Samsung warranty

groovy_chick

Hi there

I've recently contacted my mobile provider because my Samsung S7 edge has frozen up and, after running through the script of diagnostics, they suggested software failure. I asked to return it for a warranty repair but they have refused as there is damage on the corner.

I told them the damage is over a year old whereas it has only frozen up now but they won't budge - they say I have to pay for a complete case repair (front and back screens) before they will consider fixing the software - as its current condition voids the warranty. Really it is minimal damage, I don't know many people that don't have at least one corner damaged on their phone!

Anyway I have gone to check my warranty booklet and there is no mention of superificial damage voiding the warranty - only things like water/heat damage.

So my question is, is this fair and legal? Have I voided the warranty or are they fobbing me off?

Really appreciate your experience here

GC x

PHK

It's their warranty and they are free to put any conditions they like in it. If you feel they are unreasonable conditions then you would need to challenge them, perhaps ultimately in court.

However, I would say that the fact that something happened to damage the corner would make your job difficult.
You do have your consumer rights against the retailer, but would need to show (perhaps with your own report) that the fault is inherent and that the damage is actually superficial. i.e. that there wasn't damage internally as well.

macman

How can impact damage cause a software fault? If they can demonstrate that a component has been damaged, then clearly the warranty is void.
Otherwise I think they're trying it on.

JJ_Egan

Samsung do have very strict terms on their warranty .
This of course is different to the users Consumer Rights via the vendor . Though in many cases they reach the same conclusion .
OP can claim against the vendor but will probably need to pay for a qualified report stating the problem and cause .