Samsung complaint

MyRealNameToo

JamesN said:

MyRealNameToo said:

My battles were with JL rather than Samsung, though it was on a Samsung device, but they fairly quickly agreed a CRA refund once the manufacturer had declared it unrepairable and confirmed a like for like replacement wasnt possible. 

The fight for me was buying a matched pair that physically join to each other but as only one was faulty they didnt want to consider the matched item bought in the same transaction. Mine took issuing court papers against JL but their appointed solicitors immediately conceded the claim and paid out in full. 

That’s good to know. Did you apply to the small claims court first or did you send a notice of intended action or something similar?

You need to send a letter before action before issuing court proceedings. Failing to do so in theory can result in the judge awarding you the case but not awarding you costs or in worst case, them awarding the defendant costs deeming the litigation was unnecessary and could have been resolved out of court had you engaged with the defendant properly. 

The LBA in my case was acknowledged by and responded to by the same idiot in the JL executive complaints team but it ticked the box and he kindly confirmed they wouldnt be changing their position so didnt need the 28 days notice I'd given. 

JamesN

MyRealNameToo said:

JamesN said:

MyRealNameToo said:

My battles were with JL rather than Samsung, though it was on a Samsung device, but they fairly quickly agreed a CRA refund once the manufacturer had declared it unrepairable and confirmed a like for like replacement wasnt possible. 

The fight for me was buying a matched pair that physically join to each other but as only one was faulty they didnt want to consider the matched item bought in the same transaction. Mine took issuing court papers against JL but their appointed solicitors immediately conceded the claim and paid out in full. 

That’s good to know. Did you apply to the small claims court first or did you send a notice of intended action or something similar?

You need to send a letter before action before issuing court proceedings. Failing to do so in theory can result in the judge awarding you the case but not awarding you costs or in worst case, them awarding the defendant costs deeming the litigation was unnecessary and could have been resolved out of court had you engaged with the defendant properly. 

The LBA in my case was acknowledged by and responded to by the same idiot in the JL executive complaints team but it ticked the box and he kindly confirmed they wouldnt be changing their position so didnt need the 28 days notice I'd given. 

Thanks, that’s really helpful. How did you draft your LBA? Did you get a report from an expert? How much did that cost if so?

I can sympathise. It very much feels like talking to an idiot as well. They either don’t care or don’t want to help. I won’t be buying a Samsung product ever again. It’s absolutely disgusting how they treat their customers. 

JamesN

powerful_Rogue said:

T&C's for the 5 year warranty from September 2021 - August 2022

https://web.archive.org/web/20221005124050/https://images.samsung.com/is/content/samsung/assets/uk/fiveyearwarranty/5_Year_Extended_Warranty_September_2021_to_August_2022_terms.pdf

Thanks. That’s useful. I’ll need to dig out my literature that came with it as the sticker wasn’t specific.  

zkw299

Did you get anywhere with the complaint, specifically the Executive complaints team? (Where did you find their contact details?)

I’m in a very similar situation to you and the normal complaints process is just going round in circles. 

JamesN

zkw299 said:

Did you get anywhere with the complaint, specifically the Executive complaints team? (Where did you find their contact details?)

I’m in a very similar situation to you and the normal complaints process is just going round in circles. 

No, its like they don't read the messages you send them and you just get a generic response back. I've given it one last go before I send the letter to their legal team and take them to court.

zkw299

I totally agree. It’s like they have a dropdown list of responses and they pick a keyword from your message and send a response that doesn’t answer what you asked.

I used to think Samsung were an ok brand but this has completely put me off them. I’ll never buy from them again because I really can’t trust that they’ll even read my email if I have a problem.

MyRealNameToo

JamesN said:

MyRealNameToo said:

JamesN said:

MyRealNameToo said:

My battles were with JL rather than Samsung, though it was on a Samsung device, but they fairly quickly agreed a CRA refund once the manufacturer had declared it unrepairable and confirmed a like for like replacement wasnt possible. 

The fight for me was buying a matched pair that physically join to each other but as only one was faulty they didnt want to consider the matched item bought in the same transaction. Mine took issuing court papers against JL but their appointed solicitors immediately conceded the claim and paid out in full. 

That’s good to know. Did you apply to the small claims court first or did you send a notice of intended action or something similar?

You need to send a letter before action before issuing court proceedings. Failing to do so in theory can result in the judge awarding you the case but not awarding you costs or in worst case, them awarding the defendant costs deeming the litigation was unnecessary and could have been resolved out of court had you engaged with the defendant properly. 

The LBA in my case was acknowledged by and responded to by the same idiot in the JL executive complaints team but it ticked the box and he kindly confirmed they wouldnt be changing their position so didnt need the 28 days notice I'd given. 

Thanks, that’s really helpful. How did you draft your LBA? Did you get a report from an expert? How much did that cost if so?

I can sympathise. It very much feels like talking to an idiot as well. They either don’t care or don’t want to help. I won’t be buying a Samsung product ever again. It’s absolutely disgusting how they treat their customers. 

There are plenty of templates online that you can use but its not a complex letter to draft and just needs to contain key points, what you want, when you want it by and the consequences if you dont get what you want. 

I didnt get an engineers report but in my case JL had already accepted that the freezer was unrepairable and our dispute was about damage to the contents and its matching fridge that had been bought on the same transaction. The manufacturer no longer made a stainless steel version and so they were offering either a white freezer or a partial refund.