Samsung 5 Year Warranty issue

daggy

Hi,

We've had our washer for 3 and a half years, but it has just broke for the second time (different faults); first time around (within 2 years) they sent an engineer and fixed it without issue, but this time they are refusing as they say I did not register for the extended warranty.

I did register for the warranty (sent card in), but I never heard anything back, so I chased them and they told me to login to my account and register my product, which I did... but apparently that doesn't suffice.

I've just read their T&C and under the redemption part it says the following:

5 YEAR WARRANTY: REDEMPTION PROCESS & DETAILS
1. To redeem and claim the 5 year warranty, all details and submissions must be registered using the
website address or telephone number shown at the top of this page.
2. The 5 Year Warranty must be registered no later than 90 days from the invoice date.
3. Upon registration the claimant will be sent an email confirmation with notification of registration and
a related reference number.
4. A copy of your receipt, invoice or lease agreement MUST be retained by you as proof of purchase.
5. The 5 Year Warranty is not transferable to a third party and no alternative will be offered.

Point 4 is the relevant one for me as when I called Samsung they said I needed to provide the confirmation e-mail, but that is not what the T&C say... I do have the receipt etc, but I never received a confirmation e-mail, nor did I when I registered my fridge a few years ago.

To confuse things, I bought the item from comet, so not sure how I'd claim under the SOG act? Reasonable use is 6 years, but that contract is with the retailer? Also..onus is on me to prove fault, but would an error code be sufficient?



Originally e-mailed Samsung at the weekend, so they pretended to call (rang once hung up) then e-mailed me yesterday saying try this and if it doesn't work contact the engineer, unfortunately the engineer cannot do the warranty repair without Samsungs approval.

Appreciate any help as I've had to come back from work to sort this today...

wealdroam

daggy wrote: »

Hi,

We've had our washer for 3 and a half years, but it has just broke for the second time (different faults); first time around (within 2 years) they sent an engineer and fixed it without issue, but this time they are refusing as they say I did not register for the extended warranty.

I did register for the warranty (sent card in), but I never heard anything back, so I chased them and they told me to login to my account and register my product, which I did... but apparently that doesn't suffice.

I've just read their T&C and under the redemption part it says the following:

5 YEAR WARRANTY: REDEMPTION PROCESS & DETAILS
1. To redeem and claim the 5 year warranty, all details and submissions must be registered using the
website address or telephone number shown at the top of this page.
2. The 5 Year Warranty must be registered no later than 90 days from the invoice date.
3. Upon registration the claimant will be sent an email confirmation with notification of registration and
a related reference number.
4. A copy of your receipt, invoice or lease agreement MUST be retained by you as proof of purchase.
5. The 5 Year Warranty is not transferable to a third party and no alternative will be offered.

Point 4 is the relevant one for me as when I called Samsung they said I needed to provide the confirmation e-mail, but that is not what the T&C say... I do have the receipt etc, but I never received a confirmation e-mail, nor did I when I registered my fridge a few years ago.

To confuse things, I bought the item from comet, so not sure how I'd claim under the SOG act? Reasonable use is 6 years, but that contract is with the retailer? Also..onus is on me to prove fault, but would an error code be sufficient?



Originally e-mailed Samsung at the weekend, so they pretended to call (rang once hung up) then e-mailed me yesterday saying try this and if it doesn't work contact the engineer, unfortunately the engineer cannot do the warranty repair without Samsungs approval.

Appreciate any help as I've had to come back from work to sort this today...

When you bought the washer did you use a credit card or perhaps some other form of credit?

Further down that document you linked to it does say:

CLAIM(S) FOR WARRANTY SERVICE / TECHNICAL SUPPORT

To obtain a warranty service:
• Contact the Samsung Support hotline on UK: 0330 726 7864 (SAMSUNG) /EIRE: 0818717100
• Provide the product code and serial number.
• Provide proof of activated extended warranty, as per the e-mail confirmation sent at the time of online warranty registration(s).
• Provide a clear fault description and carry out any diagnostics if advised.
• Comply with any reasonable instructions from Samsung or an Authorised Service Centre to allow you to receive the warranty service.
•Provide proof of purchase to an engineer to validate.

The third bullet point states that they do need the confirmation email.

daggy

Fek..didn't see that bit, seems misleading/confusing to not state that at the top.

Yeah, it was on a purchase plan through comet, underwritten by Santander.. are we able to claim under that?

The plan has been settled for a long time.

wealdroam

daggy wrote: »

Yeah, it was on a purchase plan through comet, underwritten by Santander.. are we able to claim under that?

Yes.
Section 75 of The Consumer Credit Act makes the credit supplier equally responsible for performance of the contract, so you can seek a Sale of Goods Act remedy from Santander.

Have a read of MSE's Section 75 article.

daggy wrote: »

The plan has been settled for a long time.

That doesn't matter.


One other point from your original post:
"Reasonable use is 6 years".
Not sure what you mean by this, but SoGA definitely does not say the thing should last six years.

bris

The warranty is over and above your consumer rights so if it isn't set up properly then you have no warranty.


You can try the S75 route for a SOGA claim but you now need your own expert reports to state it was a manufacturing fault inherent at time of purchase.


The error code is not sufficient no, being faulty is not enough, it's why it went faulty and what caused it that counts.


Give Santander a call to start the process but they are well know for being difficult to deal with.

daggy

bris wrote: »

The warranty is over and above your consumer rights so if it isn't set up properly then you have no warranty.


You can try the S75 route for a SOGA claim but you now need your own expert reports to state it was a manufacturing fault inherent at time of purchase.


The error code is not sufficient no, being faulty is not enough, it's why it went faulty and what caused it that counts.


Give Santander a call to start the process but they are well know for being difficult to deal with.

Yup, thought as much... I submitted the card as requested, but never received anything back..

Alos e-mailed about it and was given a link to fill a form out, which I did... but it didn't help.

Had similar issues with the refrigerator.. error from the site saying 'wait for form from samsung', e-mailed about this and have support e-mails, but no warranty confirmation e-mail.

Looks like I'm funked...

Where do I stand on my refrigerator? Bough on CC, can I insist on a refund because Samsung will not honour the warranty if it breaks? We wouldn't have bought any of their stuff had they came without the extended warranty.

bris

When did you buy the fridge? The retailer is ultimately responsible for any purchase problems.


If you bought it 3 years ago too then no, it's been accepted a long time ago. Problems should be reported before acceptance takes place.

daggy

06/12/2013

I chased samsung multiple times about it and thought it was sorted, but looks like it isn't now...

daggy

Update on this:

Made a section 75 claim and they are asking for an independent report; I've had a look online and it looks like I have to front the cost of this, but can I insist on being reimbursed if it confirms the fault?

unholyangel

daggy wrote: »

Update on this:

Made a section 75 claim and they are asking for an independent report; I've had a look online and it looks like I have to front the cost of this, but can I insist on being reimbursed if it confirms the fault?

It needs to confirm that how the goods fail to conform to contract is inherent in nature. So for example a report stating that the computer board in the machine has failed due to inadequate soldering or substandard components.

But yes, if the report supports that the "fault" is inherent, the card company should reimburse you the cost of this as its a cost you wouldn't have incurred had there not been a breach of contract/had the goods not failed to conform to contract.

daggy

Hi folks...

We got the report...psb:

We were requested by our client to write a report on a Samsung washing machine model no.WF0702WKE/XEU serial number Y4GK5ABC20014A ERROR CODE 3E WAS DISPLAYED.
0ur finding as are as follows;

The motor circuit on PCB had overheated, possibly caused by motor, tested motor itself, seems ok (commutator worn on motor ). PCB definately required and possible motor. Cost of repair £ 220 and up to £ 350 with the motor.
My professional opinion is that this washing machine is beyond economical repair.

##########################

We sent them the report, but they;ve rejected the claim because it does not confirm the problems were present when the washer wa supplied.

Any advice on next step? Do I go to the ombudsman or is a follow up letter worthwhile?

We've had the washer for 3 years... so it's well within the 'expected' lifespan of an appliance.

Thanks in advance