My UPS collection - action thread#2

[swee'pea99]

That is unacceptable on so many levels.

Oh, I missed out some of my favourite bits.

Like when they'd confirmed that I had been explicitly told, having explicitly asked, that my phone had been received (it was in the case-records), then followed up by saying that they would contact UPS to see if they had any idea what had happened, which would normally take ten days 'though it can take up to a month', and if UPS couldn't throw any light on it, I'd get to fill in some claim forms.

I pointed out that my brand new phone had malfunctioned after just two months, that they had promised to sort it and get it back to me within five working days, that we were now more than three weeks later, they had no idea where it was, they were now telling me that it 'might be a month' before I even got to 'fill out claim forms', and I asked them whether they considered that an acceptable way to treat their customers. They said there was nothing they could do, because 'that's how the process works'.

I asked to speak to a supervisor, eventually got to talk to one, and after explaining the scenario again, in full, asked her whether she thought this was an acceptable way to treat customers. Like her underling, she expressed her sympathy for my position, offered apologies, but said there was nothing she could do because that's how the process works.

At that point I wrote a letter detailing the full saga and sent it to Samsung. That was nine days ago. They haven't seen fit to reply. I guess it's not how the process works...

 

[threebikesmcginty]

I imagine everyone at Samsung is runnng around in circles and screaming at the moment.

 

[swee'pea99]

Did you buy the phone directly from Samsung or from a third party retailer?

If direct from Samsung, I'd start explaining to them their legal obligations under the Consumer Rights Act. They've had their one opportunity to repair or replace and they ballsed it up. I'd be asking for a refund.

If purchased from a third party I'd be having the same conversations.

When you get your money back go and buy an iPhone...

I probably could go that route, but I'm hoping that now the initial balls-up is past, they'll deal with things competently and I'll have my phone back working properly in the near future. Which would actually be my ideal finale, from this point. I like the phone. And yes, the 'service' has been gobsmackingly bad, but I'm cutting them some slack on account of they're probably a bit preoccupied with things blowing up.

 

[jefmcg]

I probably could go that route, but I'm hoping that now the initial balls-up is past, they'll deal with things competently and I'll have my phone back working properly in the near future. Which would actually be my ideal finale, from this point. I like the phone. And yes, the 'service' has been gobsmackingly bad, but I'm cutting them some slack on account of they're probably a bit preoccupied with things blowing up.

Still, they have messed you around enough. You are well within your rights to demand an immediate replacement rather than waiting on a repair.

 

[Deleted member 26715]

buy an iPhone...

It was all very sensible up to this point.

 

[swee'pea99]

Update: UPS just turned up again. To collect the package they collected yesterday.

 

[jefmcg]

Update: UPS just turned up again. To collect the package they collected yesterday.

Still, they have messed you around enough. You are well within your rights to demand an immediate replacement rather than waiting on a repair.

+1

 

[uclown2002]

@swee'pea99 Any update?

 

[swee'pea99]

Yes...a week after it was collected it came back with a letter saying they'd been unable to duplicate the problem so they'd simply applied the latest updates and here it is. And lo & behold, the problem had disappeared. So, a long and farcical story, but a happy ending.

 

[swee'pea99]

For almost a whole month!

Guess what.

My almost brand new Samsung phone has broken down AGAIN!

 

[classic33]

For almost a whole month!

Guess what.

My almost brand new Samsung phone has broken down AGAIN!

I'd send it back if I were you.

Made to really last these modern phones!

 

[Markymark]

For almost a whole month!

Guess what.

My almost brand new Samsung phone has broken down AGAIN!

Let me count how many times my various, delivered next day without issue, iPhones have broken down.

 

[swee'pea99]

Let me count how many times my various, delivered next day without issue, iPhones have broken down.

Funny thing is, this is the first new phone I've had in 20 years. All my previous phones have been ebay second hand, and I haven't had problem one with any of 'em.

 

[mjr]

Let me count how many times my various, delivered next day without issue, iPhones have broken down.

Yebbut, Apple control everything about them, so they just redefine "broken down" as "normal operation" and expect you to buy apps to fix problems, often with basic phone features like Bluetooth.

 

[Markymark]

Yebbut, Apple control everything about them, so they just redefine "broken down" as "normal operation" and expect you to buy apps to fix problems, often with basic phone features like Bluetooth.

What, eh, who? Owned a number of iphones over the years and never had any problems, nor had to buy any apps to fill in any gaps. All I get is increased powers of awesomness and sex appeal.