Samsung Not Honouring Warranty...

renegadei

I am physically disabled, housebound, wheelchair bound and suffer from kidney failure and anaemia.




I purchased the GT-N7000 in 3rd August 2012, because I needed to keep in regular contact with the hospital via email/text/voice, since then the handset developed a fault twice (rebooting and freezing constantly) and I sent it for repairs using the warranty service (they collected).

However after the 2nd time I realised the faults were still there but now the internal memory had been altered from 32GB to 16GB.

I asked for a replacement handset, because the handset had become unreliable and that the memory had been altered, under the warranty agreement which states ‘The liability of Samsung Electronics (or its appointed maintenance agent) is limited to the cost of repair and/or replacement of the product under warranty’,.

I have been refused a replacement.

Please can you help as I have complied with everything that was asked of me and I am now in need of a reliable handset.

Thanks Again...:(

wealdroam

It might be a good idea to speak to whoever sold the thing to you.

Read MSE's Consumer Rights Guide and their How to Complain article for further detail.

renegadei

I spoke to the person who sold to me...they referred me to samsung warranty who did accept repair twice...but then I found out after the 2nd repair, that memory was altered.

I sent letter to samsung quoting supply of goods and services act but they still refused to replace... only repair again under warranty.

My concern is this will go on until warranty runs out...???



What else can I do...:(

Thanks Again...:(

powerful_Rogue

renegadei wrote: »

I spoke to the person who sold to me...they referred me to samsung warranty who did accept repair twice...but then I found out after the 2nd repair, that memory was altered.

I sent letter to samsung quoting supply of goods and services act but they still refused to replace... only repair again under warranty.

My concern is this will go on until warranty runs out...???



What else can I do...:(

Thanks Again...:(

Who did you purchase the phone from?

What was the fault Samsung diagnosed?

How soon after did you notice the difference in GB? Do you still have the original receipt stating it was a 32GB model that you can quote to Samsung? (All connected via the IMEI)

Samsung dont have to offer you a replacement. They are well within their rights to just offer a repair.

wealdroam

renegadei wrote: »

I spoke to the person who sold to me...they referred me to samsung warranty who did accept repair twice...but then I found out after the 2nd repair, that memory was altered.

Have another read of those articles I linked to.
You will see that whoever sold it to you has responsibilities under The Sale of Goods Act.

renegadei wrote: »

I sent letter to samsung quoting supply of goods and services act but they still refused to replace... only repair again under warranty.

Samsung have no responsibility to you under the supply of goods and services act.
Samsung's only responsibility to you is that afforded by their warranty.

renegadei wrote: »

My concern is this will go on until warranty runs out.

As you probably know, Samsung do have a two year warranty.
However, any manufacturer's warranty is in addition to your statutory rights and may well have restrictions in it... like perhaps 'we will only repair'.

renegadei wrote: »

What else can I do...

At the risk of repeating myself, speak to whoever sold it to you... armed with information from those MSE documents.

renegadei

This is the reply I got from ebay seller..???

"Dear friend,

The phone was sold as used in MINT condition, with no returns accepted (check the listing) in excellent woriking condition with no problems at all.
Samsung is responsible for any issues or service and maybe the phone is still under warranty. You can check the IMEI with authorised samsung dealer.

Also a claim by you that the phone is faulty is not acceptable as your are not an authorised samsung technician.

I cannot offer exchange or refund for something you bought one year ago.
best regards".

Thanks again any help appreciated...

shaun_from_Africa

If the phone was bought from a private seller, then they are correct and your only option is to continue trying Samsung.

When buying goods from private sellers, about the only legal obligations they have are to ensure that they have the right to sell the goods and that they match their description at the time of sale.

wealdroam

Ebay... Oh dear.

If the seller is a business, then he still has responsibilities under SoGA.

Stating 'no returns accepted' is not acceptable for a business, but I fear you will struggle.

So the phone was second hand when you bought it in August last year?

renegadei

wealdroam wrote: »

Ebay... Oh dear.

If the seller is a business, then he still has responsibilities under SoGA.

Stating 'no returns accepted' is not acceptable for a business, but I fear you will struggle.

So the phone was second hand when you bought it in August last year?

Yep...........:(.:(

powerful_Rogue

Have Samsung refused to carry out a repair or just refused to replace the phone?

Ive asked you quite a few questions in both threads you have running to try and assist, but you seem to ignore them.

wealdroam

Oh... there are two threads on this.... I'll leave you to it OP.