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samsung phone fire !!!

Anonymous
Not applicable

Thiis morning at 5am ish i was woken up by a crackling sound to my horror my phone was sparking smouldering. just before i was about to lift it the battery popped and burst into flames. the phone is now completely ruined and i have burns in my carpet and it has melted part of my bedroom window. there was no prior warnings and the phone was in good condition. This happened at 5 am in the morning and if i had not woken up i would not be here now asking for advice. i contacted your chat service today and ive got to be honest i should just have spoken to a lettuce. all the operator was saying was "we'll send you a new simcard" and " you will have to buy  new handset" !!! i'm going to have to replace the carpet and the part of the window tats melted so my last thought is buying a new phone !!!! he said id get my sim card for free..... i dont think he was taking my complaint seriously......

 

where do i stand on this? im fuming and im shaken by wat could have happened.

 

Message 1 of 48
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MI5
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Looks like an S3 so I guess well out of warranty but no excuse for exploding anyway.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

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Message 21 of 48
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Anonymous
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its an s3 yes, ive only had it 6 months. all was in a box and with everything it should have. i'll get photos of the charger cable today. im so angry, this shouldnt happen to anyone. ever.
Message 22 of 48
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Cleoriff
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@Anonymous wrote:
its an s3 yes, ive only had it 6 months. all was in a box and with everything it should have. i'll get photos of the charger cable today. im so angry, this shouldnt happen to anyone. ever.

I hope by now you have contacted Samsung @Anonymous?

Veritas Numquam Perit

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Message 23 of 48
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MI5
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Well inside the warranty period then for you if you had it new 6 months ago, but it must have been sitting around for a long time.
There were issues a while back with swollen batteries but these should all have been replaced - maybe yours missed the recall?
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
Pixel 7a (O2 & Lyca), One Plus 6 (Sfr), iPhone 12 Pro Max (Vodafone)
Message 24 of 48
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Anonymous
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samsung are calling me between 11.30-12 today. the battery as far as im aware was new. it was in a wrapper on the box. 

Message 25 of 48
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jonsie
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Was the phone giving any overheating issues before the fire or the battery draining rapidly?

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viridis
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This is well beyond my remit on here, can only echo the advice given. Good luck with all this as, no, this shouldn't happen.
Message 27 of 48
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Martin-O2
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Sorry to hear what happened with your phone battery @Anonymous At least no one was hurt during this. 

 

Please post an update too let us know how your conversation with Samsung turns out. 

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Message 28 of 48
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viridis
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To be honest @Martin-O2 I think yourself or @Toby should be feeding back the sheer lack of professionalism shown by chat staff, and I quote "we'll send you a new simcard" and " you will have to buy new handset"
If this customer went to the press and not come on here, those comments from O2 agents would become a pr nightmare for O2 with its staff showing such lack of empathy and also I'm pretty sure exploding phones would be covered by warranty as a faulty device.
We all know, it's actually O2's problem, the op has a contract of sale with O2. We're just cutting out the middle man by recommending Samsung direct, but O2 staff on chat need to be re-educated, because, no, the op wouldn't have to buy a new phone. A phone provided six months ago exploded and could have killed someone if the fire spread.
Message 29 of 48
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Martin-O2
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That's a good call @viridis I'll make sure that feedback on this chat session is collected and passed along. 

 

Thanks for the suggestion! 

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Message 30 of 48
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