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Original topic:

Returned Mobile is more damaged than before

(Topic created on: 23/11/17 12:56)
sld2606
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Hi all

I have a Galaxy note 4 which i have owned for over 2 years. Over a week ago my mobile froze so i removed the battery and restarted the device upon which there was an error message 'could not load from boot..... and with the android icon' I googled up the error and alot of people removed their battery and reinserted it which seemed to solve their problem and mine too. But mine seemed a bit worse and the mobile would intermittently restart itself and then back to the 'could not load' from boot screen, so every not and then i would repeat the above steps.

 

I decided to contact samsung who booked a collection for my device. Eventhough i was told by the samsung chat agent that i would be quoted for a repair after the problem was dianosed and if my mobile was over the 2 year warranty period, i was emailed by Samsung askign for £63.30 to diagnose the problem. I happily paid that and a day later received an email frm UPS saying my parcel is on its way.

 

On receipt of my mobile, a letter inside the box stated that due to internal damage the cost of repair exceeds the cost of the mobile so they will not be able to repair it, which is understandable and have issued me a refund of £63.30 (not in the bank yet). Now here is the problem, before sending them the mobile i could charge it, it would stay on for about an hour or more and then switch off. After receiving it back from Samsung it neither charges nor switches on!

 

I contacted the samsung via chat who then called me and put me through to the customer support team where i was told that the device was received from the courier with no obvious damage to the packaging and that the engineer has diagnosed it as being irreparable. But who is going to claim responsibilty that my device would atleast switch on and charge before sending it to samsung and now on returns it will not! So basically it seems that my device is more damaged now than before i could send it to samsung for repairs.

 

All i got from the agent was 'We are sorry we can't help you any more'

 

Where do i go from here?

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AntS
Moderator
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Hi @sld2606.

 

Have you spoken to the Service/Repair Centre directly for more details as to how your phone was whilst it was with them and any actions they took?

 

Also, unable to guarantee a different outcome, but I'm happy to take a look over your case for you. If you'd like this, can you send me a PM with your customer reference number, name, and email address or contact phone number?

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sld2606
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Hi AntS

 

I have just sent you details via pm. thank you once again.

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