Awful Samsung Mobile & ANovo Repair Experience

lumscx

Hi,

Just want to share my aweful experience with Samsung Repair on my phone. And seek advice from the forum.

My s8 screen has a tiny crack in the phone corner about 6 months ago and since it is bearly noticible and does not affect usage so I didn't bother to fix it. But recently my phone can not longer perform fast charging and often go to bootloops when restating the phone, which does affect the usage. Chat to Samsung online support and they arrange to ship the phone to Norwich service centre to repair. Big mistake! Should have look at their review on the internet first.

As reported by a lot of other people online, Anovo has sent me a repair bill of £270 for replace the screen because the tiny crack in the phone corner. I then rang Anovo/Samsung CS and tell them that my reported phone issue is actually the bootloop but not the screen, they said that they have to repair all the problems and screen is not under warranty. As long as i pay for the screen repair my warranty will reinstate and they will look at other problems... Fair enough, I paid £270 straight away, then the next day I ring Anovo they said my phone is actually has a mainboard (PBA) problem that beyond economical repair and my phone is out of warranty so they send the phone back to me.. And also said don't worry they will refund the repair cost to me (which i haven't received yet).

I complained to Samsung CS and saying that my warranty is NOT VOID even though the screen has a tiny crack and Samsung motherboard defect is a different matter and it is not caused by the screen. The Samsung bootloop is a public known problem (a number of users report the same on internet) caused by the manufacture defect and Samsung should fix that for me.

Does any one have similar experience with Samsung CS and any recommended approach to tackle the situation?

Thanks.

JJ_Egan

Normal damage voids Samsung warranty .


Bootloop can be for many reasons from user problems through to failed hardware .
Samsungs warranty is subject to their terms and conditions and is not your rights under Consumer Regulations .


Consumer Rights ,

As its over 6 months its up to you to proof your claims via an independent report .In the first instance contact the vendor .

lumscx

Thanks for the reply. Yes I'm aware of my consumer rights with my vendor, which I will pursue separately.

In this case I just argue that the Samsung manufacture warranty terms and condition is below the standard and unfair to customer like me. I.e. their discretionary on what means normal damage and no matter that is related to a their manufacture defect or not they can get away from it. The Samsung customer service has confirmed my Samsung galaxy s8 bootloop is related to the mainboard issue and unlikely related to the screen. And also a lot of recent report on galaxy s8 bootloop issues. This is similar to a few years back LG G4 has a mainboard issue and they finally acknowledge that this is a manufacture defect and they should be responsible for replace the mainboard regardless the phone has other damage or not. Due to consumer pressure LG also subsequently amend their warranty T&C explicitly mentioned that the warranty will not void if there is defect that not related to other damage. APPLE warranty also as similar standard. But Samsung seems to fall behind its competitors in this regard. Also want to make people to be aware of the Samsung unfair warranty policy when they make the purchase decisions.

JJ_Egan wrote: »

Normal damage voids Samsung warranty .


Bootloop can be for many reasons from user problems through to failed hardware .
Samsungs warranty is subject to their terms and conditions and is not your rights under Consumer Regulations .


Consumer Rights ,

As its over 6 months its up to you to proof your claims via an independent report .In the first instance contact the vendor .

lumscx

I further refer to the original Samsung warranty card that came with my purchase, I DO NOT find any terms and conditions in English that mentioned normal damage (or screen damage) voids Samsung Warranty. I think it is just an excuse that Samsung use to deny customer rights.

I have attached the below warranty T&C and any one can help comment or interpret on that. Cheers.

marliepanda

5. Abuse and misuse

Screens don!!!8217;t crack unless misused or abused.

lumscx

It only doesn't cover the case of this, but it does not VOID the entire warranty!

marliepanda wrote: »

5. Abuse and misuse

Screens don!!!8217;t crack unless misused or abused.

pmduk

You'll need to argue that in a court. You chose to buy a Samsung, it's warranty wasn't a secret in advance. LG's actions are totally irrelevant

lumscx

pmduk wrote: »

You'll need to argue that in a court. You chose to buy a Samsung, it's warranty wasn't a secret in advance. LG's actions are totally irrelevant

This is my first Samsung phone, had I know how they treat their warranty policy in advance I will never touch this company

LilElvis

lumscx wrote: »

This is my first Samsung phone, had I know how they treat their warranty policy in advance I will never touch this company

As a warranty is in addition to your consumer rights then you need to pursue the seller rather than carry on bashing your head against a wall with Samsung.

I personally hate my Samsung phone and can't wait til I can upgrade my contract and off-load it onto the parents. Husband hated his work Samsung so much he threw it at his office wall and smashed it to pieces.

lumscx

For those who want to know what i meant by 'tiny screen crack' that Samsung used as excuse to void my warranty, this is the photo i took on the day my phone was sent for repair. Yep, this is the kind of company we are dealing with.....

lumscx

Last week I follow some advice online and escalate the issue to the Samsung UK President/CEO (their website has the contact method). Ot does work! There is executive customer relationship team to follow up my request and get my phone fix promptly.

I wish Samsung's CS would have been better in the first place so customer like me won't take so much hassle to get issue resolved.