Samsung...

humbie999

Hello all and apologies if this isn't in some kind of approved format but I am new to the site and forum...


So


In July 2017 I paid £330 for a brand new Samsung Gear S3 smart watch. It was purchased from the Samsung UK online store direct as I assumed they would provide a stress free service (LOL).


After a few months I realised the watch was not receiving the notifications properly (eg when I receive a SMS on my phone, it is supposed to come to the watch too and immediately). The notifications would take hours and often never appear at all.


So, I contacted Samsung and they stated there appeared to be a fault and arranged for the item to be returned and repaired. This was done in October so well within the six month window which is of relevance. However, when they returned the watch they stated they found no issues.


Despite this, when I paired the watch again it still did not work. So, I went into the Samsung store in Bournemouth who agreed verbally it was not right and to go back to the seller.


I did so in November and once again they arranged for the watch to be collected and repaired again. This time the record of the work stated they completed a software flash. When I got the watch back it still did not work.


Hours and hours spent on the phone to their customer services was useless. They pass you around, hang up, have stated "we don't do refunds" and are very obstructive. I pointed out the Consumer rights act and their reply was "well we only do repairs".


So, in early January 2018 I went back to the Samsung store and this time got staff to open a service record to document the issue. They could not get the watch to function correctly and even paired it with a brand new store phone to rule out my phone being the issue. It was not and they closed the record off stating "item paired with multiple devices but will not work".


When I pointed this out to Samsung online, they stated they will repair it for a 4th time despite. I have refused this and asked for a refund and have simple been told no.


My only other option appears to be opening a case at "small claims" court (I know this is not the real name).


My understanding is that I am entitled to a refund due to the issues, failure to repair the item, time owned etc. I would very much appreciate any advice.

powerful_Rogue

humbie999 wrote: »

Hello all and apologies if this isn't in some kind of approved format but I am new to the site and forum...


So


In July 2017 I paid £330 for a brand new Samsung Gear S3 smart watch. It was purchased from the Samsung UK online store direct as I assumed they would provide a stress free service (LOL).


After a few months I realised the watch was not receiving the notifications properly (eg when I receive a SMS on my phone, it is supposed to come to the watch too and immediately). The notifications would take hours and often never appear at all.


So, I contacted Samsung and they stated there appeared to be a fault and arranged for the item to be returned and repaired. This was done in October so well within the six month window which is of relevance. However, when they returned the watch they stated they found no issues.


Despite this, when I paired the watch again it still did not work. So, I went into the Samsung store in Bournemouth who agreed verbally it was not right and to go back to the seller.


I did so in November and once again they arranged for the watch to be collected and repaired again. This time the record of the work stated they completed a software flash. When I got the watch back it still did not work.


Hours and hours spent on the phone to their customer services was useless. They pass you around, hang up, have stated "we don't do refunds" and are very obstructive. I pointed out the Consumer rights act and their reply was "well we only do repairs".


So, in early January 2018 I went back to the Samsung store and this time got staff to open a service record to document the issue. They could not get the watch to function correctly and even paired it with a brand new store phone to rule out my phone being the issue. It was not and they closed the record off stating "item paired with multiple devices but will not work".


When I pointed this out to Samsung online, they stated they will repair it for a 4th time despite. I have refused this and asked for a refund and have simple been told no.


My only other option appears to be opening a case at "small claims" court (I know this is not the real name).


My understanding is that I am entitled to a refund due to the issues, failure to repair the item, time owned etc. I would very much appreciate any advice.

The time line for this is very important. Can you highlight the exact dates?

humbie999

Purchase date 3rd July 2017


First logged the fault 20th November 2017 (via live chat)
Item collected by Samsung 22nd and returned to me 29th November


Second time fault logged was 13th December 2017. This was via live chat and I did ask for a refund but was assured the issue would be rectified if I sent it back again.
Item collected by Samsung 15th and returned to me 21st December


Calls made asking for a refund on 17th and 19th of January 2018 and refused. On the 19th we were actually told we could have a refund if we could show the item was faulty. This was a recorded call (by Samsung) but we were later told there was no record of this. We are in the process of applying to obtain a copy of this call.


Visit to Samsung store on 27th January 2018 when fault again seen and recorded.


Hope this helps.

m0bov

How did you pay for the watch? Credit card?

humbie999

Hi - standard Visa Debit card

pmduk

I'd point out to them that the Consumer Rights Act gives them one chance at a repair.

humbie999

You would not believe the amount of times I have pointed this out to them. Their general reply is "our policy is to repair".


I also wonder with their policy what would happen once the item is a year old? I can bet they would say the item is out of warranty and my problem.


I genuinely think that they believe if they ignore me enough and pass me about, I will !!!!!! off and give up. Guessing 99% of people do. I am a little more persistent when they have £330 of my hard earned money.

pmduk

I'd try an LBA.

humbie999

I had no idea what an LBA was but have educated myself and it's done. 2 weeks to reply and then I guess it'll be court paperwork! Ty

Fluffybunny80

Good luck and shame on Samsung for their poor customer service here!

humbie999

So, having replied to the LBA with a "we have told you our stance" letter, I paid £35 and initiated a Money Claim online.


It took 10 days to get a response which came from a Solicitor appointed to act OBO Samsung. The reply to the official court paperwork was the box "I intend to defend all of this claim". I was hoping for a quick resolution so this was not what I was hoping for. However....


Two hours after that reply, the same Solicitor made contact and offered a settlement. In the settlement was the offer of a full £329 refund with no admission of anything at all (and in full and final settlement). There was no offer of a refund of my fees or costs and part of the settlement was that I would not tell anyone in any manner whatsoever of the settlement.


On the advice of a friends qualified barrister son, I have declined the offer. I have requested that on top of the refund, I am refunded my court fee and small amount of costs. If I then accept the offer I guess this thread will need to be deleted as I can't tell you about it (confused? I am).


The fact remains that for the sake of the extra £50, I can't see it taking them long to cave in and finally refund me for the watch.


Last Samsung item I EVER purchase!