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.

[Calan8]

Agreed. So sorry if I implied anything directly to you... You've been most helpful!! Sincerely.

The way this posts responses to others posts sometimes is weird, I think anything that was said in opposition is merely to point out that there's a flaw in the warranty system they use, it's like they guard & gatekeep the warranty system so that the number of repaired devices through the warranty remain very low percentages, as mind you, if I smashed it on the ground, they'd insurance claim me one next day no worries.

They need to train and partner with their certified repair centers that they trust for out-of-warranty service visits.

But, sincerely, you've been extremely helpful and I genuinely appreciate your advice!!

[Mujibar]

No worries, I didn't take offense at anything. Frankly, I think the entire system is flawed. Warranty, repairs, customer service - the whole shebang. Some companies know how to handle those aspects of post-purchase service. The current iteration of Samsung does not. They are hyper-focused on profits and only profits. Until they start to lose significant market share or there's a major shake-up in leadership, that won't change. Consumers need to decide if they're ok with tacitly supporting those tactics by continuing to purchase Samsung products, or decide it's just not good enough and move on.

[Natey]

It's very hard (emotionally) to give away an older Samsung Galaxy device: I have a current S25, my former Z Flip 3 5G (no SIM card now), my previous S10e.
(I traded in my S7 for the Z Flip 3; 😪)

So yeah, no shortage of backup Galaxy phones here.
@Calan8, if I were you, I'd get a pre-owned unlocked Galaxy device and move your nano-SIM card over and just have the critical apps you need on the backup phone. Just my $0.02

Strange thing is I didn't feel bad having to trade in my corporate iPhone 11 for an iPhone 16 sometime ago.

[Natey]

They advertise same day and next day replacements..
Source: https://www.samsung.com/us/support/samsung-care-plus/