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Samsung has taken my phone hostage

£0.00 @ Samsung
Long story short, took dead phone to samsung support store still under warranty for repair. Was told in good faith warranty would cover all costs. After no response I had to call them to find out some… Read More
rjonesy Avatar
5m, 1w agoPosted 5 months, 1 week ago
Long story short, took dead phone to samsung support store still under warranty for repair. Was told in good faith warranty would cover all costs. After no response I had to call them to find out some bs about it being damaged out of warranty and would charge for the repair or £25 inspection. Manager not budging.

Feel absolutely stupid for trusting samsung to honour their warranty.

Any one had a similar situation? Any advice?
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rjonesy Avatar
5m, 1w agoPosted 5 months, 1 week ago
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(35) Jump to unreadPost an answer
Responses/page:
#1
In all situations like this, as douchey as it sounds, go right to the top as quick as possible. Threaten to escalate things as quick as possible.
#2
tbtower
In all situations like this, as douchey as it sounds, go right to the top as quick as possible. Threaten to escalate things as quick as possible.
Hi, when I emailed manager I copied in ceo of samsung uk and some exec office email I found on mse without a reply from them. Will try just these again and see if they respond this time.
#3
Did they warn you about an inspection charge when you took it in?

Did you sign any documents when you took it in? If yes do you have a copy?

EliTom
#4
Yep!! Samsung have terrible customer service...
Mine was away with them for approx 2 months having a screen fixed.

Here is the thread i created about it
Not happy with Samsung!

Got fed up of waiting so went and bought an iPhone 7 and not looked back ;)
#5
hey does does warranty cover for screen damage also ? hardware side of things or just the software?
#6
elitom
Did they warn you about an inspection charge when you took it in?
Did you sign any documents when you took it in? If yes do you have a copy?
EliTom
The email they sent insists they did but I don't remember. The document I signed made no mention of a £25 charge.

optimus_prime2
hey does does warranty cover for screen damage also ? hardware side of things or just the software?
the warranty is suppose to cover defects in material, design and workmanship for 24 months under normal use.
#7
sounds like Samsung are following apples business model :(
#8
I think its best to everyone just get insurance rather then trusting phone companys with issues
#9
as far as I know Samsung don't change to look at a phone if it's under warranty and unless your warranty is void
#10
Smashed my s7 edge rear camera screen, went to carphone and paid £75. 30 mins later phone ready and no warranty void as they are Samsung authorised. I think screen or camera screen smashed not cover by warranty.
#11
Had exact same thing with HTC, wanted a speaker replacing, sent in, they quotes 300 odd quid, and wanted 35 quid just to send it back. I'll never use HTC again, sounds like it's standard practice
#12
Don't you have a document you can show the manager that has the warranty dates on it?
#13
accyuklad
I think its best to everyone just get insurance rather then trusting phone companys with issues


Yes great idea, lets all pay for insurance we don't need so the manufacturers can shirk their responsibilities!!! :(
#14
I had a similar problem with motorola with a screen problem after overheating and they accused me of dropping it, i knew i hadnt as it died whilst charging infront of my eyes, they took my phone and also asked for a fee to get it back, after weeks of calling and being fobbed off i found a website called "resolver.co.uk" who i used to make a complaint and then forwared it to motorola CS, they arent a legal site but are pretty good in helping, within 3 hours i got a reply from motorola telling me id get my phone repaired as a good will gesture, i would not mind paying the fee they asked but as they accused me of something i was going to fight it. Give it a try

Edited By: jackthabiskit on Jan 11, 2017 11:06: ...
#15
Bigfootpete
Don't you have a document you can show the manager that has the warranty dates on it?
Yep, sent him a receipt with all the info they required.
#16
Vodafone tried to do the same thing to me. I emailed the CEO and complained. I had a new phone within a week. As someone said before, take it straight to the top.
#17
Go in store, ask for it back and when they refuse phone the police in front of them and describe the guy in front of you for stealing your phone? surely they can't demand cash for something you never agreed to and if they refuse its stolen?
#18
Deaa
Go in store, ask for it back and when they refuse phone the police in front of them and describe the guy in front of you for stealing your phone? surely they can't demand cash for something you never agreed to and if they refuse its stolen?

and also get a warning for wasting police time over a civil dispute
#19
what'd the facts and issues firstly how old is the phone if it's less than 24 months it should still be under warranty. what reason have they given for it not being covered under warranty u haven't told us and everyone has decided on it without that maybe the reason they state is correct like unauthorised repairs or phones been rotted or screen smashed.
#20
mattmerch
Deaa
Go in store, ask for it back and when they refuse phone the police in front of them and describe the guy in front of you for stealing your phone? surely they can't demand cash for something you never agreed to and if they refuse its stolen?
and also get a warning for wasting police time over a civil dispute
Possibly but it would be worth it to see their reaction.
If its only a civil dispute just ask them if you can see it so they can show you this 'out of warranty damage' then take it and walk out.
#21
Just for the sake of my following point I am going to assume that the nature of the damage.repair is in fact outside of the provisions of the warranty.
Have you got home contents insurance that covers accidental damage for items like this? If so, think about claiming against this.
#22
muddassarsardar
what'd the facts and issues firstly how old is the phone if it's less than 24 months it should still be under warranty. what reason have they given for it not being covered under warranty u haven't told us and everyone has decided on it without that maybe the reason they state is correct like unauthorised repairs or phones been rotted or screen smashed.

Hi, the phone is 20 months old and it just went dead, no physical damage just stopped under normal use.
At first the problem they told me was the motherboard, then charge board then suggested it could have been liquid damage. The phone has only ever been used normally, never misused or broken or near liquids. He said he couldn't comment on its use (essentially calling me a liar) and that it was out of warranty and would cost to repair or pay a £25 inspection charge to collect.

(I've since read other complaints that they use this supposed liquid damage excuse to get out of warranties.)
Since then though i've received no clear information about the so called damage to the phone.

Thing that gets me most is I left it there cause i was assured the warranty would cover all costs. Just feel so tricked.

In reply to tardytortoise, i haven't checked my home insurance policy ... but to repair it i would need my phone which samsung still have
#23
Deaa
Go in store, ask for it back and when they refuse phone the police in front of them and describe the guy in front of you for stealing your phone? surely they can't demand cash for something you never agreed to and if they refuse its stolen?

Please don't ever recommend anything as stupid as this, again... :)
#24
this seems very strange. if its within warranty then they will fix it. is this an actual samsung shop you took it to? The only reason they wouldn't is if they found proof that it had been damaged and isn't faulty.
#25
Erubadhron
Deaa
Go in store, ask for it back and when they refuse phone the police in front of them and describe the guy in front of you for stealing your phone? surely they can't demand cash for something you never agreed to and if they refuse its stolen?
Please don't ever recommend anything as stupid as this, again... :)
Haha, I hope the smiley face means you can tell I was joking!
#26
rjonesy
muddassarsardar
what'd the facts and issues firstly how old is the phone if it's less than 24 months it should still be under warranty. what reason have they given for it not being covered under warranty u haven't told us and everyone has decided on it without that maybe the reason they state is correct like unauthorised repairs or phones been rotted or screen smashed.
Hi, the phone is 20 months old and it just went dead, no physical damage just stopped under normal use.
At first the problem they told me was the motherboard, then charge board then suggested it could have been liquid damage. The phone has only ever been used normally, never misused or broken or near liquids. He said he couldn't comment on its use (essentially calling me a liar) and that it was out of warranty and would cost to repair or pay a £25 inspection charge to collect.
(I've since read other complaints that they use this supposed liquid damage excuse to get out of warranties.)
Since then though i've received no clear information about the so called damage to the phone.
Thing that gets me most is I left it there cause i was assured the warranty would cover all costs. Just feel so tricked.
In reply to tardytortoise, i haven't checked my home insurance policy ... but to repair it i would need my phone which samsung still have
couple of things - what does the warranty actually say - and how long for?
if you have any home contents insurance it might just cover you to still having it repaired by the place that has your phone.
oh and also - if they want £25 in effect for the inspection report, ask to see it first just to establish whether the inspection/report is fair and adequate for your phone - not just a cut and paste job report. You need to be assured they actually inspected your phone.
finally, have a quick word with the Consumer Service of Citizens Advice - on 03454 04 05 06 - they are excellent on matters like this.
#27
seems like the store u took to are a bunch are a bunch of crooks email and/or ring them stating fully what they have done also if ur on contract try get help from the company ur contract is with. remember these stores are not all run by samsung some are by cowboys they seem incompetent they don't know what the fault is they have said it's this and that and then I think they have just thought forget it let's make a quick 25 quid out of this. email or ring them stating the incompetence of this place and the I think the abuse they have dealt out aswell the problem is they seem dodgy so how can we know that this place hasn't just put it into liquid later on surely the seals were intact when they received when they said it's covered under warranty I'm sure samsung will sort it out for you either ring and say I need speak someone about a complaints or email them in detial.
#28
Deaa
Erubadhron
Deaa
Go in store, ask for it back and when they refuse phone the police in front of them and describe the guy in front of you for stealing your phone? surely they can't demand cash for something you never agreed to and if they refuse its stolen?
Please don't ever recommend anything as stupid as this, again... :)
Haha, I hope the smiley face means you can tell I was joking!
It means I was hoping to come across somewhat more polite :)
Whether you were joking or not is irrelevant, the OP isn't on a comedy forum, they were asking a serious question and you gave them what a lot of users would unfortunately be ignorant enough to perceive as a serious answer.
#29
muddassarsardar
seems like the store u took to are a bunch are a bunch of crooks email and/or ring them stating fully what they have done also if ur on contract try get help from the company ur contract is with. remember these stores are not all run by samsung some are by cowboys they seem incompetent they don't know what the fault is they have said it's this and that and then I think they have just thought forget it let's make a quick 25 quid out of this. email or ring them stating the incompetence of this place and the I think the abuse they have dealt out aswell the problem is they seem dodgy so how can we know that this place hasn't just put it into liquid later on surely the seals were intact when they received when they said it's covered under warranty I'm sure samsung will sort it out for you either ring and say I need speak someone about a complaints or email them in detial.


I meant email samsung maybe thorough resolver will be easier this store is most likely a affiliate not actually run by samsung very few are. I wouldn't bother with that stores manager anymore he seems like some dodgy guy.
#30
I couldn't get in touch with the a-team but these guys are in the process of rescuing the hostage:

https://j.gifs.com/vJzL6r.gif
#31
Only ever once had to take a Samsung phone (S5) in for repair (the laminate on the screen had started coming away in the corner (nothing to do with it being dropped ;) ).

I took it into the Wembley service centre and they replaced the screen within a couple of hours with no problem.

This was a phone just under the 2 year warranty and is still going strong 6 months later.

So thumbs up to them from me.
#32
call Liam Neeson?....
#33
Was the phone rooted?
#34
Hi everyone. Thanks for all your help and advice.
I am not ruling out the SAS yet but I have started a complaint with resolver.co.uk as advised by jackthabiskit and muddassarsardar.
Do I mark them as best answer?

(BTW, phone was never rooted, modded, attempted repair, near liquids, fell out of plane, dropped in volcano, nothing. Just normal everyday use.)

Anyway, I'll wait for samsung to reply. I hope to update this post with the final conclusion of what happens if your interested or if anyone is reading this in the future who is having a similar problem.

Thanks again
#35
This is just a quick update for anyone still reading or interested.

I started the complaint with resolver.co.uk because I felt I was getting nowhere with the repair centre manager.
After a months wait the eventual response I got was... wait for it... contact the store manager (there isn't an emoticon for slapping yourself in the head so this'll have to do oO )

I've escalated case to chief exec Sang Ho Jo but don't hold out much hope of a good or even quick outcome.

My impression so far... Samsung is not a reputable company

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