Faulty mobile phone

m0t

I'm having a problem with a faulty phone that I purchased directly from Samsung (what a mistake!) after Christmas.

The phone was delivered on the 28th Dec and we noticed an intermittent fault after a week. The loud speaker (not the ear one for calls) cuts out randomly when playing media or games.

I reported it to Samsung immediately and they suspected a software fault so there were several weeks of emails back and forth with suggestions.

I subsequently found a number of other complaints online which suggested the problem was related to the motherboard and the only solution was to replace the part.

I sent the phone back to Samsung 3 times (4 if you include the time they failed to collect it) and the first occasion they replaced the speaker and every other occasion they claim to be unable to replicate the fault and have sent the device back having done nothing to it.

I have spoken to them on the phone several times, sent them links to numerous others reporting the problem and provided them with a video of the issue occurring. The last time they agreed to have the technician call us when they received the phone so we could talk them through the issue, instead they just sent it back.

I've reached the end of my tether and attempted to arrange for a return and refund but Samsung have refused to do anything except tell me to send the phone back for another repair because they can't locate the fault.

What rights do I have here? In the two and a half months we've had the phone it's been with Samsung for 4 weeks!

As an aside they use a company called Anovo to repair their devices. Nokia used this company and a few years ago I sent a Lumia phone for repair to this outfit and they returned it 3 times as no fault found despite the device only charging to about 80% and turning off every time the batter fell below 60%.

Anoneemoose

m0t wrote: »

I'm having a problem with a faulty phone that I purchased directly from Samsung (what a mistake!) after Christmas.

The phone was delivered on the 28th Dec and we noticed an intermittent fault after a week. The loud speaker (not the ear one for calls) cuts out randomly when playing media or games.

I reported it to Samsung immediately and they suspected a software fault so there were several weeks of emails back and forth with suggestions.

I subsequently found a number of other complaints online which suggested the problem was related to the motherboard and the only solution was to replace the part.

I sent the phone back to Samsung 3 times (4 if you include the time they failed to collect it) and the first occasion they replaced the speaker and every other occasion they claim to be unable to replicate the fault and have sent the device back having done nothing to it.

I have spoken to them on the phone several times, sent them links to numerous others reporting the problem and provided them with a video of the issue occurring. The last time they agreed to have the technician call us when they received the phone so we could talk them through the issue, instead they just sent it back.

I've reached the end of my tether and attempted to arrange for a return and refund but Samsung have refused to do anything except tell me to send the phone back for another repair because they can't locate the fault.

What rights do I have here? In the two and a half months we've had the phone it's been with Samsung for 4 weeks!

As an aside they use a company called Anovo to repair their devices. Nokia used this company and a few years ago I sent a Lumia phone for repair to this outfit and they returned it 3 times as no fault found despite the device only charging to about 80% and turning off every time the batter fell below 60%.

I would suggest that as you have a video of the problem occuring, you send them a letter before action (assuming you have followed any instructions they gave you which may have resolved the problem). I am not good at links on here but someone else might post one.

Alternatively, you could try writing to them or following their 'official complaints' procedure, if there is one, first.

I am not that clever on phones and software, so someone may have another angle re: fixing it, if it's at all possible.

m0t

Thanks, I'm just kicking myself for not rejecting it straight away.