samsung service complaint

polodzh

Hi everyone，i am just new here and looking for help/advices for the problem with samsung.

i have samsung note 2 mobile phone got it by orange contract the end of last year. About 3 months ago it had developed fault，so i contacted orange and they tried to fix it but failed，then orange told me to contact samsung and i did so on 21/08，samsung then sent me a bag asked me to send the phone back to their repairing center Anovo.

Two weeks after i contacted them， they told me that phone was on the blacklist by orange and wanna me to contact orange to get it unblacklist， i then contacted orange but orange said it was not on the blacklist，asked me to tell samsung it is not blacklisted. i did that and samsung still said it is blacklisted and wanna me to contact orange. After three times of this ball kicking games， orange told to get the phone back from samsung so they can take a look. then i contacted samsung again to ask the phone back. The next day sent me a broken phone，the front face was so badly damaged and so was the matel frame.

i contacted samsung immedately， they then asked for pictures and i did so. Since then i made at least 30 phone calls to samsung but the only answer that i got was that the phone was broken during transit by DPD and they had put claim on my behalf i just need to wait.

i told them that who broke the phone was not my problem why should i bear the consequence alone. they did agree that but still told me to wait until they got the result from DPD.

Two months has gone i still waiting
i had to pay my contract and on top of that i had to buy another phone and top it up.

what can i do pls.
i do think to place them on the small claim count but what can i claim.

thanks everyone

grumbler

That's what happens when people don't know their basic rights. It was Orange's duty to fix or to replace the phone and they should have dealt themselves with Samsung if you told them so.

Anyway, if you acted on their instructions and can prove this, you still can hold them responsible for everything. Give them the broken phone and all the information and demand free repair or replacement. They have to do this within "reasonable time".

MSE article: Consumer Rights Armour

polodzh

thanks for the reply
But orange said they did not act wrong and also i cannot prove that was their customer service member who told me to hand over to samsung as all those instruction were through the phone. they may have that recorded but if denys i cannot do anything about it.
is there anything i can do aganist samsung.
thanks

grumbler

Not much.
IMHO,Orange is your best call. After all they tried to repair the phone and they gave it back to you faulty. It would be difficult to deny giving instructions to you as I cannot imagine any other reasonable explanation for their actions.

Under SoGA Orange had their obligations to repair or replace it. You asked them to fulfill their obligations. They instructed you to send the phone to Samsung. Now let them finish fulfilling their obligations.

polodzh

so apart from calling them whatelse can i do as they kept saying it is not their fault. thanks

grumbler

Of course now they will keep giving you runaround if you keep showing them your weakness.
Read MSE article and other information in the internet on your rights under SoGA.
Then send them a letter before action with all the facts. Highlight that when sending the phone to Samsung you acted as their agent on their instructions. Give them, say, 2 weeks to repair or replace the phone and say that you are submitting a claim to the small claims court otherwise.

polodzh

thanks
but dont u think at this stage it willbe easier and reasonable to deal with samsung directly as samsung admitted all the facts .

JJ_Egan

Samsung have not accepted responsibility saying it was the carrier . They have put in a claim on your behalf against the carrier .
As its two months down the line i would be chasing the claim as well as going down the Orange route .

grumbler

polodzh wrote: »

thanks
but dont u think at this stage it willbe easier and reasonable to deal with samsung directly as samsung admitted all the facts .

Enforcing manufacturer's warranty in UK is more difficult as the SoGA covers your relations with the supplier only. That's why the article I quoted above says:

Do return it to the store, NOT the manufacturer