Samsung Care+ and now I’m convinced the replacement phones they send are not new. I dropped my S24 Ultra and broke both the front and back glass, so I paid $99 to get a replacement. It arrived a few days later and when I peeled off the plastic, the screen had multiple scratches. Supposedly, this is a brand new phone? I don’t think so. I called Samsung, and they told me to send pictures and they’d get back to me within 24-48 hours. Four days passed, no reply. I called again, and they said I just needed to wait. After another two days, I called again, and finally, someone said they’d ship me a new one that day. Two days later, I got the replacement, but guess what? The phone kept crashing randomly, every time I tried to do anything. I couldn’t even transfer my data without it restarting. I thought updating the phone might fix it, but the update froze at 25% and gave an error, so it just restarted again. I tried using Smart Switch on my computer, but it didn’t help. Eventually, I gave up. I’m going to send the new one back and just keep the scratched one. I don’t know what kind of scam Samsung Care+ is running, but it’s messed up.
They’re not supposed to send brand new phones. Usually, they send refurbished devices. When you receive a replacement, it’s meant to be refurbished, not a new one.
Jamie said:
They’re not supposed to send brand new phones. Usually, they send refurbished devices. When you receive a replacement, it’s meant to be refurbished, not a new one.
I asked both reps, and they told me the replacements are new and unused, which I now realize was a lie.
@Asher
Replacement phones are usually refurbished. They tell you it’s new so you won’t get upset. Often, refurbished phones are ones that were tested on the production line but can’t be sold as new, so they send them as replacements.
This forum has a lot of paid posters, and you won’t get any useful suggestions. I got a replacement from Samsung Care+ and it was completely useless. The phone had no water resistance, and it died immediately after I rinsed it, which would never happen with a brand new S23 Ultra. I posted about it here, but no one had anything helpful to say.
I never get Care+ because I’m careful with my devices, but I always thought they’d send refurbished phones. I mean, if they didn’t, we’d all just pay $99 every year for a new phone, right?