topic Re: Brand new samsung flip 6 repair in Sky Mobile

Brand new samsung flip 6 repair

Joanne79 — Thu, 28 Nov 2024 13:07:43 GMT

I got a brand new Samsung Flip 6 phone from Sky in August 2024. At the beginning of October, the internal touchscreen stopped working out of the blue. The phone has never been dropped and has never had any liquid damage.

I contacted Sky for the warranty, and I was asked to send the phone to Ingram Micro in Norwich. it's been almost a month and no contact from anyone yet, i'm left paying for a phone i do not have access to, a contract i cannot use. and no matter who i contact at Sky i get ignored or told they will raise a ticket.
Now I'm going on holiday in nine days, and I have the feeling I won't have a phone by then.

what can i do?

thank you

Re: Brand new samsung flip 6 repair

caesarome — Thu, 28 Nov 2024 13:10:20 GMT

@Joanne79

If there is a fault then it will need to be sent off either via Samsung or Sky so this is the process:

https://www.sky.com/help/articles/sky-mobile-phone-or-tablet-repairs

Re: Brand new samsung flip 6 repair

Joanne79 — Thu, 28 Nov 2024 13:13:08 GMT

Hi,

The phone was sent to Ingram micro almost a month ago. that's why i try to get some help, no contact from sky for almost a month since the phone has been received by them.

Re: Brand new samsung flip 6 repair

63johnw — Thu, 28 Nov 2024 14:16:06 GMT

Hi @Joanne79 I would submit a formal complaint.

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Brand new samsung flip 6 repair

Joanne79 — Thu, 28 Nov 2024 15:23:38 GMT

just did one, thank you

Re: Brand new samsung flip 6 repair

Jom40 — Wed, 04 Dec 2024 18:45:51 GMT

oh my goodness. my Flip 6 did exactly the same thing. not dropped or no liquid damaged. I sent mine off on 9th November they received it on the 11th. there's a note saying they are waiting for a part which has been on there since the 13th November!! I've demanded that the repair team call me and tell me whats going on. they tried to call this morning but I was at work!! hoping to hear something soon.

ive had to use a Samsung s9 in the meantime which is 2/3g so Internet access disappears as soon as I leave the house!

Hope you hear something soon

Re: Brand new samsung flip 6 repair

Joanne79 — Wed, 04 Dec 2024 20:23:21 GMT

Yeah, the same. It's " waiting for parts." Last week, I went to Samsung support, and Samsung UK got all the parts available. I think it's Ingram Micro taking their sweet time because they tend to overcharge customers, and from the reviews I've seen of them, they scam their customers.

my 2 cents, they overcharge Sky for their service so they take their time.

meanwhile, im out of a phone and it penalises me and my business, and on the 7th i'm going in holiday without a phone, thank you SKY and Ingram!!

Re: Brand new samsung flip 6 repair

Jom40 — Wed, 04 Dec 2024 20:49:48 GMT

when I first reported it they said they could do it or send it to samsung and I stupidly thought sky would be easier as didn't have a Samsung store nearby. Definitely regret my decision if I hear from ingram I will let you know what they say!

if this is a common problem surely they should know how quickly to fix it. since looking on here I've seen 2 posts about the phone glitching the same as ours! glad it's a phone fault and not a me fault if that makes sense. hope you hear something before you go away.

Re: Brand new samsung flip 6 repair

Jom40 — Fri, 06 Dec 2024 17:07:12 GMT

have you had any response to your complaint? I'm talking to sky now and just going round in circles. so fed up!!

Re: Brand new samsung flip 6 repair

Joanne79 — Sat, 07 Dec 2024 21:24:11 GMT

No, someone arranged to get a manager to call me, never happened. Went back on chat, they elevated the complaint, it's 2 times, at that rate will need a plane to reach them if they keep elevating with no results. A joke

Re: Brand new samsung flip 6 repair

Jom40 — Sat, 07 Dec 2024 21:38:35 GMT

yeah mines being elevated apparently. it really is a joke!

New flip 6 unrepairable, offered a refund but only for 1 month

Joanne79 — Sun, 15 Dec 2024 17:36:56 GMT

I bought a brand new Samsung Flip 6 in July and have paid 5 monthly so far, but it was returned on November 1st for repair.

Now the phone appears as " undelivered" on my account, i have made 5 payments for it, and now are offering to swap it for the same phone but new, but i don't trust the design anymore, or a refund.

They are only willing to refund 1 month on it, knowing that i already paid twice since i sent it back for "repair" and they now acknowledge the phone is defective and unrepairable, shouldn't they refund the 5 months i paid for it?

it's a purchase, not a rent as far as i know.

i feel like gatting the ombudsman and trading standards involved.

Any help appreciated

Re: New flip 6 unrepairable, offered a refund but only for 1 month

PandJ2020 — Sun, 15 Dec 2024 17:46:46 GMT

As it's less than 6 months old then the fault is assumed present at purchase. (The onus is on the retailer to show otherwise - such as you've dropped it, immersed it in water etc.)

You have to give the retailer the opportunity to either repair or replace. You are not automatically entitled to a refund after 30 days.

Re: Brand new samsung flip 6 repair

Jom40 — Sun, 15 Dec 2024 17:49:32 GMT

where does it say undelivered on your account?

I spoke to them Friday and at first they were going to send a stock phone which had either been repaired or sent back unused. but they were struggling to find the stock and I said I don't mind a new phone being sent..5 minutes later they said they were going to send a new phone and I should get the tracking details in a few days. we haven't discussed compensation yet they said they'd call me once I get a phone.

I haven't sent a complaint in yet.

Re: Brand new samsung flip 6 repair

Joanne79 — Sun, 15 Dec 2024 17:54:06 GMT

in my mobile account, the list of devices i own or owned. #

Re: Brand new samsung flip 6 repair

Jom40 — Sun, 15 Dec 2024 17:59:01 GMT

doesn't say anything like that on mine yet. hope this gets sorted before Xmas for both of us. its been 5 weeks for me so far!!

Re: Brand new samsung flip 6 repair

Joanne79 — Mon, 16 Dec 2024 10:19:45 GMT

Ok, so now they finally agreed to refund all the payment made since i have returned the phone, so i can order a different one ( i don't trust flip 6 design no more), so i left at that last night.

I checked my account this morning to see if anything has been done yet, and guess what, my mobile account show as " suspended"

i don't understand, seriously.

Re: Brand new samsung flip 6 repair

Jom40 — Mon, 16 Dec 2024 10:23:59 GMT

hopefully that means they're processing the refund for you. I'm still waiting to hear from them. if I haven't heard anything again today I'll be messaging them again!!

Re: Brand new samsung flip 6 repair

Joanne79 — Thu, 19 Dec 2024 12:34:37 GMT

LOL, they can't even manage their own services

1: i got told they would refund, and cancel the contract so i could order a different one.

2: Meanwhile, I received an email from Ingram confirming that the repair has been done and sending me backflip 6.

3: Sky backtracked on its proposition and gave me £50 compensation for the long wait and my complaint.

4: As for Ingram, for the past 2 days They have booked a DPD to return my phone, but still have not sent it.

Ingram Micro are utter joke.

Re: Brand new samsung flip 6 repair

Angcam — Fri, 20 Dec 2024 07:23:59 GMT

I have the same issue and the phone has been with Ingram and no updates.