Morgan Rachel
New member
completely unhelpful, what now? I purchased my Samsung Galaxy S Captivate phone 2 months ago from AT&T, and had no intention of using it outside of my home until I had purchased a proper case. I occasionally removed the phone from the packaging and would browse the internet and then return it safely into the original box.
Due to the phone being so new to the market, accessories such as cases or screens weren't readily available. Before I could even purchase a working case the phone began having hardware issues. It started as the USB port recognizing a the cord as being connected when it was not. This would happen for about 10 minutes at a time, rendering the phone pretty much unusable.
I let it be seeing as the phone was still operational, and I did not want to have to take it in to the store over something so simple. Several weeks later it began developing serious hardware malfunctions. The phone would shut itself off, and then would not turn back on. Once this began I finally decided to return it to the AT&T store where I had purchased it. By this time I was 2 days past their 30 day in-store return policy, so I went through Samsung for my "Warranty Exchange".
It was a long and painful process, but I FINALLY got Samsung to agree and take the phone in for a 'technical repair'. I was so relieved that the phone was finally going to be fixed, and I breathed a huge sigh of relief.
3 days later I received the phone back with a note and e-mail stating Samsung came to the conclusion that I personally damaged the device through 'LIQUID DAMAGE/CORROSION/ABUSE' and that the handset was 'Beyond Economical Repair'. I was speechless, and went straight to AT&T with the phone determined to get a straight answer. The customer service representative at the store took the phone and examined it carefully, then plain as day stated to me "This phone has no liquid damage, abuse OR corrosion. Call AT&T Warranty for an exchange."
At this point I have a complaint filed with the Better Business Bureau against Samsung, and AT&T is currently trying to have me return the phone to Samsung.
This has given me such an incredible amount of stress, you'd think it would be as simple as saying "I was sold a phone that doesn't work through no fault of my own" ... "Well we will replace that at no cost to you".
Anyone have any advice or similar situations to share? Is my next step going to my Attorney General if Samsung does not respond to the Better Business Bureau?
Due to the phone being so new to the market, accessories such as cases or screens weren't readily available. Before I could even purchase a working case the phone began having hardware issues. It started as the USB port recognizing a the cord as being connected when it was not. This would happen for about 10 minutes at a time, rendering the phone pretty much unusable.
I let it be seeing as the phone was still operational, and I did not want to have to take it in to the store over something so simple. Several weeks later it began developing serious hardware malfunctions. The phone would shut itself off, and then would not turn back on. Once this began I finally decided to return it to the AT&T store where I had purchased it. By this time I was 2 days past their 30 day in-store return policy, so I went through Samsung for my "Warranty Exchange".
It was a long and painful process, but I FINALLY got Samsung to agree and take the phone in for a 'technical repair'. I was so relieved that the phone was finally going to be fixed, and I breathed a huge sigh of relief.
3 days later I received the phone back with a note and e-mail stating Samsung came to the conclusion that I personally damaged the device through 'LIQUID DAMAGE/CORROSION/ABUSE' and that the handset was 'Beyond Economical Repair'. I was speechless, and went straight to AT&T with the phone determined to get a straight answer. The customer service representative at the store took the phone and examined it carefully, then plain as day stated to me "This phone has no liquid damage, abuse OR corrosion. Call AT&T Warranty for an exchange."
At this point I have a complaint filed with the Better Business Bureau against Samsung, and AT&T is currently trying to have me return the phone to Samsung.
This has given me such an incredible amount of stress, you'd think it would be as simple as saying "I was sold a phone that doesn't work through no fault of my own" ... "Well we will replace that at no cost to you".
Anyone have any advice or similar situations to share? Is my next step going to my Attorney General if Samsung does not respond to the Better Business Bureau?