hey everybody how's it going I hope
you're loving a lovely day on this
channel over the years I've had a lot to
say about being an unauthorized repair
shop owner and what it's like to deal
with authorized repair centers when you
deal with authorized repair centers
you're often dealing with people that
are not actually allowed to do a lot of
repairs because they're not allowed to
do a lot of really basic repairs they
barely understand how the device is
actually function or put together as you
can tell from this phone call when
somebody says that an iPhone 6 is a
headphone jack it's a hard soldered onto
the motherboard and that replacing a
defective headphone jack or charge port
requires deleting all the customer data
there are many times on this channel
where I've gone over what it is like to
be an authorized service provider and
how authorized service providers have
metrics in place that are pretty much
set up to screw the customer as well as
the technician and today what I'd like
to do is just read you an email that I
received from a gentleman that I've been
going back and forth with for a while
who works at a repair shop that is
authorized by Samsung to do repairs in
their devices so you can just understand
how disheartening it can be to be an
authorized repair center because I think
a lot of the new people coming to this
channel wonder why does Lewis Pfeiffer
write to repair why doesn't he just get
authorized so that he could work on this
stuff and the reality is that you don't
really get access to anything even if
you're authorized you can't get chips
schematics lots of different parts and
you're forced to do things in a way
that's just so fundamentally customer
and friendly the second thing I wanted
to point out is this video that I did 10
years ago what it means to be of service
the people who don't get burned out as
technicians in this video I'm going over
what it means to be of service the
people who do not get burned out as
technicians the people that are going to
not only continue to do great work but
have a feeling of fulfillment in their
work even if you're not making as much
money as you would in another field
because you were of service to somebody
and you helped them in a way that they
would not have been helped by anybody
else that is an incredibly rewarding
feeling and the email that I received
from this gentleman who works at a
repair shop that is authorized by
Samsung really demonstrates to me the
joy that you can get out of this job
even if you're not making as much money
as you could in another field even when
you have your hands tied behind your
back simply going the extra mile to
ensure that somebody's day doesn't suck
is a great way and advertise the
benefits of working in this industry and
it's why I fight for this industry and I
want to see repair remains something
that is possible into the future so with
that being said let me anonymize some of
the details by editing them and read the
email I have quite this story about
Samsung's terrible service and support I
work for a third party repair shop and
retailer that is a Samsung genuine
service provider we repaired my
workplace a high volume of Samsung
Galaxy devices it's one of the chains
you break it our idiots break it more
kind of repair shops depending on which
one you go to and who helps you you
could have an excellent knowledgeable
service or god-awful experience the joy
of authorized repair I have many
complaints about the program including
the unavailability of Parts price of
Parts lack of technical support for
board level issues and software I'm
certain you're already aware of how much
of a grift Samsung's genuine independent
service programs are I am my specific
grievance with Samsung today is related
to a customer with an in-warranty
Hardware issue she had with her Samsung
refurbished S21 she purchased from
Samsung themselves the issue she had was
a failure in the magnetic sensor the
compass and location system located
behind the OCTA panel Grille on the
display side of the metal frame his
failure is likely due to the display
being improperly gold wire glass
refurbished slash remanufactured by
Samsung themselves as this is a phone
that she bought directly from Samsung
and the Samsung customer support go [ __ ]
yourself pipeline their technicians
instructed the customer to come to one
of our repair shops for Diagnostics and
report to them results I have this in
writing we have access to fenra
Samsung's post repair quality control
diagnostic tool and this is a reasonable
request in theory the other chain repair
shop which is local to me contacted me
as a more senior technician to assist
with troubleshooting the device as they
couldn't get the diagnostic tool to work
Samsung's policy for SGP service
providers is to run and pass fender on
every single Galaxy repair along with
the SVP part number in a unique QR code
specific to that part in the 10 ticket
manager the system marks their device
IMEI and Samsung servers as a device
which has been repaired without the
warranty being voided however the first
tattoo contact to be did not know that
Samsung's diagnostic tool is heart
garbage and has never worked not once
and not using the star pound zero star
pound diagnostic tool in trying to use
this [ __ ] proprietary software as a
waste of time and energy so much for
providing support huh I did the
Diagnostics on board the magnetic sensor
failed every time since this is a
hardware failure they factory reset the
device twice at this point it's covered
under Samsung's warranty a simple SGP
frame in new battery pre-installed new
buttons vibration motor front-facing
camera fingerprint sensor screen repair
would fix the issue so I contacted
Samsung after about two hours on the
line with their support they could not
authorize or have me simply invoice an
in-warranty repair under the customer's
ticket as a Samsung certified repair
service provider with Samsung's lockdown
verification system they can't provide
that service in their policy I had to
tell this customer hey I know exactly
what the problem is and how to fix it B
I am holding the exact OEM provided
repair part in my hand see it's after
hours this repair would take me no more
than 15 minutes D Samsung is responsible
for the issue you're experiencing and is
covered by their flimsy dental floss
[ __ ] warranty and finally Samsung
insists on wasting your time shipping
your phone across the country with a
two-week lead time just to replace the
exact same part the exact same way I
would right now they could pay us the
cost of the sgb part 190 and I would
happily fulfill the repair by their
standard right here right now and it
would cost them less money but Samsung
knows if you have to mail your one and
only phone off to them for a week or two
you're more likely to buy a new phone
they also know that because you had such
a dog [ __ ] experience with their
refurbished devices that you are more
likely to buy new into the future anyway
why the [ __ ] is Samsung sending people
to me to do Free Labor they requested
our specific business to do a hardware
diagnostic but when there's a problem we
have to tell the customer to go [ __ ]
themselves on behalf of Samsung what the
hell Samsung they are literally trying
to con the customer into paying 400 for
an in-warranty issue or buy a new phone
unnecessarily and my place of work is
the free diagnostic center that they use
as they please without any compensation
I decided to say [ __ ] you Samsung fix
the busted sensor with a soldering iron
for free check the issue was resolved
and sent the customer home Happy of
course I was tipped by the customer for
the fix and I didn't use a single
inventory part ha best regards and thank
you sincerely for all that you do for
right to repair
and this is a story that anybody who's
worked a center that either is
authorized or the third party
independent some sort of author third
party authorized way is used to hearing
you're used to having to deal with these
circumstances where the way that you
deal with the customer in the authorized
way you're essentially forced to give
them a crappier experience than you
would let's just assume they were not
going to allow this gentleman to use a
soldering eye you are not allowed to do
actual repairs there
they are providing the parts to the
service center
the service center has the same OEM part
that Samsung would have used themselves
why not have the place that is a part of
that program replace the part that is a
part of Samsung's program within that
program so that that customer could
leave and have a working device
and it's one of those things where
people will say that this Lewis is
conspiratorial in his thinking he just
thinks every company wants to make more
money
here's the way I see it let's say the
system is set up in a very incompetent
way this has been my argument for the
very long time let's say it's set up in
an incompetent way that just so happens
to make the company more money and screw
the customer
it's one thing when it is incompetence
it's another one that incompetence
exists for a year or three years or six
years or eight years and gets the
attention of national news and gets the
attention of a YouTube channel with over
a million subscribers and gets the
attention to the general public and
management still refuses to do anything
about it again we are all going to make
mistakes in business God knows I've made
mistakes in mine and I would not want to
be crucified for making a mistake
where I see the problem is when the
manufacturer doesn't want to correct the
mistake I've had problems before I had
an issue with my system five years ago
where every now and then it was double
billing people and here's the thing that
I noticed when it was finally brought to
my attention not every single person
that was being double billed would
actually contact me about it so it's one
of these things where I could just kind
of let it go along and notice that I
could just have the reception it's just
refund 100 of the people that email in
to complain about this and I just
happened to keep the money that comes in
from the people that don't or I could
not pretend that I didn't notice and
actually do something about it fix the
problem sometimes problems occur because
of incompetence or something broken in
the system along the way mistakes happen
it's when a mistake just so happens to
benefit you and you pretend that you
don't notice it when it's been brought
to your retention year after year after
year that I no longer care if what's
occurring is because of incompetence and
not malice it becomes malice to not fix
incompetence and I think that that is
something that really needs to be
brought to light here yes not everything
is a conspiracy but once you notice it
once you notice just how bad the system
is and you can see it and is right in
front of your face and that system being
really really bad just so happens to
benefit the people that are choosing to
not pay attention to it
that kind of sucks this gentleman whose
email I read here wishes to remain
anonymous both the name of his shop and
him himself and I completely respect
that but if he's watching this video I
want him to understand that you are one
of the people who are of service you are
one of the people that I hope does not
get burned out in your job because as
much as it sucks to have to deal with
these systems as much as it probably
sucks that you can get paid more doing
something else one of the things to
understand is that that customer if they
had went anywhere else would have had a
wait a week or two without their stuff
they would have had to go to the store
transfer all their stuff over to another
phone deal with all this crap and this
is one of those things where
I think it's really important to
understand
that you made that customer's day you
made their day better in a way that
would have not been if they had went
anywhere but to you and that's something
that you should be proud of I remember
that feeling you know I don't deal with
customers in the front of the store the
same way that I did even four years ago
when I would sit at the front of my
business and I had a lot of walk-in
business but for a good 10 years even
when I was 10 years into the company I
would still sit at the front of my store
and every now and then deal with the
customers that walked in in this manner
that's a very fulfilling feeling and
it's something that means a lot more
than just the money knowing that you
made somebody's day knowing that
somebody's day would have sucked but it
doesn't suck because you were there
people like you who put in the extra
effort make the world a better place and
you are why I will continue to fight for
unauthorized repair as long as I
possibly can thank you for what you do
I'm hoping that the people who watch
this
kind of get the idea I'm also hoping
that they're open reviewing some of
these older videos that I do where I go
over this again many times on my channel
why don't you just get authorized why
don't you get authorized by the
manufacturer Lewis just doesn't want to
pay for manufacturer authorization
authorized repair shops can't do jack
[ __ ]
it's really important to get that point
across that's it for today and as always
I hope you learned something I'll see
you in the next video bye now