Samsung’s Repair Policy Is Out of Touch With Real Life (& Medical Neglect)!!

[Calan8]

In 2025, soon to be 2026 - Samsung's US-based Warranty Repair/Replacement policy is not in line with our reliability on their devices & news flash, they market it as a Medical Monitoring device!!

Yet, I’m posting this because Samsung needs to hear it directly from the people who depend on their devices every single day.

I rely on my Samsung phone to monitor and manage my diabetes — which is not optional, not casual, and not something I can just ignore for a week or two. When my device started having issues, I reached out to Samsung under both warranty and Samsung Care+, expecting help. What I got instead was an antiquated repair process that isn't inline with real life today, it was...

“Send in your phone and be without a device.”

-No loaner.

-No expedited replacement.

-No local, walk-in warranty support.

Just… figure it out.

[uBreakiFix isn't able to confirm according to Samsung that a device needs replacement]

The truth is, I don’t know many people who could function without their phone today. Most of us don’t have landlines anymore. Our phones are our singular source of communication, our work, our medical companion devices, and our emergency contact point — everything. Even if I didn’t have a medical condition of my own, my uncle — [who has been like a father to me] — is currently undergoing both radiation and chemotherapy. I need to be reachable. I need to check on him. I need to communicate with him. Phones aren’t “luxury tech” anymore; they’re essential lifelines.

What makes this even more frustrating is that Samsung does not trust their own authorized repair facilities to simply confirm the issue or replace the needed parts. If the phone isn’t physically damaged, Samsung Care+ becomes effectively useless, because they treat warranty issues as your only option is mailing the entire device away and hoping for the best.

This lack of flexibility is a failure of care.

There should absolutely be something like:

-Loaner phones for warranty repairs

-Local, authorized repair options that Samsung actually trusts

-Accelerated replacements for anyone relying on their device for medical needs

-Samsung Care+ policies that don’t punish people for taking good care of their devices

It’s honestly shocking that there is no program, no exception process, and no consideration for customers with medical conditions or critical family situations. The system is rigid to the point of being unsafe.

Samsung markets their products as essential, cutting-edge, integrated into daily life — yet their service model doesn’t treat them like essential tools at all.

Samsung, it’s time to evolve your care policies. People deserve better than “go without your phone and hope nothing happens while we take our time.”

Do better.

[Mujibar]

This company, like so many others, only cares about the bottom line. As this is a user-to-user support forum, the only people who will see your message are other users like yourself and community moderators. The best avenue for this kind of feedback is probably contacting the CEO's office:

https://www.samsung.com/us/support/contact/email-the-ceo/

[Robin621k]

I don't understand not having a very cheap backup device. I have an old S8 that I can use in a pinch.

[Calan8]

I don’t keep a backup phone because I use Samsung’s own upgrade program — the one they promote nonstop — which means my previous device gets traded in and responsibly recycled instead of sitting in a drawer collecting dust.
It cuts down on device pile-ups, reduces waste, and makes sure critical materials get reused instead of becoming e-waste.

So no — I don’t have a spare phone lying around, and honestly, that shouldn’t be the expectation. Not that you were suggesting that, but it’s worth saying out loud.

The bigger issue is this:
Samsung hasn’t invested in the infrastructure needed to support the tens of millions of phones they sell in the U.S. (roughly 40–50 million in 2024 alone). We’re still being told to ship our devices to a single central lab and just wait… with no loaner, no timeline, and no local support.

And if something happens during that time?
If someone needs to call 9-1-1?
If a medical alert goes off?
That’s a critical lifeline gone because the warranty process is stuck in the past.

Meanwhile, Apple has same-day repairs, loaners, and actual walk-in service centers nationwide. Considering the U.S. accounts for about 39% of Samsung’s global sales, it’s not outrageous to expect similar infrastructure — or at least a functioning warranty system that doesn’t leave customers stranded.

Samsung could outsource warranty repairs to Geek Squad or uBreakiFix — they already use them for out-of-warranty work — but they choose not to.

So the question becomes:
Do we really have to settle for service that doesn’t even clear the bar of mediocrity?
Is it unreasonable to want accountability and care from a company we invest thousands into across multiple upgrade cycles?

I don’t think so.

Respectfully — expecting basic accountability and actual care from a company isn’t unreasonable.
Settling for less is.

[Robin621k]

What is wrong with your device that you think it should be covered under warranty?

[Calan8]

Thank you for this information, I will definitely be forwarding it on!! Much appreciate it.

[Mujibar]

You're welcome. Good luck! Please report back if you get anywhere with it.

[Robin621k]

With all due respect : A person who depends that much on their device for health reasons should have a back up device for this reason. So many things can happen that force you to be without a device.

It doesn't even need to bean expensive device. Just one that can work until the main device gets fixed.

I have always had a backup device. It came in handy when I had to get my port repaired, and that was only one day.

[Calan8]

I’m not relying on my phone like a hospital-grade medical monitor. This isn’t about that. We’re talking about a product failing and having defects — and the customer being left without any reasonable support.

If your car broke down while still under warranty, you wouldn’t accept being told to ship it to another state and just rely on public transportation or rideshare in the meantime, right? You’d expect a dealership, a service center, or a loaner. That’s basic, reasonable warranty care.

The same principle applies here.

If Samsung’s warranty system were adequate, I should be able to walk into a service center, get my device repaired, and go about my day — or, if the repair truly requires time, be provided with a loaner. Either of those options would show that Samsung stands behind the products they sell in a reasonable, responsible way.

[Mujibar]

I don't disagree. I think the fact that this current version of Samsung doesn't do that tells you exactly where their priorities lie.