Total Tech Solutions Inc - Carlstadt, New Jersey

The E. C. ?.

Rating: ⭐ 1 out of 5
First off, let me say the repair quality itself was excellent. Servify used genuine Samsung parts on my Galaxy Book 4 Edge 16”, and the screen looks and feels exactly like it did when I first bought it. That level of quality is expected from a premium repair service—but still, I gotta give credit where credit is due. My laptop came back fully charged and spotless, which I appreciated.
However, the reason I’m giving Servify 1 star is everything else.
The repair process took a total of 23 calendar days (which is 15 business days) , which is unacceptable for a service that promised 5-7 business days turnaround. Here’s the full timeline:

March 19, 2025 03:43 PM: Claim requested
March 19, 2025 06:18 PM: Device shipped
March 20, 2025: Device received
March 25, 2025 12:17 AM: Repairs parts received
April 10, 2025 12:34 AM: Device Repair Completed & Service Completed
April 11, 2025 12:58 PM: Device Delivered to return address

That’s over 3 weeks without my laptop. During that time, I received no real updates through their tracker—it was slow, vague, and borderline useless. I called Servify four separate times, and each time I was told the repair would take "just 2–3 business days" and that any delay was due to “quality assurance.” That excuse doesn’t hold up when it takes nearly two weeks just to begin the repair after parts arrived.
Pros:
High-quality repair using genuine Samsung parts

Laptop returned in pristine condition and fully charged

Cons:
Took over 3 weeks despite being told it would take just a few days

Zero proactive communication or status updates

Misleading customer service reps who gave generic, inaccurate timelines

Useless repair tracker

Bottom line: the quality of the repair doesn’t make up for the frustrating, drawn-out process and poor customer support. If you’re in a rush or expect transparency, look elsewhere. This experience has made me rethink using Samsung Care+ in the future.

Nicolas M.

I built a PC back in April of 2024 and since day 1 of me having it was experiencing BSOD crashes. It took me months to figure out the cause, and once I did I realized it was caused by Samsungs new 990 Pro SSD. Me not being 100% certain of the cause, I sent it to Samsung Support to have it checked out. I got a call back saying "We couldnt find any issues with your SSD it has to be your other hardware". They then sent me back the same SSD after claiming they did an entire reset and format. 2 days later PC crashes again. I was tired of it and decided to try another SSD that I had bought to troubleshoot my problem. Ever since I switched there has been ZERO issues. It's insane that Samsung Support cant detect problems with their own hardware but a 19 year old can. And to prove that its not just my hardware reacting with the 990, I bought the exact same SSD again and its had no problems for 4 months. Samsung needs to find employees that actually attempt to fix parts rather then glance at it and say "Yeah it works flawlessly".

Dave R.

The absolute worst customer service I have ever experienced and SAMSUNG has some culpability in this matter as they authorize this firm to repair their products!!! When my Samsung Tablet died, I felt more comfortable having Samsung to repair it instead of U-Break I Fix- which was right down the road from me. Little did I know, I was sending my unit to the Black hole in New Jersey!..TTS has had my unit for 1.5 months and despite numerous calls to Ludmilla, I get excuse after excuse, hung up on, with lots of delays. Four days ago, Monday, I was told via Text that my unit was complete and to click on the link to track shipment via UPS...I clicked on the link and UPS tracking informs me that it has not received the unit from TTS yet....Tuesday...Same thing..., Wednesday Same thing. When I called Samsung, they attempted again, to have me to call TTS directly...I finally had enough and spoke to the manager that said he would escalate the matter...(something that they have done 3 times before) Warning to any Samsung Users....Go to U Break I Fix ....its a safer Roll of the Dice!

R C.

Awful customer service. They lie and never even checked what my concerns were and just told me it was not going to be covered under warranty. No explanation of what was found. No technical assistance was provided. Took multiple days for a manager to call back. If this was your only option then you could probably youtube it. That would be more help than this awful place and it's staff. They then refused to help me and shipped the tablet back without repairs or diagnosis. SAMSUNG should be ashamed for forcing me to use this company. After what their trash techs started, samsung wouldn't even attempt to assist me further. Samsung just took these fake repair techs word. NEVER EVER USE THIS COMPANY!!!

Lo

Deflects and tells you to contact Samsung even though it’s their own company who won’t update nor communicate with you. Made no efforts to remedy the situation and has kept me completely in the dark about the status of my hard drive. I even found out from a different customer service number that they changed the ticket number and didn’t notify me. So the ticket number I have is useless. I know most people don’t have an option because this is who Samsung chooses to use for warranty work but it’s really a shame such a huge company is so sloppy.

Alan M.

I sent my Tab S9 Ultra in for an out-of-warranty repair, Total Tech Solution gets it on the 9th. It takes me to call them to push the ball along for repair, I paid them to fix the tablet, and the day I paid them, they shipped the tablet back stating that the repair hadn't been paid. This was the 17th. We have to start a new ticket to send the tablet back, I waited over a week for this and called them back again to see what the hold-up is. I sent the tablet back, an email was sent saying it was received on October 9th and will be repaired within 7 days. It has been over seven days and the agent told me that it's still within their 5-day repair window. This company doesn't know what is going on, they are charging me multiple times for the same repair. I am astonished Samsung allows this company to represent them for repairs. What hurts the most is there is a $800 credit to get the Tab S10 Ultra if I trade in my Tab S9 Ultra. I don't know when I will get my tablet back and I'm sure that I'm going to miss that promotion.

Marc

*** Updated comments at bottom** Dec 2024

I sent corrupt Samsung memory back under an RMA (10/2023) to this 3rd party service provider and the replacement memory was packaged and tracking number provided; however, it never left the warehouse. Total Tech submitted a claim to UPS which was understandably denied because it never was in their possession. I have called Samsung (which gets forwarded to these folks) for status on the following dates and have received the
response "it has been escalated"
Feb 23rd
Mar 8th
Apr 15th
Apr 18th
Apr 30th
May 6th
May 16th
Jun 4th
and now Jun 17th 2024
This is the worst customer experience I ever had as I have to manage case management! I have had to initiate *all contact* only to get the response "it has been escalated". It has been unresolved so long without any communication from Total Tech to me that your company is actually managing
my case. I understand a month but 8 months?

It has gotten to the point when I am shopping for a new SSDD for my laptop and am shying away from Samsung storage because if I ever have an issue with it, I would have to deal with your company.

UPDATE - Now August 21st and still not a word from the service provider.

UPDATED Dec 2024
If you hit a similar dead-end, have them assign you a new case number. After getting a new case number, they still contacted me about sending the defective MicroSD in before they would send out replacement, which I had to explain to them again, “that it was sent in almost a year ago".

I finally got my replacement memory in Sept 2024. Without receiving tracking information or anything, it just showed up. It took almost a year to get this replacement memory. Samsung could do better for a 3rd party service provider, or take it in house. My experience has already influenced my purchasing decisions recently and going forward.

My 1 star rating stands..

kirsten J.

Worst service center ever. Sent in PC for repair. They received and after calling and talking to everyone in their center, including Diego, Iliana, Letvana and Ivan, I got different information from every person. NEVER EVER buy a Samsung iBook Pro because if you need an out of warranty repair, these people are the worst.