Initially posted in r/S22Ultra but posting here as well to maybe get some help…

For a while of owning the S22 Ultra (had it since per-ordering it nearly 2 years ago) I had a good experience with good battery life. Over the past 1-2 Months I have noticed severely decreased battery life. Having gone from 20-24 hours of battery to loosing %30 overnight even after doing a factory reset and placing it on airplane mode. So on 11/23 I placed a repair request, I figured hey why not this should be a quick and easy fix and I even pay for the Samsung Care+ insurance.

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On 11/24 at about 1030AM I visit the authorized repair store near me, it was then I was informed that I had not booked the correct type of appointment for the Samsung Care+. Around 11AM I was able to contact Samsung Care + Support and file a claim and pay the $99 deductible. After confirming the that the payment was successful I got a reference ID and an email to show that the claim was submitted. The workers at the authorized repair store we’re completely unsuccessful at finding my claim but had thought that they found a work around for this issue. So now thinking the issue was resolved I left my phone in their hands and was set to return at about 3pm.

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2pm that afternoon, I receive a phone call from the authorized service provider letting me know that the work had been completed but they ran into an issue with the claim and told me that I would have to call Samsung to resolve the issue prior to picking up my phone. This caused some confusion because once I dropped off my phone I presumed that the issue had been settled. I revisit the store and after discussing the issue and determining that I had 3 options. Option 1, they reinstall my old battery (which they informed me did test as bad) or option 2, I call Samsung again to straighten this out or option 3, pay out of pocket for the repair work done.

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At this point I contact Samsung again as I did not want a faulty potentially dangerous battery back in my phone (note 7 bbq anyone?) Samsung support informs me that there is an unspecified issue and they will not be able to resolve it for unknown amount of time although stating that it may take 24-48 hours. Well this was no good, not because I was trying to be impatient but because I am on-call and need my phone for work. I had started this process because it was supposed to be same day service. I request that they cancel the Samsung Care+ claim so that I can pay out of pocket for the repair to have my device back same day. They cancel my claim and I get an email confirming the cancellation.

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3pm I let the store know that due to issues with Samsung’s crappy system I would just like to pay out of pocket and proceed. They confirm this choice and I pay the $90 price to get my phone back. BUT WAIT THERE’S MORE! Upon paying of the $90 out of pocket I was informed it would take about 2 hours, without asking I presumed that was due to final testing needing to be done. At this point I wait in store as I live an hour away and didn’t want to have to drive back. After waiting a short while, I was informed they were still having issues. This is when I discovered that even though I paid out of pocket for this repair they are REQUIRED to keep my device until it goes through samsung’s ticketing system. GREAT… As far as I am concerned the device repair has been completed and fully paid for but now my device is being held hostage until Samsung decides to fix their systems.

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About 4pm I am able to over hear the repair tech calling Samsung and repeatedly arguing with them. He keeps telling them that I paid out of pocket so they need to release my device. Support keeps telling him they he needs to have me submit an insurance claim. This goes on for the next hour or so. By now I’ve told my tale of woe to the other customers coming into the store and they can also hear the circular logic of these idiotic support people and are just as shocked and infuriated as I was.

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5:30pm The manager and myself was unsuccessful in getting through to the single brain-celled Samsung support staff. Since the system could not be completed the manager was required to keep my phone… having recognized this stupidity the manager made me a deal. In the event that they require the device back for finalization or testing I would bring my device back in (we’ll see about that…) and I would be recharged for the repair so that he wouldn’t “get fired”… This is also where I discover that when you pay out of pocket for a repair at an authorized repair provider the money doesn’t go to the provider, it goes to Samsung and then Samsung pays the provider. So having had nearly my entire day ruined by this nonsense I pay $90 again to get my phone back.

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Now at this point I have paid a $99 insurance deduction, $90 out of pocket repair through the repair provider to Samsung, and another $90 out of pocket to the repair provider. None of which I have seen any refunds yet… So including lost time (because time is money) I am now out about $450 for a simple battery swap. And after another night and day of use the phone battery is still draining extremely quick meaning my entire day and was wasted and I went through this stress for absolutely nothing.

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This whole situation has been a cluster****. I tried reaching out to corporate or just anyone at Samsung to escalate the issue and have had no luck. To anyone reading that might be able to put me in touch with someone, ANYONE that can help with this situation I would greatly appreciate it. I have been a diehard Samsung user since the S6 and now I am seriously considering switching to Apple, they might have worse right to repair stances but at least they are less likely to leave me high and dry.

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TL;DR: Issue with phone, told it was battery and was a same day repair. Paid nearly $200 and they still held my device hostage as required by Samsung. Only after the manger broke the rules and I paid the shop for their time did I get my phone back AND ITS STILL BROKEN AND I CANT GET HELP FROM SAMSUNG. Now looking at switching to iPhone…