CAption:

A Samsung Galaxy Duos.

Dear Claudienne

On Saturday, January 25, 2014 I bought a Samsung phone which began to present challenges as soon as I got home. I have been trying to have this matter resolved with Samsung, the Jamaican dealer and the Jamaican service centre as well as the Consumer Affairs Commission (CAC), but I am getting nowhere.

I see it as a clear case of misrepresentation.

I bought the Galaxy Duos serial number ‘R21DCOWXENR’ for $21,000 from the Samsung Dealer store, B & D Gadgets at Shop 3 Tropical Plaza, Kingston 10.

After loading WhatsApp, the phone immediately became unstable and I began receiving messages that the phone memory was getting low and that I was to delete some data or applications. Shortly afterwards, I starting receiving messages that the device memory was full and that SMS and e-mails could not be delivered. The problem was not resolved even after installing a 4GB mini SD memory card.

I immediately reported the matter to Samsung through their online portal. They responded by January 28, 2014, asking me to contact the local agent to have the phone physically checked. Samsung was unable to advise who the local agent was. However, based on information from B & D Gadgets, I subsequently made contact with Bell Communications who confirmed that I was to bring the phone in.

Due to the challenges of having a newborn and Bell Communications closing on the weekend, I was not able to take the phone in until Monday, February 10, 2014. I returned to pick up the phone on Wednesday, February 12, 2014. Before I left their office I noticed that the problem with the memory was not rectified. I was advised by their technical person that that issue could not be resolved and that I should instead select the option of using the SD card for the installation of applications, as the device had only 170MB of memory.

To my dismay on reaching home and trying to do same, I realised that I still had the problems.

The four problems reported to Samsung and to Bell Communications were:

1. Low/insufficient RAM and device memory

2. Return and Menu keys fail to light in the dark, which makes the phone tedious to use in the dark with no physical keys to guide

3. Incompatibility with BBM for Android

4. Failure to load SMS and e-mails

I would appreciate your help to resolve this matter.

NW

Dear NW

The Manager of B&D Gadgets told Tell Claudienne that you chose that Samsung phone after you determined that it could use Whats App, which is mainly used for texting. However, the phone you chose was very basic and although it could store conversations, the space it would have left for e-mails would be very limited.

We spoke to the Samsung Electronics Latino America (Jamaica Branch) and advised you to send an e-mail to the supervisor outlining your problem.

We note that the supervisor’s reply to your e-mail stated the following:

“As for the units being sold by Samsung, they are made with every person in mind. For the “Tech Savvy” and also for the person who would just like to answer/receive calls and send text messages.

“As I have explained to Tell Claudienne before, we at Samsung Electronics Latino America (Jamaica Branch) have not received any complaints regarding these units. The only query we have received was the memory capacity of the product (yours).

“From the emails I have gathered that you are a “Tech Savvy” person and would like to download a lot of apps on the unit; correct? Before purchasing the unit, were you advised that this type of unit had this low memory and would not be able to do what any of the Galaxy S series could do (1-5)? In your complaints attached I did not see where they have stated this; I am seeing where you have asked if the unit could download WhatsApp and also BBM for Android.

“I am very sorry that the correct information was not stated and that inconvenience was caused. I will escalate this matter to my superiors and contact you as soon as I receive a response.”

On May 21, you informed us that Samsung had offerred you a GT-I8190L unit as a replacement for the GT-S6102B unit you bought, and that you had accepted the offer.

The Samsung Field Service Supervisor said on Wednesday that you should go to the Samsung Experience Store (the dealer) and exchange your phone for the GT-I8190L unit they agreed to give you. You will be asked to sign a disclaimer before the unit is issued to you.

Good luck.

Have a problem with a store, utility, a company: telephone 936-9436 or write to: Tell Claudienne c/o Sunday Finance, Jamaica Observer, 40-42 1/2 Beechwood Avenue, Kingston 5; or e-mail: edwardsc@jamaicaobserver.com. Please include a contact phone number.