Starting court proceedings.

[Boothy1]

Has anybody had any experiences in taking Samsung to court? Do you have any last avenues to try so I don't have to take such drastic measures?

Trying to keep this as brief as possible:

Purchased a Zfold 5 in Feb this year, in August I had 2 dead pixels appear with lines running off them and to the edge of the phone.

Contacted Samsung re. warranty and they told me to go to any EE store so they can check and replace under warranty if no abuse/mishandling of phone found.

Went to 2 EE stores in Sheffield, one said they don't do repairs, the other said they don't have any availability that day and to book online. Booked online for 2 weeks after, turned up and they said 'Our Samsung expert hasn't been showing up for work and we don't know what to do'. Overall spent close to a full working day driving around Sheffield attending EE stores to get no where.

Contact Samsung who said they can only do anything if I send the phone off to their warehouse but I'd be left without a phone for upto 2 weeks. Impossible due to needing my phone for work. Messaged complaints team who came back with the same answer so I went to their CEO complaints who magically agreed for Likewise to attend my home for door step repair.

3rd October my Likewise technician arrived, took my phone and asked for my pin code. 10 minutes later he knocked at my door to say he was about to start the repair only to realise Samsung hadn't sent him a replacement screen. He then booked me back in for the next available appointment which was the 14th October.

14th October I get a call from the Likewise technician, 'we're really sorry but I as about to head to your address only to realise Samsung hadn't sent me a screen'. I questioned what was happening and the technician advised that part of the first appointment on the 3rd was to triage the phone, the screen should have been ordered on that appointment but hadn't but was guaranteed they'd have it for the next appointment.

Today, 21t October. Technician arrives and the first thing he says 'I won't get that covered on warranty, I can see perforation on the screen'. I advised the technician the triage on the phone had already taken place but he was having none of it.

The whole process has been shambolic. I will start the proceedings if no one else has any other ideas.

Thanks 
Dave

[AustinMc]

Have you contacted EE to see if they can help resolve the issue? I'm assuming you purchased the phone from EE.

[Boothy1]

No, bought direct from Samsung, but they (Samsung) told me that they outsource repairs and warranty to a 3rd party company that work within EE stores.

[AustinMc]

So, the technician investigated the problem, is what you mean by triage?

[Boothy1]

Yes. First technician inspected the phone, took it to his van to repair then came back to advise Samsung hadn't sent him a replacement screen. 2nd technician phoned me on the morning to say he didn't have a screen, today's technician had a screen but said he won't repair under warranty as my current screen had perforations.

[AustinMc]

If neither technician had a screen in stock, I assume they wouldn't even touch the phone, as that would be futile. Is it possible the perforation was there and you didn't notice?

[Boothy1]

All the technicians were from the same company Samsung sent to me. They confirmed they could have done it but Samsung hadn't sent them the screen on the first two appointments

[AustinMc]

So they examined the phone and determined it was covered? Or they checked to see if they had a screen which they didn't and thus didn't touch the phone?

[Boothy1]

Took the phone, didn't say the words 'it was covered' but said they'd prepped to start the replacement only to find they'd not been sent a replacement screen

[AustinMc]

It's a precarious one I'm not sure a lawsuit would even yield results as Samsung would most likely claim miss management of the device and use the techs words as a witness you could always travel to an experience store probably manchester is the nearest and see what they say but it's a long journey for possibly no rewards.