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Apprentice

Hi,ive had problems with my s9 from the start (less than 6months old) from when i unboxed it there was no earphones and there was 3rd party apps already installed. It has wiped 4 sd cards with all my pics and videos of my kids.ive lost music,documents, phone numbers and ive no notification sounds anymore.

Anyone else experience this?

9 REPLIES 9
Superuser I
Superuser I

Hi @Frankie406 

 

I've not either on the s8 or Note 8.

 

What 3rd party apps were installed ?

 

To add I think if this was my phone I'd visit a Samsung Experience Store or Samsung Service Centre for them to take a look and try and troubleshoot the glitches.

 

 

Current Phone ~

Samsung Note 9 Model: SM-N960 Dual Hybrid 512Gb_ Samsung One Ui / Pie.

Samsung Gear s3 Frontier Watch
Samsung Galaxy Tab A {2016}SM-T580

Apprentice
Hi, the 3rd party apps were ad blocker and itube?
Superuser I
Superuser I

Right ok.

 

I do use an ad blocker but I downloaded that myself and the phone does suggest others to download when in that setting.

 

iTube certainly wasn't on the phone. 

 

I only use YouTube. 

 

 

Current Phone ~

Samsung Note 9 Model: SM-N960 Dual Hybrid 512Gb_ Samsung One Ui / Pie.

Samsung Gear s3 Frontier Watch
Samsung Galaxy Tab A {2016}SM-T580

Apprentice
Yeah had asked a few mates that had s9 and none of them had it...what got me was there were no earphones with the phone when i unboxed it i just thought this was something they were doing to keep prices down.but the place i bought it from carphone warehouse were quick enough to get me a set..but when i go into them regarding the phone problem they say theres nothing wrong with it.?
Superuser I
Superuser I

Can you recall if the seals were intact on the retail box ?

 

Earphones are always supplied.

 

I have known from past posts that Carphone Warehouse seem to source handsets from elsewhere known as grey importing.

 

If this was my situation I'd press to have the phone swapped out.

 

This sounds like the phone you have has been returned. 

Current Phone ~

Samsung Note 9 Model: SM-N960 Dual Hybrid 512Gb_ Samsung One Ui / Pie.

Samsung Gear s3 Frontier Watch
Samsung Galaxy Tab A {2016}SM-T580

Apprentice
As far as i remember it was sealed, but they could of refurbished it maybe and resealed it? I brought the phone back a few times regarding problems but keep ssying its fine.keeps deleting sd card and saying its not mounted,i changed sd cards incase it was those but everyone was genuine cards.
Superuser I
Superuser I

Have a look at the following link @Frankie406  which may help support you to know what your rights are.

 

Consumer Rights Act  2015.

 

It's upto you if you wish to use this and perhaps Carphones avenues of complaint. 

 

Our complaints policy (and how to make a complaint).

 

Carphone Warehouse - Can I return or exchange the Pay monthly phone I bought in store?

 

 

 

Current Phone ~

Samsung Note 9 Model: SM-N960 Dual Hybrid 512Gb_ Samsung One Ui / Pie.

Samsung Gear s3 Frontier Watch
Samsung Galaxy Tab A {2016}SM-T580

Apprentice
Brilliant thanks for that,i'll have a read of that and will go in to store today to see what they say.

Thanks again.
Superuser I
Superuser I

You're very welcome @Frankie406 

 

First ask if they have that model of phone in stock-  before talking about your issues - just to make sure they have one.

 

Take the phone , box and contents and paperwork just incase they ask for it all.

 

Then ask to speak with the store manager or person in charge.

 

Refer to the Act I linked to and drop the Communications Omsbudsman into the conversation.

 

Lay down the current sequence of events and think about what end conclusion you want and put that to the manager.

 

Keep calm and don't raise your voice or swear as they can use that to ask you to leave the branch for acting unreasonably and will refer back to that when dealing with your complaint. 

 

If the manager refuses support then ask for their Area Managers name and contact details.

 

Take the managers name and note what time you visited the branch.

 

Then ask for the CEO's name and email address and even tho you won't probably get to speak directly with the CEO you'll speak with their CEO support Department.

 

Follow their customer complaint procedure to the letter.

 

Remember you have rights from the link I added which supports you and the shop.

 

Citizens Advice can advise further free of charge too.

 

Please let us know how you get on.

 

 

Current Phone ~

Samsung Note 9 Model: SM-N960 Dual Hybrid 512Gb_ Samsung One Ui / Pie.

Samsung Gear s3 Frontier Watch
Samsung Galaxy Tab A {2016}SM-T580

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