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Fuming with Samsung. Where do I stand?
Xeorix
Posts: 385 Forumite
OK, this is going to be a long one as the issue has been going on for months, but I will get to the point.
I bought a 2nd hand Chromebook from eBay. After using it, I found the version of the OS was outdated and wouldn't update.
Raised the issue with Google, and they said it was due to a process issue in the past where Samsung hadn't repaired them correctly and I'd need to talk to Samsung about it.
Called Samsung and they didn't have a clue what the problem was, or for that matter, listen to me. They tried to get me to install a 3rd party version of the OS and even tried to get me to install the Chrome Web Browser on it. Extremely frustrating over 3 phone calls coming to a total of 1 hour on the phone.
In the end, one of their agents told me to call their repair centre, Digicare.
Spoke to Digicare and their reply was that they only do what Samsung tell them to do, but to call Samsung back using menu option 6 (which isn't listed)
Got through to their call center over here and had to explain the situation and this time, what I thought the fix was. They wanted to charge me £90 to reflash it, however I provided them the emails from Google confirming it was an issue with Samsung in the past.
I was told that as the device was out of warranty, they would do it free of charge.
Jump forward a week and Samsung finally get in touch saying they'd repair it but nothing more. I then got a text from DPD saying I had a parcel, no idea what it was so called them to find out it was a collection from Samsung, so I sent it off.
Jump forward another week and I get my Chromebook back unrepaired. Call up and they state they did what I asked and flashed the image - obviously nobody actually tested to see if this solved my problem.
So, I got in touch with Google and they called Samsung, sorted everything out and explained the situation and what they needed to do. Sent my Chromebook back to Samsung for repair.
Skip forward another week and i've heard nothing from Samsung, turns out nothing was done with it so they chased.
I then get a text from Samsung stating my repair has been cancelled, nothing else.
Calling up Samsung, they said it was because:
"The motherboard is being replaced, however there had been an unauthorised repair done to the Chromebook in the past which has invalidated the warranty" This is the warranty they told me was already invalid. Also, just to add, I have no idea what this unauthorised repair was, something to do with a DC jack, however I guess one of the things you risk when purchasing 2nd hand - but it was out of warranty anyway
I explained everything that had previously happened, but the agent wouldn't say anything else. I asked to speak to her manager, but she said "No, I'm not doing that. I can handle this and they won't tell you anything else"
After being passed around, I was also told that the warranty originally was from when it was made (April 2012) but it was bought in June 2012 so when proof of purchase was sent of it was extended to June 2013. I never sent off any proof as I didn't buy it originally, and from what the agents have been saying, nobody has but now they're changing their story to suit.
I was told my issue had gone to Head Office and their decision would be final.
I've explained all of this to Google and it seems like they're on my side in getting my Chromebook replaced or repaired, regardless of what had already happened. All I wanted was the software fixed, so I don't understand why they're now replacing hardware. Regardless, the issue was created by Samsung, who said they'd fix it.
Today though, I get a letter in the post from Digicare stating that the unit was brought in "In Warranty" but has been subject to damage so won't be repaired under warranty. Therefore I must pay £286 to fix it (more than the cost of the latest new model) or £26 to get it back unrepaired. The letter was dated the 28th, which is after the conversation I had with Samsung.
Where do I stand with this? The Samsung complaint email goes to the same call center I've been speaking to and who I want to make a complaint about.
Google are trying their best to help me out and Samsung are being an absolute nightmare.
The analogy i've been trying to use if that if you sent your car for repair and when it came back, the radio software was broken, the manufacturer would fix it. They wouldn't turn around and say that because I've had to glue the volume knob back on it's been damaged so is out of warranty.
This has always been a software issue, all I want is the correct image on my Chromebook so it can get updates. I don't want the motherboard etc replaced as that isn't the problem I reported.
I bought a 2nd hand Chromebook from eBay. After using it, I found the version of the OS was outdated and wouldn't update.
Raised the issue with Google, and they said it was due to a process issue in the past where Samsung hadn't repaired them correctly and I'd need to talk to Samsung about it.
Called Samsung and they didn't have a clue what the problem was, or for that matter, listen to me. They tried to get me to install a 3rd party version of the OS and even tried to get me to install the Chrome Web Browser on it. Extremely frustrating over 3 phone calls coming to a total of 1 hour on the phone.
In the end, one of their agents told me to call their repair centre, Digicare.
Spoke to Digicare and their reply was that they only do what Samsung tell them to do, but to call Samsung back using menu option 6 (which isn't listed)
Got through to their call center over here and had to explain the situation and this time, what I thought the fix was. They wanted to charge me £90 to reflash it, however I provided them the emails from Google confirming it was an issue with Samsung in the past.
I was told that as the device was out of warranty, they would do it free of charge.
Jump forward a week and Samsung finally get in touch saying they'd repair it but nothing more. I then got a text from DPD saying I had a parcel, no idea what it was so called them to find out it was a collection from Samsung, so I sent it off.
Jump forward another week and I get my Chromebook back unrepaired. Call up and they state they did what I asked and flashed the image - obviously nobody actually tested to see if this solved my problem.
So, I got in touch with Google and they called Samsung, sorted everything out and explained the situation and what they needed to do. Sent my Chromebook back to Samsung for repair.
Skip forward another week and i've heard nothing from Samsung, turns out nothing was done with it so they chased.
I then get a text from Samsung stating my repair has been cancelled, nothing else.
Calling up Samsung, they said it was because:
"The motherboard is being replaced, however there had been an unauthorised repair done to the Chromebook in the past which has invalidated the warranty" This is the warranty they told me was already invalid. Also, just to add, I have no idea what this unauthorised repair was, something to do with a DC jack, however I guess one of the things you risk when purchasing 2nd hand - but it was out of warranty anyway
I explained everything that had previously happened, but the agent wouldn't say anything else. I asked to speak to her manager, but she said "No, I'm not doing that. I can handle this and they won't tell you anything else"
After being passed around, I was also told that the warranty originally was from when it was made (April 2012) but it was bought in June 2012 so when proof of purchase was sent of it was extended to June 2013. I never sent off any proof as I didn't buy it originally, and from what the agents have been saying, nobody has but now they're changing their story to suit.
I was told my issue had gone to Head Office and their decision would be final.
I've explained all of this to Google and it seems like they're on my side in getting my Chromebook replaced or repaired, regardless of what had already happened. All I wanted was the software fixed, so I don't understand why they're now replacing hardware. Regardless, the issue was created by Samsung, who said they'd fix it.
Today though, I get a letter in the post from Digicare stating that the unit was brought in "In Warranty" but has been subject to damage so won't be repaired under warranty. Therefore I must pay £286 to fix it (more than the cost of the latest new model) or £26 to get it back unrepaired. The letter was dated the 28th, which is after the conversation I had with Samsung.
Where do I stand with this? The Samsung complaint email goes to the same call center I've been speaking to and who I want to make a complaint about.
Google are trying their best to help me out and Samsung are being an absolute nightmare.
The analogy i've been trying to use if that if you sent your car for repair and when it came back, the radio software was broken, the manufacturer would fix it. They wouldn't turn around and say that because I've had to glue the volume knob back on it's been damaged so is out of warranty.
This has always been a software issue, all I want is the correct image on my Chromebook so it can get updates. I don't want the motherboard etc replaced as that isn't the problem I reported.
Cashback
Total Quidco since 2007: £166.64
Total TCB since 2012: £398
Competition Wins
5* Break in Scotland
Total Quidco since 2007: £166.64
Total TCB since 2012: £398
Competition Wins
5* Break in Scotland
0
Comments
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Any contract you have is with the seller. You need to chase them.0
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OP, Samsung owe you nothing*.
You only have a claim against the ebay seller you bought from if it is a business.
Have you actually spoken to the ebay seller?
If you purchased from a private individual on ebay, then I fear you are stuck with what you have.
You summed up your situation nicely when you said......I have no idea what this unauthorised repair was, something to do with a DC jack, however I guess one of the things you risk when purchasing 2nd hand...
*except the return of your Chromebook.0 -
Still their problem. Get a refund if it can't be fixed.
It sounds like it is a private sale and therefore wouldn't be entitled to a refund unless the advert specifically said the most up to date OS was installed or available.
OP - Unfortunately, Samsung have no obligation to help you despite Google being willing. I would argue that it is unfair to charge you for a return if they did not make you aware of potential costs.0 -
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My mistake, sort of assumed it was a trade seller.It sounds like it is a private sale and therefore wouldn't be entitled to a refund unless the advert specifically said the most up to date OS was installed or available.
OP - Unfortunately, Samsung have no obligation to help you despite Google being willing. I would argue that it is unfair to charge you for a return if they did not make you aware of potential costs.0 -
If the fault was inherrent when purchased, you have a right to refund or repair up to 6 months.
That is assuming it was bought from a business.
Private sale is another matter.
Private seller, who did not mention that it had the issues, but then they did not mention it hadn't which leaves me with nothing.
I'm still pushing that Samsung created the issue in the first place and took responsibility so should fix it.
Failing that, I will be asking for my Chromebook back free of charge.Cashback
Total Quidco since 2007: £166.64
Total TCB since 2012: £398
Competition Wins
5* Break in Scotland0 -
Private seller, who did not mention that it had the issues, but then they did not mention it hadn't which leaves me with nothing.
I'm still pushing that Samsung created the issue in the first place and took responsibility so should fix it.
Failing that, I will be asking for my Chromebook back free of charge.
Samsung created the issue?
Surely whoever did the dodgy earlier repair created the issue?
Yes of course ask Samsung for the return of the thing.0
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