Samsung / Complaints Process

rwilson66957

Manxman_in_exile said:

rwilson66957 said:

MattMattMattUK said:

rwilson66957 said:

MattMattMattUK said:

rwilson66957 said:

MattMattMattUK said:

rwilson66957 said:

Aylesbury_Duck said:

They are responsible, but not to you.  Their responsibility is to the retailer that bought the product from them.  You didn't buy from Samsung, you bought from a retailer (O2) so as far as contractual responsibility for the handset goes, it lies with O2.  Samsung have offered a warranty on top of those contractual rights you have, but as long as their warranty terms aren't illegal, you are bound by their terms.

You need to pursue this with the party that is responsible, which is O2.

Oh, and accusing Samsung of criminal activity is not a good idea.  Especially when it's perfectly possible that the damage was caused by you.

Are you delusional? 

Starting your post with personal attacks is not very helpful.

rwilson66957 said:
As explained I did not cause the damage otherwise I would have paid for the repair and would not be going to the lengths I am going to in order to have this resolved.

Lots of people on here claim they are entirely faultless, often it comes out in the wash that they are at fault, but to just not agree that their actions should count.

rwilson66957 said:
I did not accuse Samsung of 'criminal activity' as you put it.

Er...

rwilson66957 said:
This is absolutely unfair, unethical and quite frankly criminal. 

rwilson66957 said:
Regardless of who I purchased the product from I still think it's an absolute disgrace that you can't challenge Samsung's decision via a third party. 

Why? You are trying to hold one party liable when liability and rights are with another party. That is how the law works.

rwilson66957 said:
I could have easily purchased the mobile or any other electrical product from Samsung direct and this would still be the outcome. 

If you had purchased directly from Samsung then you would have consumer rights with Samsung, which means you would be able to challenge the decision, even to the level of taking them to court if you wished to.

rwilson66957 said:
To those who recommended me to take this matter up with o2. I will be doing this today. Thanks for the advice.  

The issue seems to be that you do not understand the difference between consumer rights, warranties and where those rights lay based on who you conducted the transaction with and who you have/had a contract with. 

'The issue seems to be that you do not understand the difference between consumer rights, warranties and where those rights lay based on who you conducted the transaction with and who you have/had a contract with.'

No sh*t Sherlock. This is exactly why I posted on this forum. 

So why then, as you admit you do not understand those rules, laws and regulations, are you attacking anyone who disagrees with you and points out the correct laws, regulations and rights?

I pointed this out in my previous post.

Your previous post does not explain why you are being rude to anyone who "disagrees" with you, even though they are right. 

Just because you assume they are right doesn't mean they actually are. I posted on this forum for advice as I was unaware on how to proceed. I now know how to go about dealing with this issue which was the aim of my initial post. I still stand by my thoughts about Samsung. In my opinion they are a disgraceful organisation and I will still aim to highlight how they deal with complaints and disputes.    

Errr....  He's not "assuming" they are right - they are right because they are telling you what the law says.  You don't know what the law says which is why you came here in the first place - to ask for advice because you don't know - remember?

You can only enforce your statutory consumer rights against the people you bought the 'phone from - not against the manufacturer.

(Or maybe you just like wasting your time... )

I think you are the one wasting your time as you are only repeating what others have said.

the_lunatic_is_in_my_head

Surely if the manufacturer offers a warranty there is an obligation for them to abide by it?

If the manufacturer states the only reason for declining the warranty repair is user damage and the OP demonstrates the issue is not user damaged surely the manufacturer then has the obligation to abide by the terms of their warranty and sort out a repair? 

Of course it's a lot easier to go to O2 (although they may well just sent the customer to Samsung). 

rwilson66957

the_lunatic_is_in_my_head said:

Surely if the manufacturer offers a warranty there is an obligation for them to abide by it?

If the manufacturer states the only reason for declining the warranty repair is user damage and the OP demonstrates the issue is not user damaged surely the manufacturer then has the obligation to abide by the terms of their warranty and sort out a repair? 

Of course it's a lot easier to go to O2 (although they may well just sent the customer to Samsung). 

Which is what happened initially upon discovering the fault. o2 then referred me to Samsung. I have now raised this issue again with o2 complaints department and I am awaiting their response.

Aylesbury_Duck

rwilson66957 said:

JJ_Egan said:

Not forgetting OP asks for advice then slags off those that give the correct advice .

Are you delusional was clearly a question not a derogatory remark.

No, I'm not.  But you still don't want to hear the correct advice I gave you because you're so wound up.

rwilson66957

Aylesbury_Duck said:

rwilson66957 said:

JJ_Egan said:

Not forgetting OP asks for advice then slags off those that give the correct advice .

Are you delusional was clearly a question not a derogatory remark.

No, I'm not.  But you still don't want to hear the correct advice I gave you because you're so wound up.

I contacted o2 initially however they advised me to contact Samsung regarding the issue with the device. This is where the confusion lies. I now know with the advice from yourself and others that it is o2 that I need to pursue this through which was the main aim of my initial post. I have also just received an e-mail from Citizens Advice Bureau outlining my rights, part of which stated:
' Your rights and obligations:
Under the Consumer Rights Act 2015, any goods provided by a trader to a consumer should be of satisfactory quality, which means they should be free from fault, last a reasonable amount of time, do what they’re designed to do and be safe.'
I am now awaiting a response from the o2 complaints team and will take it from there.