Samsung smart oven not working as advertised

hayhayc

Purchased a samsung oven Series 5 Smart Oven with Dual Cook Flex and Air Fry and it does not do all the function it been advertised and I would like my consumer right on this issue.

On the website, it is promoted to have dual cook function (Buy NV7B5750TAK Series 5 Dual Cook Smart Oven | Samsung UK). However, I cannot use this function due to no divider come with my oven (the oven automatically activate the mode when a divider is inserted and wont allow this mode if there is no divider)

Initially I thought I have a part missing (the divider). Then I contacted customer service and I was told the divider is not included but has to buy as a separately despite it is listed as an included item. 

From the website and the user manual, I cannot see they mention the divider has to be order separately in order to use this function. Now customer service said their decision is final and they do not want to deal with me anymore. They state that due to the fact now the 28 days lapsed since my purchase. However I was not able to install the oven within 28 days as my house is being renovated.  Any idea where to take this, any ombudsmen service available? 

TonyMMM

Did you buy it direct from Samsung ?

hayhayc

yes, I bought it directly via samsung. issue mainly is that there was a time delay between delivery to the oven being install and they now just say their decision is final and tell me to just go away

DullGreyGuy

A quick chat with their live chat states that it does come with it, as you'd expect. 

Are you sure you don't have it and mistaking it for a tray? Or maybe didn't find it in the packaging? I know I nearly threw away a steam tray for our oven as it was hidden in the bottom of an really heavy box.

hayhayc

officially from samsung:

I understand the frustration you've encountered with the oven divider, and I want to reiterate the information provided by my colleague. The oven divider is considered an optional accessory for the dual zone feature, and while the dual zone is a feature of this oven, the Dual Cook divider does not come with it and needs to be purchased separately. Regrettably, the time frame for reporting any missing part issues has now passed, as we require notification of such issues within 28 days of delivery. You do have the option to purchase this accessory through Samsung spares. 

Aylesbury_Duck

hayhayc said:

officially from samsung:

I understand the frustration you've encountered with the oven divider, and I want to reiterate the information provided by my colleague. The oven divider is considered an optional accessory for the dual zone feature, and while the dual zone is a feature of this oven, the Dual Cook divider does not come with it and needs to be purchased separately. Regrettably, the time frame for reporting any missing part issues has now passed, as we require notification of such issues within 28 days of delivery. You do have the option to purchase this accessory through Samsung spares. 

That seems contradictory.  They say it's an optional accessory but go on to talk about it as if it's a missing part.

What date did you purchase the oven, what date was it delivered and when did you first report the matter to Samsung?

hayhayc

purchased in may, delivered in june. Only moved in the house in Sep (long story with builders). Never able to use the dual zone. Decide to dig out the manual to find out why and contacted them in oct. So yes that is my fault on my part but I mean if its a function that you seldom use, its hard to find that there is an item missing. 

I would imagine that divider should be included but I am very surprise that samsung is stating that is an optional item and taking that stand. From the manual and from the website there is no mention of an optional item.
 

Aylesbury_Duck

Seems pretty clear to me that the divider should have come with it.  It's not an asterisked item on that list, and from the link you included in your opening post, it has it pictured and not listed as a "not included" item in the picture.  I think the customer service team is mistaken, confusing it with a model that doesn't have a divider, perhaps?

That leads it to be a missing part rather than an optional item you didn't purchase.  The problem you have there is the delay reporting it missing.  Do you have all the original packaging?  Are you absolutely sure you unpacked everything?  I can see it from their point of view, because even allowing for the "dead time" of June to September, it's now November and you're reporting a missing item after two months' use and five months' ownership.

There is no oven ombudsman.  How much would a divider cost you to buy?  That's the value of your loss, and I'm afraid you're probably going to have to buy one because it doesn't look like you have evidence it wasn't included.

born_again

Who unpacked & installed the oven?
Builders or you?

hayhayc

I have checked the box it's not there. And it seems to me that it should be included but samsung state otherwise.

On that bases it just seems they sold me an item that do not preform as advertised 

hayhayc

Aylesbury_Duck said:

Seems pretty clear to me that the divider should have come with it.  It's not an asterisked item on that list, and from the link you included in your opening post, it has it pictured and not listed as a "not included" item in the picture.  I think the customer service team is mistaken, confusing it with a model that doesn't have a divider, perhaps?

That leads it to be a missing part rather than an optional item you didn't purchase.  The problem you have there is the delay reporting it missing.  Do you have all the original packaging?  Are you absolutely sure you unpacked everything?  I can see it from their point of view, because even allowing for the "dead time" of June to September, it's now November and you're reporting a missing item after two months' use and five months' ownership.

There is no oven ombudsman.  How much would a divider cost you to buy?  That's the value of your loss, and I'm afraid you're probably going to have to buy one because it doesn't look like you have evidence it wasn't included.

That is fair if they say missing item but time lapsed. However the stand samsung is making is that in multiple email the divider should not be part of the oven. So either I can assume they made a misunderstanding and did not include the divider. Or the divider is indeed an optional item as they state. But without the divider my oven does not preform as it was listed on their website to do dual zone cooking. 

The divider is around 80 pounds to an oven thay costed me around 450.