samsung phone fire !!!

[Anonymous]

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.

[jonsie · Accepted solution]

You need to contact Samsung directly as it could well be a manufacturing fault. They will want the phone back for inspection. Deal with them, not O2.

Presumably you have the correct charger and the phone wasn't covered or in a restricted space?

You might want to also check your home insurance for the damage to the carpet and window.

[Bambino]

@Anonymous Here is the Samsung support page:

 http://www.samsung.com/uk/support/category/mobile/mobiledevice/smartphone/

[Anonymous]

Sorry to hear your situation. Follow the advice given by @jonsie & @Bambino @Toby another failure by live chat. They didn't even answer the OP enquiry at all

[Cleoriff]

What an absolutely frightening thing to happen. You do need to contact Samsung to get this sorted. Give them a call first and explain the situation. As said they will need the phone to run investigations. You never know they may need to recall some others if they can identify the cause. I would advise you take a full range of photographs to back up any claim you may have.

[Anonymous]

Also document & photo stamp what has been damaged 

[Curr946]

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@Cleoriff wrote:

What an absolutely frightening thing to happen. You do need to contact Samsung to get this sorted. Give them a call first and explain the situation. As said they will need the phone to run investigations. You never know they may need to recall some others if they can identify the cause. I would advise you take a full range of photographs to back up any claim you may have.

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Holly...

Please follow advice by @Cleoriff 

[Anonymous]

[Anonymous]

[MI5]

I can only support what others have said regarding dealing directly with Samsung but a lesson for all here to not leave any device on charge unattended.