Purchased from Currys- Samsung flip 4 stuck at 90° angle. Sent for repair and given bad in worse con

zekky121

Hi, I'm having an issue at the moment with Currys. I had purchased a Samsung Galaxy flip 4 128GB Graphite on 16/11/2022 via credit card and received the product the next day. After about 4 months of use, around 2/03/2023, the hinge became stuck in a 90° angle. The phone had 0 physical damage and I had not abused it in any way. I took good care of my tech as always and it was still in working condition with no other issues. After finally sending it in for repair, Currys said they would send it to Samsung to repair and any issues, they would contact me to ask for a fee or let me know. After following the email everyday and watching the repair, it was finally available for pickup on 13/03/2023. In store, I was handed the phone just to open it and find that the corner had dents, the screen was lifted and half of the screen had blacked out. It turned out that they'd refused to repair it and the paperwork given back showed no mention of sending it to Samsung and was a Currys letter. I'm not sure where to go from here, so I've started by taking it to Twitter which I'd done previously with their awful customer service and non existent manager call backs. Any advice?

Aylesbury_Duck

Yes, wait and see what their response is on twitter.

zekky121

They've kept swaying me towards the phone lines. I've just had an hr long call where they've said their systems are down and I'm pretty much in a lurch right now 

Aylesbury_Duck

Getting angry with them on text is counterproductive.

powerful_Rogue

You catch more flies with honey then you do vinegar.

When I worked in customer service, be it 20 odd years ago, any kind of attitude like that would receive the absolute bare minimum. Anyone being a normal pleasant person, I would happily go above and beyond for.

oldagetraveller1

If you "don't have a working phone", how can they call you?

Deeme1099

I have the same phone it has developed a burnt pixel where the fold is. I haven't sent it off to samsung yet. But on your photo it looks like you crack it somewhere on the screen and you closed it to make it worse. I can show your my burnt pixel it's inside .

pinkshoes

I would suggest WRITING to Currys stating that the phone developed a fault within 4 months of use, Currys accepted the fault and sent it away for repair. The phone has come back unsatisfactorily repaired so you are now REJECTING it under the Consumer Rights Act as you have already given them a chance to repair which did not work. Tell them you'd like a replacement or full refund. Give them 14 days to respond. 

How did you pay?

zekky121

- I paid with Credit Card- I'm borrowing a phone from a friend. As a person who has worked in customer service I also found that being nice made me want to help (which I was doing initially). Instead I was thrown around in circles. Being nice made them access someone else's records and mix up our details. Being nice made me agree to a repair and they never sent it to Currys but their own repair team (I was told by one of their staff that they couldn't repair something like this and it'd have to be Samsung). Being nice gave me a wreck phone. They gave it to me closed. I opened it gently as I always do and saw the screen lifted. When I first spoke to someone in store, he explained that because there's no external damage there shouldn't be an issue with repairs. The phone came back with damage. I had no choice but to be firm and I think I finally may be getting somewhere today as they've promised some form of compo. I'd rather be nice than firm but it's through no choice of my own and I've had to do this...