Phone arrived damaged

[Uktin]

My S25+ arrived on Feb 11th with some damages on the screen (1 scratch and 1 small dent). I'm from Brazil and I'm leaving USA on Mar 15th. I cannot wait for a return and re-order process because I may not be able to receive my package or to get the trade-in deal that I got. I just wanted my phone to be replaced, it's not that big of a deal.

I send the damaged, I receive a new, I send the trade-in, everyone is happy.

[GaryB82 · Accepted solution]

Sorry this happened to you but that’s the process you have to do a return of the S25 and re order you can try to contact E-commerce to see what they can do but that’s been the process for years.

https://order-help.us.samsung.com/

[Uktin]

So if I can't buy one in the meantime it means I'm **bleep** right? No phone and maybe no deal? Alright, thank you very much Gary.

[Uktin]

Gary, do you think if I activate a samsung care+ plan, they could do the replacement or at least the screen replacement?

[GaryB82]

Did you purchase care plus at the time of purchase because if you didn't they will have you take photos of the entire phone and a video to submit before they will add Care + to the phone 

[Uktin]

@GaryB82 , and then they will tell me that the damage wasn't their fault. It was mine, right?

[GaryB82]

They make you do photos and videos to prevent any type of fraud 

[Uktin]

Yeah, I know lol I'm just kinda angry with all the steps I have to take, and the lack of time is what worries me. Also, I don't want to lose the deal I got, because in the meantime, I will have no money to re-order before the refund.