Can anyone here help?
Last November I bought M51 from Samsung UK. 2 months later, 20th of January this year, the phone stopped charging or connecting to the computer. Initial contact with Customer Service seemed very efficient, they picked up the phone for repairs the next day. The problem is that today, 32 days later, I am still without my phone as they are waiting for parts. I tried to escalate with customer service and point out that the Consumer Protection Act 2015 requires them to replace the device is the repair would cause significant inconvenience. As you may imagine, not having a phone during national lockdown, especially that it's my main work tool, is a significant inconvenience. I've been told they don't care and they refused the escalate the problem to someone who could resolve it.
What should I do? I never before came across a company who just blatantly says "we don't care about the legislation" and we will do whatever we want. Anyone else experienced that or knows what could I do to get it resolved?
They can't by law but they did. I wrote a nice email quoting the legislation and the fact that 30 days to repair a mobile phone is against it (...within a reasonable time and without significant inconvenience to the consumer...). Not having a phone for a month in quarantine is a significant inconvenience. The reply was the same bot message "we are waiting for parts, will update you when ready". Then I called and asked to be put to someone with authority to deal with escalations and that was refused. I messaged them on all social media, wrote number of facebook posts, trustpilot review, you name it. Running out of options, hence my cry for help.
Imagine a month without a phone in lockdown, when your phone is also your office. Nightmare.
Thanks guys, I used the email the CEO form, will see what that will change. I'm really stunned by the experienced. I have been loyal to Samsung for years and just be kicked in the teeth like that. Oh well. Will see if the escalation helps.