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Why don't Samsung honour faulty repairs

(Topic created on: 13-06-2023 05:59 PM)
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squeeky_bedsprings
Journeyman
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My fold cracked down centre of screen, went to Samsung store, they said anything to do with screen they won't fix unless I pay £479.

Despite it being no fault of my own and despite having extended warranty.

Went to my network provider who also confirmed Samsung won't accept anything to do with middle screen.

I WONT be upgrading to Samsung again. They won't even respond to complaint via email.

Let down badly by what I believed to be a good company.

6 REPLIES 6
Ryoko90210
Journeyman
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I had a similar experiance with my Flip Z. Refusal to fix or even look at the device despite being in warenty. Seems they will just refuse repairs of flio/fold phones.
Easty
Big Cheese
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Threaten them with Ofcom and tell them under your Consumer rights they have repair it for free if its wear
and tear , don't take no for an answer 👍
I'm sure @BandOfBrothers can advise on this
Samsung Galaxy Note 10 Plus 5g
Samsung Tab S6 Lte 256gb
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BandOfBrothers
Samsung Members Star ★★
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@squeeky_bedsprings 

This maybe the factory fitted screen protector that has delaminated. 

The same happened to my Fold³.

A Samsung Repair Centre needs to fully assess the phone in-house.

It is also worth mentioning that it is the Merchant that needs to provide support in regards to the phone under the warranty. 

i.e 

The seller of the phone as per the Consumer-Rights-Act-2015 


Daily Driver > Samsung Galaxy s²⁴ Ultra 512Gb ~ Titanium Black.

The advice I offer is my own and does not represent Samsung’s position.
I'm here to help. " This is the way. "

JAMES4578
Samsung Members Star ★★
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There is greater protection under consumer Rights Act (port of call is the retailer) and statutory rights last 6 years in all parts of the Uk except Scotland (5 years).  Additional information here https://www.lloytronuk.co.uk/service/knowledgebase 

However it should be noted that after six months the onus is more on the consumer  to prove that the product had a known fault at the time of purchase.

From the which article @BandOfBrothers  posted:  "In practice, this may require some form of expert report, opinion or evidence of similar problems across the product range".

 

I do not work for Samsung or make Samsung Products but provide independent advice and valuable contributions.


squeeky_bedsprings
Journeyman
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I went to retailer who said they know its a problem but insisted I will have to pay, they had me removed from store bt security and police because I told one of their potential customers looking at a Samsung fold how the middle screen is not covered so can't go back to store. Other than sending another email (which they don't reply too)
Seems like I've been legally robbed
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squeeky_bedsprings
Journeyman
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Just an update for you rang network provider told them yet again whats gone on and told them I've read the consumer credit act, and within 5 mins of being on hold he came back with "new phone will be with you tomorrow please give courier old phone"
Result for me I suppose and thank to your replies I have it sorted so thanks
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