Samsung

[jordanr91]

Ok, this is going to be rather long winded so please bear with me, I dont mean to sound like a moan or a complainer which i am definately not, I have always found you have been able to solve any issues I have had before, and hope that this may continue. This is my 4th official year as a customer (having held contracts via my parents prior to being 18) and see myself as being a loyal customer, something wihch isn't so common in the fierce competitive market which we currently find ourselves in.

I received my new phone on the 30/4/12. Less than 2 months ago from today.

At this point, after about 2 days when my phone ran out of battery, i took it back to the store, i advised i was having battery and USB issues as it was INTERMITTENTLY charging. I was advised "there is an OTA update available for your phone, try installing this and give it another while to see if it continues" (Im not sure if these conversations are logged along side my account, the girl did do some typing on her computer when i spoke to her in store as well as taking all of my details, but if they are this conversation will be plainly seen for all)

I accepted this, as my old blackberry used to be fixed 90% of the time with software updates as opposed to hardware and took it home to action their advice.

To be fair, the frequency of this did seem to decrease, but has been absolutely infuriating at times.

As the frequency of this increased again, i took my phone back to the store on the 8/6/12.

I then received a call from vodafones repair centre advising it would be £100 to fix the phone, as physical damage was caused to the phone.

Now 1. This issue was present when i received the phone

        2. my phone is my baby, im hardly going to ram a screw driver in it to purposely/unpurposely break it

Now, on research of this issue i have found that this is a COMMON ISSUE in certain handsets, and Samsung have issued specific advice regarding it

http://crave.cnet.co.uk/mobiles/samsung-galaxy-nexus-owners-report-battery-problem-50006595/

This is the issue which has been acknowledged by the press

http://code.google.com/p/android/issues/detail?id=23789

This is the google issue tracker, in which the battery and USB issues are described again.

Without going into the issue that some websites can fix this exact issue for £30, I feel that this should not be my responsibility to fix the phone. I've sent an email to customer services to receive 3/4 replies, all by the looks of it sent from an offshore department giving me the same generic reply using atrocious English and grammar, I dont see myself writing 100% perfect but everybody has tolerable limits to read. I understand i pay Vodafone for my contract, i.e my minutes, data, etc etc and not the phone, i also realise that Vodafone is not Samsung and therefore is not reponsible for the actual manufacture of the phone and act as a go between.

To be told in these emails that i should have came into store within 7 days of my cooling off to have the phone returned is a punch in the face, i did exactly this and took the advice of your always helpful staff at the Glasgow Fort store. So im now being punished for being patient and not losing my temper at a suggestion of what to do and not accepting anything less than a replacement at the time?

What i expect as a customer from this is that either;

My phone is repaired and returned to me as soon as physically possibly with no charge

or

My phone is replaced under the warranty and advice from samsung

I personally do not mind which of these it is, but i am getting to the end of my tether understandably from this constant hassle of going back and forth to try to get a fairly straightforward issue fixed.

I've also sent the same issue to the customer relations department addressed to the customer relations manager Stefan Langkamp, and hope to get a better, more personal response from his department which should hopefully be tomorrow (18/6/12) as a usual turnaround of 48 working hours was suggested.

I hate to again sound like a typical complaining, unreasonable customer but i would be looking to raise this to the independant ombudsman if this issue cant be resolved as described, I have already contacted trading standards regarding the issue.

Thanks for taking the time to read this issue, and hopefully assisting me in resolving the matter.

Kind Regards

Jordan Renwick

[Welshman1982]

Your best bet would be to get your phone back from the Vodafone Repairs Team (in the same condition as you sent it to them without paying for any work to be done) and contact Samsung yourself to see about Samsung doing the repairs under the manufacturing warranty.

If you were to pay the £100 to Vodafone, there's no guarantee you'd get your original phone back. You may end up with a refurbished one and find that it has the same faults which you detailed as it's somewhat of a common issue.

You won't get a brand new phone unless your within your first 7 days of your contract.

I had a Motorola Defy with a few common faults and the first thing I was told was that the udate would fix it. Unfortunately, the android update in question took over 6 months + to arrive and when it did it created more faults than it fixed.

I sent mine i to Vodafone for repair and had a refurbished one back. After it was updated, it too had the same faults as the first one. I gave up in the end and bought my own sim free handset.

Hope this helps,

Regards,

Welshman

[jordanr91]

Thanks mate, really infuriating that the whole "7 day" card is played when it was raised well before this point.

I've contacted Samsung as well so hopefully somebody will fix it, especially with it being renowned as being an issue.

[Welshman1982]

No worries. If I were you I'd stick to my guns and insist on getting your phone back from Vodafone and go the Samsung route.

As it's a common fault you'd have thought they'd (Samsung) have to fix it for free.

Regards

Welshman.

[jordanr91]

Can somebody from Vodafone look into this? I have given up with the standard offshore reply team who are replying to my emails I'm going round in circles and it's a waste of time for all parties involved

[jordanr91]

I know your correspondence team are trying to do their jobs but they are adding fuel to the fire now with this issue. The customer service is appallingly bad, the replies I get are typed with bad spelling and grammar and are copied and pasted. I've received the same copied and pasted sections from no less than 5 advisors. I'm going to cease speaking to them now as its not progressing the issue any further, sadly customer relations have still to get back to me and nobody has replied on this so I'm still in the same position, phone is still in the repair centre, no repair has been sanctioned.

[Lee · Accepted solution]

Hi there jordanr91,

Thanks for your posts.

I've just had a word with Stefan's team and they are placing notes on to your account with the options that are available for you.

If you could give them a call on the number I've sent in a private message to you they'll be able to help further.

Cheers,

Lee

[jordanr91]

Glad this has been hopefully resolved.

[Lee]

Hi jordanr91,

Thanks for the PM.

If you have a spare minute I'd really appreciate your thoughts on how I've handled your query today - eForum Survey

Cheers,

Lee