Why Samsung Galaxy Repairs Just Got Difficult

We have some important news for you, should you ever need Samsung Galaxy repairs in the near future.

Having carried out thousands of Samsung Galaxy repairs over the years using genuine Samsung parts, we would like to think that we are offering a great support service for not only the owners of Samsung devices, but also Samsung themselves.

You would think that, wouldn’t you? A customer drops their phone and needs a same day fix, which we duly carry out in our usual professional manner using genuine parts plus our labour charge to give our customer a well-priced, fully guaranteed repair for their phone or tablet.

We don’t use cheap, copy parts from eBay as some of our competitors do (we know – we’ve had to sort them out in the past!) and we’re proud of our reputation and our ever growing customer base of personal and business customers.

So all was well in the world of Samsung Galaxy repairs until a day in December 2016 when Samsung changed the game – for us as repair providers and for every Samsung smartphone owner.

You may be asking, “What did they do that was so terrible?”

They turned off the tap of parts supply to the industry. That’s what they did.

All Samsung repairs, from that point onward, would have to be carried out in Samsung’s own repair centres.

Perhaps, if you live in London!

For us in Suffolk, this decision does come with some additional ‘annoyances’ – the nearest Samsung service centers are in Cambridge and London!

Having contacted Samsung and talked them through the issues that their customers requiring a repair in or around Suffolk or Norfolk are facing, we were told that apparently we are covered ‘adequately’ by Cambridge and London and that additional service centres in our area are neither ‘required or planned.’

Oh dear – as we provide hardware to several hundred local businesses, we could instantly feel a bit of an anti-Samsung vibe in the air.

The Upshot

“What is the upshot for this?” you may be wondering. Well, there are two options:

Option 1: You can make a day of it in Cambridge or London and hope that you get there early enough so that you can pick your phone up at the end of the day, although, as you will see from the chat excerpt below, it can be a case of dropping off and picking your device up 5 days later – that’s TWO trips and FIVE days without your phone!

Option 2: Your other option is to send it off to Samsung, but it would be a 10 WORKING DAY TURN-AROUND and (of course) the device would be wiped on receipt due to data protection regulations.

“Well that’s not ideal!” you may be saying – you haven’t even heard about the pricing yet!

Well nor did we, as the Samsung representative that we talked with informed us that once they receive it and assess it, only then will they give a quote for the smartphone.

However, we do know that pricing is way higher than we have ever charged!

Well put it this way, one of our customers was happily using an S7 Edge until December, at which point they had immediately switched to an iPhone 6s. They had told us that they were not an Apple fan at first!

Ignoring the inherent differences between the two devices (like manufacturers, OS, prices, apps, etc.), our customers would want a capable, high-end device that is not going to require either a day out and a minimum 100 mile round trip (and potentially even 2 of those!) or a long phone-less 10 WORKING DAYS (can’t quite get over that one!) wait using snail mail – that ruled the Samsung out that very day – hence why that one customer is now the happy owner of an iPhone 6s sitting next to them on their desk!

In truth, while Samsung clearly manufacture some great devices and excite us by being ‘always connected,’ their repair ‘policy’ appears to be designed to send us back to the dark ages by either having to travel long distances and wait up to 5 working days or use snail mail and wait 10 WORKING DAYS (there it is again) without any form of connection at all…

Samsung Galaxy Repairs in Ipswich in 2017

We’re not too sure that the current situation will last as it will undoubtedly damage the Samsung customer experience so badly over time – particularly in areas that aren’t blessed with a Samsung repair centre.

However, while it lasts we are currently investigating and testing quality ‘OEM*‘ alternative screens so that we can offer fast turnaround, well priced Samsung Galaxy repairs to the good people of Ipswich and Suffolk.

All repairs will be covered by our usual 12 month warranty and you will be taken care of by our friendly, expert team.

*The term OEM stands for ‘Original Equipment Manufacturer,’ the exact meaning differs in several industries.

To us, OEM means that the part is the exact same part used within your device, we source these from the same vendors the manufacturer use. By definition, the part is an original part manufactured by the same vendor/manufacturer in the same way using the same procedures, equipment and processes as the part provided to the manufacture from the vendor, the only difference is that we don’t obtain them directly from the device’s manufacturer, nor in these cases are we affiliated with device manufacturer in any way.

If you have a damaged Samsung device, feel free to give us a buzz on 01473 400005 or use our contact form and we’ll do our very best to help you out or give you the latest update on the situation.