Samsung refuses to exchange a faulty S7 edge unless the owner signs a non-disclosure agreement

There's less than a day remaining until the official Galaxy S8 reveal, but Samsung has still managed to shoot itself in the foot at the last minute: a Singaporean man was recently denied a replacement to his faulty Galaxy S7 edge unless he waived his rights to publicly criticize Samsung, including in complaints posted to social media. Or in other words, the company appears to be extorting its customers so as not to repeat the Note 7 fiasco, by essentially threatening to sue people who sign the NDA and then complain about receiving a defective phone.

The story began on February 23, when a Singaporean man had his phone overheat and then completely fail just six days after it was purchased. When he went to exchange his device with Samsung, however, he was handed an agreement, which states:


After refusing to sign, the man was reportedly denied a phone exchange. He wrote an email to Samsung, who responded that they'll be looking into it, but never wrote back. A month after that, on March 24, the customer wrote on Samsung Mobile Singapore's Facebook page, where he received an answer that the agreement was "standard".

The agreement's language is particularly interesting, as it claims the device exchange is "a gesture of goodwill" on Samsung's part, even though the smartphone itself was under warranty, which explicitly covers cases such as this one. In any case, it's obvious that the company's actions here are a particularly heavy-handed attempt at preventing another media storm like the one surrounding the fiery Note 7. However, it does seem Samsung has invoked the Streisand Effect on itself, and at a particularly inconvenient time, too.

Curiously enough, this is the second incident involving Samsung and Singapore today, with the previous one being a company store catching fire, though we're sure this is just a freak coincidence. It's not yet known for how long the company has been forcing customers to sign agreements, and whether such behavior is limited to Singapore only, so we'll keep you updated when we find out more.


source: Mothership

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90 Comments

92. Shamoy

Posts: 112; Member since: Dec 28, 2013

Spread the word and put those dirty bastards to shame. This is the perfect example of a butthurt company that doesn't know how to take any criticism. Next time he has enough money, he should buy a Sony phone and shove it in Samsung's face.

91. edit1754

Posts: 2; Member since: Mar 31, 2017

Samsung has also historically used PenTile not-true-2560x1440 displays in its Galaxy product line. The contrast and colors are great since they're AMOLED, but the screens are less sharp than "lower-resolution" true-resolution displays. Many consider this to be deceptive marketing on their part. Rumors are that they will do away with this in the S8, but that isn't confirmed yet.

86. 0kax0el0

Posts: 238; Member since: Nov 15, 2012

I would have signed that, get my phone, sell it and never again buy a Samsung device, so as not to have any reason to complaint... or say anything good about them.

83. Rshriv

Posts: 3; Member since: Mar 29, 2017

Device can be a day hold and get hot based on how he is using it. Poor research you cant just replace because it has a warranty simply because a minicomputer is "hot" get real.

75. audibot

Posts: 689; Member since: Jan 26, 2017

i think he bought the phone not by a carrier because then it would be tmobile or att verizon sprint insurance that you are paying

74. medicci37

Posts: 1361; Member since: Nov 19, 2011

Samsung is a sh*t company! It's a shame they have so many fanboys

73. erizlovect

Posts: 6; Member since: Aug 12, 2013

Why need to sign aggrement? Cause samsung suck!!!

72. Foxgabanna unregistered

I just ordered a S7 edge from Samsung.com and I realized even though I got it for $494, I should have just saved my money and waited to buy a G6. Samsung gave me the BIGGEST run around trying to send it back by making me pay postage and taking a 15% restocking fee!

70. Zylam

Posts: 1827; Member since: Oct 20, 2010

Typical Samsung, the scum of the electronics companies. The Note 7 fiasco was karma and it seems instead being humble they're still such a negative company. I wouldn't touch a Samsung product with a ten foot pole. The ugly software, year late updates, corruption that runs to the top, exploding devices. It's truly unbelievable the nerve the Samsung fans have when they insult Apple users, have you seen the trash your company is made of? There's more articles about Samsung screwing over users than any other company. I love Android and the most unfortunate thing that's ever happened to it is Samsung. The day this disgusting company leaves Android, I will celebrate like no tomorrow. If you pay more than 400 for an Android you got ripped off. Not because Android sucks, no the inverse, because Androids amazing at 400, even better than the iPhone. Heck it's Amazing at 250. I just bought my mum a 250 dollar Android phone for Android Auto and man I'm blown away by how much you get from Android in the 200-300 price range. If I had to use that 250 dollar Android instead of my 6S, I'd be perfectly happy. The Samsung's fans that mock Apple users for putting down 750, LOL you're paying 850+ for this heap of garbage when a 400 dollar phone does just as much. Isheep, yea sure, look in the mirror and analyse what you guys are.

68. WPX00

Posts: 513; Member since: Aug 15, 2015

This is insane, and firmly worsens ny already poor image of the Singaporean division of Samsung. For years I've considered it the inferior choice between the Indonesian and Singaporean divisions, with the former doing monthly updates and more timely major updates as well. And apparently their service division too. My Indonesian Galaxy S7 suffered water damage, which was strictly not covered by warranty, but the company was more than happy to fix the device under warranty... even if it did take a few tries.

67. Derekjeter

Posts: 1581; Member since: Oct 27, 2011

Oh how bad will this get for Samsung, I said it before, they will not have sale numbers as much as they hope.

65. LovesCameras

Posts: 51; Member since: Dec 02, 2015

Last year I went shopping for Samsung camera lenses. Went to their online store page but I was either getting redirected to main page once I clicked on cameras or 404 not found error. Decided to phone rather than spending time with broken pages. Then the sales rep told me they didn't sell anything related to cameras and he would be redirecting to support. Before he did I asked whether they sell things through support, he said they didn't. Result: now I wonder what would happen if I'd ever need the camera fixed, not buying anything Samsung ever again. Considering going Sony for cameras and Xiaomi or Huawei smartphones from now on.

63. jeroome86

Posts: 2314; Member since: Apr 12, 2012

Ok PA. Our eyes are on you. Talking about violence in the comments. What are you going to do?

62. Traveryates

Posts: 1; Member since: Mar 28, 2017

My s7 is just over a year old, over heated and melted the case on the back, I sent it to samsung twice. They said their was nothing wrong each time. It still has the burn marks on it. My wife got one and 2 days later it went out, att replaced it free of charge but theirs no since in this.

66. LovesCameras

Posts: 51; Member since: Dec 02, 2015

How about a lawsuit?

79. juandante

Posts: 679; Member since: Apr 23, 2013

I agree that Samsung is seriously a pitty when it comes to overheating phones. As if they don't even correctly test their phones before releasing it. This is why I will NEVER buy Samsung again. I had a Galaxy S2 and I had installed a fresh new clean 32GB SD card from Sandisk. 32GB was the high tech of the time. 1 week later, as the S2 is overheating, it FRIED my SD card and ALL my data. Luckily, I bought the SD card the same time as the phone so I had a backup from the previous SD card I had. Very disappointing I sold the S2 quickly after. Some years later, I got the S5+. They fixed the frying SD card problem, but same s**t with overheating. My phone constantly rebooted, constantly throttling, very bad performance especially while charging the phone. The Snapdragon 805 was completely inefficient and was clearly fitted in the phone ONLY for the spec-sheet and to for sure "compete" with Apple spec-sheet. The real world performance was shameful. And yes, NO RADIO FM witch is very troublesome when traveling/saving data/prevent overheating, and cheap plastic that breaks quickly, even the camera glass breaks (search Google to see). The S5+ is waterproof but 3 months later things breaks and can't even take it in the rain. They still have in 2016 overhea So I will NEVER buy Samsung again. If Samsung is the top manufacturer its only because of their clever marketing move for the Galaxy S (copy of Apple) and that Nokia was out-gamed because of Elop. Clearly its not because Samsung is making top hardware and have consumer satisfaction.

60. sunnyfpy

Posts: 297; Member since: May 12, 2013

Ridiculous, its still under warranty, bad after sales service. Still selling refurbished Note7,forget it!

54. stferrari

Posts: 67; Member since: Dec 15, 2014

Apple has been doing this on their products since the 1990s. Samsung is just copying Apple on this. That doesn't make it right just more competitive.

58. mikehunta727 unregistered

No they haven't they never gave a customer a NDA to sign lol..

71. Foxgabanna unregistered

Lol Yeah right. Apple will replace your stuff quick if it needs done. Some of the best customer service around.

85. Rshriv

Posts: 3; Member since: Mar 29, 2017

Wrong

52. Tech_fan

Posts: 94; Member since: Mar 28, 2017

good idea sammy

51. geordie8t1

Posts: 344; Member since: Nov 16, 2015

perhaps that is a Singapore based samsung policy, my S7E usb port melted and blew up whist on my travels, i emailed samsung about the issue and told them i couldn't return the device until i returned to the UK, this was in January, i returned in march, and returned the handset which also had a pink line through the display and it was replaced without question within 5 days of shipping, so from my personal experience at least i cant fault them.

49. arming

Posts: 65; Member since: Jul 23, 2016

first the fire and now this ,may be PA is trying their best shooting sammy's foot . yeh only one day left lol

41. xondk

Posts: 1904; Member since: Mar 25, 2014

This is pretty standard (but sucky and not great) when it comes to direct contact with creator of something that failed, go through purchase location instead, course if purchased directly through samsung, then yeah. But generally this is done amongst other statements in those kinds of cases, to try to avoid cheating/scamming other kind of mischief making amongst the companies, its not great for you know actual consumers though, but I kinda get it, and since generally actual consumers go through place of purchase...but yeah not great.

38. Trex95

Posts: 2393; Member since: Mar 03, 2013

Worst customers services on mobile filed unfortunately Samsung even LG better than Samsung.

84. Rshriv

Posts: 3; Member since: Mar 29, 2017

Wrong

37. TechieXP1969

Posts: 14967; Member since: Sep 25, 2013

So dumb. Now the bad press they claimed they in the doc to avoid bad press, now landed them some. Wont affect my buying decision. I am curious as to why peoppe outsode the US always have issues with phone returns?

44. AlikMalix unregistered

Seems like you're having a with your device as well. You're spelling is horrible - but if I were you I wouldn't take the phone to get repaired, you'll never be allowed to post on PA again.

34. LionStone

Posts: 1048; Member since: Dec 10, 2010

I'm not suprised...

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