At the beginning of this month I started a new job. Taking advantage of this reason to pursue newness in other areas of my life, I turned in my Blackberry to my old employer and purchased a Samsung Blackjack through Cingular. I was so excited about this purchase. The phone is a camera, camcorder, and PDA and MP3 player. It is able to do wireless syncs to my contacts and calendar on my laptop. I can receive emails from both my work and personal accounts on the phone. I can access the internet. The phone is incredibly light and thin. It is useful tool for an on-the-go lifestyle.
For the first two weeks I was in complete gadget love with my new friend, however the honeymoon period did not last long. In fact it ended exactly 20 days after my purchase. Today is day 23 and I am trying desperately to repair our relationship.
Here is how my little friend and I went wrong. When I purchased the phone, I was determined to protect my investment in our relationship. I told my sales consultant at Cingular I was interested in buying a case for the phone. He told me they were out of them and could not tell me for sure when they would be getting them in. I committed to checking back in with the store and left excited with my new purchase. I invested hours of time programming the phone. I spent several other hours showing it off over the holidays and exploring all its functions.
On Tuesday, Dec 26th the alarm on my phone woke me up. I got up, showered, dressed and prepared to leave for work. I took my phone off the charger, answered a text from the night past and then put the phone in the patch pocket of my coat. I gathered my other belongings and drove to work. I parked my car in the garage. I placed my keys in the pocket where my phone was and rode the elevator to my floor. I got to my office, put my jacket over my chair and removed my phone from my pocket to place it on my desk. In pure shock, I stared at the flaw that ended our harmonious honeymoon. In the corner of my Blackjackâ€™s 2â€ screen was a cross-shaped crack!! I could not believe it. I had no idea my new little friend was this sensitive. It was in a soft pocket. It was not dropped; it did not experience any kind of impact. The only realistic explanation is the keys to my Volvo (my last NEW favorite thing) in a jealous rage punched my little Blackjack in itâ€™s perfect little screen while I rode the elevator completely oblivious to the fight. This act of violence saddens me to no end however, I could not get the same sympathy from either the mother (Samsung) who birthed my little friend or the hospital in which he was delivered in. (Cingular)
After a trip to the store where I purchased the phone and several calls to Cingular and Samsung the best â€œcareâ€ scenario is to send my little friend to Samsung for a repair that will leave me without it for TWO WEEKS. Keep in mind this repair solution came only after I was given the complete run around from both Samsung and Cingular. Cingular told me the store would replace my phone because it was less than 30 days from the purchase. The store told me they could not replace the phone because it had â€œphysical damageâ€ which means it voided the warranty. They actual insisted I purchase a brand new phone. By the way, you should also know Cingular does not sell insurance on their â€œmore expensiveâ€ phones. I also inquired about that when I purchased the phone.
Samsung has yet to decide if the warranty is voided or not. If they agree with the store, I pay $70 to get it fixed and have to deal with the additional hassle of turning on a replacement phone in its absence. I have also learned there are no authorized local repair stores for the phone and even if there were, Samsung does not sell the parts. I was even told cases for the Blackjack were not available at all by a representative from Samsung. No matter how you look at it, someone in the customer service jungle has lied to me in the last couple of days and I am on my own in figuring out the best solution for repairing my relationship with my new friend.
For me, the most irritating thing about all of this is knowing the product was rushed to the market place just in time to capture holidayâ€™s sales and I fell for it. Who cares if the product was released without supporting accessories, proper testing or a sound customer service info structure? In short, Cingular and Samsung enticed me with their marketing foreplay and I left my money on the nightstand. It doesnâ€™t matter if I wanted more from the relationship with them; they were done with me when the receipt printed.
I am hesitating on sending my Blackjack back to the heartless mothership but I know if I want to protect our relationship and reestablish our love, I am left with no choice. I hope absence really does make the heart grow fonder.
Copyright © 2010 Stephanie Michele
Technology Doesn't Make Up for Bad Customer Service
Copyright © 2010 Stephanie Michele
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