- Report: #657596
Report - Rebuttal - Arbitrate
Complaint Review: Samsung
Samsung1000 Klein Road Plano, Texas United States of America
Samsung Greg Crenshaw [Sold faulty hardware/software, warranty loophole, blaming customer, customer service hang ups, ignored by Samsung & swept under the rug] Plano, Texas
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I purchased a Samsung Galaxy S Captivate phone on 08/02/2010 at a local AT&T Store. The phone was barely used within the following 2 months, it was a gift for my father and he made the decision to have it remain in the box until cases and screen protectors were readily available. The phone was new to the market and they weren't even up for purchase at the AT&T store nor Best Buy. He handled it with incredibly delicate care and even wiped it down with a tissue after every use before re-packaging it. Shortly after this 2 month period a USB malfunction developed - the port would recognize itself as being plugged in when it was not, and this prohibited use of the phone as a notification would pop up incessantly for periods of ten minutes at a time. My father decided not to notify AT&T yet seeing as the phone was still operational, I honestly think he believed the problem may resolve itself - and the phone was under warranty for a year (or so we thought). Several weeks later the phone began developing more serious issues. The device would power off on its' own while in use, and would fail to turn back on. This happened at random and made the handset virtually useless. By this time the phone was outside of the 30-day in store return policy so I went through the appropriate channels for a 'Warranty Exchange' through AT&T; I was directed to Samsung due to AT&T having 'limited knowledge' of the Samsung Galaxy S Captivate device. I sent the phone in shortly thereafter believing my worries could be eased. The device was sent in with appropriate labeling, I made sure to include the phone without the backing or SIM card as requested. I included the original packaging, a detailed printout of the issues it was experiencing as many others have complained of these on various Android forums, the AC adapter and various warranty booklets which came with the phone upon purchase. The handset also had a Zagg screen cover which was purchased at $19.99. The phone was only in 'repairs' at Plano, TX for 2 days before being returned to me. I was sent an e-mail stating the phone had obtained "CORROSION, LIQUID DAMAGE, ABUSE/CORROSION" and stated the solution was "BER (Beyond Economical Repair)". They included in a comments section: "An attempt was made to repair your phone which was liquid damaged. This repair was unsuccessful due to excessive corrosion, or the failure of related components. The factory warranty has been voided." It was sent back in a new box, with none of my original paperwork or packaging, the Zagg screen missing AND a fresh scratch on the back of the handset. The phone has never been in contact with liquid of any form, and was handled practically like a newborn. It was sent into Samsung in pristine condition - and could have been placed directly back on the shelf at AT&T for sale. After receiving the above explanation from Samsung I was nearly in tears seeing as I am the reason my father shelled out hundreds of dollars for this phone. I returned to the AT&T store where I originally purchased the handset and the service representative available gladly looked at it. He came to the conclusion that it had no physical damage or abuse, and that the indicators for liquid damage inside of the phone were still white - which turn red/pink when in contact with liquids. He also noted no corrosion whatsoever, and made the comment that the phone was in perfect condition. He advised me to go through AT&T again for another exchange attempt and to NOT mention I had already contacted Samsung.
AT&T unfortunately attempted to direct me back to Samsung, so I went to the Better Business Bureau. I just recently received this explanation from Greg Crenshaw:
"We understand accidents occur and in this case can be quite unfortunate. Upon technical evaluation of the handset in question, Samsung technicians found your handset had sustained detrimental damage. We must inform the customer that corrosion is a form of ELECTROMECHANICAL STRESS. Electromechanical stress is not covered under the Samsung warranty, corrosion being associated with liquid damage is an eventual degradation of the phone. The corrosive element in the phone cannot be stopped in Samsung's opinion, therefore any attempts to repair the phone will result in another failure. We cannot speculate what transpired, however we can report the nature of the damage found. Samsung technicians determined the damage to the phone is not covered under the Samsung Standard Limited Warranty. Under the coverage section of the warranty it clearly states that any damage resulting from accident, misuse, abuse or neglect is not covered. F26 designates liquid damage factory warranty has been voided. Should the customer carry wireless insurance this issue should be covered by the Service Provider.
At this point in time I am planning on contacting my Attorney General. I unfortunately have an incredibly busy schedule which makes it hard to find time to deal with this blatant abuse. Unfortunately for Samsung my father is a very meticulous man, and through his caution with the new handset it's been made incredibly evident that Samsung is covering something up. Their loophole makes it cut and dry that they can BLAME CUSTOMERS for their faulty hardware. I have found endless posts where people have stated their Samsung Galaxy S phones have the same USB and power-cycling issues. Many of them claimed they received warranty exchanged, but could it be now that Samsung has realized replacing all of these faulty devices would cost them big bucks? Perhaps if I were an incredibly wealthy person with a carefree life this wouldn't matter to me, but like many of you we are a hard-working family with plenty of bills to go around - this has been so degrading and insulting that on top of all of our hardships Samsung has decided to make it so that my father loses out on a device valued at $600, and is paying a $70 per month phone bill with no phone. What happened to honesty and the customer being right?
If anyone else has been ripped off by Samsung feel free to visit this Facebook page:
This report was posted on Ripoff Report on 11/02/2010 08:37 AM and is a permanent record located here: http://www.ripoffreport.com/r/Samsung/Plano-Texas-75023/Samsung-Greg-Crenshaw-Sold-faulty-hardwaresoftware-warranty-loophole-blaming-customer-657596. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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