Samsung Experience Store The Americana at Brand — Attraction in Glendale

I recently bought a Samsung s24 ultra. At first the battery wouldn't work and then I had no service unless I was hooked up to Wi-Fi so I did all their tech stuff they asked me to do and I factory reset the phone, then it started warning me that the CPU was overloading and the battery got so hot it burnt my thumb, it would which get hot all the time when I would charge it but not burn me like when I was charging it and downloading the apps and data before it overloaded. I think they have a issue like when they did the Note 9 and if I hadn't shut it down when I did it might have caught fire. It said CPU is overloading cannot handle data and apps please turn off phone now. I imagine had I not turned the phone off, It probably would have caught on fire or exploded in some type of manner like their notes did before. Then I called Samsung everyday because I had just bought the phone for 3 weeks straight begging for replacement phone because I was within the period allowed to have that and all they did was hang up on me or transfer me to some weird call service and they would not give me a replacement phone and then once I was out of there terms of getting a replacement phone They said oh we could give you a replacement phone but we can't now because you're out of that period. But you can buy another one and pay $1,400 and will give you $1,200 after you buy it as credit to our store for something else other than the phone. Why would I do that? I'm giving you a phone upgrade why would I do that? And a really good one that I'm currently using. So, I just wanted to warn people, that before you go buying the s24 please be careful because if you buy it through Samsung they're not going to help you right now I'm getting a replacement sent through T-Mobile and if it doesn't work properly they're just going to refund me my money and I'm going to keep my other phone. And I'll review about how T-Mobile decides to handle that because they have already lied to me twice and made multiple mistakes I like to be honest in my reviews. But T-Mobile wants the phone to analyze because it almost blew up my hand and that's probably not good for business. I'm assuming that with these new phones and what they've tried to do the CPU and the battery can't keep up with each other and one is going to cause the other one to go, which means the CPU is going to drain or overload the battery too much to where it explodes. Good luck I hope you don't have these issues but given the reviews I've seen at Samsung already online, I'm not the only person who's had this issue. And I just wanted you guys to be aware that if you do buy it through Samsung their customer service sucks when you call the phone number and they're just going to screw with you until they don't have to do anything. I literally called 4 hours a day everyday will going to school full-time and working trying to reach somebody over and over again to be hung up on or transferred to some weird call service and occasionally someone would speak to me for like 20 minutes telling me they couldn't do it and then they just hang up and then I have to call back and go through the whole process again. Time is money and it's the most valuable asset in the world and for somebody to waste 4 hours of your time for an entire month every single day, really isn't okay. So, Samsung I say to you that if I do end up keeping this phone that T-Mobile sends it will be the last one I ever buy from you. There's a phone you can buy an Amazon that comes from China that is way better quality with pictures and everything else and it's worth it. Xiaoma. I believe that's what it's called and they have an ultra that's way better than the s24 ultra and will probably be way better than any phone you ever put out. I will never allow you to treat me like that again ever as a customer and they honestly hope other people reach out to me about that because they should be sued of this is how they're treating people with phones that are so defective they're about to explode. Excuse my lack of punctuation I'm using...

The entire experience has been an abject failure of customer service, and has turned me off from buying Samsung products in the future entirely.

The inner screen on my Galaxy Z Fold 3 failed on its own. I have babied my phone and as the representative in the store said when he took a look at it, "it pretty much looks perfect." The phone's problem was that it developed first a major crease, and then solid black lines down the middle of the screen. Those black areas eventually expanded to encompass most of the inner screen.

My phone was out of warranty by about 6 months because I bought the product upon release. It had been in protective cases in interior environments nearly 24/7. It is CLEARLY a hardware defect, but everyone I spoke with at Samsung either was unwilling to help me or would give me factually incorrect information.

I called Samsung support and was told by a rep that I might be able to see if I could get it covered for free at a store. I called the Samsung Experience store in Glenda, CA and was told that that was false. I was then told to call Samsung's number and see if I can get it covered there. After multiple calls, I was escalated to a higher tier, but the reps there told me that they could not cover the cost of the repairs. They were sympathetic to my request that I at least get a discount on the cost of the repairs, but ultimately they have no way of communicating with the stores where the repairs must be made. They suggested that I make an appointment with the store and explain my case.

After making an appointment with the Glendale store and waiting a month, I called the day of my appointment and asked if it would be possible to bring my phone in earlier in the day to have it worked on sooner. I was told this was ok. So I altered my plans and came earlier, only to have the store manager tell me that I couldn't drop of my phone at that time. I only had the option to wait 2 hours for the walk-in queue, and doing so would not guarantee that my phone would be repaired in the same day. The manager was also completely uninterested in helping me get my repairs covered. After I dropped off my phone, I was later forced to alter my plans and come back in because the technicians needed me to unlock the phone before they could run final diagnostic tests, something they could have easily done before. At every step of the way, something has gone totally wrong. I was given incorrect information, false hope, met with apathy, and then incompetence in the repair process.

In the end, I paid 500+ dollars to have a phone with a manufacturing defect repaired, and wasted countless hours across multiple calls and a physical visit over the period of 2 months. This is unfortunately one of the worst customer service experiences I've ever had, and I have no desire to purchase additional Samsung phones...

Unfortunately you can't give zero stars.

Benjamin seems to be the only competent sales agent at this location Review isn't towards him and the other agents I did not encounter.

Went into Samsung Store Glendale, Mall of Anerica on September 1, 2023. I dropped my phone Samsumg Flip z 4,by accident; and brought it in for repairs. Technicians had phone for a week.Claimimg it was fixed I picked it up. After a week, I took the phone back due to repeated drop calls, txt messages being delayed, and some keys sticking when on key board.

Agent working stated that the antenna may have been left out during first repair. Left it again for another week. Technician this time conveyed that the mother board was changed, picked the phone up on Sept. 29th. Sunday the Oct. 1st. called service dept. again & told tech the phone is still having same issues. I've went to Tmobile the carrier provider, have gotten 2 new SIM cards and re-set network twice. Mentioned to service worker, he then went on to say they have tried everything, and he will put in for a re-placement phone, and would call once in store. Called in today (Oct.6th.) to get status update.

The caller agent at this particular branch claimed they couldn't find the order at first, she called back, NOW again claiming that I must bring the phone in AGAIN to test again with SIM card or I cannot give you a new device.,That was not the agreement set by technician that I spoke with that prior Sunday.

I explained to her that this issue with this phone has been over a month, it's been tested repeatedly, and other technician's agreed to order phone, and being the only Samsung store in the LA region it is not an easy feat to keep traveling back and forth, with no resolution.

I've visited this store over four times since September. I am not umderstanding the hard time that I am being given over this phone. The phone is still under warranty. I not understanding the jumping through hoops and given the run around on a phone that your Samsung tech's have worked on over a month, then agreed to replace; and then go back on what was agreed upon.

This is not good customer service. Situation all over the place,no one knew anything, as if this large establishment don't keep records. All the staff I spoke with today were rude, and unknowledgeable, very disappointed with the entire process, and nothing was resolved. This is a company that specialize in communication, but yet your workers lack...