HELP TO GET REFUND ON SAMSUNG GALAXY 521

rubyzoey

My son bought a Samsung Galaxy 521 ultra 5G online on 28 February, he did not receive the phone until 22 March. The phone started to become faulty every now and then to start with, then it became more frequent. He decided he was not happy with the phone and contacted Samsung for a refund. Unfortunately the 30 days had expired when he first contacted them on 29 April (7 days past the 30 days). The reply he received by email (this is the only way you can contact them regarding a refund) stated the 30 days had passed, they also stated the 30 days started from the day of purchase not on receiving the product. Which seems incorrect and unfair, also is there anyway he can still get a refund even though it was 7 days past the 30 day refund time? They are only offering to fix the phone in the first instance.  This means he will be without a phone for a long period of time as he has to send it to them.

Can anyone help with information to get a refund please?

Neil_Jones

Who are "they"?  Did you buy direct from Samsung?

rubyzoey

Sorry, it was direct from Samsung online

pbartlett

do samsung have a complaints process? if so, follow it.

did you pay by credit card?  if so, open a s75 claim

if all else fails, open a moneyclaimsonline court case.

JJ_Egan

What is actually wrong with the phone ?

giraffe69

If OP still has the old phone then the sim could go in that whilst the S21 was being repaired.

tempus_fugit

rubyzoey said:

My son bought a Samsung Galaxy 521 ultra 5G online on 28 February, he did not receive the phone until 22 March. The phone started to become faulty every now and then to start with, then it became more frequent. He decided he was not happy with the phone and contacted Samsung for a refund. Unfortunately the 30 days had expired when he first contacted them on 29 April (7 days past the 30 days). The reply he received by email (this is the only way you can contact them regarding a refund) stated the 30 days had passed, they also stated the 30 days started from the day of purchase not on receiving the product. Which seems incorrect and unfair, also is there anyway he can still get a refund even though it was 7 days past the 30 day refund time? They are only offering to fix the phone in the first instance.  This means he will be without a phone for a long period of time as he has to send it to them.

Can anyone help with information to get a refund please?

As you are now beyond 30 days after the item was received, you cannot insist on a refund (the legal period that a refund must be given is if notified within 14 days and another 14 days to send it back to them but Samsung's policy is more generous than that, I think). Samsung can decide to repair or replace the item if it is shown to be faulty. So, I think you have to give them the opportunity to repair it and if it's still not working correctly ask them to replace it.

dcfc67

Samsung are usually good in situations like this, send the phone back , if they carn't repair it you get a new phone.
If they repair and it happens again message them and do a S75 if you paid by credit card

If not take them to court.

I'm sure your son can manage with an older phone for a couple of weeks whilst Samsung deal with the issue

rubyzoey

JJ_Egan said:

What is actually wrong with the phone ?

The phone is erratically unresponsive to touch, and has bugs such as apps not clearing their notification numbers upon opening and reading the new messages/emails. 

The camera also seems to produce a weird effect on images, but this is not as much a problem as the screen's responsiveness. 

The phone itself has not been damaged by me, nor is there any superficial marking or water damage on it.

JJ_Egan

Need to buy a £10 phone and send the Samsung phone in for repair  .

PS  water damage is inside not outside  ,