Major problem with Samsung and a netbook warranty repair

chapperlin

26/03/10

Had an email from Digicare today. Heres there email and my response -

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From: Paul Plimmer [mailto:paul.p@digigroupuk.com]
Sent: 26 March 2010 11:38



Hello Charlie
As you will be aware we have had your Samsung Net book in for repair for quite some time now.

As i believe you have been advised by us previously we are currently awaiting part of the housing to be able to complete this repair.
We are advised by Samsung that the ETA for this part is 19.04.10.
Once the part has arrived at Digicare we will repair the unit and ship it back to you immediately.

Kind regards
Paul Plimmer
Help Desk Administrator


My response

Hi Paul

Unfortunately that is not acceptable.

That will be 3 months that I have been without my Laptop.

I appreciate it is not the fault of Digicare. If Samsung don’t keep these parts in stock or are not able to manufacture them in a reasonable time then it is out of your hands.

Under the service and goods act any service needs to be completed in a reasonable time or by a mutually agreed date. Im sure you can appreciate that Samsung are currently in breach of this act by the fact of them not making sure the repairs have been completed within a reasonable time scale ( I have been more than reasonable)

I will be writing to Samsung on Monday to let them know I intend to initiate court proceedings by filing a claim with my local small claims court for the full purchase price of the laptop + costs etc

I feel I have no other option.
If you would kindly forward on my comments to Samsung customer service I would appreciate it.
Regards
Charlie Morris


Lets see what happens next!!

chapperlin

01/04/10

Just had a knock and the door and it was my local courier company!!!!

They had a package for me!!!

I guessed it was my NC10

Was kinda hoping for a brand new/refurbished laptop but alas!!!

I was my old one - white screen fixed (well seems to be) but replacement casing not fitted nor the hinges fixed(they seemed sorta loose?)

Either way ive got it back - that much im glad of!!

Annoyed that they havent repaired the other parts!

Didnt end up sending off the letter to them as ive been busy.

Anyone think its worth doing that now?

Or maybe i should take it on the chin - never buy a Samsung product again and move on!!!!!

chapperlin

01/04/10

It gets better!!!

The top 2 screws from the lcd surround are missing!!!

the ones pictured here-

chapperlin

So to summarise - Samsung returned the laptop back to me without compelting all of the repairs. In fact in some ways its in worse condition than it was when i sent it to them! (The split in the lcd casing is now more pronounced than it was before and there are screws missing!!!)
The reason for that seems that they didnt like the fact i wasnt prepared to wait another month for my laptop!!!!!

I didnt get round to sending a letter off as ive just been to busy!

Im gonna start by asking them to post me the missing screws and the damaged fascia so i can fix it myself!

Have i got any legal recourse??