Samsung Customer Service

Andy_Harvey

I sent an earbuds case away for a repair under warranty for a broken charging pin. After lots of emails ans phone calls they insist it is not covered by the warranty and will charge £129.00 for a repair.  You can buy at least 2 new sets for that amount! A  bit sad as I have enjoyed their products but this experience over such a trivial issue has really left a sour taste in the mouth 

screech_78

Did you purchase directly from Samsung? If not, your rights are limited to whatever the warranty covers. Why did they say they’re not covered? If it’s something such as accidental damage, this wouldn’t be covered under many warranties. 

Your consumer rights lie with the retailer however if it’s been over 6 months from purchase, you’ll need to show an inherent fault by way of a report. 

Andy_Harvey

Thanks. I don't know how it got broken but I didn't do it as far as i am aware. First they said it was 'impact damage' which simply wasn't true. Then they said it was something to do with 'ear wax' but I don't see how ear wax can break anything. My main gripe is that they have tried to charge me £129.00 for a repair when a new set costs about £55.00 so appears to be an inappropriate proposal. I don't think it will ever be finally known if it was an inherent fault or caused somehow else. Anyway, I would have thought they might have wanted to keep a customer who has a Samsung phone, and 2 TVs onside and could have done so quite easily with virtually no cost to themselves, but instead decided to i) narrowly interpret the warranty and ii) try to charge an exorbitant amount for a repair. So, its more about good customer relations rather than legal rights.