Phone Repairs - damaged on return

[nicktooley]

My S20+ has been misbehaving by rebooting on it's own and the sound quality was poor when receiving calls. The phone was collected and checked by the courier, it was in good condition. When I got the phone back it had quite a deep scratch they claimed was there when they received it. I asked about this via Twitter and got the following reply:

On the engineer notes, we can see that they have replaced the motherboard for you, and have discovered some cosmetic marks on the screen and the back of your phone. Our engineers will have had to fix this for you, as our policy requires us to send your phone back to you in an out of the box state.

Now they're saying it won't be repaired and isn't covered? I can't get a straight answer as to what this comment means either.

Grrrrrrrr

Anyone else experienced this?

[BandOfBrothers]

When I'm in a discussion with a person who is intending to surrender their phone for repair I always suggest that they take time and date stamped pictures of their phone with one of it turned On and one of any visible water sensor to prove it's aesthetic condition @nicktooley just incase the phone is then returned in a different state.

Did you take any ?

Did the courier make any notes ?

Are Samsung saying the phone's display had cosmetic scratches so they replaced the display ?

If so then advise them that the new display has scratches which isn't in an out if the box state which means it would be pristine.

To escalate this your going to need to raise a complaint ticket with your Samsung Support Department.

Samsung have a duty of care.

In the Uk we also have the Consumer-rights-act 2015 so maybe check your countries support laws.

I wish you all the best with this situation. 

🌈 Stay Safe & Stay Alert.  🌈 

[nicktooley]

Thanks for the advice, no I didn't take any pictures but I'm sure the courier guy did and noted that there wasn't any damage. I'll check that.

Samsung appear to be saying the service centre discovered cosmetic damage to the screen and back plate so expected the service centre to replace that to enable a return in an out of box condition. Now they're saying that as the phone was damaged before it arrived, it's not their responsibility.

Yes I'll be making a complaint, they need to get their act together as I've had contradictory advice from them.

🤔

[khan2001]

same thing happened to me mate i sent my pristine phone away last week and recieved it today with scratches on screen

[nicktooley]

Have they told you it was examined on arrival and the scratches were found then? I've registered a complaint but they are adamant it was damaged on arrival and have checked with the courier who only have a photo of the packaging. Why they'd want a photo of the packing I don't know. Not giving up though.

[khan2001]

mine had a tempered glass on it mate i removed it before i packed it into dpd box. i have proof i bought 4 screen protectors and a case before release of phone

[nicktooley]

Mine had been in a case from day 1 too. Good luck with Customer Services, they are appalling, as are their Twitter team, Are you going to complain? If so, their Customer Solutions Team are on - 0333 726 1010 they were going to investigate the issue for me but after 3 months I'd heard nothing. Apparently, if you want to complain about the Customer Solutions Team, you have to contact the Customer Solutions Team - what a joke!!

[Members_CEbFoji]

I have also the same problem, I sent my fold 3 in for a screen protector lifting after 4 months of owning it. Today received an email from TMT First saying that there is damage to the frame of the phone so warranty is void and I’ll have to pay over £400 for the repair. The phone was in prestige condition always in a case the damage shown in the photos sent is where the Samsung cover would have protected. Have raised a dispute with Samsung it must have been damaged in transit or at the repair centre, let’s see what they come back with very disappointing Samsung not happy.

[nicktooley]

I'm based in the UK so pursued my problem (successfully 😊) via this route and the CEOs office.https://contactus.samsung.com/customer/contactus/formmail/mail/MailQuestionGeneralNew.jsp?siteId=594...

If you're based outside the UK, go to the appropriate website to find your equivalent.