SaferProducts incident

Failure type

Fire / ignition

Incident narrative

SaferProducts.gov consumer incident report 20220920-C5B10-3908692. Severity: Incident, No Injury. Matched catalog product: Samsung Samsung NE589500SS. Incident: My son's Samsung phone, purchased in December of 2020, overheated and seared the shape of the phone in my couch. It also burned a hole where the charging cord connects. Thankfully my son caught the phone overheating before in started the couch on fire or hurt anyone. I called to report this to Samsung on July 14, 2022. I spoke to [REDACTED] in the Speciality Claims Department. [REDACTED] had me send her pictures of the damages and told me she would send me a box to ship my phone to them. She said once they received the phone a Samsung representative would reach out to me and let me know what they would do for me. [REDACTED] said a box would arrive to my house in 5-7 days. When I had still not received a box by August 1st, I called Samsung again. I was told this went through a special department. They said a message would be sent and someone would contact me in 24 hours. When I didn't hear back in 48 hours, I called again on August 3rd. I was told I needed to speak with [REDACTED] the person assigned to my case. I was told my message was marked as urgent and I would hear back in 24-48 hours. When I still didn't hear back almost a week later, I called again on August 9th. This time I spoke to [REDACTED] in the Speciality Claims Department. I asked [REDACTED] to speak with [REDACTED] or a manager. I was told neither could speak with me. I told her if l didn't hear back in 24 hours I would be pursuing my rights with Consumer Protection. I did finally hear back and received a box.