[Q] Samsung Clear View case scratched my screen

[jonkong]

Yesterday, after calling Samsung, I was rather p***ed off so I thought I would email the Samsung UK Executive Office. To my complete and utter amazement, I have just received an email from the Executive Office, they have asked for 3 photos to sent and they "would like to make arrangements for the handset and case to be sent for assessment at Samsung Head Office".

 

[lorimott78]

I have provided photos video and receipts for the phone and the case! I have emailed 3 times and rung 3 times. Do you have the email address for the executive head office?

 

[jonkong]

I have provided photos video and receipts for the phone and the case! I have emailed 3 times and rung 3 times. Do you have the email address for the executive head office?

I used this form, which I got from a Google search, the page should show "Email the CEO". It seems to have worked...

I also included my reference number in the title when I sent it, may help to do the same if you have it.

https://contactus.samsung.com/custo...tionGeneralNew.jsp?siteId=594&PROD_ID=G303850

 

[lorimott78]

Thanks I have just emailed the CEO giving my reference number let's see what the out come js

 

[whatwhatster]

In Holland it is finally sort of acknowledge, I can sent it in for repair and the repair shop will switch the screen under warranty.

It was exactly 2 weeks without any clear answers, I already got my money back for the case by the way.

 

[NinjaLuv]

I was thinking what sucks is that people are still buying this case unaware. I guess enough people will chalk it up to their own incidental damage or never notice in time for it to be viable to pull the trigger and remove that case from shelves.

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[jonkong]

Thanks I have just emailed the CEO giving my reference number let's see what the out come js

Samsung UK what my "handset and case to be sent for assessment at Samsung Head Office", leaving me without a phone for god knows how long. They are unwilling to exchange with a loan phone or provide insurance when posting. They are having a laugh if they think I am sticking my £750 phone in the UK postal service without insurance.

Also note they have said they will assess my phone and case, not they are going to repair or replace.

I would be quite willing to do the 60 mile round trip to the nearest service centre (not that I see why I should, it's their fault) for the phone to repaired or replaced and for a refund on the cost of the case.

 

[tsw_sweden]

Samsung sweden have made an official statement, and tell people to contact them for help. Go sweden

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[jonkong]

Where can this statement be seen? Or can you post a copy of it?

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[tsw_sweden]

Where can this statement be seen? Or can you post a copy of it?

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http://www.mobil.se/nyheter/uppdaterad-samsungs-skal-repar-galaxy-s6#.VWXvy8narqB

A bit down.. Andreas bergqvist, Samsung sweden.

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[lorimott78]

Just had a response from my earlier email to the CEO at Samsung UK he has asked for photos of the screen damage, copies of phone receipt and receipt of the case. Which i have just send on including my YOUTUBE video. Will update when i get a response.

---------- Post added at 05:13 PM ---------- Previous post was at 05:07 PM ----------

Samsung UK what my "handset and case to be sent for assessment at Samsung Head Office", leaving me without a phone for god knows how long. They are unwilling to exchange with a loan phone or provide insurance when posting. They are having a laugh if they think I am sticking my £750 phone in the UK postal service without insurance.

Also note they have said they will assess my phone and case, not they are going to repair or replace.

I would be quite willing to do the 60 mile round trip to the nearest service centre (not that I see why I should, it's their fault) for the phone to repaired or replaced and for a refund on the cost of the case.

WHAT!!! that is terrible I bet they will say the same to me then! When i first contacted Samsung they stated that i could take the phone to a local approved Samsung repair shop but they will need a authorisation code for them to approve the repair.

Terrible service this is supposed to be a flagship phone utter joke

 

[tsw_sweden]

Thats the case for me. My procedure is as follows.

1) Complain at Samsung, got at deal that they will fix it. They said that I'll go to my operator and use them.
2) Went to Telia (Sweden), they in their turn sent it to mobile repair shop (not Samsung themself, but an autorised service center), also got a Samsung Alpha meanwhile to use.
Note: I got an Email from Samsung that I had with me, that clearly says whats wrong with the phone, since it seems fine at a Quick look
3) The serviceshop needed an e-mail from Samsung with an order to repair, and also that it's a warranty issue. <-- Not a problem at all to get Samsung to mail that.
5) Wait, and live with the Alpha for a while.

Should be about thesame procedure around the globe. Credits to Sweden that goes out and say something, and give a number for customers to call to get help with it. They do not deny anything. Nice that Sweden is good sometimes

Been away for a while, so I checked the service status at their homepage, status: Sparepart orderd. (Crap..) I really thought they had screens in stock.

 

[Ahmedivx]

I thought this thread was closed

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[adzz78]

I have not had any word from Samsung UK, going to give it until Friday before contacting again. I am not letting this one lie.

This whole thing, how samsung have handled this from a customer relations perspective, has tarnished the Samsung brand for me and this will be the last Samsung product I ever buy, I hope I am not alone in this stance as we can't let corporations get away with such shoddy service.

 

[jonkong]

I am of the same opinion and I have just emailed them and told them such. I have purchase quite a few Samsung products in the past, also recommending that the company I work for purchase Samsung products.

This is my first dealings with Samsung regarding a problem with a product and the level of service is unbelievably bad.

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[lorimott78]

Same for me not getting another samsung totally disgusting the service well there isn't any service we are doing all the chasing at our expense too. Watchdog should be made aware!

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[sampp]

Update from Dubai, UAE

Hi All,

Just another update here in UAE. I got my Galaxy S6 Edge back from service today, with the screen completely replaced. Yes it now looks like a new phone the back and the front of the phone look perfect as new. And the recommendation was not to use the CASE again and to put a screen protector on it ... I am yet to receive a settlement on the case though. I have raised another service call for this, and the vendor said that they would follow up.

 

[gentle doctor]

Samsung Saudi Arabia .. !

I have faced the same problem and contacted Samsung costumer service in my country
and they said it's not gonna be under warranty and the repair charge is under cost !!
wewe need to contact samsung global for this problem and find a solution for it

 

[lorimott78]

This is the damage to my S6 using the Samsung S view case

 

[obsydian]

Emailed Samsung yesterday as it is now 23 days since my first contact and two so called escalated to management and still nothing.

Need to keep the pressure up and get more people in the UK contacting Watchdog.

As a last resort for ~£50 taking these dogs to a small claims court, pretty easy I'd say to prove and even easier to recover (debt collector turning up at Samsung UK)