Poor customer service just lost Samsung a customer. And outstanding customer service may have just won HTC a customer for life.

Reddit user “TweektheGeek” was a happy Samsung customer until about a month ago, when his phone caught fire and melted while he was sleeping. At the time he was using the official Samsung charger and cable. Fortunately, nothing else was damaged, but the fire rendered the phone completely unusable.

After a few initially positive interactions with Samsung regarding replacing the phone, the Korean electronics company abruptly changed tactics, choosing to ignore TweektheGeek entirely. More out of bewilderment than anger, TweektheGeek posted about the experience on Reddit to see what advice others had to give.

It did not take long for “jetleigh,” the HTC Product Manager for AT&T (TweektheGeek’s carrier), to swoop in to the rescue.

“Looks like you’re in luck, buddy,” jetleigh wrote. “I would like to offer you a brand new HTC One m8. The deal is if Samsung does eventually figure out how to get you a new device or offers that you please donate that to charity or sell it and please donate the funds to an organization of your choice.”

Needless to say, TweektheGeek was pleased.

“Wow. I am stunned by this just a bit, to be honest. I think that sounds great.”

The tragedy for Samsung is that TweektheGeek appeared to be a satisfied customer until their weak customer service drove him away.

“I really enjoyed my s4 up until the point where it melted and burned me and I didn’t receive proper customer service after the fact.”