Samsung has reportedly attempted to silence a customer whose Galaxy S4 smartphone dangerously caught fire
The South Korean group’s actions have, however, backfired after the customer used social media to highlight the company's response.androidorigin.com
Earlier this month, Youtube user GhostlyRich posted a video that showed the damage caused to his Samsung Galaxy S4 handset after it caught fire while charging.dailymail.co.uk
When Samsung asked for a proof of the damaged S4 they posted the video explaining what happened
In the video you can see that the microUSB port on the Galaxy S4 was charred and damaged. Wygand also removed the rear cover of the phone to show some internal damage. Unsurprisingly the phone would not turn on following the incident.news.com.au
‘The other night we plugged it in, and we like, were letting it charge - literally nothing different,’ he said. ‘And then the smell of smoke, fire and destruction.’dailymail.co.uk
‘Thank God the battery didn’t go', he added. ‘Anyone who knows these batteries will know, when they blow, they expand and just explode. And when they do it's just molten fire.’washingtontimes.com
In the comments on the video, Wyland said Samsung had been "jerking him around" and he was posting evidence to "prove his claim" and as a "warning to all Samsung S4 owners."ibtimes.co.uk
Richard Wygand's Samsung Galaxy S4 after it caught fire while charging overnight
So he contacted Samsung for a replacement. But instead of providing one, Samsung ordered him to remove the video from YouTube before it would replace the handset.
“As a condition of exchanging the phone with a similar model, *** agrees to remove his YouTube video from the following link https://www.youtube.com/watch?v=dc4duKuPrQ0 or any other link or statement relating to these matters and refrain from making other videos or statements about or relating to the matters set out herein,” Samsung said in the letter.ibtimes.co.uk
Samsung’s letter also demanded that he do not disclose the settlement details. He instead posted a second video exposing the letter, which has now attracted over 1,290,000 views on YouTube.
Meanwhile, catching wind of the story, Nokia has offered to give him a free Lumia to show "how customer service should really work"
Since the matter was reported widely, Nokia USA interestingly tweeted the user with an offer.digitaltrends.com
There’s no mention on which Lumia device Richard received, but it should definitely be one of the better Lumias, possibly Nokia Lumia 1020 or Lumia 1520. Richard tweeted that the is waiting for the confirmation from Nokia about the handset he’s going to receive and will update it on Twitter once they email him.geeky-gadgets.com
Richard Wygand's experience follows a series of incidents in which Samsung phones have reportedly caught fire
In June this year, a fire which destroyed a Hong Kong flat was thought to have started when a Samsung Galaxy S4 burst into flames.dailymail.co.uk
The owner of the device, known only as Du, said he was playing the game Love Machine when he heard a loud pop from the phone's battery.washingtontimes.com
He said he was so startled by the noise he instinctively threw the phone onto a sofa which promptly caught fire.news.com.au