topic Re: Samsung breaking Consumer Laws in Other Smartphones

Samsung breaking Consumer Laws

tomYorkshire — Mon, 22 Feb 2021 14:57:27 GMT

Can anyone here help?

Last November I bought M51 from Samsung UK. 2 months later, 20th of January this year, the phone stopped charging or connecting to the computer. Initial contact with Customer Service seemed very efficient, they picked up the phone for repairs the next day. The problem is that today, 32 days later, I am still without my phone as they are waiting for parts. I tried to escalate with customer service and point out that the Consumer Protection Act 2015 requires them to replace the device is the repair would cause significant inconvenience. As you may imagine, not having a phone during national lockdown, especially that it's my main work tool, is a significant inconvenience. I've been told they don't care and they refused the escalate the problem to someone who could resolve it.

What should I do? I never before came across a company who just blatantly says "we don't care about the legislation" and we will do whatever we want. Anyone else experienced that or knows what could I do to get it resolved?

Re: Samsung breaking Consumer Laws

Bwillg — Mon, 22 Feb 2021 15:22:09 GMT

it would sound like you spoke to just wrong person. Samsung cannot refuse a complaint by law and they wouldn't. Best option is to write a letter of complaint to samsung and send via customer service email. then call few days later for confirmation of receipt. they then have a set time to reply to you and if they don't or there response is not to your satisfaction you can then complain to the ombudsman.
But to start If you have access to twitter or Facebook, go to the samsung UK page and they are very responsive and might be able to offer help.

Re: Samsung breaking Consumer Laws

Pugs1957 — Mon, 22 Feb 2021 15:33:16 GMT

Try this. https://www.samsung.com/uk/info/contactus/email-the-ceo/

Re: Samsung breaking Consumer Laws

Rae — Mon, 22 Feb 2021 15:34:16 GMT

Personally I would take to social media if your complaints are not answered as the social media teams pick it up and send it back over to complaints themselves. I just had to do so with my boiler repair. Not to slander the company but to get the attention I needed for the case to be dealt with efficiently.
Best of luck

Re: Samsung breaking Consumer Laws

tomYorkshire — Mon, 22 Feb 2021 15:41:45 GMT

They can't by law but they did. I wrote a nice email quoting the legislation and the fact that 30 days to repair a mobile phone is against it (...within a reasonable time and without significant inconvenience to the consumer...). Not having a phone for a month in quarantine is a significant inconvenience. The reply was the same bot message "we are waiting for parts, will update you when ready". Then I called and asked to be put to someone with authority to deal with escalations and that was refused. I messaged them on all social media, wrote number of facebook posts, trustpilot review, you name it. Running out of options, hence my cry for help.

Imagine a month without a phone in lockdown, when your phone is also your office. Nightmare.

Re: Re: Samsung breaking Consumer Laws

Bwillg — Mon, 22 Feb 2021 15:51:32 GMT

I can imagine has been nightmare for you. I never experienced an issue with lodging complaint and having resolved through the route I mentioned above. if you really have been knocked back on all contact methods then would suggest following the link below from Pugs1957 and send email to ceo office and hope gets responded to.
hope it gets sorted ASAP for you.

Re: Samsung breaking Consumer Laws

tomYorkshire — Mon, 22 Feb 2021 15:56:06 GMT

Thanks guys, I used the email the CEO form, will see what that will change. I'm really stunned by the experienced. I have been loyal to Samsung for years and just be kicked in the teeth like that. Oh well. Will see if the escalation helps.

Re: Samsung breaking Consumer Laws

PaulMrT — Mon, 22 Feb 2021 17:38:08 GMT

CEO and Social Media best option, I had similar with Amazon until I emailed Jeff Bezos directly albeit someone in his office picked it up and boom! the same dept in Amazon being unhelpful suddenly did what I asked to be done 2 months prior! Ombudsman is a very long process so I'd stick to the aforementioned 👍

Re: Samsung breaking Consumer Laws

fold5G — Fri, 30 Jul 2021 22:07:17 GMT

Samsung always reject warranty. Not only this. They charge u for Assessment.

You must KEEP ur mobile good as new🤣🤣. Dayly use signs? Any small dents. Means nö warranty.

In USA they took Samsung for court( camera glass in s20/s20 plus/ ultra/ fold/fold2. Samsung scamm costomers to void warranty😂😂. But they caught them.

Re: Samsung breaking Consumer Laws

Members_yoL7Mr9 — Mon, 20 Jun 2022 13:53:37 GMT

Report them, and escalate matters to the authority to prevent further fraudulent actions taken by Samsung!

Re: Samsung breaking Consumer Laws

Members_l5luu0n — Mon, 15 Aug 2022 10:44:27 GMT

not being funny but we have been complaining for the last 3 weeks about a delivery of a fridge freezer from samsung.com and complained (all in writing via email) and the CEO link(that was a joke the same person replied to us with same complaint reference number and again didnt listen). My original email stated FORMAL COMPLAINT to be told 2 weeks down the road we have not made a complaint at all! yet have everything in writing, have contacted citizens advice today to be told that ask if the are member of ombudsman (looking on website they are not) and ADR (again nothing advertised) no complaints procedure on website (despite asking for it several times and being ignored) we are not the only ones have a look here https://www.complaintsdepartment.co.uk/samsung-uk/ just getting fed up with it now, what does one have to do to be heard from this company. HELP PLEASE

Re: Samsung breaking Consumer Laws

Members_l5luu0n — Mon, 15 Aug 2022 12:14:47 GMT

I replied to this message and now it seems it has been deleted, can you please explain why? when the points I had were perfectly fee sable in relation to this situation?

Re: Samsung breaking Consumer Laws

Members_l5luu0n — Mon, 15 Aug 2022 12:44:23 GMT

Samsung NEVER deal with a complaint and as for your route I as have many others have followed the same route, they dont listen, ignore and do not deal with complaints. Do not offer complaints proceedure despite asking for in writing on many occassions, indeed their is not complaints link on their webpage either, they obviously do not get complaints! complete and utter lie, check out trust pilot and this page complaints page samsung uk.

Re: Re: Samsung breaking Consumer Laws

Bwillg — Mon, 15 Aug 2022 12:28:18 GMT

Sorry who is this random post targeted at? You are re0lying to a post from 12 months ago. And we are all individuals trying to help each other.

Re: Re: Samsung breaking Consumer Laws

Members_l5luu0n — Mon, 15 Aug 2022 20:40:08 GMT

Mainly because most of your posts seem to be in the positive with no real guidance so it was actually addressed to you, I guess by re0lying you mean replying. It seems like the same responses I am getting from Samsung which makes me think are you not part of the Samsung team? yes it is from 12 months ago but still has some sensible responses, just felt it needed saying.

Re: Re: Re: Samsung breaking Consumer Laws

Anonymous User — Tue, 20 Sep 2022 21:42:07 GMT

I agree with you. I have had my phone since May 2022 and faced a number of issues since. First complained im june and they said a update will be put to fix all the issues still having the same issues till this date. Feel neglected and i have explained to them about how this is affecting me mentally but they are not helping me at all

Re: Re: Re: Samsung breaking Consumer Laws

Anonymous User — Tue, 20 Sep 2022 21:44:54 GMT

This post was targeted to samsung if you wasnt able to understand۔ You guys need to sort your customer service out its disgusting! You don't help with anything just cause stress and frustration. Apple is so convenient they help you straight away and replace the device.

Re: Re: Samsung breaking Consumer Laws

Anonymous User — Tue, 20 Sep 2022 21:55:35 GMT

I guess this is the only way to resolve my issue. Thank you i will take it to trading standards at this rate my 6 month warranty will be over for my phone
They have asked me to pay £25 for another call out coz i am facing the same issues. I have sent them videos to say my phome is constantly freezing and its not functioning well. But the engineer was unable to identify the issue. Its only been 4 months since I've purchased this.

Re: Samsung breaking Consumer Laws

AshP_ — Wed, 21 Sep 2022 08:49:33 GMT

Hi all. I can confirm that Bwillg does not work for Samsung. Our Community should be a friendly and supportive environment, so I'd like to remind everyone to please be respectful to one another.

Re: Samsung breaking Consumer Laws

Members_HAiUqBd — Fri, 07 Oct 2022 21:17:50 GMT

Absolutely shocking customer service 5-6 hours on phone trying to get fault on my chef collection fridge freezer which was an expensive purchase at the time- thought I was buying quality- obviously not fit for purpose-where the draws on the top and bottom of the freezer section have disintegrated after three years They refuse to accept that I registered the 5yr warranty despite acknowledging I did call them in May 2019 to register product when it was delivered. Several departments and escalated to several depts but same response they donot have a note that the appliance was registered so can’t do anything. Forgot to say they can do something- give me 25% of another appliance if I purchase through Samsung. I have no intention of purchasing any Samsung product again at this moment I’m time😡😡😡🤬