Complain about a product or service

Samsung Glyde

Patricia of Pretoria, South Africa July 31, 2009

I was due for my upgrade with CellC and requested a Samsung U700 phone, which I received very speedily, the initial service was excellent. I had the phone and in the first week started experiencing problems with the phone hanging, freezing, battery warming up excessively, etc and the scroller was sticking (clicking and hooking) and not working properly, the one minute I was walking with the phone in my hand and the next minute I noticed something silver rolling in front of my feet, I stopped to see what it was and noticed it looked like the scroller, upon inspection of the phone in my hand I noticed it was missing (I picked up all the parts I could see, and then I contacted CellC and they assured me that due to it still being within the warranty period they would send the courier company to collect,

I followed up a couple of times, but they never pitched, it was suggested by the Call Centre that I take the hand set in to IXIA in Midrand as they are the accredited repair shop utilised by CellC, close to me, which I then did. While the phone was in with IXIA I received a mail stating that the phone had serious issues and needed to return the phone, I stated that this had already been done and it is with IXIA Midrand.

On the 17th of September 2007 I received a quotation for repair to the value of R655.44. When I contacted them they stated it was because of user abuse, I stated this was incorrect and they can analyse the phone properly, I mentioned all the issues up front to CellC prior to the scroller falling off and it does not warrant me paying for a faulty phone that I received. IXIA told me to take the matter up with CellC, which I did. They then ensured me that I would not need to pay, this is when the fun started.

It is now July 2009 and I have still not received my phone back. CellC at a stage told me that the company went into liquidation and the phones are lost, but if I can provide them with proof that I did hand the phone in to IXIA they would replace my handset for me. I have spoken to various individuals within CellC and the latest in January 2009 was that gentlemen called Philip's supervisor Justin would make the call. (I am still waiting for a response).

I also contacted the Communications and Complaints divisions (Head Office). This individual said she would immediately look into the issue and get back to me, this was in March 2009, and once again I am still waiting.

This to me is totally unacceptable as I have been duly paying for my so called upgrade every month as required, and I have had no additional benefit what so all out of this contract. It feels like they have stolen my phone and maybe I need to lay a charge of theft against CellC (not what I would like to do).

Erin of Shirley, NY May 6, 2009

I purchased a brand new phone and the keypad got too hot after 10 mins of use. I called my service provider and was told it was a warranty repair because it was a manufactures defect. So, I had to hold onto this phone for about a month because I didn't have a replacement at the time. During this period, the LCD got damaged. I was told by a repair shop that the keypad may have melted it.

Samsung refuses to repair the keypad stating that because of the LCD damage, the phone is now out of warranty even though they knew about the keypad problem. I think it's great how a company can promise to back up their products but not honor a defective one. I think I should get the keypad fixed under warranty. I don't care about the LCD, I just want the defect in my phone fixed. I don't even care if they gave me a new phone! I can't believe that a company would let it's customers down by not wanting to take responsibility for it's defective merchandise, especially this day and age when it's so hard to make money.

I was also told by the Samsung repair guy, when I called the first time, exact words, "If there is any damage not covered by warranty, they will send you a notice regarding payment. You may choose not to have it fixed. If there is any damage/defects covered by warranty, they will repair it without needing your consent." After I explained this to the "manager" of their ECS department, she said that she cannot back up what her reps say because that is not their policy. She then told me to ready my warranty, which of course I did, and no where does it state that they will not fix warranty repairs/defects if there is out of warranty repairs as well. I simply asked that they show me in writing that they do not repair defects if there is damage to the phone and they could not produce, simply stating their generic warranty statement.

I just want my keypad fixed. It's a defect and it's under warranty. It shouldn't even be a question of warranty or not, it's a manufactures defect! They should be calling me to fix it.

rick of Bowling Green, OH April 30, 2009

I paid 225.00 for a Samsung Glyde cell phone. From day one i had problems. This is a touchscreen phone and does not work. I have had it reprogrammed, looked over by a tech, nothing has fixed this phone's opperation. the screen freezes up, doesnt push the button you touch on the touchscreen, you go to answer a call and hit answer and the ignore button flashes and cuts the incoming call off. Just terrible. I spent a lot of money and in return i have an unusable piece of garbage. STAY AWAY FROM SAMSUNG PHONES!

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