New phone malfunctions in 10 days
WEDNESDAY, FEBRUARY 15, 2012 - 19:55
by Che' Az

MU SIEW PENG of Kepong is disappointed that the mobile phone she presented to her husband as a Chinese New Year gift is now causing trouble to the both of them.

“I bought a Samsung Galaxy W as a Chinese New Year gift for my husband on Dec 31 last year. After 10 days of use, he says the phone is no longer functioning,” says MU.

Unhappy with what happened, MU went back to the shop to complain and the staff said they would take a look at it.

“The next day after sending the phone in to be checked, I called the store and spoke to the staff but I was taken by surprise when the staff said that Samsung will not replace the phone with a new one. He said Samsung will only offer to repair it but it would take longer than four or five weeks!” MU says.

Seeing this as a ridiculous answer, MU insists that Samsung replaces the faulty phone with a new one.

“I can’t accept the feedback as it is in Samsung’s policy. I think they should replace the faulty phone since my husband only used it for 10 days,” she says.


EDWARD HOU, the contact centre operations manager of Samsung Malaysia Berhad, says: “We contacted MU two weeks ago and offered her cash refund on the faulty hand phone purchased, and she has agreed to accept it.

“We have also sent her the necessary documents to be filled out and we are now waiting for the documents to be returned so that we can process the refund.”

When contacted MU confirms Samsung Malaysia had contacted her.

“They offered me a cash refund instead of replacing the phone. I can’t say that I am happy about it but I will have to accept it since there are no other options because according to them, the particular phone model is no longer available in the market."