problems with Samsung

markreevesy

Hi all I will try to keep this brief.
My phone (still under warranty) went wrong so I contacted samsung directly and they sent mr out a box and payed postage envelop so I sent my phone off.
Two weeks later without any contact from samsung I received my phone back with a letter saying because i hadn't responded to there email they were returning my phone, the letter also said that because of water ingress the phone was not repaired due to this invalidating the warranty and to top this off they had scratched the screen quite badly.
I called samsung customer services and got through to a very understanding lady who said she had heard of this before but they need to wait for the report from the repair centre and this can take 48 hours. I wasn't happy with having to wait so I asked for the name and contact number for there repair centre. I called Anovo who said in this case they in this case they didn't have any photos to prove the water damage and there description of any damage upon receiving the phone didn't mention anything about the big scratch.
I waited 48 hours and didn't hear back from samsung. When i called them a different person said they don't know why they hadn't got the report so they said that it will take another 48 hours to get the report.
You can guess what happened next..... Yes I waited 48 hours and nothing so I called again and got the same response so they said that they will escalat this to get it sorted but that will take you got it ANOTHER 48 hours.
After 48 hours Yet again nothing so I called Anovo to ask for the report and photos myself and was told that they didn't have them again. This went on for about 1 1/2 months.
In the meantime I put my phone into an authorised shop who sent it to a different repair centre and within 2 weeks I got my phone back FIXED under warranty.
Still awake....
I called samsung and told them expecting to get at least some compensation for the screen and the 2 months I couldn't use my phone that I'm still paying the contrat for and calls/time i have spent on this but they are refusing as they say that samsung don't offer any for of compensation.
What should be my next step.
Thanks for your time
Mark

wealdroam

markreevesy wrote: »

Hi all I will try to keep this brief.
My phone (still under warranty) went wrong so I contacted samsung directly and they sent mr out a box and payed postage envelop so I sent my phone off.
Two weeks later without any contact from samsung I received my phone back with a letter saying because i hadn't responded to there email they were returning my phone, the letter also said that because of water ingress the phone was not repaired due to this invalidating the warranty and to top this off they had scratched the screen quite badly.
I called samsung customer services and got through to a very understanding lady who said she had heard of this before but they need to wait for the report from the repair centre and this can take 48 hours. I wasn't happy with having to wait so I asked for the name and contact number for there repair centre. I called Anovo who said in this case they in this case they didn't have any photos to prove the water damage and there description of any damage upon receiving the phone didn't mention anything about the big scratch.
I waited 48 hours and didn't hear back from samsung. When i called them a different person said they don't know why they hadn't got the report so they said that it will take another 48 hours to get the report.
You can guess what happened next..... Yes I waited 48 hours and nothing so I called again and got the same response so they said that they will escalat this to get it sorted but that will take you got it ANOTHER 48 hours.
After 48 hours Yet again nothing so I called Anovo to ask for the report and photos myself and was told that they didn't have them again. This went on for about 1 1/2 months.
In the meantime I put my phone into an authorised shop who sent it to a different repair centre and within 2 weeks I got my phone back FIXED under warranty.
Still awake....
I called samsung and told them expecting to get at least some compensation for the screen and the 2 months I couldn't use my phone that I'm still paying the contrat for and calls/time i have spent on this but they are refusing as they say that samsung don't offer any for of compensation.
What should be my next step.
Thanks for your time
Mark

As you (probably) didn't buy the phone direct from Samsung, their only responsibility is to abide by the terms of their warranty.

If their warranty makes no mention of consequential losses, or specifically excludes them, then I fear you have reached the end of the road.

markreevesy

So you think I should contact Three network as they sold me the phone. I thought because the warranty wad with Samsung and it was there repair centre it was down to them. Thanks for the advice I will speak to 3.

Helix

markreevesy wrote: »

So you think I should contact Three network as they sold me the phone. I thought because the warranty wad with Samsung and it was there repair centre it was down to them. Thanks for the advice I will speak to 3.

Its probably a bit late now as you didn't give 3 a chance to rectify it at the time. They are not going to pay out compensation for something Samsung have done if they didn't ask you to send it to them.

markreevesy

I spoke to 3 when all thid started and thry said that they would have given me samsungs customer service number as samsung deal with there own warranty returns. Im just flabbergasted with the crap customer service from samsung and thought they would at least offer to replace the screen but nothing.

wealdroam

It wont help you now, but here is a short extract from MSE's Consumer Rights guide:

Know who's responsible

When returning items, beware shops trying the oldest trick in the book: saying they're not responsible for the shoddy goods and you must call the manufacturer. This is total nonsense!

If a company fobs you off by saying “go to the maker instead”, it's wrong. It's the retailer's job to sort it.

It doesn't matter if it's an iPod from a high street shop or a designer frock from a department store. If something's broken, torn, ripped or faulty, the seller has a legal duty to put it right as your contract is with them.

emilybean

I'm having very similar issues at the moment... phone was sent off because it was cutting off at 30% battery... arrived there with a cracked screen (it wasn't sent with one)... they tell me to claim off RM but they threw the packaging away so RM refused. After about 50 calls they agreed to fix it free of charge last week... (it was first sent off in November) I have checked my phone today and have received a text off them stating they want £150 to repair it (even though last time it was £180) fuming. The call centre who's number they kept giving us last time was shut everytime we tried to ring.. on a Thurs at 2pm for example the automated voice telling us they're shut and only open between 9-5.30 M-F. Absolutely useless. Never purchasing a Samsung product again. Their customer service is shocking. Will let you know what they say tomorrow when I've rang.

JJ_Egan

Samsung s warranty is a second warranty that is limited by Samsung's rules . It is not the vendors warranty and Samsung reject all claims that fail the very strict rules .
Water damage and scratch on screen are normal rejects .

Fosterdog

JJ_Egan wrote: »

Samsung s warranty is a second warranty that is limited by Samsung's rules . It is not the vendors warranty and Samsung reject all claims that fail the very strict rules .
Water damage and scratch on screen are normal rejects .

Samsung's rules are not that strict, I deal with them for warranty repairs on a weekly basis and can only think of a handful in several years that have been rejected. Out of those, most of the customers were warned that it looked like user damage but sent away for inspection anyway as they insisted. I've sent loads of things for repair to them that have scratches and signs of normal wear and tear. As long as they are not what has caused the fault they just repair the fault. I've also never had anything returned as liquid damage and I send over 100 units to them a year.

I deal with them mostly for computing ranges including components, tablets, laptops, monitors, printers and occasional TVs, cameras or other items. They are one of the easier manufacturers to deal with and can honestly say that in all the years I've been dealing with them I haven't had any issues.

I do agree though that Anovo can be a nightmare to get hold of on the phone, but I rarely have to even chase a job with them, they seem to have a quick and efficient turnaround. Up until maybe six months ago they were very very hard to get hold of but they made some changes and have since been much better. They are always polite and helpful and I always get phone calls or emails returned when promised.

JJ_Egan

Samsung rejects read the multiple posts on many forums one million plus all dealing with rejected repairs under warranty .

Typical from MSE
I rung up the repair centre, to be told because I have a cosmetic crack (caused by a upset toddler) they are refusing to open up my phone. They acknowledged that the crack is purely cosmetic and can in now way cause the issue that I am having.
I asked for a refund, they have refused. But they are refusing to fix my phone as its ''out of warranty due to the crack''.

I ask for the engineer's report and photo evidence of the liquid damage but they said there is no report or photos since as soon as they see water damage they do nothing else on it.

bod1467

Samsung (or their authorised repair centre) have a duty of care for goods sent to them. If THEY caused the crack (which is what I read from the OP) then THEY are responsible, irrespective of what their warranty terms say.

And "water ingress" is a typical fob-off response, and is often NOT relevant. (There are plenty of Samsung and Apple cases about this if people care to search, where the water ingress "strip" is proven to be hyper-sensitive and will be set off just by normal atmospheric moisture).