I have sent my phone away for repair just after the new year, but it was irrepairable. They have sent me a new one. Although I am very grateful, but I do not want a new one, I want the old one with my photos on.
As they would not respond to my email queries, I have called them today. The first three agents gently and gradually told me that the photos of my child (not all just last year's were on it) were immediately "flashed" due to data protection and they were very sorry. I was really sobbing by then and profusely apologising for crying. I said I wanted to make an official complaint, because I would not have sent away my phone if I knew this.
I have ended up by a customer service agent who told me that he checked the webchat and the agent in it advised me that I should perhaps back up my data. Then he proceeded aggressively repeating "It is all on YOUR head!" to me. I felt quite intimidated, cried more, said good-bye and hung up.
- Advising someone that they should consider backing up their data is not equivalent to we are wiping all your data straight away.
- Unlike other service providers Samsung does not send you the transcript of the webchats, so I have to take their word for it that the warning was in it.
- Treating an already distressed crying woman like that is not acceptable.
Samsung, I love your phones, but you have lost a client.