Samsung failing to provide swap put for faulty monitor still under warranty.

sherbie28

My computer monitor is still within the 36 month warranty that Samsung offer as standard. I telephoned on the 8th May and was told it would be picked up and I'd receive a like for like swap out within 3-5 working business days. Needless to say nothing happened so I rang a week later, I've been doing this for the past 3 weeks. I called on the 25th and was told that It had been cancelled on the 8th of May, I told him this was ridiculous and that's the date that I booked the service. He was very rude and said I'd also given them the wrong information (which I hadn't). I called again on the 31st and was told that they have no stock of my model and until they do they can send out a replacement. That's not my problem, I would have thought if they don't have you're exact model you get the next one up. Is it acceptable to be waiting this long because I don't think it is. Does anyone have any experience of how best to handle this matter? Thanks

Butlers1982

He was very rude and said I'd also given them the wrong information

What was he saying you had given that was wrong?

The way trading standards look at something like this is that its the importance of the item and the need for it.
eg: A faulty washing machine in a house with 6 people would need to be replaced sooner that a mobile telephone.

Its rubbish I think but hey ho!

sherbie28

He said I'd given the wrong model code but I don't see how that is possible because it all checked out when I originally booked the service.

Butlers1982

Id ring back and be polite and ask to speak to someone in authority.

dangeroussports

Agreed. But not George Bush

sherbie28

Result! I got through to Customer Relations after ringing the head office. To cut a long story short they agreed that I'd been waiting too long and because they have no stock of my model I am getting an upgrade.

Butlers1982

Thanks us then! ! !

DesG

I have just posted about the warranty on my BENQ monitor in another thread, and if I had to wait as long as you have I would be fuming

So I can cross BENQ and Samsung off the list now

Do Samsung use repairtech.co.uk for their warranty? That is who BENQ use.

Cheers, Des.