Samsung repair-

Ianne

Hello,


My mum received her samsung note 10.1 last week from samsung without any repairs undertaken, however they removed the screen protector of the tablet without informing us.


We've contacted Samsung last week and was passed to their escalation team and was told to wait up to 72hrs for their call, and today we received a phone call from them and advised us to contact inovo(Samsung service centre) to ask for replacement or a form of voucher, so we contacted inovo, but then they would not take responsibility as they were saying its their standard procedure for repairs, they were saying that everything should've been remove before sending the tablet for repair, we argued that it did not state on the steps from the letter before sending the tablet to remove anything else other than the sim card and memory card, so they told us to contact Samsung again as they were the one who arrange the repair, and so we did, Samsung then said they could not do anything else.


This is very stressing, please help and give us advice on what to do.
Thank you in advance

powerful_Rogue

Ianne wrote: »

Hello,


My mum received her samsung note 10.1 last week from samsung without any repairs undertaken, however they removed the screen protector of the tablet without informing us.


We've contacted Samsung last week and was passed to their escalation team and was told to wait up to 72hrs for their call, and today we received a phone call from them and advised us to contact inovo(Samsung service centre) to ask for replacement or a form of voucher, so we contacted inovo, but then they would not take responsibility as they were saying its their standard procedure for repairs, they were saying that everything should've been remove before sending the tablet for repair, we argued that it did not state on the steps from the letter before sending the tablet to remove anything else other than the sim card and memory card, so they told us to contact Samsung again as they were the one who arrange the repair, and so we did, Samsung then said they could not do anything else.


This is very stressing, please help and give us advice on what to do.
Thank you in advance

Removal of a screen protector is very stressing? Each to their own I suppose.

Im presuming a screen protector would be classed as an accessory and as such would need to be removed before sending off for repair.

The reason Samsung would have removed it is so they can run tests on the tablet. Screen protectors will reduce some of the screen contrast and sensitivity.

My advice? My a new one. You can get them off ebay for a few pound.

Ianne

powerful_Rogue wrote: »

Removal of a screen protector is very stressing? Each to their own I suppose.

Im presuming a screen protector would be classed as an accessory and as such would need to be removed before sending off for repair.

The reason Samsung would have removed it is so they can run tests on the tablet. Screen protectors will reduce some of the screen contrast and sensitivity.

My advice? My a new one. You can get them off ebay for a few pound.

Thank you but your advice just means you are giving away your rights.


I know screen protector does not cost that much, but with them trying to passed us to different departments is very stressing.


The problem on the tablet had nothing to do with the screen. It was having a charging problem but then they could not reproduce the symptom, so they sent it back without any further actions taken, they actually changed the usb cable, so I think it was the faulty cable causing it, well they did not mention replacing the cable or the cause of the problem.


Just to add, this is actually the 2nd time we sent the tablet for repair with the same problem, the 1st time we've sent it, they repaired it with no issues, even the screen protector was untouched.

powerful_Rogue

What rights are you giving away? I dont quite follow.

Again, why get yourself so worked up when you can buy a new screen protector for a couple of quid.

visidigi

Ianne wrote: »

Thank you but your advice just means you are giving away your rights.


I know screen protector does not cost that much, but with them trying to passed us to different departments is very stressing.


The problem on the tablet had nothing to do with the screen. It was having a charging problem but then they could not reproduce the symptom, so they sent it back without any further actions taken, they actually changed the usb cable, so I think it was the faulty cable causing it, well they did not mention replacing the cable or the cause of the problem.


Just to add, this is actually the 2nd time we sent the tablet for repair with the same problem, the 1st time we've sent it, they repaired it with no issues, even the screen protector was untouched.

Samsung have the right to return the item to stock as part of the check it performs during the repair process. I had the same issue when I sent an HTC in for repair to a battery contact - no screen protector on the handset I got back - so I applied another - especially relevant to your claim that this is somehow against your rights...a screen protector is a consumable...

Ianne

visidigi wrote: »

Samsung have the right to return the item to stock as part of the check it performs during the repair process. I had the same issue when I sent an HTC in for repair to a battery contact - no screen protector on the handset I got back - so I applied another - especially relevant to your claim that this is somehow against your rights...a screen protector is a consumable...

but they've not done any repairs to the tablet as they could not reproduce the symptom, they probably just tried a different cable and it started charging properly.

powerful_Rogue

Ianne wrote: »

but they've not done any repairs to the tablet as they could not reproduce the symptom, they probably just tried a different cable and it started charging properly.

But they would need to run tests to establish there was no fault and as such no need for the repair. For the tests to be carried out correctly and accuratly they would want the product in its original condition.

visidigi

Ianne wrote: »

but they've not done any repairs to the tablet as they could not reproduce the symptom, they probably just tried a different cable and it started charging properly.

They will remove anything from the device that may be a cause for a fault. This is pretty much standard for all repair centers, like has been said, for the sake of a few quid I would buy yourself a replacement from eBay - you could end up spending more on phone calls before anything else with no guarantee for a replacement

susancs

The screen protectors for your item start from 99p including free postage on ebay. As others have said if this is costing you time and money on phonecalls, plus you are suffering from stress over this matter, it would make sense to just order one off ebay.