to ask for help, i am no good at complaining!!??

[WorryingWombat]

you see my watch gear s2 stopped working xmas day when i tried to connect it to my new phone (s9plus) watch was working fine before that,

spoke on chat adviser from samsung said to take it in to the Samsung store for repair, took it in today store says it is 1 weeks out of the 24 month warranty and to contact Samsung by phone!, i do this and a lovely lady gets approval to do a free warranty repair as its only 1 week out to then find out my product is a non EU PRODUCT!!!!!?????????

they asked me what country i bought it in????

So now i am stuck with a broken watch, a non EU product? no warranty fix and i feel very let down

I bought this product from a really well know online retailer in the UK It was my xmas present from my DH 2 years ago

i have been on the phone 3 times to them once for over an hour! i am still no further forward! i have just sent them a chat transcript of samsung confirming my serial number is a non EU product!

i have made no demands! but i am torn between wanting to demand the retailer pay for a full repair or thinking about asking for a full refund as in a way the product was miss sold
! i had no idea it was a non EU product so would never be covered with the normal samsung warranty.

I'm not great at complaining, and i don't know where i stand legally?, I thought of twitter but i have no idea how to use it!!

also i dread to think how many other people could be in this position and have no idea!!! this is a really really well know retailer!!!!!! with many sister companies!!

i have been stuck with this for over 4 hours now, just feel stressed!

sorry to make it clear as my watch is a non EU product it is NOT covered my samsungs 24 month warranty service, so to get it fixed will cost.

Well your contract is with the retailer, not the manufacturer, so your recourse should be through them regardless. Warranties are in addition to your statutory rights, not in place of.

I'm not sure how it being a non-EU product relates, but do check the detail of the Consumer Rights Act 2015. Products need to last a reasonable period of time, and be of reasonable quality, depending how much you paid for it.

this is what is worring me!! the retailer stated

"We have looked into your account, and we regret to inform you that the item is outside from both the Home Approval Guarantee period and the Supplier's 12 Month Warranty period.

i did not take out any extended replacement cover as samsung products come with a 24 month warranty anyway.

and this would have worked if the bloody product they sold was an EU product!!!!!!!!!

Sadly the sales of goods act has changed and only covers electrical items for six months now, not 12 months.

You could argue that the retailer has willingly sold you an item that doesn't comply to British standards????

jesus!

Ok just been though the box and all the leaflets (i keep everything!) any how there is a tiny warranty leaflet it says

warranty for samsung devices
(Australia only)

how is this legal!!! they have sold me a Australian device?? not that its not worked but i bought it with the view it was a uk/Eu product and protected as such!

I have a headache now!!

Sadly the sales of goods act has changed and only covers electrical items for six months now, not 12 months.

WTAF?

Consumer goods act gives up to 6 years protection. After 6 months it’s up to you to prove it’s a manufacturing fault though.

Did you buy through a 3rdparty seller on amazon? Was it advertised as a U.K./EU product? Was it a lot cheaper than you were expecting?

You can try complaining to the retailer, pointing out that you purchased the product in the UK and did not import the product from Australia, therefore your purchase should be covered by the UK warranty rules

(Assuming that this is true - scratch that if you bought it through someone like Amazon and the retailer was a company that sends products round the world, so your watch did indeed come from Oz)

Very?

But it's a red herring

No matter where the warranty is valid......it's out of date

It good to hear about the 6 years protection

I do understand my product is 9 days out of warranty but samsung agreed to fix it free of charge under the warranty as it was so close!

They could not processes it due to it been a non EU (as i have now discovered Australian product) so samsung could not process the repair

My agrument is that if i had recived the product i believed i ordered i would be getting it fixed right now with no problem!

It was not a 3rd party seller, no amazon or ebay

It was very!!!!

I have tweeted them now too!

Try martins money

This suggests the retailer didn’t purchase within region. There are some strict guidelines between manufacturers, suppliers and retailers on this. I would advise Samsung of the issue as they will want to know if this is happening. They may not sort you out but it could prevent it from happening to someone else.

It seems to me that Very are the root of it, and therefore where your complaint should be directed.

What do you want them to do? Presumably you want your watch fixed, so do you want them to pay for the repair?

Do you have anything in writing from Samsung confirming the position ie that they offered a goodwill repair but couldn't as it is Australian?

Does the watch being non EU mean that Samsung UK will not fix it at all, and you would have to go elsewhere ie that you can't have it fixed by the manufacturer even if you paid for it? Or was it just under the guarantee that they couldn't process it?

Incidentally, if Samsung had not offered you a goodwill extension to the warranty, what would you have done?

My goal is to get the watch fixed

Now if samsung had not said they would fix the watch i would have taken the complaint further with them as the watch was bought for xmas 2016 and turned on that day

It broke ( its stuck on tbe title screen) on xmas day 2018 when i tried to connect to my new samsung phone

So i would have complained to samsung that my item broke 2 years to the day of using it, in my view within the warranty period

The point of it been a non EU device is that it never had a warranty at all of any type!

I'd complain to Very too - but also be mindful that you are out of warranty anyway, and unless you have something in writing from Samsung indicating that they would service your watch if it was a UK item, any recourse may be limited. You've also had it for two years.

Thank you to all who have posted! Any advice has been much appreciated

I do realise that i have such a first world problem!! This watch has been awesome for 2 years (to the day!!!!🤣)

Yes i do have it in writing that samsung were willing to fix or replace under the warranty no problem

I also have it in writing that it is a non EU product, which i think in the first instance very thought i was lying or mistaken!

I mean all this aside what ever happens will happen but i wonder about how many other people are in this position and have no idea!!!

I have found recently that you have to say that you are making a complaint and then they pass it on to be reviewed.

They tend to fob you off until you say the words complaint. We recently had a big problem with virgin money taking ages to process our mortgage. I kept telling them it’s not acceptable and what are they going to do about it, they just explained why it happened. Then they said what do you want, and I said I want to make a complaint and get compensation. And they were like ok we’ll pass it onto our complaints department and then we got a cheque!