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Formal complaint procedure

(Topic created on: a month ago)
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MrsAJP
Student
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Bought a Samsung Z Flip 5 in Dec 2023. It started overheating by May 2024. Despite consumer rights, Samsung refused a replacement. They admitted fault and repaired it. Traded it in for an S24 Ultra, but Samsung now says the trade-in isn't viable due to display tamper. This was their doing and now demand an extra £150. Asked for escalation procedures on numerous occasions as I am not at fault, this has not been provided. Anyone able to provide these ?
2 REPLIES 2
BandOfBrothers
Samsung Members Star ★★
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May I assume that Samsung directly supplied the phone @MrsAJP 🤔 

I believe that the Trade-in side of the transaction is dealt with via a ³rd party company, who assess the phone. 

Give Samsung Customer Services a call and ask for support. 

> 03330000333

> ukhelp@samsung.com

www.samsung.com/uk/support/contact/

If i can be of any further help please don't hesitate to ask  😎 


Daily Driver > Samsung Galaxy s²⁴ Ultra 512Gb ~ Titanium Black.

The advice I offer is my own and does not represent Samsung’s position.
I'm here to help. " This is the way. "

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MrsAJP
Student
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Thank you. I was on hold for 40 mins yesterday. No one answered. I will try again. Thank you for taking the time to respond 🙏
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