Call Kurtis: New Phones Keep Freezing

You buy a new cell phone and you can't wait to try out its bells and whistles. But a Sacramento couple say their new phones had issues, right out of the box.

"I'm like, 'Okay, cool, they're new phones. We'll be able to do a whole lot of stuff on here.' No!" says Corina Burdine.

An hour after buying two Samsung Galaxy Prevails in June, she and her husband, Jermaine Mckinnie say the phones started freezing. They showed us cell phone video of it happening.

Corina and Jermaine say the store and Boost Mobile have tried to fix them. And they've now sent the phones to Samsung, the manufacturer twice, since the phones are under a one year warranty. But the couple say the phones still freeze.

Corina recalls one of many conversations she's had with Samsung representatives, "'Why can't you guys replace them? Why is there such a hassle?' And he's like, 'We don't replace phones.'"

So when a phone is under warranty, how many times do you have to try to get it fixed before they give you a new one? The Song-Beverly Act, a California law says, "if, after a reasonable number of attempts, the defect has not been fixed, the buyer may return this product for a replacement or refund..."

So how many times? The Better Business Bureau's Gary Almond says it's up for interpretation.

"What reasonable attempts are may be different in your mind, than what's actually in the court's mind," says Almond.

"We would like the phones to be functional," says Corina.

We got in touch with Samsung. They immediately got in touch with Corina and shipped two new phones.

"If it doesn't lock up in a few days it's probably not going to," says Corina.

But after the new phones arrived, Corina says within hours her new phone did lock up. Samsung then shipped her another new phone. Corina tells us so far, there are no problems with that one.

The Song-Beverly Act also says your warranty should be extended for every day it's out of your possession while getting fixed.