RP
Robin P

1 reviews | Active since Feb 2020

04 Feb 2020, 10:16

Samsung A50 water damage

I purchased an new cell phone activated on 08-04-2019. My previous phone was a different brand which was selected for its waterproof specification. The choice to change to the Samsung was based on its specifications. The lack of waterproofing taken into consideration. When the unit was collected from the store, the package was opened in the store, a protective cover, and a protective screen saver were installed, by the Samsung rep who happened to be in the store at the time. (This phone has been seriously looked after) About 2 weeks ago the phone reported that it was overheating, and was shutting down certain apps. About a week ago the phone refused accept a charger, showing an overheat screen. The phone was booked into a Samsung smart care centre under warranty. The booking in procedure was quite intensive. The protective cover was removed, the screen saver was removed ( it had cracks in it). The screen itself was visually check for any damage. The unit was photographed numerous times. The report generated stated that there were "black scratches", as the only visible signs of abuse. The phone was in near perfect condition visually. No signs of liquid externally The Samsung smart care centre has sent me a quotation, quoting "liquid damage" as the cause, thus voiding the warranty. They have sent me photographic evidence of the internals of the phone, where it is clear that water damage has occurred. I have to accept that it is in fact my phone that they photographed. The quotation basically says they have to replace numerous components, which is quite costly. I am extremely disappointed in this product, bearing in mind that I have had cell phones from just about the introduction of cell phones to this country, and this is the first brand that has ever left me this dissatisfied.

0
Replies (5)
Samsung South Africa
Samsung South Africa's reply04 Feb 2020, 10:18
Official
Good day Robin,
 
We have noted your concerns and your query has been escalated to our Voice of Customer team. We will provide you with a reference number shortly. 
  
A senior customer service executive will contact you with further advice on this matter. 
 
Regards, 
SamsungSA:^TM
RP
Robin P's update05 Feb 2020, 10:34
Reviewer Update
My review posted at 10:16.
Samsung promptly rep**** at 10:18 saying they have noted my concerns...... (I presume they have an automated reply system.
The next reply arrived at 10:39. I now have a ref no. A senior customer service exec will contact me.....(also an automated reply I presume)
Then nothing...
RP
Robin P's update05 Feb 2020, 12:52
Reviewer Update
Samsung did contact me to say that my review has been sent to the correct dept, and they would contact me within 24 to 48 hrs. (very polite person)
RP
Robin P's update11 Feb 2020, 12:47
Reviewer Update
Final outcome :-
Samsung sent me an official final response, basically saying that because the phone was water damaged, the warranty was voided. If I wanted the unit repaired I would be liable for the cost of repair, which in my instance was quoted as R4262.00. ( A new phone is R5500.00)
I took the unit to my local cell repair shop, they fixed it - Total cost R450.00.
Will I purchase another SAMSUNG product ????

RP
Robin P's update18 Feb 2020, 10:45
Reviewer Update
7 days later and my cheap Samsung fix is working perfectly...