I bought my phone (Samsung i760) on Feb 19. Less then 6 months later, the phone began to experience horizontal lines going through the touch screen portion of the phone. My phone is still under full warrantee per the agreement signed when I bought the product. I called Samsung customer service and explained to them the problem as follows:
Over a period of a few weeks, the phone started getting these horizontal lines which affected my viewing. I would shut off the phone for a few minutes and turn it back on and the lines would go away. It was almost as if there was some sort of short circuit when the phone would get hot from a lot of use. A few weeks later, the phone became unusable because of these horizontal lines. So, I called Samsung to obtain a RMA number to ship out for repair. Before it shipped out, I inspected the phone and made sure there wasn't any unusual marks or indents on the screen. It was perfect. I packed it in bubble wrap and put it in a box to ship to Samsung. When Samsung received it, they inspected it and classified it as "physical damage" and as a cracked LCD which was caused by "pressure". I explained to them that when I sent the phone to them, there were no cracks or pressure points located on the phones touch screen. They spoke with their "service technicians" and they told me still it was caused by physical damaged, which I had assured them it was not. I again told them this issue happened over a period of several weeks which I told them in the beginning. I spoke with Executive Customer Relations about the issue asking to file a damaged claim with UPS, which was the shipping provider that was provided to me. "Tiffany" was the ECR person I talked to, and she said no, she will not do that.
From the time I sent the phone out to the time the phone arrived, the phone must have received damage from the shipper, which Samsung is now claiming voids my warrantee for repair. Samsung won't even make the effort to file a claim with UPS to recieve compensation for the cost of the repairs.
Since speaking with them about this, i have filled a report with the BBB in hopes of recieving some sort of benefit seeing as how the shipper must have been responsible.
I vouch to never purchase a samsung product ever again. Their customer service is horrible, they are loud and rude and provide no useful help. My business has switched from Samsung to Palm.
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