Watchdog on Three: Smartphone disasters - what to do when tech fails

In fact some of the biggest names can fall foul of some big disasters, leaving customers in the lurch. Here are our top five phone fails…

1) Too hot to handle (literally)

Product: Samsung Galaxy Note7

Launch date: August 2016

Let’s take a look at Samsung’s latest smartphone. Last month, it unveiled its new Galaxy Note7. But since going on sale, there have been reports of them catching fire and exploding during or after charging. This has led to Samsung halting sales and recalling the handsets that have already been sold.

Samsung says, "There have been 35 cases that have been reported globally and we are currently conducting a thorough inspection with our suppliers to identify possible affected batteries in the market. However, because our customers’ safety is an absolute priority at Samsung, we have stopped sales of the Galaxy Note7."

What if I've bought a Galaxy Note7?

Samsung told us that UK customers who pre-ordered and received their Galaxy Note7 devices will be contacted by the provider or operator from which they purchased the product in order to arrange their device exchange. The exchange of units will begin from 19 September 2016. UK customers who have purchased a Galaxy Note7 but have yet to receive the handset will have their order fulfilled with new Note7 devices. Customers with Galaxy Note7 service related questions can also contact the Samsung customer service team on 0330 7261000.

2) Remember #Antennagate?

Product: iPhone 4

Launch date: June 2010

Normally the antenna is on the inside of a handset, but the iPhone 4 had been radically redesigned and its antenna was on the outside. People complained that if you held it in a certain way, named the 'death grip', it affected the signal and calls dropped out.

What did Apple say? Founder, Steve Jobs, infamously replied on email to a user that he was holding his phone wrong. Perhaps not the best PR move in the world!

In the end, Apple provided all iPhone 4 owners with a free case to help solve the antenna issue and a refund to those users who had already purchased one.

3) Apple Maps that couldn’t quite handle directions…

Product: Apple Map iOS6

Launch date: September 2012

Huffington Post

Apple replaced the Google Maps app with Apple Map. But, there was a problem. The maps on Apple Map weren’t very good. The images were reminiscent of MC Escher’s optical illusions – cars melting into the road and a flattened Eiffel Tower. It showed cities and towns located in the wrong place, missing water, absent roads, incorrectly spelt place names - and it suggested driving directions that would take users on odd routes and in some cases to potentially dangerous locations.

Huffington Post

What did Apple say? Apple apologised and pledged to improve the software. In the meantime it advised users to download alternative apps from its competitors. The software is now much more accurate.

4) The Amazon Fire Phone that was quickly extinguished

Product: Amazon Fire Phone

Launch date: June 2014

When Amazon launched its first smartphone there were two main differentiating features: its 3D graphics and Firefly. Firefly allows users to identify real-world objects such as books and videos by scanning them with the camera. More information is then provided to the user about the object – what it is, and the option to purchase it through Amazon’s online store etc. Amazon tried to be different, but failed. Customers hated it. The Fire phone was extinguished 15 months after its launch.

5) And finally…#Bendgate

Product: iPhone 6 Plus

Launch date: September 2014

YouTube / Unbox Therapy

The incredibly thin design of the iPhone 6 Plus led some people to complain that the phone had bent after being in their pocket.

What did Apple say? Apple offered to replace phones that were bent. It maintained that very few handsets were affected and that bends in the iPhone 6 Plus smartphones were rare.

Rushing out to spend serious cash on the latest phone? Here’s where you stand if it turns out to be a flop…

Last October the new Consumer Rights Act 2015 came into effect. One of the key elements to the Act is the new protection provided to consumers when purchasing digital products. So, if you buy software, music, video downloads, apps etc, they have to be of satisfactory quality, fit for purpose and as described. If they aren’t, then you have the right to repair or replacement.

With regard to faulty goods, for the first time, there is a specific timeframe of 30 days for you to reject a faulty item and get a full refund. After 30 days, retailers have one opportunity to repair or replace any goods. If this isn’t successful, then you can claim a refund or a price reduction if you want to keep the item.

Have you got a story you think we should investigate? We want to hear from you. Email us at Watchdog@bbc.co.uk

This article was first published on Wednesday 7 September 2016