Samsung - Replacing printer

tonyg_2

I have a laser printer that I bought from PC World in January. This needs replacing - Samsung have offered to replace it with a reconditioned machine "of similar age."

BUT...

My one has hardly been used at all - still is totally immaculate (eg has original stickers on casing, no dust whatsoever, etc), and I may want to give it to someone as a gift. I can prove the exact (few) number of printed sheets of paper which is very very minimal - there is a setting on the printer to indicate the number of sheets that have been printed.

When I asked Samsung whether they could guaranttee that the replacement will also have been used so little they admitted that they could not do so.

Given that my one has been hardly used at all almost certainly the replacement will have been used substantially more. My view is that this is totally unreasonable but Samsung will not budge.

...Bit like replacing a new defective car with one of higher mileage!

Any ideas where I stand on this and what I should do. Thanks!

Tony

djohn2002uk

I think Trading Standards would be with you on this. Four months is an unreasonably short time for it to need replacing. Tell PCWorld you are not accepting it and you want a full refund. The onus is on the retailer not Samsung. Don't let PCWorld off the hook, they are liable.

mandi

Pc World havent got a leg to stand on!!!! your printer is in fact covered for 6 years ( within reason ) Thats why is never advisable to take one of these overpriced, total Rip off warrantys that get pushed in your face everytime you go into the big stores !!! Definately stick to your guns.. tell them you want a new replacement.. no questions asked.. otherwise they can stick their reconditioned printer where the sun doesnt shine, cos you will be speaking to trading standards!!!!

tonyg_2

After phoning the PC World support line and mentionning Trading Standards they (eventually) agreed that I should take this printer back to my local store for a replacement.

When I went to my local store and after 90 minutes of them checking my printer, saying they would not replace it, then saying they would replace it, then saying they would have to phone Samsung, then Samsung saying that PC World could only offer a reconditioned unit, me eventually refusing to speak to Samsung at the PC World shop(I have spoken at least 6 times to 6 different people there), PCWorld then agreeing again to replace it, PC World then asking me another £20...

...well it goes on... eventually I got my replacment. The spotty-nosed kid at my local PC World was totally useless; whilst I found some other lady who was helpful.

Apparently according to this woman Samsung have this "reconditioned unit only" policy on all their stuff.

I will never buy Samsung again.

Tony

Wig

You're lucky you didn't buy it for 30 quid in the special offer they did on Samsung lasers, because then they might have offered you a refund!

However even if this did happen legally you are entitled to

a refund OR a new replacement, it is not up to the store to decide which you get it is your decision.

Bottom line here is that if you hadn't got satisfaction you would have applied to the small claims court and charged PCWorld the cost of a new machine and the 25 pounds (or so) for the cost of the court. They would have given in eventually it's just a matter of when - not if.

webmasterpolo

Dear tonyg, PCWorld is responsible for the printer under the sale of goods act. Samsung as the manufacturer is not responsible under the sale of goods act.

Samsung in addition to your rights under the above act offer a warranty with their products like most manufacturers. This warranty, like all manufacturers I've ever dealt with will provide a refurbished unit or repair with refurbished parts.

If you don't like the warranty they provide then goto the retailer. If you can't get joy from the retailer you are lucky the manufacturer offers you this additional warranty to get you a working printer for free.

It is not Samsungs fault. It is PCWorlds fault.

Write to PCWorlds head office address and state everything you went through. Demand compensation of say a toner cartridge for your trouble. At the very least you should get £10 gift voucher and an apology.

Stores will not simply replace the unit because it costs them money. The monkeys on the front line are told they are not allowed to do so. The HQ will/should know about the sale of good act and therefore order the store to replace the unit.

My advise would in future not the buy anything from the DSG as they are notorious for this practise. Better to search the internet on sites like pricerunner.com or kelkoo.co.uk where you will find the unit cheaper anyway. Plus always pay via credit card as you get addition protection under section 75.

-Web

Wig

webmasterpolo wrote:

Dear tonyg, <snip> My advise would in future not the buy anything from the DSG as they are notorious for this practise.

DSG ?

djohn2002uk

Dixons Store Group.

PCWorld are part of that group.

tonyg_2

webmasterpolo wrote:

Dear tonyg, PCWorld is responsible for the printer under the sale of goods act. Samsung as the manufacturer is not responsible under the sale of goods act.

Samsung in addition to your rights under the above act offer a warranty with their products like most manufacturers. This warranty, like all manufacturers I've ever dealt with will provide a refurbished unit or repair with refurbished parts.

If you don't like the warranty they provide then goto the retailer. If you can't get joy from the retailer you are lucky the manufacturer offers you this additional warranty to get you a working printer for free.

It is not Samsungs fault. It is PCWorlds fault.

Write to PCWorlds head office address and state everything you went through. Demand compensation of say a toner cartridge for your trouble. At the very least you should get £10 gift voucher and an apology.

Stores will not simply replace the unit because it costs them money. The monkeys on the front line are told they are not allowed to do so. The HQ will/should know about the sale of good act and therefore order the store to replace the unit.

My advise would in future not the buy anything from the DSG as they are notorious for this practise. Better to search the internet on sites like pricerunner.com or kelkoo.co.uk where you will find the unit cheaper anyway. Plus always pay via credit card as you get addition protection under section 75.

-Web

Thank you for the clarification. My unit has indeed now been replaced, but you are right, i think I do deserve something like a toner cartridge or something for my wasted time and effort. I will write them a letter and see what response I get - will keep you guys posted.

tonyg_2

Right - letter written to Chief Exec. Let's see what happens!

derrick

webmasterpolo wrote:

Plus always pay via credit card as you get addition protection under section 75.

-Web

Only for goods/services between £100 and £30,000.