Repair Time within first 6 months

juno-eclipse

Just a quick question,


Are there any time frames for repair or replacement for an item that develops a fault within the first 6 months? Can't find any after searching.



And some details

I bought a Samsung Galaxy Watch Online in January and it's developed a fault, I emailed and told them but they are recommending sending it to Samsung, as they would take a month or more to repair it if I sent it back.


I'm just worried Samsung will charge alot for postage and I'd really rather do it through the retailer but 4 weeks is too long to go without it, its my life line when I can't get to my phone and have no-one to help.



And lastly,

Does anyone have experience with sending technology back for repair this soon after purchase?



Kind Regards
J

bris

If it's under warranty Samsung arrange the collection and delivery at no cost to you. it's usually a quick turnaround and they will probably just replace it rather than try and repair it unless it's something simple.


There is no time frame for repairs, just a "significant inconvenience" clause which on a watch wouldn't really count. A month is about right if you insist on going through the retailer.

juno-eclipse

Oh I didn't realise Samsung would be that easy, I'll see if I can get someone to call. Thank you for letting me know ☺


Its not so much that, I just always thought it was better to go through the retailer and thought them passing you to the manufacturer after only 4 months was just them fobbing people off?

Greta_Sharbo

Your rights are against the retailer and yes, usually 'speak to manufacturer' is code for 'we dont care'.

However, sometimes its not worth the hassle of arguing with trader - got to pick your battles . If pursuing warranty is easier, you may as well.

peachyprice

Greta_Sharbo wrote: »

Your rights are against the retailer and yes, usually 'speak to manufacturer' is code for 'we dont care'.

However, sometimes its not worth the hassle of arguing with trader - got to pick your battles . If pursuing warranty is easier, you may as well.

I actually disagree with that. Being directed to the retailer isn't code for 'we don't care' at all. It's makes things simpler and quicker for the customer. Contrary to popular belief retailers down have the facilities to repair items they stock.

But if you did insist on going through the retailer you would firstly have to return the product to them, who would then have to contact the manufacturer to discuss the fault, who would then arrange the return from the retailer, who would then repair the product, who would then return the product to the retailer, who would then contact the customer to arrange collection/delivery

Or

You could cut out the middleman by contacting the manufacturer who would then arrange the return, who would then repair/replace, who would then return product to customer.

That in no way, shape or form implies the retailer 'doesn't care'

ThumbRemote

I would strongly advise never going directly to a manufacturer. Always approach the retailer, and if necessary make it clear you wish to exercise your rights under the Consumer Rights Act. You may then be asked to contact the manufacturer, but at this point you are doing so as part of the retailers obligations to you.

If you contact the manufacturer directly in the first instance, you can lose many of the protections of the Consumer Rights Act. For example, the CRA only gives the retailer one opportunity to repair - if you haven't been to them, this won't apply. Similarly the repair not causing 'significant inconvenience' - this clause is between you and the retailer only, the manufacturer has no such responsibility. And in the worst case you may end up dealing with an overseas company who have your item, don't return it and you only have legal protection under a different countries laws.

DoaM

ThumbRemote wrote: »

I would strongly advise never going directly to a manufacturer. Always approach the retailer, and if necessary make it clear you wish to exercise your rights under the Consumer Rights Act. You may then be asked to contact the manufacturer, but at this point you are doing so as part of the retailers obligations to you.

This ... 100%
Use the manufacturer, but after the retailer has directed you that way.

juno-eclipse

Update

Just incase anyone comes across this thread in the future, I used online chat with Samsung at 6pm on Friday and although it was a bank holiday weekend they had it collected Tuesday morning, repaired Wednesday and UPS delivered it Friday morning. They even packed it up and labeled it for me, So thank you Bris I've a bit more faith in manufacturers now.


And thank-you everyone else too
I will say, I've been here 14± years, I don't use it as often as I used too, but always remember that the majority always said push with the retailer and generally ignore requests to contact the manufacturer, it seems that advice is evenly split now or even reversed?

I think I'd take ThumbRemotes advice and only contact the manufacturer if the retailer advises it, but probably only for larger brands, I didn't even consider it getting sent outside of the UK, and I know how difficult that can be after a disastrous affair with Germany and Lithium batteries :rotfl:

Thank you again
J

p00hsticks

juno-eclipse wrote: »

I will say, I've been here 14± years, I don't use it as often as I used too, but always remember that the majority always said push with the retailer and generally ignore requests to contact the manufacturer, it seems that advice is evenly split now or even reversed?

Glad it worked out ok for you, and thanks for the update.
As far as the retailer / manufacturer dilemma, I think a lot depends on the product - there are some far more high-value and complex items out there now than there were fourteen or fifteen years ago.

If it's something low-value with an obvious fault - (e.g) fruit that's rotten, or a book with pages missing - then I'd go back to the retailer and expect them to just replace the item - the fault is obvious and the item is relatively inexpensive for the retailer to replace.

But if it's an expensive technology product, as in your case, then when you go to the retailer chances are they won't have the know how to diagnose/confirm the fault or correct it themselves, and the cost of the item means that they won't just give a new one on spec. . So they'd need to go to the manufacturer to themselves to confirm the problem. It's therefore often quicker for them simply to recommend the customer liase with the manufacturer themselves as it speeds up and simplifies the process.

JJ_Egan

Manufacturer > their warranty no rights under Consumer Regulations and subject to any terms and conditions they choose .


Vendor > Your Consumer Rights in law .
Yes most vendors cannot fix a problem and will only send to manufacturer .Or may advise you to contact the manufacturer direct .


My preference would be to go to the Vendor under Consumer Law . If its passed to the manufacturer its been passed under Consumer Law .
I agree a direct contact with the manufacturer is often quicker but its under their rules not the law .