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

1. Mreveryphone

Posts: 1844; Member since: Apr 22, 2014

Still pre-ordering the S8+...

4. xperian

Posts: 421; Member since: Apr 10, 2014

Preordering anything is a terrible idea. At least wait until possible issues are fixed

10. trojan_horse

Posts: 5868; Member since: May 06, 2016

Pre-ordering has always happened in the consumer market, be it cars or whatever gadgets. Fire incidents or defects won't change that routine.

93. GeekOFW

Posts: 59; Member since: Dec 14, 2016

Yup, but better to wait to avoid any inconveniences or disasters. There are several cases on different manufacturers wherein the early batches were faulty.

28. TechieXP1969

Posts: 14967; Member since: Sep 25, 2013

Because you've never preordered any phone. Oh Sony doesn't do preorders...lol

32. AlikMalix unregistered

Hi, techie, I'm so glad you're here. What do you think of your perfect company now?

61. zunaidahmed

Posts: 1185; Member since: Dec 24, 2011

He doesn't, because he can't really think, he just follows Samsung's instructions mindlessly

15. bobby84

Posts: 595; Member since: May 13, 2016

I don't get it, just replace it through warranty. simple as that.

21. AlikMalix unregistered

Yeah, apparently you are FORCED a gag order if you want "simple as that" warranty replacement. The principle of the matter outweighs the cost of a device for this guy. I wonder what thousand of others had to sign to get their device replaced or repaired.

64. omar92

Posts: 5; Member since: Dec 09, 2016

I wonder which other companies do the same thing and dont get as much atention as Sams just a few hours before realeasing a Flagship product.

76. joey_sfb

Posts: 6794; Member since: Mar 29, 2012

I think Samsung has a very weak PR team. Faulty phone is common what is uncommon is a putting a NDA on it.

77. AlikMalix unregistered

The is the best argument to my post I've read so far... +1 joey

33. piyath

Posts: 2445; Member since: Mar 23, 2012

Good luck....lol

59. marorun

Posts: 5029; Member since: Mar 30, 2015

lol So samsung pulled out an apple on this one haha.

82. T12RYK

Posts: 849; Member since: Jun 10, 2011

Why not? I mean what could possibly go wrong with a Samsung phone??

2. xperian

Posts: 421; Member since: Apr 10, 2014

It's not the first time. Few years back Samsung required someone with exploded S3 to sign the same paper. He didn't do it and published everything on youtube

6. Xperia14

Posts: 1208; Member since: Sep 01, 2015

I read similar articles about the Note 7. Is Samsung lead by Kim Jong-un?

11. trojan_horse

Posts: 5868; Member since: May 06, 2016

And it's not like Samsung is the only one who does the non-disclosure deals. Though I dislike such crappy attitude from Samsung... It's just ridiculous as it gets.

81. romeo1

Posts: 823; Member since: Jan 06, 2012

Which company does the same thing then? Or did you have to sign it for a other company

18. AlikMalix unregistered

I wonder how many of these agreements are actually handed out so that the person can get their phone replaced. We're probably not hearing THOUSANDS of reports about defective issues with Samsung products because those people are bound by a disclosure agreements.

3. MattPerkins1

Posts: 94; Member since: Mar 25, 2017

Poor customer service is unacceptable. Samsung should be ashamed.

13. Unordinary unregistered

It's why they have never been ranked #1, let alone top 5 in customer service the past 5 years. heck even 10.

55. Foxgabanna unregistered

Thats not true

56. Mxyzptlk unregistered

Despite what tedkord says. He's always spouting that #1 customer satisfaction line.

57. Unordinary unregistered

Yea if you're in the market looking for a portable stove top.

69. ibend

Posts: 6747; Member since: Sep 30, 2014

5. mikehunta727 unregistered

That's just ridiculous now, why...? That is a terrible business practice, I mean seriously... do they think the customer is gonna hush up and sign a NDA lol cmon now

8. MattPerkins1

Posts: 94; Member since: Mar 25, 2017

Its a well known fact. Samsung has had the history of poor customer service, corruption issues and mistreatment of workers more than any other smartphone maker. Cannot justify purchasing products from a company with such inhuman practices.

20. AlikMalix unregistered

You'll have bunch of replies how there are reports of inhumane practices at assembly lines for iPhone. But they neglect the fact that Apple hires third party manufacturing (including Samsung to build their phones) and can only incentivize to influence their behavior -- unlike Samsung that actually owns its own assembly factories and has direct control, yet still reported inhumane practices.

29. TechieXP1969

Posts: 14967; Member since: Sep 25, 2013

Because Samsung doesn't hire 3rd parties?

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