HTC and Nokia get on Santa's nice list while Samsung is getting a lump of coal

HTC and Nokia get on Santa's nice list while Samsung is getting a lump of coal
Habib Tannazi wanted his HTC Amaze 4G back. This was his second unit, with both models turning into bricks. The first time, WIND Mobile replaced his phone with a new HTC Amaze 4G after three months. The second time, he was forced to put up a $60 deposit for a loaner. When he heard that the cost to repair his second Amaze 4G would be $450, Tannazi decided just to return the loaner, get back his deposit, take back his broken phone and move on.

When Tannazi got to WIND to return his loaner, he was told that it had already been returned and the deposit given back in cash. Apparently a young WIND Mobile employee had entered in the system that the loaner was returned and pocketed the $60 deposit. And incredibly, when Tannazi confronted the rep who stole the money, he was asked if he could come back next week so that the employee could give him his $60 out of his next pay check. And then he was told the most amazing news of all. He couldn't get his broken phone back because no one knew where it was. Not wanting to pay $300 for a phone that was lost, Tannazi called customer service and was told to see if a deal could be worked out so that the employee who was handling his phone at the store would pay off the balance. Right.

Thoroughly frustrated, Habib Tannazi sat down and wrote out a long post on Reddit, and that is when a holiday miracle took place, one that they will be talking about for hundreds of years for a few weeks. Someone at HTC's PR firm read the Reddit message and...get this folks...sent him an HTC One for free. This is how you do the right think in a faceless world of huge multinational corporations. Kudos to HTC for taking the initiative to make things right. And this is the sort of thing that doesn't happen by accident. A company has to be ingrained with this type of thought process from the top down. 

The next story also has a happy ending, although not for one well-known Korean OEM. Last week, Richard Wygand of Vancouver woke up only to notice the strong smell of an electrical fire. He sees that the source of this is his Samsung Galaxy S4, burned beyond repair. The charger that came in the box with the phone had overloaded the lithium-ion cell inside the device, which came perilously close to starting a fire. When Wygand contacted Rogers, the carrier told him that the best thing to do would be to contact Samsung directly. Samsung asked for video evidence of the incendiary incident, and the video ended up on YouTube where it received 1,000,000 views.

In a letter to Wygand, Samsung agreed to give him the replacement he was owed for his charred Galaxy S4, with the proviso that he remove the video and stop talking and publicizing the incident. He refused to sign the letter and even posted a second YouTube video which also hit 1,000,000 views. Samsung finally sent him a phone, which he turned down, and the whole experience put the Korean OEM on Santa's naughty list.

But once again, a holiday miracle took place. Nokia, taking advantage of the situation, sent Wygand a brand new Nokia Lumia handset, which he did accept. Kudos here to Nokia.

We can see you gently wiping that tear away. We know that Nokia has done this kind of thing before. Back in October, we told you how it sent a Nokia Lumia 1020 to filmmaker Casey Niestat after Apple stole his footage about people waiting in line outside of Apple Stores before the launch of the Apple iPhone 5s and Apple iPhone 5c. As for HTC, let's hope this kind of good will continues even when the holiday season comes to an end.


source: Reddit, @ghostlyrich via MobileSyrup

Related phones

Amaze 4G
  • Display 4.3 inches
    960 x 540 pixels
  • Camera 8 MP (Single camera)
    2 MP front
  • Hardware Qualcomm Snapdragon S3, 1GB RAM
  • Storage 16GB, microSDHC
  • Battery 1730 mAh
  • OS Android 4.0
Galaxy S4
  • Display 5.0 inches
    1920 x 1080 pixels
  • Camera 13 MP (Single camera)
    2 MP front
  • Hardware Qualcomm Snapdragon 600, 2GB RAM
  • Storage 64GB, microSDXC
  • Battery 2600 mAh
  • OS Android 5.0 Lollipop

FEATURED VIDEO

84 Comments

84. supa_dupa

Posts: 80; Member since: Dec 21, 2012

Poor Gnusmas...

80. JMartin22

Posts: 2426; Member since: Apr 30, 2013

This article is cherrypicking one individual's personal experience with a company, and I don't even know why they have the audacity to post something like this lol... I guess in the interest of fairness, they need to go post articles about the poor customer experience stories that one buyer for each OEM has. Even the all-mighty Apple.

70. GrapeEyes

Posts: 248; Member since: Sep 01, 2013

66. Antonyjoseph

Posts: 217; Member since: Apr 06, 2013

Samsung made a mistake in asking for video proof. They could have send a local sales guy to confirm it first hand and then personally apologised and handed over a new phone. I agree that you have to confirm these things but it should have been done with more finesse.

74. 14545

Posts: 1835; Member since: Nov 22, 2011

Yeah, there is no doubt that Samsung screwed up the handling of this. Actually, if Samsung were smart they would have sent him a prepaid label and box to send the device to them to find a root cause of the incident. However, they should have already included a new device in the original response with an apology. Also, when something like that happens, you don't pretend like it didn't. You do your best as a company to make sure it doesn't happen again. However, I have no doubt that Apple would have handled this in the same regard, unlike their sh3ep above seem to want to ignore. I mean they have had numerous incidents of people being electrocuted and stuff and instead of fixing it their response is to have you pay more money for their chargers and act like it isn't their fault.

56. JakeLee

Posts: 1021; Member since: Nov 02, 2013

Sammy always tries to silence the customers when something like this happens. - A company policy. Besides, I'd also refuse another GS4 replacing a GS4 that almost turned my house into ashes, literally.

67. VZWuser76

Posts: 4974; Member since: Mar 04, 2010

OK, so how are they any different from any other company in that respect? All these companies deny & ignore until they can't, then do the right thing when forced. This article is mainly about an astute PR person at each company who saw an opportunity for good publicity. As to your second thought, like I said they could've put them on eBay or craigslist. They didn't have to use the replacement, sell it and buy something else. But to say that because a GS4 almost burned down your house, and the next one would do the same? How many GS4s are out there, and how many burned up? This was a fluke. I had a laptop burn up before, doesn't mean the company was crap. But you do realize that there is the potential for this any time you use electricity. The guy states he's been using it the same and never had a problem, but all it'd take is something in the charging port to short things out, or something getting into the end of the charging cable itself.

73. 14545

Posts: 1835; Member since: Nov 22, 2011

Antenna gate anyone? Some people are so retarded.

78. JakeLee

Posts: 1021; Member since: Nov 02, 2013

To my knowledge, there are many companies that would have sent some of their higher ranked personnel to apologize in person and investigate such a serious incident. Asking the victim for a video proof is arrogant, and requesting the removal of the YouTube video in return for a replacement is almost criminal. My Korean buddy is telling me that Sammy has been that way all the time along in Korea. There are two companies I absolutely avoid : Sammy and Olympus. What do they have common? They both hit the back of my head with their after sales policies. - Is a product bad? I made a bad decision. - Is a product defective? Bad luck for me. It can happen to anyone. - Is the customer service bad? WTF Sammy backstabbed me with ditching the original GS1 with 2.3, and Olympus refused to replace/refund my defective digital camera out of the box. You US people can refund pretty much everything recently purchased, but Olympus had such a sh*tty policy in my country.

79. JakeLee

Posts: 1021; Member since: Nov 02, 2013

The carrier is also to blame. They should have contacted Sammy and requested professional investigation since it was such a serious incident and not a simple customer satisfaction case. Sammy listens very carefully to the carriers.

54. VZWuser76

Posts: 4974; Member since: Mar 04, 2010

I guess I don't really see what Samsung did was so bad. When contacted, they asked for proof that the phone fried. What's wrong with that? There are plenty of people who have no problem scamming to get what they want. So the guy posts the video for everyone to see, which puts Samsung in a bad light. Never mind that just about every manufacturer has had a phone burn up. So when they offer a replacement they ask that he remove it. Again, why is that bad? If he leaves the video up, they've just shelled out $600 for bad publicity. So he posts another video. Sorry but when someone offers you something that valuable, you're not gonna take it? Worst case, put it on eBay or craigslist, then buy something else. Not trying to be a conspiracy theorist, but it almost sounds like a scheme by Nokia. We've seen that they have no problem playing dirty with their ads. I'm not saying Samsung doesn't deserve it after paying people to bash on other companies. But it amazes me that everyone just accepts this at face value, when if the same thing happens with their own company of choice, they'd cry foul until they went horse. I tried Samsung with the S3, & while it was good, Touchwiz killed it for me. So while I'm not a Samsung fanboy, there are elements to this story that don't feel right. Just my $.02.

53. SamDroid unregistered

Y'all just rant but Nuthn changes the fact that Samsung is the leading Smartphone maker in the world and their products are more interesting than Apple's s**t.

52. Taters

Posts: 6474; Member since: Jan 28, 2013

And HTC and Nokia should be doing more than Samsung after purchases with all their gaps, overheating, dust under the camera, and dead pixels, weak gps signals etc. that their products have. Simple math. Higher the quality control the less you have to worry about returns and defects. HTC and Nokia should have a whole lot of work left to do while Samsung is usually pretty good at launch.

65. amats69

Posts: 1527; Member since: Nov 12, 2012

Lol Mr Taters is butthurt..lol....

75. 14545

Posts: 1835; Member since: Nov 22, 2011

No, he is pretty accurate when it comes to HTC, if you bothered to look on XDA you would know that. I can't speak on nokia because I haven't owned a device from them since the old brick phones they used to have. But HTC is the worst when it comes to QC and even worst when it comes to product support after the sale. Just ask Jetstream, Evo View 4g, or Flyer customers.

77. Taters

Posts: 6474; Member since: Jan 28, 2013

Not butthurt. Just the truth. Did you miss the article about how Samsung tests their manufacturing facilities? Of course you HTC morons won't admit it, but HTC is garbage and that's the truth.

34. TwentyWendy

Posts: 65; Member since: Aug 12, 2013

Nokia student detected on YouTube, worst ad Nokia ever made

22. xoxoGeorges

Posts: 209; Member since: Jul 11, 2013

I remember Nokia also doing something like that a while ago

15. hurrycanger

Posts: 1777; Member since: Dec 01, 2013

Nokia is always "in the rescue". Well, I hope my Galaxy Mega 6.3 gets into problems after a couple months so that I can post a video like this on youtube and get a Lumia 1320 from Nokia (or 1520 would be beast, lol).

17. amats69

Posts: 1527; Member since: Nov 12, 2012

Obvoiusly nokia just take advantage of the situation...its a.win win situation by nokia and the guy who owns the burned s4..

20. Whateverman

Posts: 3295; Member since: May 17, 2009

True, but I can't blame Nokia for taking advantage. That's really smart business.

21. darkkjedii

Posts: 31809; Member since: Feb 05, 2011

Heck yeah it is, mobile tech is just like a playoff football game. Hit em hard, and try to make it for a loss. We PA'ers sit on PA all day bitchin at each other, but the big boys know what they're doing.

14. takay0

Posts: 144; Member since: Mar 25, 2012

A friend of mine send his HTC to repair and it took them some time so they sensed him beast solo hd and HTC one for free

7. xtroid2k

Posts: 601; Member since: Jan 11, 2010

The only reason why Sammy offered to finally send one wasn't as a kind gesture but as a means of covering its ass. Not cool. Nokia, I definitely think took advantage of a situation to do the right thing, however with an alternate motive: still nice. HTC did a kind gesture as it was on the. Onus of rogers to solve that problem.

5. Planterz

Posts: 2120; Member since: Apr 30, 2012

Stupid for Samsung (whatever rep/department/PR twit) to attempt to silence the unfortunate customer. They should have guessed that might backfire and have even worse consequences.

40. 14545

Posts: 1835; Member since: Nov 22, 2011

This was probably Legals stupid decision. I'm sure regardless of what happens they have to go through legal to get it approved. However, any rational person would have done the same thing this guy did. Whomever actually followed through with the final approval of how to handle this should be fired. You NEVER try to act like a complete d!ck like this when your product is clearly defective. Blame third party chargers, batterys, whatever. But this was clearly an issue on samsungs end. They should have manned up and taken the lumps that came from it.

4. amats69

Posts: 1527; Member since: Nov 12, 2012

Samsung is best in hardware and customer service- says samsung fanboys :)

39. 14545

Posts: 1835; Member since: Nov 22, 2011

I can't comment on Customer Service, but their hardware is better than my old HTC devices. Plus they have more value/features for the money than HTC. Not to mention the fact they are still the only one with an SD slot still. The only thing I can detract from Samsung is their radio qualities compared to HTC and Moto.

55. pwnarena

Posts: 1129; Member since: Feb 15, 2013

xperias have sd slots. china phones have sd slots. sony sells tiny USB OTG drives if you don't have sd slots.

68. 14545

Posts: 1835; Member since: Nov 22, 2011

Can't get an Xperia on VZW. Also, I don't want to carry two things with me on a daily basis. I like to have storage on my phone so I don't have to deal with loading and unloading things on my phone all the time. Lastly, china phones are even more notorious for exploding than Samsung will ever be.

* Some comments have been hidden, because they don't meet the discussions rules.

Latest Stories

This copy is for your personal, non-commercial use only. You can order presentation-ready copies for distribution to your colleagues, clients or customers at https://www.parsintl.com/phonearena or use the Reprints & Permissions tool that appears at the bottom of each web page. Visit https://www.parsintl.com/ for samples and additional information.
FCC OKs Cingular's purchase of AT&T Wireless