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Samsung Cancelled Repair - What does this mean?

I bought a Chromebook brand new recently. It did not work on receipt, so Samsung collected it to look at it. They returned it and said they had replaced the OS, however, I still could not get it to work, so they collected it again to have another look.
Late Christmas Eve, I received a text from Samsung saying the repair had been cancelled.

I realise they will be closed for whatever day they close on for the Festive Season, but wonder if anyone knows what "repair cancelled" means in terms of resolving the matter of their brand new product which does not, or has ever worked.

Do they refund or replace directly via the manufacturers warranty? I bought the Chromebook in the USA, so cannot return to the retailler.

I suppose I can phone them when they open again later this week, but interested to know beforehand.
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Comments

  • It might be the case that Samsung have discovered that the Chromebook wasn't purchased in the EU and is therefore ineligible for their warranty.
    Samsung Electronics (UK) Ltd support a product purchased in Europe if it has an EU Bloc Warranty. This warranty is present where the top of the product warranty card clearly states 'European Bloc'. If the product is purchased in another part of the globe then Samsung may attempt a repair. Samsung Electronics (UK) Ltd cannot guarantee the outcome
    http://www.samsung.com/uk/support/warranty/
  • Thanks Shaun, possibly, however if they couldnt effect a repair on the basis of the EU Warranty, why did they accept it the first time, "repair" it, then send it back?

    Another thing was that a few days ago, Digicare, the company that does the repairs etc, called me to say that their engineers had plugged it in and were happily surfing the net with it, something I could never do with it.

    I told the engineer that my home network was BT Infinity and I was using a HomeHub5, and that the wireless security was WPA2. They said that that was why it was possibly not working, however I pointed out that my wife`s Chromebook works off exactly the same wireless band with same WPA2 security, with never any problem.

    That was when they said they would investigate the issue further....then 2 days later (yesterday), I received the text to say "repair cancelled."

    I will call them tomorrow if they are back. Thanks
  • AJXX
    AJXX Posts: 847 Forumite
    Bt home hub 4 and above have major issues with 5ghz bands (Google it) - maybe it could be that.

    Edit: http://bt.custhelp.com/app/answers/detail/a_id/44798/~/i-have-problems-connecting-5ghz-and-dual-band-devices-wirelessly-to-the-bt-home
  • Strider590
    Strider590 Posts: 11,874 Forumite
    edited 26 December 2014 pm31 12:46PM
    How many devices do you have on Wifi?

    My Homohub 3 had a DHCP limit of 6 devices, 6 IP addresses that it would lease out for devices to connect, any further devices would not be able to. It can't be changed, BT claim it's a bug, but I think it's to stop people sharing their internet costs with neighbours.

    I have my own router, I will NEVER go back to using BT homehubs.

    Set a smartphone to run WiFi tethering and see if you can connect to that, this is just a test to see if the WiFi actually works or not.
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  • AJXX wrote: »
    Bt home hub 4 and above have major issues with 5ghz bands (Google it) - maybe it could be that.

    Edit: http://bt.custhelp.com/app/answers/detail/a_id/44798/~/i-have-problems-connecting-5ghz-and-dual-band-devices-wirelessly-to-the-bt-home

    My wife`s Samsung Chromebook works perfectly well on the 5GHz band.
  • Strider590 wrote: »
    How many devices do you have on Wifi?

    My Homohub 3 had a DHCP limit of 6 devices, 6 IP addresses that it would lease out for devices to connect, any further devices would not be able to. It can't be changed, BT claim it's a bug, but I think it's to stop people sharing their internet costs with neighbours.

    I have my own router, I will NEVER go back to using BT homehubs.

    Set a smartphone to run WiFi tethering and see if you can connect to that, this is just a test to see if the WiFi actually works or not.

    I have 2 Iphones and my laptop on the 2.4GHz band, and my wife`s Samsung Chromebook on the 5GHz band. The new Chromebook receives the 5GHz band, but I cannot get on the internet..that is the problem.

    I actually phoned Samsung today but they have said that all tests show nothing wrong with the Chromebook, but cannot understand how my wife`s one works ok on the same home network. Apparently in the history of Samsung, this is a first ! :rotfl:
  • wealdroam
    wealdroam Posts: 19,180 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Combo Breaker
    If Samsung can find no fault with it, what do you expect them to do other than return the thing to you?

    If you cannot get it to work then perhaps you need to do more extensive research into the problem, or refer the matter to the seller.

    I know the seller is in the USA, but it is for just such issues that one should think very carefully before sourcing a 'bargain' from abroad.
  • wealdroam wrote: »
    If Samsung can find no fault with it, what do you expect them to do other than return the thing to you?

    If you cannot get it to work then perhaps you need to do more extensive research into the problem, or refer the matter to the seller.

    I know the seller is in the USA, but it is for just such issues that one should think very carefully before sourcing a 'bargain' from abroad.

    I fully expect them to return it to me, however a reason why it wont work on my home network when the other Chromebook does would be welcome.

    I have already done research into the security the Chromebook used on the wireless channel, but there is no explanantion anywhere online as to why this has happened, and Samsung do not know!

    Anyway, it was not a bargain, it was just that the size of Chromebook (13.3" screen) referred to was only available at a sky high price from Amazon and not available in the UK shops. It is available on eBay UK (from USA), and having checked initially with the seller in the US and Samsung, there was no reason for the Chromebook not to work in the UK and Europe. The extended warranty is also a worldwide one.
  • JJ_Egan
    JJ_Egan Posts: 20,281 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    The extended warranty is also a worldwide one.

    Got any real evidence of that as most Samsung warranties are not worldwide .

    Does the wifi symbols show connected .
    Have you tried removing security from the router .
    What part of the internet are you trying to access and by what method .
  • I thought the USA used a different set of frequency bands for their Wifi channels? Could it be that it's configured for USA channels and you might need to change that configuration for UK use?
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