Onbudsman needed

[wildjoker1983]

Need to know how to go about getting onbudsman involved.

Have book pro 2 360 and was overheating sent to Samsung. Was working day sent out booting windows fine have a video pictures to show that. When they got it they stated it was not overheating and was a fault with hard drive and it wouldn't boot up. Not the problem before it left here.

They sent me out for it to be repaired a letter for me to sign but had a NDA order on the bottom of the letter telling me i couldn't speak about the burns etc to third parties unless in a legal situation I obviously wasn't gunna sign that at all. 

They sent the product back and now it is bricked (unusable) and forcing me to send it for repair. They have gone in and deleted a file from windows for it to boot and I don't have a usb recovery drive.

The customer service is the worst I have ever encountered and now I need onbudsman to deal with this.

They cant do this!

Please help with this

[lminvti]

Hi there, you would need a "DEADLOCK" letter first or a final response from the complaints team, or if you haven't received any response from them within 8 weeks you can then get them involved.

[wildjoker1983]

Thanks for the reply I have got that and machine back.

[wildjoker1983]

I have spoke to onbudsman they don't deal with it would it now be consumer help??

[PaulM1]

Hi there, @wildjoker1983. I appreciate that you're eager to get a swift resolution in this matter, so that you can get your Book2 Pro 360 loading up and working as expected again. 

At this stage, I'd recommend that you continue liaising with our Support Team and, if you do not get this resolved, you can ask our colleagues about the escalation process. They will keep you updated on the next steps.

Please let us know when you get this resolved and, if you have any questions, please feel free to ask.

[wildjoker1983]

I've asked to be escalated and I get the run around. To the point where been on phone for over an hour.... they are now saying that the hard drive could have been damaged in transit 🤷🏽‍♀️🤷🏽‍♀️

[wildjoker1983]

Also saying that they tested for overheating which they couldn't test if this was the initial problem as it don't get to even booting up

[wildjoker1983]

This is the message that wasn't there day before packaging up to send it back

[Obsydian]

Hi and welcome, my advice is to continue discussing with Samsung Support and if no issue sign the NDA (never heard of that).

After spending 1.5 years battling a hifi company for bricking my server, my advice is take the easy path, the stress and worry on balance is just not worth it, Ombudsman won't do allot and will probably say it is your refusing to cooperate.

Sadly it sounds like your device as per standard practice has been wiped.