To be utterly utterly fucked off with Samsung

(13 Posts)

My lovely shiny new S5 developed a fault with the screen, after a nightmare trying to get it sent off for repair it has been with them for about two weeks, they email me to say that the fault is out of warranty and Ive to pay £160 to repair it or they will send it back. This was Thursday.
I call them back (and manage to get through after a day and a half) as I have not damaged it/dropped it/banged it and have been told that the engineer usually puts a photo and notes on the account to prove the damage, but they haven't, just a note that says impact damage and so the warranty is voided.
So, why, when I can prove that it was not damaged when it left here (it is a high value item so I took photos before posting), but they cannot prove any damage (as I said I wasn't going to pay they have despatched it now) why oh why, am I the one deemed to be lying.
The only advice they gave was, "well maybe it was damaged in the post so check it when you get it back and if it has, then send it back and pay the repair and then claim it back from Royal Mail".
I have tried calling customer services who just advise someone will ring me back but no one does.
I am getting so frustrated!

tittifilarious Mon 01-Sep-14 12:12:42

Who did you buy the phone through? You might have better luck contacting them.

I had a Samsung with screen problems a few years back. I was with Virgin at the time & they sent a courier out with a replacement phone in less than 2 days, no questions asked.

If you have to go through Samsung though, check with your local trading standards what Samsung's obligations are.

IthoughtATMwasacashpoint Mon 01-Sep-14 12:16:42

Do they have a FB or Twitter page? They seem to be very effective at getting action.

Failing that an e mail to the CEO rather than a phone call. Set out the sequence of events, give them 7 days to remedy the sitation to your satisfaction before you contact Trading Standards.

ShakesBootyFlabWobbles Mon 01-Sep-14 12:19:34

Samsung quoted me £95 for a repair for a Tab 3. Got the same thing done by a local tech repair centre for £45. If you do end up being liable to pay for the repair, do shop around as mine was less than half Samsung quoted. Just check on whether it would void the warranty or not first though.

tittifilarious I contacted the company I got the phone from who said that they would exchange up to 28 days but after that, all they do is send it to Samsung to repair.
Ithought I posted on their facebook wall, they responded asking for contact details and promised a callback, Im still waiting. I have just emailed their customer services and ceo, I just hate that every time I speak to someone I am basically accused of lying or being talked to like an idiot.

ODMa Mon 01-Sep-14 12:28:12

DH had exactly the same issue. £150 to replace a screen that developed a crack while in his breast pocket, no impact, no dropping. REALLY unfair, but how can you prove you didn't drop it?

tittifilarious Mon 01-Sep-14 12:31:05

OP, check the selling company's position with trading standards. If you're in the uk, you have certain statutory rights with the seller - you have quite a lot of protection regarding faulty goods.

tittifilarious Mon 01-Sep-14 12:33:59

Sorry op, I'm on my phone or I'd try & help more but have a look at this: www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange

OD I suppose all I can prove is that when I posted it there wasn't so much as fingerprint on it.

tittifilarious Mon 01-Sep-14 12:35:56

Essentially in the first 6 months, the retailer has to PROVE you caused the damage.

UncleT Mon 01-Sep-14 13:06:07

Stick to your guns. Do not take no for an answer.

Tiswineoclocksomewhere Mon 01-Sep-14 18:48:25

3 of us in my family have S3s and they're utter shite - mine's been repaired once but still does its own thing most of the time (rebooting/running slow/hot/not charging properly) and my husband's and daughter's both have the battery drain issue from the last software update that no one either at Virgin or Samsung care enough about to deal with. Shame because I loved the phone when it worked, now I can't wait to upgrade and there's no chance I'd ever have a Samsung again!

tiswineoclock I used to love my S3, never had a problem with it. It just started to get really slow, as I think the processor had pretty much gone. So when it came to upgrade, I opted for the S5.
As an update I had it back yesterday from the repair centre and it is properly damaged now hmm
(attached a before and after pic, the before pic maybe a bit fuzzy as its a .bmp and so the only way I could think to convert it was to print as .pdf and save as .jpg).
Considering I wrapped it in bubble wrap and placed it in the secure box thing they send out, I am incredibly dubious that this happened in the post. Also as the damage seems to be on the inside of the casing.
Getting hold of someone is a nightmare, finally got someone to call me back on Monday afternoon (thats only after I emailed their CEO), and nothing since.
angry

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