Customer Solutions Don't Find Solutions!

[Members_PsJKybr]

My Z5 flip has a problem with the fold (nothing new!) and was sent for repair on the 28th August.  The phone was retuned approximately a week later repaired.  Well, it wasn't repaired, the same problem was still there so had to send it off for repair again for the same problem!!

I received an email on the 24th Sept stating that parts ordered and normally takes 1-3 days to arrive.  It is now 16th October and still no phone or update!!!  

The question I have is why is it the Consumer Act 2015 does not apply to Samsung UK, which states that if your goods are not repaired the 1st time, you are entitled, BY LAW, a full refund or replacement.  It seems to me that Customer Solutions are buying time and wasting time hoping that the part will turn up.  They do not put the customer first and their service is shocking, state that they will call back & they don't!!!  Then having to stay on hold for 15 minutes awaiting the advisor to read through the notes every time I ask for an update!!!  They keep apologising BUT NO SOLUTION!!!

Would I recommend Samsung = NO

Would I buy Samsung again = NO

Shocking how many bad reviews on Trustpilot for such a big company.  The main man at he top needs to take responsibility for how many unhappy customers Samsung has...but probably doesn't care!!! No body wants to take responsibility.  I am sure they wouldn't wait for nearly 2 months for their device to be repaired!!

I have asked for a solution & not an update as I feel I have been more than fair awaiting for nearly 2 months for my mobile to be repaired.  I have stated that I am prepared to go Legal with Samsung as they seem to ignore the Law and do want they want to do & the customer service is appalling!!!

Would appreciate any views or guidance as I have had enough of Samsung!!!!

[AustinMc]

Hi and welcome to the Samsung UK and EU forum. I'm sorry that we aren't conversing under better terms.

I recently sent a backup phone of mine, the S22 Ultra, for repair. It took longer than expected—about 4 weeks. I was told a similar story to yours. I contacted Assurant, as my device was insured, so I didn't deal with Samsung directly, and they told me that the number of repairs and the parts they are waiting for keeps delaying things. I imagine that, since the Fold is a bit more delicate than a normal phone, it will probably take longer. That being said, have you submitted any feedback to Samsung? Or, if it's insured, have you contacted the provider?

[Piper123]

Consumer Rights Act 2015 (CRA) states that if a repair isn't successful, a consumer is entitled to a refund or price reduction: 

Within 30 days

Consumers have 30 days to return faulty goods and receive a full refund. 

After 30 days

Consumers can request a refund or price reduction if a repair or replacement attempt fails.

Reasons for a refund

Consumers can request a refund if the cost of repair or replacement is excessive, the repair is deemed impossible, or the repair would take an unreasonable amount of time.
 
Digital content

The CRA gives consumers the right to repair or replace faulty digital content, such as music downloads, e-books, online games, and film. 
 
Services

The CRA sets minimum standards for services, including reasonable care and skill, reasonable price, and reasonable time. If a service doesn't meet these standards, the provider must redo the service or perform it again at no extra cost. If that's not possible, the consumer is entitled to a price reduction. 
 

[Piper123]

I'm afraid though that you'll be flogging a dead horse trying to get Samsung Customer Services to understand this. They are based abroad and follow scripts.

So if you want to go down the CRA 2015 you'll need to apply to the Small Claims Court for recompense.

[Members_PsJKybr]

Hi Austin,

I appreciate your reply.  The phone is under warranty with Samsung as the Z5 carries a 2 year warranty.  I have been constantly calling, chasing and arguing the fact that this timescale in unfair and not reasonable as a loyal customer and as a big company, their service is shocking.

[Members_PsJKybr]

Hi Piper,

Thank you for your reply.  I am aware of the rights of the Consumer Act 2015 but my point is, why does Samsung choose to ignore this law and make up their own rules up.  I have requested so many times for a refund or replacement and they couldn't fix in the first opportunity.  They keep stating that they are awaiting parts, awaiting parts, awaiting parts, some parts have come in, still awaiting for some....nearly 2 months later and I am in no better position.  That have not offered any option and that's what is annoying.

Yes, I can go down the Small Claims Court but as a customer in the right, what can't Samsung seem to do teh right thing!!!

[Members_PsJKybr]

Hi Piper,

Appreciate your response but the Customer Solutions are based in the UK and that is whom I have been dealing with for the last 2 months.  I understand your view but why should we as customers in the right have unnecessary stress and hassle...Samsung is a dead horse, I agree!! LOL

[Piper123]

We actually both agree here.

I've been through the pain of Samsung Customer Services and wherever they are it isn't pleasant.

But from experience and as someone who did have to take further action, I sadly talk from experience. Hence my post