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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Are Samsung taking the p***. Or AIBU?

26 replies

MoonCowbag · 07/11/2021 15:55

Recently my Samsung S20+ smartphone developed a fault with the camera. I had to send it in for repair (with 1 year of purchase so in warranty).

Samsung couldn't repair it, due to the part needed not being available. They've taken ages deciding on an "alternative resolution" to the repair, but have recently offered me an "equivalent" of a newer model S21 phone. The S20+ is no longer in stock.

On first reading I thought that sounded great, but actually now I am questioning if it's actually equivalent. My phone was the Plus model and this is the basic model, albeit of a newer phone.

I paid £899 for my phone. The one they are offering retails at between £699-715 (depending on memory size). Also the reviews are a bit lackluster (but definitely not awful) and generally conclude that the S20+ is a better phone. It is bigger, has a better screen, more RAM, bigger battery and more battery life, has expandable memory (S21 does not)...

I don't know if being offered something like this - which is not actually equivalent - is normal, as I have never needed a phone repaired before. I also don't know if I am being grabby/unrealistic. My phone is my only device. I paid a lot of money last year to get a good phone that I really liked and do everything with (I don't have a laptop or tablet). So I am feeling a bit miffed, but not sure if rightfully so? I don't know if I should go back to Samsung and query it. Or just accept that I'll still have a nice phone and there are worse problems to have.

So AIBU to be miffed, and raise my dissatisfaction with Samsung, or should I accept the offer and move on?

OP posts:
Duchess379 · 07/11/2021 15:58

They're taking the piss! Could you not ask for cash & buy the S20 + independently? Just because the S21 is newer, it's certainly not better, as reviews have stated. Good luck 🤞🏻

NuffSaidSam · 07/11/2021 15:59

What would you like instead?

They can't fix it.
They can't give you the same one because it's not in stock.

So you could ask for a refund? A different Samsung phone of equivalent value? The one they've offered but the plus model?

I don't think you're necessarily being unreasonable, but I think you need to have a reasonable alternative solution to suggest to Samsung.

Alfixn · 07/11/2021 16:06

That's quite annoying OP.
However, if you look at it from this point of view - you are getting a brand new phone in place of a second hand one. So the value of what you're being given might still exceed the value of what is actually being replaced. Thinking of it that way might make it less annoying?

Nothing to be lost by trying to insist on a new S20+ of course, and you are well within your rights to complain.

Alfixn · 07/11/2021 16:07

Sorry, meant to say a one year old phone, not a second hand one.

MoveInNightmare · 07/11/2021 16:08

Yeah they are taking the piss, the s21 is not equivalent of the s20 +. Surely the s20 and s21 are equivalent. Rather than the plus model. Yes it's newer but it's not the same spec. It's like a 2021 audio a1 is not the same as a 2020 audio a3

Original poster
MoonCowbag · 07/11/2021 16:09

I'm thinking either a refund (I can get a new S20+ off Amazon for around £700 now) or the S21+ (not sure how likely that is as it seems to start retail at £949).

I guess my point of this post was to see if I would be reasonable to ask for an alternative or not.

OP posts:
Duchess379 · 07/11/2021 16:12

Definitely ask for a cash alternative 👍🏼

billy1966 · 07/11/2021 16:14

Absolutely a refund.

RedCarsGoFaster · 07/11/2021 16:15

Why not look at the better spec Samsung phones and ask for the one you actually want? S21 Pro?

Original poster
MoonCowbag · 07/11/2021 16:15

Not sure if they would give me the full £899 back either? This is all a bit new to me as I have never had a phone break down on me before.

I might ask for money back stating that I can purchase the S20+ elsewhere and don't feel what they are offering is actually equivalent.

I am not sure I want the S21 (or the S21+) the more I read about it.

I know I would be swapping a used phone for a brand new one, but my phone was faulty through no fault of my own, it seems like it's Samsung's issue to suck up the damage, not mine.

OP posts:
SirensofTitan · 07/11/2021 16:16

@MoonCowbag

I'm thinking either a refund (I can get a new S20+ off Amazon for around £700 now) or the S21+ (not sure how likely that is as it seems to start retail at £949).

I guess my point of this post was to see if I would be reasonable to ask for an alternative or not.

This links in with the things you wish you'd learnt earlier thread, I'm constantly surprised that people don't know that in situations like this you can always politely ask for what you feel is a suitable resolution the the problem.

No need to feel bad, the worst they can do is refuse and you aren't in any worse position. What could be the downside to opening a discussion with them?

Sciurus83 · 07/11/2021 16:16

Sounds like you're owed the S21 Ultra

Original poster
MoonCowbag · 07/11/2021 16:17

Why not look at the better spec Samsung phones and ask for the one you actually want? S21 Pro?

The S21 Ultra would be lovely, but I do feel asking for that would be taking the piss. It is £££ more than my S20+

From reading about the S21 range, they deliberately dropped the spec on the S21 model to reduce the price bracket. So not equivalent based on that IMO.

OP posts:
RedCarsGoFaster · 07/11/2021 16:19

Just ask for it. Don't justify yourself. It's a business transaction to them, they can either provide it or they can't. It's not a piss take.

Original poster
MoonCowbag · 07/11/2021 16:21

The customer service has also been a bit rubbish. They told me on the 25th of October the phone wasn't fixable. It's taken until today to get a response regarding what they will offer instead. And that was with endless chasing of Samsung support.

In their email to tell me their offer, they also asked me for the location of my faulty phone. The very one I sent to Samsung back in October and haven't seen since. Hmm

OP posts:
Spotty234 · 07/11/2021 16:21

Could you get the ultra and pay the difference?

Original poster
MoonCowbag · 07/11/2021 16:30

Thanks for all the responses saying that I should just ask, and not feel awkward about it. I am awful at overthinking and have never felt confident in financial negotiations (I can't haggle to save my life). I will remove the emotion from this and just ask for what I want.

Good to know it's not unreasonable of me to do so.

Not sure about paying the extra for the S21 Ultra. I might consider it but I am still paying the £899 off on an interest-free credit card so seems a bit foolish to pay even more money out.

OP posts:
RedCarsGoFaster · 07/11/2021 16:33

If you're still paying it off, either get the full value or an upgraded handset.

I've always got better items in these situations - a more expensive product is my starting point point now!

SoniaFouler · 07/11/2021 16:39

@MoonCowbag

Why not look at the better spec Samsung phones and ask for the one you actually want? S21 Pro?

The S21 Ultra would be lovely, but I do feel asking for that would be taking the piss. It is £££ more than my S20+

From reading about the S21 range, they deliberately dropped the spec on the S21 model to reduce the price bracket. So not equivalent based on that IMO.

No, that is NOT taking the piss. Be firm with them (the worst they can say is no). Their offer to you is significantly less monetary value than what you originally paid for and has a lower spec. You need to insist that they give you - at minimum - the same phone that you paid for OR a higher model.

And taking the piss? Really? They would MUCH rather give you a higher value phone than cash because it’ll work out significantly cheaper for them - they get these phones made for peanuts by paying workers in third world countries broken peanut shells. Don’t be a walkover. Demand the S20, the S21 ultra or the cash.

Original poster
MoonCowbag · 07/11/2021 17:06

Thanks all. I have responded, pointing out the difference in key specs and price point and stated I would prefer a refund. Will see what they have to say.

Again I appreciate the advice here.

I am with a PAYG mobile provider and it is good value each month, but actually the coverage is poor. I have been thinking about other options/providers for a while. If they'll refund me I can pay off the balance on my credit card and get a new phone on contact. I'd be paying a very similar monthly amount (actually a few £ less each month) than my credit card repayments + monthly phone charges. It's the same mobile provider as my OH so I know the coverage is good. Plus this gives me the option to shop around phone models (if I want).

OP posts:
Aqua55 · 07/11/2021 17:21

Since you paid with credit card, why don't you go the section 75 route?

tallduckandhandsome · 07/11/2021 17:41

@MoonCowbag

Why not look at the better spec Samsung phones and ask for the one you actually want? S21 Pro?

The S21 Ultra would be lovely, but I do feel asking for that would be taking the piss. It is £££ more than my S20+

From reading about the S21 range, they deliberately dropped the spec on the S21 model to reduce the price bracket. So not equivalent based on that IMO.

You don’t ask you don’t get. Don’t accept a phone that’s £699.
rslsys · 07/11/2021 18:26

When you bought your original phone, did you use a credit card to pay in full or for any part of the purchase? If so, the credit card company also holds a liability, along with the manufacturer, for the warranty on your phone. If you get no joy with Samsung, then make a claim with your credit card provider.

faw2009 · 07/11/2021 19:00

BTW, my Samsung phone camera also recently went awry suddenly, and after some googling, I'm quite suspicious of their software updates!

Original poster
MoonCowbag · 12/11/2021 16:16

Ooh, that's interesting about the credit card thing, thanks for the suggestion. I'll definitely look into it if I don't get anywhere with Samsung. Does it make any difference that I purchased the phone from a third party (via Amazon) and not directly from Samsung?

Now waiting 5 days for a response from them. Although I did a live chat with support today and asked them to flag it so fingers crossed I should hear back soon.

I am really not impressed with their customer "service" though. I've been without a phone since mid-October!

OP posts: