- Report: #1337729
Complaint Review: Samsung - Nationwide
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Author Not Confirmed
Why?
Samsung
Nationwide, USA
Phone:
800-726-7864
Web:
www.samsung.com
Categories:
Business Rating:
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Samsung Samsung Galaxy S7 Edge meltdown Nationwide
I purchased a S7 Edge June 26th 2016 from Verizon. On October 29 2016 the phone overheated while on a charger. The charger was a wireless unit that was purchased when I purchased phone. The overheating melted the charger, melted the phone case, damaged the exterior of phone,left the screen with a smokey haze,and left the phone useless. I went to Verizon and together we called Samsung. I was assigned a case # 5115627697. While on the phone with a "dedicated department employee" (we the Verizon store mgr and myself) were told to immerse the phone in a bowl of water. We both questioned this repeatedly. We did as told and immersed the phone. This is documented in my case. I was told I would be called no later than Tuesday November 1 2016. I took my phone and stored in my garage immersed in water as I was instructed because I was afraid of the fire hazard. I did not hear from Samsung on Tuesday the 1st of November. I tried to call on the 2nd of November at 5 pm CST and was told the department was closed . I then called on Thursday Nov 3rd. I spoke with a female name Kiana (sp?) in the dedicated department. I explained my situation to her.She said the original agent had given me erroneous information . That the agent should have never told us to soak the phone. She conferred with her supervisor and I was told she would turn my claim of $985.17 over to the insurance part of Samsung and request expedited payment and that I should receive payment no later than 11/9/2016. I called on Friday 11/11/2016 and explained to Rachel (dedicated supervisor) that I had not been paid. She then read through my notes and saw everything I was telling her was true and accurate. BUT I shouldn't have been told to put phone in water and Kiana gave me bad info when she said she would pay me ! Samsung wants my phone back.....it sat in water for days, what do you think it is going to look like ??? My claim will be denied for water damage. But I was told by a Samsung employee to do so. I will not send my phone till I am compensated for it.I was told by Kiana to throw the return box away as the phone could not be shipped in it anyway due to leaking fluids (water and battery). She said I could dispose of the phone locally. Even telling me Verizon has a waste service that could pick it up. I am asking you for prompt,immediate payment in the amount of 985.17 an itemized bill from Verizon and photos are included with my claim. I hope I do not have to retain an attorney to settle this issue. According to a recent post made by yourself customer loyalty is earned not given.
