Samsung galaxy book4 laptop missold

Stephf1000

I recently bought a Samsung galaxy book4 via their app, taking advantage of a good trade in offer and app-only discount. After using it a few days I checked storage and found they'd sent the 256gb version rather than the 512gb one I'd ordered.
Thinking it was a simple mistake, I contacted their customer services, only to be fobbed off and told I'd ordered the 256gb version and case was closed. This was despite forwarding their own confirmation email clearly stating I ordered the larger one, plus screenshots of the laptop advertised on their app at the price I paid. I've now emailed their 'ceo' contact, hoping they can sort it out, but am annoyed by their dismissal and I've sent my old phone in already for trade in, so if I just request a refund I'll lose that. 
Anyway, this is a warning to anyone buying a laptop off Samsung to check the specs! 

Boohoo

Stephf1000 said:

I recently bought a Samsung galaxy book4 via their app, taking advantage of a good trade in offer and app-only discount. After using it a few days I checked storage and found they'd sent the 256gb version rather than the 512gb one I'd ordered.
Thinking it was a simple mistake, I contacted their customer services, only to be fobbed off and told I'd ordered the 256gb version and case was closed. This was despite forwarding their own confirmation email clearly stating I ordered the larger one, plus screenshots of the laptop advertised on their app at the price I paid. I've now emailed their 'ceo' contact, hoping they can sort it out, but am annoyed by their dismissal and I've sent my old phone in already for trade in, so if I just request a refund I'll lose that. 
Anyway, this is a warning to anyone buying a laptop off Samsung to check the specs! 

Did you not check the box that the book came in for details/spec if there are any details on it that is?

I would of checked straight away on book when I turned it on if there were no specs on on the box saying what device was delivered to you.

That's just me.

How did you pay for this item?

Stephf1000

Yup, definitely lesson learnt not to trust samsung again. My main gripe is their terrible customer service.
Mistakes happen, but when it was pointed out they sent the wrong item, with evidence including screenshots of advertised item and price and confirmation email, they keep denying it... even though they agree with the confirmation email I was sent, they're saying the confirmation email was an error? A clear case of goods not as advertised.
The advertised price was £699, minus a £150 trade-in discount, and a 10% app-only discount , so it came to around £494. I'm still in my 14 day return window, I'm still hoping they'll be reasonable, but if not I'll return it, hopefully I'll just lose the postage...

Stephf1000

I paid via credit card, so I can initiate section 75 or chargeback if it comes to that

DullGreyGuy

Stephf1000 said:

I paid via credit card, so I can initiate section 75 or chargeback if it comes to that

Chargeback would be the normal route but that will require you to have returned the goods first. 

the_lunatic_is_in_my_head

DullGreyGuy said:

Stephf1000 said:

I paid via credit card, so I can initiate section 75 or chargeback if it comes to that

Chargeback would be the normal route but that will require you to have returned the goods first. 

If the OP doesn't get the goods advertised (by way of a replacement) and has to instead reject then buy again at a higher price I'd be on to the cc for the difference. 

With that in mind

Stephf1000 said:

 I'm still in my 14 day return window, I'm still hoping they'll be reasonable, but if not I'll return it, hopefully I'll just lose the postage...

There isn't a 14 day window here, your situation has no time limit (other than 6 years for England & Wales) ask them for the correct product, if they refuse state you are rejecting the goods, if you return them under the 14 day cooling off period you'll find it harder to argue with the cc company tat there has been a breach of contract entitling you to damages. 

Okell

Stephf1000 said:

... After using it a few days I checked storage and found they'd sent the 256gb version rather than the 512gb one I'd ordered.
Thinking it was a simple mistake, I contacted their customer services, only to be fobbed off and told I'd ordered the 256gb version and case was closed. This was despite forwarding their own confirmation email clearly stating I ordered the larger one, ...

Are you 100% certain that you ordered the 512 model?

If so then you go back to Samsung under s11 of the Consumer Rights Act 2015  -  "Goods to be as described" and tell them you are rejecting the laptop and ask them for a returns label.  If you are within 30 days of original delivery, you are entitled to a full refund or a replacement.  If outside 30 days only a replacement.

Stephf1000 said:

... I'm still in my 14 day return window, I'm still hoping they'll be reasonable, but if not I'll return it, hopefully I'll just lose the postage...

Because this is a breach of contract under the above mentioned legislation then - as the lunatic has already explained - there is no 14 day return window and Samsung must pay return costs.  See s20(7) and (8) of the Consumer Rights Act.

If you quote the law to them you should have no problems.

Stephf1000

Thank you all so much for taking the time to explain this and offer your help. 
Yes I'm 100% sure i ordered the 512gb model. I have their own confirmation email, plus multiple screenshots from their app of the advertised model at the price i paid. 

 I thought I had to get it sorted within the 14 days, so I appreciate knowing there is no rush, as the samsung contact has gone quiet since my last email with screenshots resent.
Thanks also for the legal ref, I will look it up and email them again