We recently purchased a Galaxy S24 Ultra from a Three store, but what should have been an exciting experience quickly turned into frustration. Initially, I noticed what appeared to be a speck of dust inside the lens. At first, I dismissed it, thinking it was just surface dust. However, as I inspected it more closely, my satisfaction turned to disappointment when I realized the issue was internal.
I took the phone back to Three, only to be told that it wasn’t their responsibility and that I needed to contact Samsung. Following their advice, I booked an appointment with Samsung, and my wife and I returned another day to attend. After evaluating the phone, Samsung provided all the necessary paperwork and instructed me to return to Three to request a replacement.
However, Three refused to replace the device, insisting that it was Samsung’s responsibility. Despite spending over an hour trying to resolve the matter, they brushed us off. Frustrated, I went back to Samsung, only to be told once again that it wasn’t their duty to replace the phone since I had purchased it from Three.
We were caught in a frustrating loop, with each party trying to shift responsibility to the other. In an effort to find a resolution, I spent two hours on the phone with Samsung’s support team. But to my disbelief, they concluded the call by advising me to go back to Three for the replacement. Saying I should say that its their job and its my right under the consumer act 2015.
The entire experience has been disheartening, with both companies refusing to take accountability. As a customer, I feel let down by the lack of responsibility and support from both parties.
@Members_5NnrGKM: I'm sorry to hear that you have experienced this issue, as I understand how disappointing this must have been. In this instance, as you purchased the phone from Three, it would only be possible to arrange a replacement device through them, provided you reported the issue inside their returns window/cooling off period. We offer a repair based warranty, therefore if you are unable to replace the phone then we can arrange for it to be repaired by an authorised engineer for you, however I do appreciate that this is far from ideal.
If you would like to arrange an engineer's inspection then you can do so by following the link below. Alternatively, please get back in touch with our Support Team, and an advisor will be able to make the necessary arrangements for you.
