I'll be honest. It is the amount that scared me back when I started making payments, then forgot about it for a while and had other stuff going on, hence the delay. I do find it odd that they'd offer such a large discount too. The discount seems correct to me? 80% of £2624.62 is £524. List of items purchased seems about right with what I'd bought in the past. So cancel DD and see if the go ahead with a claim in the future?

Just wondering what my next course of action should be. I am uploading what they sent to me a few weeks ago. I didn't include the full list of purchases since I'd need to redact all of it. I'd like to avoid them sending a claim if possible Lowell CCA Request.pdf

Small update: Spoke to a Samsumg service manager who has asked the engineer to inspect the device and firmly lay out what is wrong with the device and mention how it could be a manufacturer defect. I can then pass that information on to Mobile Phones Direct when talking to them

I found a template letter from Which? to send to Mobilephonesdirect. This this seem ok? Which? Template Letter

Is it just me?, I can't see when certain users reply to this post but I get notifications saying there are unread messages

What would be the best way to approach Mobile Phones Direct about this. An official letter or simply get in touch with customer services and take it from there?

Got a quote from them today. The charge for a new screen is £259 from one of their authorised service centres.

I did note that they do an inspection for £20 which could be useful in the long run. Samsung are collecting the phone on Friday. "once we have the device and done with the inspection, we will ask for your permission first before we proceed with the repair and inform you on the final price. And in the event that you decline, you have an option to proceed or not on the repair, and we will return your device."

Ok in the meantime I will let them collect the phone and see what they actually charge for a repair.

Half price repair would be a reasonable conclusion to it all in my opinion. The trigger for the issue is hard to pinpoint. A large influx of people had it occur after a software update which happened within its first two years of release, so those people simply had their screen repaired under warranty conditions. The phone had what I would call very typical usage, phone calls, video recording, listening to music etc. Has lived inside a case at all times and with a wipe down would look brand new. I know my way around Android pretty well and there's certainly nothing that I could've done that would cause the display to malfunction randomly. In terms of updates, it is still on Samsung's list as a device that will receive quarterly updates, and then next year it will shift to updates every 6 months so they expect users to be using the phone for 5 years at least. We have a Galaxy Note 4 which is over 7 years old which still sees good usage from my grandad and as of right now, is in a better usable state than the Galaxy Note 9. With all that being said, should I be contacting the place I purchased the phone from, or Samsung directly? Reddit post with over 5000 upvotes regarding the issue I'm facing now Also, Samsung warranty in the UK for their phones is 24 months rather than 12

To try and clear things up, I have only done limited reading on faulty items and the consumer rights act 2015. Most articles I read had wording such as "Once we get beyond the first six months of ownership, the burden shifts to the customer to prove the fault was present at the time of purchase" or "If a defect develops after the first six months, the burden is on you to prove that the product was faulty at the time the goods were delivered to you." hence why I used the term "the get go". The articles I read to me suggest that the item must have been faulty or had some type of manufacturing flaw at the time I purchased it, but maybe my thinking is wrong here?

I actually already have a main phone now. This is my older phone that I have been letting one of my parents use in the mean time and then this issue sprung up randomly

Hello everyone, just wanted to see where I stand in regards to a phone of my becoming faulty on its own. The phone was purchased as part of a contract from Mobile Phones Direct on November 30th 2018. Warranty expired on November 30th 2020. The contract has ended and been paid off in full. The fault is that the screen becomes green and faded whenever you turn the display on and off again quickly, or if the display is turned off due to the proximity sensor, such as a phone call. This started happening roughly 2-3 weeks ago. The fault is a known problem among the Galaxy Note 9 community. The issues regarding a green screen problem can be found online on Reddit, Samsung's own forums, other forums online and in multiple YouTube videos. The issue begins to occur at a random point and doesn't seem to happen due to user misuse. I contacted Samsung who wanted to repair the phone at a cost, which they would not disclose until they had the phone. Typical estimates online that I found tend to be around £200-250 to replace the display. I paid £1392 over a 2 year period and was given £240 cashback, so in total I paid £1152 for the phone and contract. Is there any chance I could get them to repair the device for free? 3 years of use from a device that retailed at around £800+ at the time doesn't seem to great to me. I did have a look at the consumer rights act 2015 and understand that I may need to prove that the item was faulty from the get go? How would I be able to prove this independently?

That is indeed correct. A very good outcome indeed. As you say, it was clear that they couldn't go with that defence Looking online at their forums and other places, multiple people sent letters to them officially. Not the first time they've cancelled orders on people but I believe this is the most they've ever done, so the backlash was bigger.

Haha it was already on the cards, will use part of the compensation as a thank you to you guys time and effort.