Brand new samsung flip 6 repair

[Joanne79]

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

[caesarome · Accepted solution]

@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

[Joanne79]

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.

[63johnw]

Hi @Joanne79  I would submit a formal complaint. 

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

[Joanne79]

just did one, thank you

[Jom40]

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 

[Joanne79]

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!!

[Jom40]

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. 

[Jom40]

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

[Joanne79]

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

[Jom40]

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

[Joanne79]

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

[PandJ2020]

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.

[Jom40]

hi 

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. 

[Joanne79]

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