I am outraged to discover Samsung won't replace my cell phone due to the port breaking. I own another Cingular Samsung flip phone where the port broke as well. Their Warranty evidently has a loop-hole where a manufacturer defect is blamed on the consumer!
I first called phone repair to ask them what F-84 meant and why this isn't considered a manufacturer defect and how is the port breaking considered abuse. Not one person I spoke with could explain this comment nor understood the technician's decision of abuse and explain how it is not a manufacturer's defect. They transferred me to the Escalation Department Supervisor on duty, Angeli.
She didn't know what F-84 meant nor could she explain anything other than repeatedly reciting to me the all or nothing warranty; once the phone is sent in for repair and is found to be non-repairable, the product cannot be serviced and therefore simply sent back to the consumer. There was nothing she could tell me about replacement of the phone other than writing to Corporate Office. After debating my point for over 20 minutes, she finally transferred me to the ECR Dpt. When I asked her why she didn't do that in the first place instead of telling me to write to Corporate, she told me this was standard procedure. Interesting?
I spoke with supervisor Tiffany, at ECR Department. She mentioned she had just discussed this same problem with another customer. She explained that with the code: F-84, Pad Lifted at Charger Port this is due to the consumer pushing too hard when plugging in charger and is not covered under their warranty. She was informative and pleasant but after hearing my story, said this is Samsung policy and nothing she could do.
I've read other reports on this site and found 2 other dates with people that also spoke with Tiffany at "ECR" with no resolve.
My argument to Samsung regarding this decision, is that people naturally would tend to slightly push the charger into the port if they were having connecting issues and this shouldn't constitute undue stress or abuse to the phone. If doing this for more than several times bends and/or lifts the inside pad, then this indicates the beginnings of the port breaking and should be considered a Port Manufacturer Defect.
What is Not Covered?
This Limited Warranty is conditioned upon proper use of Product by Purchaser. This Limited Warranty does not cover: (a) defects or damage resulting from accident, misuse, abuse, neglect, unusual physical, electrical or electromechanical stress, or modification of any part of Product, including antenna, or cosmetic damage.
I can only state that I have used this phone with proper use and have NOT misused, abused nor neglected or caused unusual physical stress.
I did find Samsung's all or nothing policy which I find quite disturbing with one of the paragraphs that states:
WHAT ARE THE LIMITS ON SAMSUNG'S WARRANTY/LIABILITY?
EXCEPT AS SET FORTH IN THE EXPRESS WARRANTY CONTAINED HEREIN, PURCHASER TAKES THE
PRODUCT "AS IS," AND SAMSUNG MAKES NO WARRANTY OR REPRESENTATION AND THERE ARE NO CONDITIONS, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, OF ANY KIND WHATSOEVER WITH RESPECT TO THE PRODUCT, INCLUDING BUT NOT LIMITED TO:
DESIGN, CONDITION, QUALITY, OR PERFORMANCE OF THE PRODUCT
How is this standing behind their product and offering quality customer service? Any manufacturer that has a defect should be willing to back their product and repair it.
Perhaps this is a story for 20-20or my local news station; How Samsung has conveniently found a "loop-hole" to blame PHONE ABUSE on the consumer instead of doing the right thing by standing behind their product and replacing it because of a port defect! I wonder how many consumers would be calling your ECR Department complaining of the same thing happening to them.
Anybody that knows correct address to send letter please let me know. I have seen other cell phone complaints sent directly to Ridgefield, N.J. and Plano Tn. I was told to send to Corporate at:
1301 E. Lookout Dr.
Richardson, TX 75082
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