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How can I prove to Samsung I didn’t break my phone?

I own a Samsung MM-A920 cell phone. It’s barely over a month old and the screen split in 3 places. Which I find wierd since the only time it travels anywhere is when I head to work. I don’t even carry change in the same pocket as the phone.
I used it in the morning and put it in a cell holder (its like a plush chair) for the day.
On the way home I wondered why nobody had called so I pulled it out. The screeen was damaged so I sent it to Samsung, I paid for the shipping.
So I get a call today explaining: Since they can’t prove who broke the LCD it is MY fault and I need to pay $110 to get it fixed. The phone lives a better life than TomKat’s baby. How do I prove that I didn’t damage the phone and they should fix it without charging me?

Re: I didn’t break my phone!!!

I had the same thing happen to me. I only had the phone about a month & the display came out of it’s socket. I called tech support, they asked what is wrong & I told them I dropped it on the carpet at work & the phone turns on but no display.

The tech on the other line stated because I was neglectful in handling the phone, it voids the warranty. The tech wanted all my info, I didn’t give it to him. They said all you can do is talk to the manufacturer.

My cell phone is a Motorola flip phone. The Cell Provider is Primus Canada, but here is the kicker. The cell phone carrier is Rogers Wireless. I called them, I didn’t tell them, what happened to the phone, but said that I don’t have any display, they said they can’t help me, & gave me Motorola direct.

Explained the situation to the tech, I was given an RMA # that you probably were given as well.

To make a long story short, I got it fixed. Now the key is not to take no for an answer. You have a plan with one of the cell providers, if samsung won’t do anything, goto where you got the phone, if they won’t do anything about it, tell them you are going to cancel your contract because the phone isn’t functioning, & when you signed the contract it was working & that was the reason why you signed the agreement.

It may sound bad, but, if people tell the truth when something doesn’t work, then there is nothing that the company will feel responsible for. But when you state your contract, & that you will go else where, or can I talk to head office, or the manager, if none of these steps don’t work, tell them that you are going to put adds in the paper regarding their warranty services on their products & don’t buy from them, also you will tell everyone you meet not to buy their product, it won’t be long before, they will come to some conclusion.

I work for HP Canada in Tech Support, & we have alot of power to make decisions based on what the customer states, or their needs are.

Do what one of my customers did, don’t hang up until you get the resolve you want, whether it be repaird or replaced, an upgrade or your money back.

There is a saying “The Wheel That Squeaks Gets The Grease”

So Buddy, start squeaking loud until you are heard. They will give in, it is called Positive Customer Service, if you’re happy then you will tell others!!!

I know there is a lot to this but hopefully there is something I listed that may help you in your situation.

Don’t give up, be persistant until you get what you wanted in the first place.

Good Luck

Your friend

Karl Gough

karl.gough@gmail.com

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