So last week, I decided to send my device in for a repair, as I dropped my phone twice on hard concrete and there were dents and scratches on the side metal frame of the phone. Here's the Samsung customer rep acknowledgement:
Action: Raising SO
Nafis Ahmed [ 2184003898 ] 12.06.2016 15:45:48
Query: Customer states there are deep dents and scratches on the metal
frame/bottom of hisdevice. Would like device in for repair.
It was a smooth experience, UPS came to collect, box provided, simple. I notice it is being sent to a "A Novo UK LTD", so maybe Samsung outsource their repair work? I didn't think much, as it's Samsung, I should rest assured that it is to be trusted. Then came the email from the "engineer" quoting a £207 repair charge and a suspicious picture:
I was shocked. First, that scratch was NOT there before. Second, which part of the phone is this? My phone is black s7 edge. Now this scratch is far from what my phone had, I clearly described it to be on the metal frame of the side phone. So I quickly emailed Samsung, and they replied saying they stand by what the engineers said.
Now I have an extra scratch on my phone, and the sad part is, I did not take pictures before sending to proof, only my description of the damage that I wanted repaired.
What can I do? Any advice would be appreciated!
Action: Raising SO
Nafis Ahmed [ 2184003898 ] 12.06.2016 15:45:48
Query: Customer states there are deep dents and scratches on the metal
frame/bottom of hisdevice. Would like device in for repair.
It was a smooth experience, UPS came to collect, box provided, simple. I notice it is being sent to a "A Novo UK LTD", so maybe Samsung outsource their repair work? I didn't think much, as it's Samsung, I should rest assured that it is to be trusted. Then came the email from the "engineer" quoting a £207 repair charge and a suspicious picture:
I was shocked. First, that scratch was NOT there before. Second, which part of the phone is this? My phone is black s7 edge. Now this scratch is far from what my phone had, I clearly described it to be on the metal frame of the side phone. So I quickly emailed Samsung, and they replied saying they stand by what the engineers said.
Now I have an extra scratch on my phone, and the sad part is, I did not take pictures before sending to proof, only my description of the damage that I wanted repaired.
What can I do? Any advice would be appreciated!