Simply Electronics.net

tellmah

I tagged this on an existing SE thread, but didn't get a response, so don't know whether it's not been seen or not with it being an old thread, apologies if it's wrong but anyway,

In July 2011, i purchased a camera from Simply electronics, i was unaware, they were based in Hong Kong, so now the problems start.

The camera won't work, i contacted SE and went through the rigmarole of filling in the online return forms and returned it to them via e-mail.

The reply i got back showed a new query code had been allocated, i rang them to state i already had a returns number and didn't need a new query code, told not to worry, it was all on the system and i would recieve a reply by the next day ( 19/01). Still haven't heard and when i ring now it tells me i've got a 52 minute wait and it recognises my number (so they won't answer me . LOL)

Questions are,
1. how do i establish if it is a "grey" import.

2. If not "grey" are Samsung UK bliged to fix it.

3. Do i have any redress via the credit card company for a refund.

Thanks.

david39

When you call them, you could try hiding your caller ID so that they don't know who is calling them until they answer and speak to you.

You can do this permanently, via your telephone provider for all calls or, if you only want to do it for this particular call there is a prefix that you dial before their telephone number - the prefix is 1831 for most networks (landline and most mobiles).

tellmah

David, thanks for that.
To be honest, i don't think i'm going to get anywhere with them, once i send it off (if it ever gets to that point), they then have the camera back and can tell me the fault is chargeable at some ridiculous price and i am again stuck without a camera or face a large bill to which i have no redress over, hence the reason for asking about "grey" imports and taking it to Samsung UK.

wealdroam

tellmah wrote: »

1. how do i establish if it is a "grey" import.

Phone up Samsung UK ask about warranty support. Quote the serial number to them. Maybe read this first.

tellmah wrote: »

2. If not "grey" are Samsung UK bliged to fix it.

No. Manufacturer's warranties and guarantees are in addition to your statutory rights, and as such can have conditions attached like "must be purchased from a Samsung authorised EU distributor".

tellmah wrote: »

3. Do i have any redress via the credit card company for a refund.

Probably.

Have a read of MSE's Section 75 Refunds article.
The purchase price has to be over £100 though.

tellmah

I've contacted Samsung, not very helpful other than to say it isn't a UK spec camera, the S/N is 6 digits and it should be 15.

They gave me a number to contact for repairs, so i'll try the S75 route first.

Thanks for the assistance.

tellmah

I've just spoke to Tesco (credit card issuer), explained situation, they said it must be done within 4 months so they can't help.

I then queried S75 and they said, "oh that's different write to us enclosing what you have done up to now and we'll see if we can help".

Not exactly helpful up to this point, so letter to be sent off later.

wealdroam

tellmah wrote: »

I've just spoke to Tesco (credit card issuer), explained situation, they said it must be done within 4 months so they can't help.

I then queried S75 and they said, "oh that's different write to us enclosing what you have done up to now and we'll see if we can help".

Not exactly helpful up to this point, so letter to be sent off later.

Their first response was about their chargeback scheme, which does have a 120 day time limit. Perhaps you inadvertently mentioned that word.

There is another MSE article about chargebacks if you're interested.

Did you notice that there is a template letter in that S75 article I linked to earlier?
It may help.

tellmah

Wealdrom,

no, i definitely didn't mention chargeback, maybe its their first get out try. Lol

No i didn't notice the template, i'll look for it now, thanks for the help.

tellmah

This is the reply i got back fro the Credit Card Co,

"The bank fully accepts its responsibilities under the CCA and considers each claim on its own merits. S75 does not provide you with an automatic entitlement to a refund. It allows you to pursue a claim against the retailer and/or the credit provider for breach of contract or misrepresantation.
You still have to prove that a breach of contract/ misrepresentation actually occurred and that any reimbursement claim is justified in the circumstances.

In order for me to consider your claim, it will be necessary for you to provide me with an independent report, froma reputable retalier, detailing the current faluts along with an estimate to repair".

Bearing in mind that SE are refusing to acknowledge my phone calls and have failed to send me a returns address (the CCC are aware of this) then surely at point a breach of contract has occurred.

Is it really my responsibilty to obtain (at my cost) a report to establish the cost of fixing it, surely the CCC should be in contact with SE to sort it out?

wealdroam

tellmah wrote: »

Is it really my responsibilty to obtain (at my cost) a report to establish the cost of fixing it, surely the CCC should be in contact with SE to sort it out?

Well, it is the cc co's joint responsibility, with the seller, to honour the contract.
It looks to me that cc co are contemplating giving you the repair cost, but first you need to prove that the fault is indeed inherent.

The report must state thate the problem was present at the time of sale, and the cc co requires an estimate of the repair cost.

Yes, you will have to pay for the report, but if it confirms an inherent fault then the cc co should refund the cost of the report too.

You have to jump through a few hoops, but you will find that a lot easier than trying to deal with the Hong Kong company.

tellmah

Wealdrom,
thanks for that.

when you say inherent and was present at the point of sale, how could that be because if it is inherent surely all models would be affected and if present at time of sale then it would never have worked, so realalistically is any repairer going to say it was present at the point of sale.

I'm not trying to be picky, just trying to understand what you're actually refering to.