[Galaxy S I9000 General] gfacer:
Response from Virgin

I got the response:

Dear Graham,

Thank you for contacting Virgin Mobile via email. I understand that you own a Samsung Galaxy phone and you would like your voice to be heard in regards to pressing for extended warranties on this particular device, as you feel that the handset does not work properly. I am sorry that you are running into some technical difficulties with your device.

Your best bet would be to contact the place of purchase, or the manufacturer of the device, if your handset is out of warranty & you still require assistance.

Samsung contact number is 1-800-726-7864, or you can contact them by visiting http://www.samsung.com.

Graham, thank you for your understanding and patience. I trust the place of purchase, or manufacturer will be able to further assist you with your complaint.

All the best!

Dianne

VMC Team

and I responded back:...

Hi Diane,

I purchased it from a Virgin kiosk, which is the only location that they are currently being sold under the Virgin banner. So unless I am mistaken, Virgin is the only retailer.

The handset is under warranty and it is being repaired currently. What I am asking is what will be done if this device continues to fail throughout the warranty period and beyond. There are reports of some Bell/Virgin I9000m (Galaxy S Vibrant) users that have gone through 4 handsets and spent half their time under warranty repair. This problem was evident and reported (on XDA Developers Forum) well before I bought my phone and reports continue to come in.

So as the retailer of this device then, what is Virgin looking to do if these devices continue to fail beyond the 1 year warranty? I am especially concerned as the kiosk did not offer any extended warranty as I could have purchased from a 3rd party retailer like future shop. Even an offer to purchase such insurance now would be a compromise solution.

As the primary customer of Samsung, I would like to see the buyers at Bell and Virgin push for an extended warranty in order to keep your business. You have power, but first the issue must be acknowledged and then remedied. If Samsung is confident that the repairs they are making to phone fix these issues permanently, then this should be a non issue as the extended warranty will cost them very little while allowing them to salvage their reputation in Canada with Virgin and Bell users (Telus and Rogers' versions of the Galaxy do not share this issue - it is specific to the Bell/Virgin model).

I would be happy to give you links to the forums if required.

I will await your response before I pursue this with the CCTS, which has become involved in the process for some Bell customers.

For the record, I see a variety of potential solutions:

1) Extended warranty for 3 years (equivalent to a typical contract period) either by Samsung or by a 3rd party contracted by Bell/Virgin.

2) Recall of the phones by Samsung with an option to have replaced or refunded.

3) Credits or upgrade offers after the warranty period is over.

4) Accelerated supertab credits to reduce the risk and cost of a phone failing after the warranty expires.

Sincerely, ...

So we'll see if anything happens though it looks like they are taking a head in the sand approach. -g