issues with samsung uk - advice please

deanh1

I upgraded to a Galaxy S4 in December 13.

On May 20th i woke up after putting my phone on charge from finishing work, to find my phone off.
i tried removing the usb cable but it was melted into the phone. It was black and charred and smelt burnt.

It had caught fire whilst on charge, luckily it burnt itself out before catching onto anything such as a curtain, however the outcome could have been a lot worse as I have small children in my house.

Despite not wanting the phone back having had it repaired, it was forced upon me. I did not want the same phone back as there was no guarantee the cause had been solved.
Samsung had my phone for three weeks during which they even claimed it hadnt been received despite me having a digital signature from the repair centre.

Since then I have been phoning and emailing them and various departments requesting a detailed report as to what caused it, but get nowhere and no contact back.

I was without my phone for 3 weeks of which I pay £40 per month for its usage. I have received no apology or explanation and I am absolutely disgusted how I have been treated.
In my opinion by not replying to me, i think they hoped I will go away and forget about it. However had it set my house on fire and endangered my family, I'm sure someone would have contacted me straight away.

So today I actually get through to someone from head office who tell me that it was caused by a faulty usb cable which caused the phone to overheat.

They say due to the timescale of the complaint and the fact I was without my phone they are willing to offer a voucher for £50 for tesco or m&s as a gesture of goodwill.

Is it me or is this a bit of an insult?

Quiet_Spark

They aren't obliged to offer you anything regardless of how much you pay for your airtime contract.

[Deleted User]

deanh1 wrote: »

Is it me or is this a bit of an insult?

It's you.
You paid £40 for a month's usage and received £50 as compensation for not having access to the phone for three weeks. Seems to me you are not out-of-pocket at all.

deanh1

I agree I'm not out of pocket but it's a poor gesture considering its 6 monthe later. It's taken until now for an apology for something which could have had serious consequences. I'm not the first person it's happened to.

[Deleted User]

deanh1 wrote: »

something which could have had serious consequences.

You were without your 'phone for three weeks, there were no "serious consequences"

You just want more "compo" which you aren't going to get.

Who are these others you mention?

deanh1

Sorry... Did you not read the post properly, I said it could have had serious consequences, luckily it didn't set fire to something such as a curtain otherwise the house could have been damaged etc.
There are others, bit of a google search brings them up.

Not after more compo at all. What realistically could I expect so why would I hold out hoping for a lot more?

[Deleted User]

deanh1 wrote: »

I said it could have had serious consequences

It didn't though.

deanh1 wrote: »

What realistically could I expect

£50 goodwill.