Help with warranty

chauhan89

I'm sorry I'm not quite sure what board to put this on but here goes:

Last Febuary, I bought a samsung phone for my brother from Play.com.
Last month, it stopped working. I looked on the samsung website and it said the warranty on their phones lasts for 24 months.

So I called them up and they said they would send me a pre-paid envelope and as the phone was still under warranty, I would not need to send them proof of purchase. I sent the phone off and it came back a couple of weeks later saying they were not able to fix it because the phone was purchased abroad.

I called them up again and spoke to a very rude man who was adamant I had purchased the phone from Malaysia and when I told him I had the bank statement and the emails from Play.com. He refused to do anything more to help me and said I should contact play.

Is there anything I can do?

naijapower

seems like poor customer service.However, i suggest u contact play.com in the first instance. they should be able to help and provide u with proof of purchase etc

chauhan89

Thank you.

I will give play a call tomorrow morning.

The man from the Samsung call centre was very infuriating, when I asked him whether a bank statement would count as proof of purchse he kept saying, " No. A proof of purchase or recipt would count as proof of puchase." really slowly like I was stupid or something.

naijapower

I know exactly what u mean with regards to the call centre. Don't give up or back down. if u ve to call the call centre again, insist on speaking to a team leader or supervisor. Also, before the start of any conversation ask to make a note of the call centre agent. Give an impression you are writing down the full name. Trust me it helps. The trick is to repeat their full names back to them together with the time of the call. This puts them under pressure

jenniewb

I have had good experiences with play.com and customer service- they refunded me on two separate occassions when items were either faulty or wrongly ordered, no questions asked. I think they are aware they are in direct competition with Amazon whose customer service is also excellent, so they should in theory really help you.

Does look though like play.com bought it aborad and sold it on maybe.

chauhan89

I called Play.com and they said they can take the phone back and get samsung to fix it directly but I would need to give them a call and get a fault reference number from them.

I have also had generally good experiences with play. but this is the first time ive had to call samsung

Thank you for all your help!

derrick

Your contract is with Play.com under Sale of Goods Act,(SoGA), not samsung ; -
Q6. Is it true that I have to complain to the manufacturer?
No. You bought the goods from the trader, not the manufacturer, and the trader is liable for any breaches of contract (unless he was acting as the manufacturer's agent).
Above from HERE


Also from WHICH ; -

"Your claim is against the retailer who sold you a faulty item, not the manufacturer."

deanos

derrick wrote: »

Your contract is with Play.com under Sale of Goods Act,(SoGA), not samsung ; -
Q6. Is it true that I have to complain to the manufacturer?
No. You bought the goods from the trader, not the manufacturer, and the trader is liable for any breaches of contract (unless he was acting as the manufacturer's agent).
Above from HERE


Also from WHICH ; -

"Your claim is against the retailer who sold you a faulty item, not the manufacturer."

SOGA does not apply to Play.com as they are based in Jersey

derrick

deanos wrote: »

SOGA does not apply to Play.com as they are based in Jersey

Surely if they are trading in GB then our laws apply? The contract was made in GB,wasn't it?

Shinds

Phone Samsung and Complain!

They have to sort it out for you.

deanos

derrick wrote: »

Surely if they are trading in GB then our laws apply? The contract was made in GB,wasn't it?

Nope you are buying from Jersey and Jersey law applies.

If you bought something from the USA on the web would you expect English law to apply ?