Samsung warranty

grahamlindsay

I sent my phone to samsung for a repair and I recieved an email saying it had been repaired. Yesterday I recieved an email saying this was not the case and the phone was not covered by a warranty and it would cost me £92.

The original fault was a software fault and they have told me they need to fix a superficial crack in order to repair the phone otherwise the warranty is void.

What sort of comeback do I have. I understand these may be the terms but it just seems like they are trying to weasel out of doing the repair under warranty. Especially since I received an email 2 days prior saying it was all good and been dispatched.

I was told by the repair centre to contact samsung but as usual if you work full time you never get the chance to spend an hour on hold to get through to them.

Can I just tell them the crack happened during transit. How will they know?

marliepanda

Yes they will know. It's also fraud. Plus even if it had been damaged in transit that would still be your problem to solve, not Samsung.

Most phone companies will not work on phones with cracked screens.

powerful_Rogue

grahamlindsay wrote: »

I sent my phone to samsung for a repair and I recieved an email saying it had been repaired. Yesterday I recieved an email saying this was not the case and the phone was not covered by a warranty and it would cost me £92.

The original fault was a software fault and they have told me they need to fix a superficial crack in order to repair the phone otherwise the warranty is void.

What sort of comeback do I have. I understand these may be the terms but it just seems like they are trying to weasel out of doing the repair under warranty. Especially since I received an email 2 days prior saying it was all good and been dispatched.

I was told by the repair centre to contact samsung but as usual if you work full time you never get the chance to spend an hour on hold to get through to them.

Can I just tell them the crack happened during transit. How will they know?

Most warranties will have this included that they won't carry out a warranty repair on a broken phone.

You can tell them what you like, depends on your morals I guess. However they might then tell you to claim off the postage insurance if you paid for the postage.

Billy_Bullocks

grahamlindsay wrote: »

I sent my phone to samsung for a repair and I recieved an email saying it had been repaired. Yesterday I recieved an email saying this was not the case and the phone was not covered by a warranty and it would cost me £92.

The original fault was a software fault and they have told me they need to fix a superficial crack in order to repair the phone otherwise the warranty is void.

What sort of comeback do I have. I understand these may be the terms but it just seems like they are trying to weasel out of doing the repair under warranty. Especially since I received an email 2 days prior saying it was all good and been dispatched.

I was told by the repair centre to contact samsung but as usual if you work full time you never get the chance to spend an hour on hold to get through to them.

Can I just tell them the crack happened during transit. How will they know?

Still won't change the fact the screen was broken.

grahamlindsay

marliepanda wrote: »

Most phone companies will not work on phones with cracked screens.

Theres no crack on the screen just a superficial hairline crack on the back. Ive not got a background in law or retail but as an engineer it seems pointless for their engineer to fix something completely superficial in order to fix another unrelated fault. If it was a cracked screen I could maybe understand it impeding the repair and if it was smashed to bits its understanding but its a small hairline on the back.

Seems to me like taking a new car in to fix a fault on the ECU under warranty but they wont fix it until you get the paint touched up.

grahamlindsay

powerful_Rogue wrote: »

Most warranties will have this included that they won't carry out a warranty repair on a broken phone.

You can tell them what you like, depends on your morals I guess. However they might then tell you to claim off the postage insurance if you paid for the postage.

Its not broken. It has a tiny superficial crack on the back. I didnt ask for the crack to be repaired. I asked for the software to be fixed which is completely irrelevant to the crack.

Also I got an email saying it was fixed and dispatched then another email saying this. They are clearly trying to weasel out of it.

powerful_Rogue

grahamlindsay wrote: »

Theres no crack on the screen just a superficial hairline crack on the back. Ive not got a background in law or retail but as an engineer it seems pointless for their engineer to fix something completely superficial in order to fix another unrelated fault. If it was a cracked screen I could maybe understand it impeding the repair and if it was smashed to bits its understanding but its a small hairline on the back.

Seems to me like taking a new car in to fix a fault on the ECU under warranty but they wont fix it until you get the paint touched up.

When they remove the back, that hairline crack could get bigger or damage the back completely. As such its easier for companies not to offer a repair to a damaged handset under warranty.

grahamlindsay

powerful_Rogue wrote: »

When they remove the back, that hairline crack could get bigger or damage the back completely. As such its easier for companies not to offer a repair to a damaged handset under warranty.

They should not have to take the back off to download the software onto it. However if thats the policy, is there nothing I can do except pay up or get my phone back unrepaired?

wealdroam

grahamlindsay wrote: »

They should not have to take the back off to download the software onto it. However if thats the policy, is there nothing I can do except pay up or get my phone back unrepaired?

In this situation there is nothing that you can do under the manufacturer's warranty.

Did you buy the phone direct from Samsung? If not, any statutory rights you have are with/against whoever sold the thing to you.

A manufacturer's warranty is in addition to your statutory rights and as such can have conditions. One such condition might be "we will not fix software problems on phones where there is physical damage".

grahamlindsay

wealdroam wrote: »

In this situation there is nothing that you can do under the manufacturer's warranty.

Did you buy the phone direct from Samsung? If not, any statutory rights you have are with/against whoever sold the thing to you.

A manufacturer's warranty is in addition to your statutory rights and as such can have conditions. One such condition might be "we will not fix software problems on phones where there is physical damage".

Ive got the phone on contract from my network. I took it in store and they just said to go directly to samsung

wealdroam

grahamlindsay wrote: »

Ive got the phone on contract from my network. I took it in store and they just said to go directly to samsung

Have you read MSE's Consumer Rights guide?

There is lots of good stuff in there and here is just one short extract:

Know who's responsible

When returning items, beware shops trying the oldest trick in the book: saying they're not responsible for the shoddy goods and you must call the manufacturer. This is total nonsense!

If a company fobs you off by saying “go to the maker instead”, it's wrong. It's the retailer's job to sort it.

It doesn't matter if it's an iPod from a high street shop or a designer frock from a department store. If something's broken, torn, ripped or faulty, the seller has a legal duty to put it right as your contract is with it.