[General Topics] gfifer1:
Now I have heard a lot of horror storied regarding Samsung's Customer Service / Warranty Repair center. So this may not come as a surprise to the people of this forum. Also, just a warning this is going to be a very lengthy post.

I bought my Galaxy S5 from AT&T and I had the phone for maybe all of two weeks before I noticed the glass on my home button beginning to chip away (I had not dropped it, scrapped it, etc.). So, I called Samsung customer service and they told me I needed to send it into their repair center in Plano, TX. While I wasn't happy about having to be without a phone, I figured it was worth it since they were going to fix this issue under warranty. So, I ship it off to the repair center and in 2 days it arrives (on 10/17/14). They began fixing the phone the following Monday and actually finished the repair the same day (10/20/14). For whatever reason their tests found both my screen defective and my motherboard defective and they replaced both including the button under warranty.

At this point I'm pretty happy since I'm more-or-less going to have a completely new phone returned to me. The next day (10/21/14) my phone passed their quality check and the service tracker displayed "Closed - Unit Is Shipped".

This is where things begin to go slightly down hill. The following day (10/22/14), I began tracking the package on UPS to find out that UPS hasn't received the phone from Samsung yet. I call the repair center only to have them inform me that they don't have the phone, and it was picked up by UPS. The problem I found with this response was that the next day UPS still had claimed to not be in possession of my package (10/23/14). So I called Samsung again for them to tell me this time that they haven't given the phone to UPS yet and that it would be sent out before the end of that day and I would receive it the following Monday. So Friday rolls around (10/24/14) and UPS still claims to have not received a package. Because it was evident to me that Samsung didn't know whether or not they had my phone, I made a lost package claim to UPS just in case they did in fact receive my phone but had misplaced it. I then called Samsung AGAIN, I was told yet again that they hadn't sent out my phone. The guy then offered to send it out via. UPS overnight since it was supposed to be sent out on the 21st. He also offered to email the new tracking number ASAP. A couple hours roll around and I had not received any email from Samsung regarding a new UPS tracking number. I then proceed to call Samsung AGAIN, this time the woman that answered seemed surprised and confused that I had been offered overnight shipping for my phone because she stated that they weren't in possession of the phone anymore and that UPS received my package on the 21st. She the reassured me and told me that she made a claim to UPS for a lost/stolen package as the sender.

About an hour later I get a phone call from UPS to inform me that they have begun an investigation to locate my shipment and that they would be contacting Samsung as well. Now today (Sat, 10/25) I checked the UPS tracker to discover that UPS has successfully located my package and there was an Origin Scan in Mesquite, TX.

[IMG="UPS tracking"]http://dl-1.va.us.xda-developers.com/2/9/8/4/8/6/9/Untitled.png?key=XlYawzbZADcm1PnFzV4B0w&ts=1414260082[/IMG]

This told me that Samsung LIED to me on multiple occasions, telling me that they sent my phone out but still had possession of it the whole time. I have to say that I am very impressed and satisfied with UPS and how fast they took action and located my package. Samsung's Repair Center needs to get their **** together though. This is a warning for anyone thinking about sending their phone out to Samsung. If you bought your phone through a carrier, I recommend seeing if you can have your warranty issue addressed by them.