My T-Mobile Samsung Note 8 Samsung Pay Malfunction

 

November 25, 2017

T-Mobile Samsung Note 8 Samsung Pay MalfunctionI am a Denver Realtor and real estate agent and I use my phone for everything. My name is Christopher Gibson, phone number is 720-394-8861, google account cgibsonrealtor@gmail.com, Samsung account cgibsonrealtor@gmail.com. I have been loving all of the additional items that Samsung phones bring to the table the last couple of product generations. I had the S8+ and I cracked its screen. I went to my local T-Mobile store for a warranty replacement and the Note 8 was calling out to me with its telephoto lense, similar size, and S Pen. I have owned previous versions of the Samsung Note and I loved them. And I have loved the Samsung Note 8 except for 1 problem I discovered. 

 

It takes a short bit to get your phone completely set up. And I have always used Samsung  Pay, loving that I could skip carrying that bulky wallet in my pants and leave it in the car. The genius of Samsung Pay being, it works through the magnetic strip reader of a credit card machine even if it is not set up for NFC phone payments through Apple Pay or Google Pay. But it does not always work and it took me some trial and error to realize that my Samsung Note 8 was not working in the machines NOT set up for NFC phone payments that I used to always have success with. I used Samsung Pay with my S8+ and S7 at Target at 7777 E Hampden Ave, Denver, CO 80231 and the Sinclair at 2690 S Monaco Pkwy, Denver, CO 80222. It no longer works at these non-NFC machines and is only working on machines that are set up for NFC phone payments from any provider. It does not give an error, it is just as if the phone is not sending a signal to the credit card machine.

 

Samsung Note 8 Samsung Pay Malfunction - Denver Realtor Christopher GibsonI immediately went to my local T-Mobile store at 7115 E Hampden Ave, Denver, CO 80224 on November 16th, 2017 . Of course, these clerks were completely unaware that Samsung Pay even worked through non-NFC terminals because they are all iPhone owners and at least the one I spoke to took technical know-how of the phones very lightly. They then informed me that since I had owned my phone for 18 days, 3 days past the 15-day maximum, I could not exchange my phone as defective. My only option would be to do a warranty replacement for a certified pre-owned phone, which was “probably crappy because it was fixed for some other defect”. That didn’t sound like an acceptable option to me.

 

I called T-mobile.  The representative I spoke to was very nice but had to establish immediately that “you have a wonderful new product in the Samsung Note 8 that is not defective" obviously carrying the company line. He had me clear all my cache and defaults which undid a lot of hard work. I reset up my cards in Samsung Pay and tried again. No luck. I called T-Mobile again and they gave me the number for Samsung Technical Support of 1-800-726-7864. When I spoke with Samsung Technical Support they said this was a Samsung Pay issue and I had to call them instead because that product contains personally sensitive information. I tried arguing that this seemed more like a hardware issue than a software issue but they would not talk to me.

 

Samsung Note 8 Samsung Pay Malfunction - Denver Realtor Christopher GibsonI called Samsung Pay at 1-844-726-7297. I explained my issue to them. I gave them my e-mail address and they have my phone number. Let’s be real, Samsung Pay may know more about me than the IRS, they know how to contact me. They said they would get back to me “within 72 business hours”. I spoke with Samsung Pay at 12:04 PM MST on Thursday, November 16th. 72 hours would have been 12:04 PM on Tuesday, November 22nd, 2017. I am sure everybody is shocked to hear, they never contacted me. 

 

I have been with T-Mobile for a while. Data speeds on all the carriers in Denver is especially bad. For a moment T-Mobile had the best speeds and they have really improved their coverage. 

 

I love having the Bixby Assistant and Google Assistant on my Samsung phone and the S-Pen is pretty cool too. But I use a different launcher and not a lot of stock Samsung apps. I will definitely be taking a harder look at Google and LG product offerings in the future, and I will look at other cell phone providers which are not much more expensive and may have better coverage. When you buy a $1,000 phone it should do all of the things it says it will do. I also don’t expect to be given the runaround when I point out that my brand new phone is not working correctly. 

 

As a Denver Realtor and real estate agent I use my phone for every social media app, internet browsing, NAVIGATION, calendar, e-mail, contracts, videos and video editing, my main camera, and even updating my website from time to time. I take my phone purchase and phone provider very seriously when making my purchasing decisions. I have lost a lot of loyalty and affection towards T-Mobile and the Samsung cell phone product line.

 

I will update this blog if I get a new Samsung Note 8 to try Samsung Pay with. But I am not going to take a certified preowned phone. I can find no other reports online that mimic my experience, which further leads me to believe I have a defective product. T-mobile says it is a Samsung issues. Samsung says it is a Samsung Pay issue. Samsung Pay doesn't respond. So the consumer loses. 

 


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