Samsung refusing liability for faulty update

MattMattMattUK

As it appears to be bricked on update, have you put it into recovery mode and then reset from there? That usually fixes most of the problems with updates, although you might have to plug it into a PC and run the recovery app.

eskbanker

flatulentWartortle said:

I bought the watch in July 2023 from Amazon for ~£150

[...]

I have now mentioned the Consumer Rights Act in my most recent response, but I only sent that just before making this forum post.

Just to be clear, your rights under CRA are exclusively with the retailer, not the manufacturer, so if you're seeking to rely on these, you'd need to be pursuing Amazon rather than Samsung.

screech_78

eskbanker said:

flatulentWartortle said:

I bought the watch in July 2023 from Amazon for ~£150

[...]

I have now mentioned the Consumer Rights Act in my most recent response, but I only sent that just before making this forum post.

Just to be clear, your rights under CRA are exclusively with the retailer, not the manufacturer, so if you're seeking to rely on these, you'd need to be pursuing Amazon rather than Samsung.

I’m surprised that nobody actually asked where the OP purchased from as when I read their post, my first question was going to be “who did you actually purchase the watch from?”

As above OP, you only have consumer rights against Amazon. Going after Samsung is completely pointless. 

Ergates

flaneurs_lobster said:

flatulentWartortle said:

Worse than that, they offered 15% off any full price purchase. Who in their right mind thinks that's a good offer? Why would this service make me want to spend more money with them?

Your choice of course, 15% off the list price of the latest Galaxy Watch 8 is worth about £35, but if you don't want to buy Samsung ever again then it's moot.

You want them to "fix" your watch. The authorised repair person has stated that the watch is repairable? I'm sceptical, this kind of kit just doesn't normally get repaired, but if they say they can so be it.

Not for physical damage - but this sounds like a software issue, which are usually much more readily solvable.

Ergates

screech_78 said:

eskbanker said:

flatulentWartortle said:

I bought the watch in July 2023 from Amazon for ~£150

[...]

I have now mentioned the Consumer Rights Act in my most recent response, but I only sent that just before making this forum post.

Just to be clear, your rights under CRA are exclusively with the retailer, not the manufacturer, so if you're seeking to rely on these, you'd need to be pursuing Amazon rather than Samsung.

I’m surprised that nobody actually asked where the OP purchased from as when I read their post, my first question was going to be “who did you actually purchase the watch from?”

As above OP, you only have consumer rights against Amazon. Going after Samsung is completely pointless. 

I don't think OP is wanting to claim under CRA though - as in "You sold me this watch and it's faulty".  They want something off Samsung on the basis of "You did something I didn't ask for and it bricked my watch".

To make a tortured analogy:  If I bought a Samsung TV from Amazon, and then a couple of years later a Samsung engineer snuck into my house and smashed my TV - I'd be looking to Samsung for remediation, not Amazon.

Isthisforreal99

Ergates said:

screech_78 said:

eskbanker said:

flatulentWartortle said:

I bought the watch in July 2023 from Amazon for ~£150

[...]

I have now mentioned the Consumer Rights Act in my most recent response, but I only sent that just before making this forum post.

Just to be clear, your rights under CRA are exclusively with the retailer, not the manufacturer, so if you're seeking to rely on these, you'd need to be pursuing Amazon rather than Samsung.

I’m surprised that nobody actually asked where the OP purchased from as when I read their post, my first question was going to be “who did you actually purchase the watch from?”

As above OP, you only have consumer rights against Amazon. Going after Samsung is completely pointless. 

I don't think OP is wanting to claim under CRA though - as in "You sold me this watch and it's faulty".  They want something off Samsung on the basis of "You did something I didn't ask for and it bricked my watch".

To make a tortured analogy:  If I bought a Samsung TV from Amazon, and then a couple of years later a Samsung engineer snuck into my house and smashed my TV - I'd be looking to Samsung for remediation, not Amazon.

In which case don't quote CRA Legislation to Samsung as the OP has done. CRA is irrelevant in this scenario.

eskbanker

Ergates said:

screech_78 said:

eskbanker said:

flatulentWartortle said:

I bought the watch in July 2023 from Amazon for ~£150

[...]

I have now mentioned the Consumer Rights Act in my most recent response, but I only sent that just before making this forum post.

Just to be clear, your rights under CRA are exclusively with the retailer, not the manufacturer, so if you're seeking to rely on these, you'd need to be pursuing Amazon rather than Samsung.

I’m surprised that nobody actually asked where the OP purchased from as when I read their post, my first question was going to be “who did you actually purchase the watch from?”

As above OP, you only have consumer rights against Amazon. Going after Samsung is completely pointless. 

I don't think OP is wanting to claim under CRA though - as in "You sold me this watch and it's faulty".  They want something off Samsung on the basis of "You did something I didn't ask for and it bricked my watch".

To make a tortured analogy:  If I bought a Samsung TV from Amazon, and then a couple of years later a Samsung engineer snuck into my house and smashed my TV - I'd be looking to Samsung for remediation, not Amazon.

Of course, but if pursuing Samsung, there's no point in citing CRA (as OP has seemingly done more than once), as it doesn't apply to them when selling via other parties!

Vitor

The forum advice the OP received about “£20 please go away money” is the market clearing price here. A 15% voucher is poor, but a £25–£40 goodwill payment would actually be broadly aligned with what a court would award even if you won.

flatulentWartortle

I get what period are saying about the 15% not being too bad, but I just can't get out of my head that it's not £20 hush money, but instead an offer for me to spend £180 with them.

Good info about the CRA being for retailer's not manufacturers,  I'll bear that in mind in future.

I had their response to my first mention of the CRA a few days ago - they suddenly seemed to take it more seriously and finally actually asked for proof of purchase. So today I go to reply and dig out the invoice from Amazon and my jaw hits the floor. Full reply to them here

Please find attached proof of purchase showing all of the information you requested, perhaps most importantly the date of purchase - 12 July 2023.

The first thing that should be apparent from this is that your initial claim - that the 24 month warranty on the Watch ended in July 2024 - is entirely false. That would be just 12 months after purchase, not 24. A 24 month warranty would have ended in July 2025, which means we are still very much within the 12 month period after the warranty ends that you have said Samsung is able to offer some extended warranty support. 

The second and more important point is that the invoice provided as proof of purchase clearly states that the product is sold with a 3 year warranty. A 3 year warranty would in fact end in July 2026 - 6 months from now. This means that in all of my correspondence with Samsung regarding this issue, your claims that the device is no longer under warranty have been completely wrong. 

With this proof now in hand, I trust that you will finally be able to authorise SBE to carry out the repair under warranty immediately. If you do not intend to do this, please layout your reasons for this in detail.

Alderbank

'The second and more important point is that the invoice provided as proof of purchase clearly states that the product is sold with a 3 year warranty. A 3 year warranty would in fact end in July 2026 - 6 months from now. This means that in all of my correspondence with Samsung regarding this issue, your claims that the device is no longer under warranty have been completely wrong.' 

Samsung's extended warranties usually come with their own additional T&Cs which you must comply with in order to qualify for the additional warranty being offered, such as you must register for it on a different website along with your proof of purchase by a specific date.
My experience has been that they then send you an acknowledgement confirming that your claim for the extra warranty has been successful.

It sounds as though Samsung don't see your purchase on that register. Can you confirm that you jumped through their hoops and they confirmed you are registered for that additional warranty?