Samsung Galaxy S9 plus phone warranty dispute

aybsee_

I bought a brand new sealed Samsung Galaxy S9+ from a private seller on Ebay in March 2019. Double checked the warranty from Samsung customer support with the proof of purchase. They confirmed it was updated to 31/03/2021.

Issue with the Phone's  LCD and Vibrator started in February 2021. Samsung confirmed it was in warranty (I have webchat proof), they also instructed third party Wefix for home repair. But Wefix was not able to repair it in a few visits but confirmed (no damage to LCD) and Samsung authorised the repair as well.

But during the repair procedure in March, Samsung disingenuously came up with an alibi that according to their records the warranty was expired on 18/01/2021. Since then, Customer Service attitude was pretty bad including their third party repair centre. They asked me that I have to pay over £325 for LCD and vibrator repair.

Samsung finally told me that, even though there is no visible damage to the screen, their technicians say that the LCD is 'burnt' due to 'customer misuse' that voids the warranty (a vague excuse, can be used against anyone). So, they sent me the phone back.

I approached them for a deadlock letter, their final response came, in which they told me that 'Samsung as a manufacturer is not regulated by any ombudsman'. So, from the Customer service interaction so far, it seems that their Executive team would not take it seriously either.

What would you do if you were in my position? Any suggestions would be appreciated? Many thanks

  

Jon_01

Manufacturers warranty is always limited and isn't the same as the statutory rights you have with the place the item was bought.
A customers contract is with the retailer, as you had the proof of purchase that where you should have gone first.

JJ_Egan

(I bought a brand new sealed Samsung Galaxy S9+ from a private seller on Ebay )

Thats the one you  chase  not the manufacturer .

Private sale was this a brand new unused product ??If not unlikely warranty is valid .

Warranty is not a consumer right its a freebie .

Consumer Rights are against the vendor under UK Consumer Rights Act .

d123

JJ_Egan said:

(I bought a brand new sealed Samsung Galaxy S9+ from a private seller on Ebay )

Thats the one you  chase  not the manufacturer .

Private sale was this a brand new unused product ??If not unlikely warranty is valid .

Warranty is not a consumer right its a freebie .

Consumer Rights are against the vendor under UK Consumer Rights Act .

You’re right, and even further, Samsung’s terms only apply to the original purchaser, there would be no warranty to transfer from the private seller on eBay.

The OP could have saved a lot of time and effort just by reading the Samsung warranty terms.

Claims made under this Warranty are only valid upon presentation of the proof of purchase for the product by the original Consumer

https://images.samsung.com/is/content/samsung/assets/uk/support/warranty/euro-bloc-warranty-1.1.1.pdf

aybsee_

Jon_01 said:

Manufacturers warranty is always limited and isn't the same as the statutory rights you have with the place the item was bought.
A customers contract is with the retailer, as you had the proof of purchase that where you should have gone first.

Thank you for your message.
You are right, main issue is that I did not purchase directly from the Brand. So, it's not the same.
I purchased 'Brand new' from a third party seller, Ebay offers (30 days return policy), can't go back there.
But like I mentioned earlier, I double checked warranty with Samsung when I purchased the phone.

aybsee_

JJ_Egan said:

(I bought a brand new sealed Samsung Galaxy S9+ from a private seller on Ebay )

Thats the one you  chase  not the manufacturer .

Private sale was this a brand new unused product ??If not unlikely warranty is valid .

Warranty is not a consumer right its a freebie .

Consumer Rights are against the vendor under UK Consumer Rights Act .

It was a 'Brand new' from a third party seller, Ebay offers (30 days return policy). So I cannot go back to that seller.
I double checked warranty with Samsung when I purchased the phone. They confirmed the warranty period until as well. Samsung started repair first, but later on backtracked.

But I don't agree with you that it's a freebie. 
(The warranty company will be in breach of contract if it fails to fulfil its obligations under the warranty.)
But this is applies to the buyer and the retailer directly.

The manufacturers are not part of this, which makes it more complicated. As they're not regulated.

aybsee_

Thank you d123,
But warranty of the "Phone" does not need to transfer in names. Samsung as a Manufacturer offers warranty.
I am aware of the their party issue, but like I mentioned earlier. Samsung confirmed the warranty expiry date.
In February this year, they started the repair, which shows the "Phone" was within warranty. They did not have record of the original "Purchaser", either third-party seller or Me.

They call it a "Limited warranty", which means they can void it for any reasons. But legally it's expensive to prove otherwise, Manufacturers are not regulated, which is why they can get away with it easily.

JJ_Egan

Regulated then they will stop offering warranty .

Legal not as you make out .