Galaxy S3 - Samsung insisting a previous repair done by them is unauthorised.

PZH

alwayslearning wrote: »

Thanks, what do you think is the best course of action for me to take then?

The original contract was with T-Mobile, so you would need to pursue them for any remedial action.

frugal_mike wrote: »

...If the current fault has nothing to do with the USB ports then I believe their claim of an unauthorized repair would be irrelevant, however if the USB ports caused the problem it would be up to you to counter their claim that its been taken to an unauthorised dealer. If it goes to small claims court a judge would make a decision on the balance of probabilities.

As Frugal_Mike said, it depends on the fault.

IF the fault is to do with the USB, then it will probably come down to the judges decision (IF it goes to small claims court)

If the fault is not due to the USB port AND an independent report lists it as "inherent" (i.e. a manufacturing fault), then the claim should be straightforward.

Have to spoken to T-Mobile to see what their stance is? Try having a polite chat with them - they may offer a replacement or a discount on another phone?

EDIT: Sorry (Again) - just reread the original post and you do say...

Tmobile are not interested and I now realise that not going through them for the repairs was probably a mistake.

Still may be worth while asking them if they could do you a deal ?

alwayslearning_2

PZH wrote: »

The original contract was with T-Mobile, so you would need to pursue them for any remedial action.



As Frugal_Mike said, it depends on the fault.

IF the fault is to do with the USB, then it will probably come down to the judges decision (IF it goes to small claims court)

If the fault is not due to the USB port AND an independent report lists it as "inherent" (i.e. a manufacturing fault), then the claim should be straightforward.

Have to spoken to T-Mobile to see what their stance is? Try having a polite chat with them - they may offer a replacement or a discount on another phone?

EDIT: Sorry (Again) - just reread the original post and you do say...



Still may be worth while asking them if they could do you a deal ?

I feel loathed to have to ask for a "deal". I really shouldn't have to.

MiserlyMartin

alwayslearning wrote: »

Hi


Basically Samsung believe that I got the usb repaired via themselves in January under warranty, then paid somebody else to repair it again in the meantime. And the actual customer care woman said I can't prove otherwise...........

Well for a start look at the logic of this statement. If your phone showed a fault again and needed the USB connector repairing again you would have taken it to Samsung again under the warranty! Why would you have risked your warranty by taking it to any other repair shop>!!? This is an incredible suggestion by the Samsung repair shop. Why didn't you take it back to the first repairer?

My gut reaction is keep up the pressure, try to resolve it. If they won't budge, its the small claims court all the way. Trust me you will win.

alwayslearning_2

MiserlyMartin wrote: »

Well for a start look at the logic of this statement. If your phone showed a fault again and needed the USB connector repairing again you would have taken it to Samsung again under the warranty! Why would you have risked your warranty by taking it to any other repair shop>!!? This is an incredible suggestion by the Samsung repair shop. Why didn't you take it back to the first repairer?

My gut reaction is keep up the pressure, try to resolve it. If they won't budge, its the small claims court all the way. Trust me you will win.

Thanks for your reply. Even I can't actually believe that they think this way, where do they keep their common sense?

I am going to see this all the way and will keep updating my thread with the progress......

alwayslearning_2

Whilst preparing my letters to the three companies involved, I thought I'd ring T-mobile to get a price for cancelling my contract. I figured that I'm getting a service from them which involves a phone - phone is faulty hence service unusable.

The helpdesk have quoted me £134.65 to finish early (saving about £30). No sooner had I put the phone down when it rang again. It was T-mobile asking if there's anything they can do to keep me.

Well..........as a matter of fact you can sort this fiasco out for me I replied.

The lady was clearly shocked and amazed at my situation and has promised to look into it. She wasn't sure which department to send me to, so we wait until 12pm tomorrow apparently.......

I don't want to stall forever though as time is ticking.

alwayslearning_2

So T-mobile never did get back to me yesterday. I did return their call, but it's impossible to talk to the same person.

Basically they said that if my phone has been deemed out of warranty then they are not prepared to do anything about it.

George from Samsung has answered my tweets (took 2wks for a response) and on Facebook (much quicker) promising to look into my complaint. However that was 24hrs ago and still no update, so formal letters are being sent off today.

alwayslearning_2

Just had a call from Jonathan at the Samsung Executive Office and "as a goodwill gesture" they've agreed to repair my phone free of charge and re-instate my remaining 12mths guarantee as requested.

So, we wait and see......................

N.B My Sale of Goods Act, Services and Section 75 letters were all received and signed for yesterday.

frugal_mike

alwayslearning wrote: »

Just had a call from Jonathan at the Samsung Executive Office and "as a goodwill gesture" they've agreed to repair my phone free of charge and re-instate my remaining 12mths guarantee as requested.

So, we wait and see......................

N.B My Sale of Goods Act, Services and Section 75 letters were all received and signed for yesterday.

Well done, sounds like a great result.

Thanks for the update.

alwayslearning_2

Oh my, is there no end to Samsung's incompetence? They now appear to have misplaced my handset & believe I still have it.

Apparently the courier they sent to collect my phone on 04/07/13 shouldn't have, as it's no longer getting paid to do so. Hence my unrepaired phone has been sitting at one of their depots for the past week?

Did anyone contact me to let me know? Of course not. The first I knew that something was awry were 3 texts today from Samsung booking in my repair, then cancelling it.....twice.

Numerous nonsensical phone calls to Samsung have just left me completely baffled, but apparently they are trying to locate the handset (Luckily I have a proof of collection with tracking number).

I am absolutely astounded that a company of this size can be so poorly run.

On a side note, both T-mobile & Capital one have contacted me about my complaint - but there's little I can pursue at the moment without the offending object.