Samsung refund question

Cattykins

Hi. Would appreciate advice please - I had a Samsung fridge freezer delivered 3 days ago but it had one of the shelving compartments missing and a fault on the water filter. I informed Currys of the problems the day after delivery and have spoken to their 'know how' dept, which was a nightmare! Have been on the phone for an hour today and have asked for a refund - Currys have said that an engineer has to come out first to verfiy the problem, before a refund will be given. Apparently, it is only Samsung who require this. I will also then have to wait in another day for the fridge freezer to be collected. Does anyone know if Samsung can demand this engineer's visit, before giving the refund? Many thanks for any help.

London50

As far as I understand from reading these forums companies have the right in the first 6 months to offer a repair,replacement or refund but it is their choice. After 6 months it is then down to the consumer to prove it is an common fault so {unless others know better} I think that the only choice you have is what Curry's are offering.

bris

They do have the right to inspect the item to prove there really is a fault.

unholyangel

London50 wrote: »

As far as I understand from reading these forums companies have the right in the first 6 months to offer a repair,replacement or refund but it is their choice. After 6 months it is then down to the consumer to prove it is an common fault so {unless others know better} I think that the only choice you have is what Curry's are offering.

Thats only if acceptance has occurred. And also for inherent faults/where goods fail to conform to contract rather than "common faults". A common fault could be user error rather than a breach of contract.

If acceptance hasn't occurred then the customer can insist on a refund (but not a repair or replacement).

Although it would be reasonable for them to want to verify the fault - else customers would just take things back and claim they were broken when it was just a change of mind.

CoolHotCold

There is nothing unreasonable allowing a engineer to certify a fault due to manufacturing rather than installation or user damage before obtaining a refund.

Is there any reason why you don't want this to happen?

Cattykins

Thanks for all the replies. To be honest, I just feel that Samsung have been such hard work over this initial problem, i'd hate to think how they'd deal with a problem 6 months down the line so would rather buy a different brand. I don't think Currys have helped with their Customer service either - I was on the phone from 10am - 11am, repeating information such as my delivery date etc, only to have to wait for a supervisor to call me back sometime after 1. The call came at 3 o'clock.
I suppose i'm mostly cross at the time i've already wasted and the time I will spend hanging around for the engineer on Monday. Rant over! lol

powerful_Rogue

Cattykins wrote: »

Thanks for all the replies. To be honest, I just feel that Samsung have been such hard work over this initial problem, i'd hate to think how they'd deal with a problem 6 months down the line so would rather buy a different brand. I don't think Currys have helped with their Customer service either - I was on the phone from 10am - 11am, repeating information such as my delivery date etc, only to have to wait for a supervisor to call me back sometime after 1. The call came at 3 o'clock.
I suppose i'm mostly cross at the time i've already wasted and the time I will spend hanging around for the engineer on Monday. Rant over! lol

But you've had no dealings with Samsung?

Cattykins

Yes, Currys were liaising with Samsung during this morning's hour long phone call.Samsung are the ones who have demanded that the engineer come out. Currys said that they are the only retailer to insist this.

powerful_Rogue

Cattykins wrote: »

Yes, Currys were liaising with Samsung during this morning's hour long phone call.Samsung are the ones who have demanded that the engineer come out. Currys said that they are the only retailer to insist this.

No offence, but Currys would say that to try and take the heat off them. I would guarantee Currys would have said the same whether it was Samsung, LG or any other brand.

So is it a Currys engineer that is attending or a Samsung one?

Fosterdog

It sounds like you got through to the wrong department and that's probably why it took so long if they had to go back and fore between you and Samsung. Usually when you call the currys line for faults like this it either redirects you through to the manufacturer or gives you a direct number to call them yourself. That cuts out a lot of wasted time for you.

Fosterdog

powerful_Rogue wrote: »

No offence, but Currys would say that to try and take the heat off them. I would guarantee Currys would have said the same whether it was Samsung, LG or any other brand.

So is it a Currys engineer that is attending or a Samsung one?

My mum had to have an engineer to confirm a DOA fault on a Hotpoint appliance so Samsung are not the only ones wanting engineers but I had a DOA Bosch dishwasher and they sorted over the phone in one quick call, so it's not all manufacturers but more than just Samsung.