Samsung broke my phone! What are my rights?

cjclol

Hi everybody,

Almost 2 weeks ago, the screen on my Samsung S6 stopped working, the phone was still on and working but the screen was just completely black and not coming on. My phone didn't have any fractures or cracks to the screen on the front or the back and was in almost perfect condition as I always had a case and screen protector on. The phone is less than 10 months old and this is the second time I've had to send it away for different problems.

Samsung use UPS as their courier service, and they came almost a week later and picked up the phone. They provided the packaging and arranged the courier with the phone being placed in to a cardboard box which had no bubble wrap or padding to it.

Yesterday, Samsung emailed me saying that they were unable to repair the phone for free because it isn't covered by warranty and attached a picture of the damage with a huge crack down the screen.

This is what their representative said:
"When the device was received at our Authorised Service Centre, it was noted as having damage that is not covered by the manufacturer's warranty. The service centre will have inspected the packaging for any signs of mistreatment or damage and found no evidence that indicates damage in transit and the device sent for quotation. As the packaging was received in good condition, we are unable to raise any claim with the courier and must stand by the service centre decision."

I was wondering what my rights are in this scenario with Samsung refusing outright to do anything about it. They will only fix my phone and the original problem is I pay them £200, even though I've stressed enough that there was absolutely no damage to the exterior of the phone when I sent it to them.

Thanks in advance guys.

Guys_Dad

Have you a photo of the phone in the packaging just before you sealed it?

cjclol

Nope, I know in hindsight I really should have. Beating myself up about that!

cjclol

Sorry I just re-read your question, the guy took my phone himself and packaged it all, UPS guy.

Guys_Dad

You will probably beat yourself for not getting his name and confirmation he packed it.

The unfortunate thing is it comes down to a he says - she says without some evidence.

cjclol

So far, I've tried the nice guy approach. I think tomorrow I'm going to try and be a bit more direct and to the point. I feel like the fact that they provide the courier and the packaging means that they are solely responsible for what happens during the transit of the phone. Surely for Samsung during their current stance with the public it's in their best interest to satisfy every customer they can.

Hopefully I'll get this sorted. Nothing but bad reviews with their third party repair team it seems. Thanks for your advice though.