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.

[MI5]

Looks like an S3 so I guess well out of warranty but no excuse for exploding anyway.

[Anonymous]

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.

[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.

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I hope by now you have contacted Samsung @Anonymous?

[MI5]

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?

[Anonymous]

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. 

[jonsie]

Was the phone giving any overheating issues before the fire or the battery draining rapidly?

[viridis]

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.

[Martin-O2]

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. 

[viridis]

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.

[Martin-O2]

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!