Samsung refusing to repair phone as it's a "non-EU device"

weila229

Hi, I'm looking for some advice please.

My Samsung S6 stopped making/receiving calls on Friday as it no longer registers on the network. If I shake it gently I can hear something loose rattling inside. I tried my sim card in another mobile and it works perfectly. I tried another, perfectly working, sim in my mobile and it wouldn't register that sim card on any network either. I called Talk Mobile who advised me to contact Samsung. The Samsung helpline isn't open on a Sunday, but I have had a frustrating Facebook chat with them today.

It initially seemed that Samsung was all poised to help me and offered me packaging for a postal return.

They then asked for my phone details, IMEI, serial number, etc. and gave me a reference number. They then said, before we proceed, where did you purchase it from. I explained eGlobal Central UK online. They said that their system is saying that the handset is not a UK phone and therefore the Samsung 24 month warranty does not exist on my device. I've just had another message from them saying "We're unable to repair the phone as it's a non-EU device".

I don't understand because surely it is still a Samsung-manufactured phone. Can anyone give me any advice please?

Thanks in advance,

Laura

unforeseen

They are saying that they (Samsung UK) only provide and deal with warranties for UK phones.

Your IMEI identifies your phone as non-UK and also by the sound of it non-EU.

Your only recourse is through the retailer.

Frozen_up_north

The warranty is with the shop that sold the phone, not Samsung.

Jon_01

As above, Samsung's warranty service is by area. Slightly different models in different parts of the world.
The odds are Samsung UK don't carry the parts for a none UK model.

eGlobal are a known gray importer and your warranty is with them, but they're also known as a complete pain to deal with after the sales gone through!!

shaun_from_Africa

Frozen_up_north wrote: »

The warranty is with the shop that sold the phone, not Samsung.

That's incorrect.
If a warranty is provided (and there is no legal requirement for any form of warranty to be given) then it is with whoever offers that warranty. In this case it's Samsung.

The OP's legal rights under the Consumer rights act or Sale of goods act are against the shop that sold the phone. (assuming that the purchase was made by a consumer and not a business).

unforeseen

Samsung Warranty

When you buy a non-European device, it is not covered under our European Warranty Policy. In that regard, when making a purchase please do check that the device is a European model.

d123

weila229 wrote: »

Hi, I'm looking for some advice please.

My Samsung S6 stopped making/receiving calls on Friday as it no longer registers on the network. If I shake it gently I can hear something loose rattling inside. I tried my sim card in another mobile and it works perfectly. I tried another, perfectly working, sim in my mobile and it wouldn't register that sim card on any network either. I called Talk Mobile who advised me to contact Samsung. The Samsung helpline isn't open on a Sunday, but I have had a frustrating Facebook chat with them today.

It initially seemed that Samsung was all poised to help me and offered me packaging for a postal return.

They then asked for my phone details, IMEI, serial number, etc. and gave me a reference number. They then said, before we proceed, where did you purchase it from. I explained eGlobal Central UK online. They said that their system is saying that the handset is not a UK phone and therefore the Samsung 24 month warranty does not exist on my device. I've just had another message from them saying "We're unable to repair the phone as it's a non-EU device".

I don't understand because surely it is still a Samsung-manufactured phone. Can anyone give me any advice please?

Thanks in advance,

Laura

EGlobal are a Hong Kong company, you need to organise the repair with them.

Samsung in Hong Kong will probably honour the warranty if you can get it to them.

This is the address of your retailer if it's any help

22. Our Details

Our office is located at the following address:
West Wing, 2/F,
822 Lai Chi Kok Road,
Lai Chi Kok,
Kowloon

https://www.eglobalcentral.co.uk/terms-and-conditions.html?desktop

Just one of the hazards of smuggling grey goods in from HK...

d123

shaun_from_Africa wrote: »

That's incorrect.
If a warranty is provided (and there is no legal requirement for any form of warranty to be given) then it is with whoever offers that warranty. In this case it's Samsung.

The OP's legal rights under the Consumer rights act or Sale of goods act are against the shop that sold the phone. (assuming that the purchase was made by a consumer and not a business).

"Samsung" isn't a single company.

The 1 year warranty will be offered by Samsung Electronics H.K. Co. Ltd

Service Policy / Warranty
Please read the following Product Warranty Terms and Conditions carefully before signing the service order receipt:

1. For handset and charger defects that occur under normal operating circumstances, subject to verification by Samsung Electronics H.K. Company, Limited (hereinafter called the “Company”), free of charge repair service shall be provided by the Company within one (1) year commencing from the date of sales invoice.

Valid Sales invoice must be issued by authorized resellers or affixed with model and serial number label printed by authorized distributors.

http://www.samsung.com/hk_en/support/warranty/

shaun_from_Africa

d123 wrote: »

"Samsung" isn't a single company.

I realise that Samsung, like many global businesses is made up of many different companies based in different countries.
All I stated was that the warranty is nothing to do with the retailer of the phone, simply that it is with whoever is offering to warrant the phone who in this case is one of the divisions of Samsung.

Even if the retailer was UK based, they are perfectly entitled not to offer any warranty on goods they supply.

prosaver

thats the trouble buying things over the internet, E mobile was a bit like that and made me phone the helpline when I complained in the shop about a faulty charger.
got nowhere except, kick out the shop by the security guard..:mad:

Owenboy89

Does anybody know if you can insure non EU devices with companies like protect your bubble ect.

I just bought a Note 9 and it's a non EU. With people buying phones that are never EU registered like the OPPO, Pocophone ect some insurance companies must be able to cover non EU registered devices in the UK