Samsung says my SSD is Counterfeit.....

[aviatorduck]

Looking for advice and help on how to proceed. Has this happened to anyone else?

Backstory:

• Bought 2 Samsung 960 Pro NVMe M.2 2TB Drives back in January 2018 as part of my new PC build.
• These units were bought and shipped directly from Samsung. No third party in between.
• Took a while to get all the parts for the new build and started build in April 2018.
• Registered both SSD's with Samsung in April 2018. No issues registering products.
• During Build discovered one of the two SSD's was DOA
• Opened service ticket with Samsung April 2018....
• Ticket went into limbo and in June 2018 a new ticket was created
• Sent unit to service...
• Samsung returned unit and closed ticket claiming unit was a counterfeit! (Claimed unit has a non Samsung controller onboard)
• I have gone round and round with various divisions of Samsung....Sales, Service, Customer Service, but I just keep getting put into this loop..
o Sales says unit came from Samsung so it is not counterfeit, but cannot do anything because it is beyond the 15 day return window....contact support
o Service says unit is counterfeit and they cannot do anything further...contact Sales
o Customer Service seems to want to help but doesn't know how to break this loop.

IMHO, what should have been just a simple DOA replacement has turned into a complete and total nightmare customer experience with Samsung.
I am looking for help and guidance on how I can proceed with this issue!

Thank you for your consideration,
AviatorDuck

 

[hang-the-9]

You are working with Samsung support, nothing else you or anyone else can do. You need to try to contact a supervisor or manager from the service department and show them the sales proof you have from Samsung for those drives.

 

[jsmithepa]

If you are lucky the S/N of the part(s) are on the invoice. That's your proof.