Behold, the power of the Internet: when former Samsung user Richard Wygand’s brand new Galaxy S4 phone caught fire while charging, he took to various social media channels to log his complaint.
He posted a video of the burned out device on YouTube . . .
. . . then took to Facebook to post HD photos of the now-disabled phone . . .
. . . before finally going on Twitter and asking all of his followers to watch the video / check out the photos so that everyone knows the risks associated with the device.
The obvious question here is, Did Wygand even contact Samsung about the issue? And the answer is yes. The company agreed to send him a replacement device, but only if he agreed to take down the YouTube video he posted.
This angered Wygand, as he felt it was unfair that the company would only provide him customer service so long as he met some pre-existing terms.
So naturally, he took to YouTube again, this time to explain the terms to his subscribers.
The video was posted less than a week ago and it has already surpassed the 1 million views mark.
If you want to read the full transcript of the letter, it’s posted here.
Luckily for him, Wygand’s hard work paid off — Nokia USA took notice, contacting Wygand via Twitter to offer him a Lumia as a replacement to his burned out Samsung smartphone.
What do you think — did Samsung mishandle this situation, or did Nokia simply hop into a customer service issue at the right time?
Story via thewp-hub.com
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