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Original topic:

Some of my registered products are missing

(Topic created on: 07-04-2021 02:55 PM)
2246 Views
RichC
Apprentice
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I have many Samsung products on my account, all of which were registered and I used to be able to see them all. Seemingly following the site upgrade a number of them have gone missing, all under warranty, they are things like washing machines, tumble dryers, tablets. However my phones and TV are still there, anyone know how to get them back?

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17 REPLIES 17
ChrisM
SuperStar
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Hi @RichC 

Has this issue now been rectified?

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RichC
Apprentice
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Unfortunately not,  I am still only seeing 7 of the 15-20 products I would expect to see. 

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DannyT
Moderator
Moderator
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We can certainly look into this with you, but just to hopefully put your mind at ease first, if you're referring to the standard warranty on these products, there is no longer any need to register. The warranty is in effect from the date of purchase.

Are these products that are missing still in use? 


Welcome to the Community!

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RichC
Apprentice
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Yes they are, I just arranged for a service on one of the missing ones, it would have been easier/helpful for it had been in the list
Rafero
First Poster
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Hi, following this thread, can I know what is the process to recover all of my missing items? The idea to have this registered on the profile is so I don't have to remember every device that I have purchased from Samsung and trying to find the receipt of when it was purchased or where it was purchased from. This is really poor from Samsung that devices and information can disappear from your platform. What and how is this to be rectified? 

Annette3
First Poster
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Hi Im having the same issue 3 new products registered 2019 gone Samsung agent telling me they are not covered yet have 5 year warranty for all of them having a call today  ti try and rectify its so stressful dealing with Samsung helpline they just dont seem to help , 

Robert Day
Apprentice
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All of our kitchen products are missing, all registered online along with a 5 year warranty promotion, now gone - literally all of it and I've got an issue and Samsung telling me (when they have just done an unsuccessful warranty repair on an appliance and I'm trying to get them back to sort it) that the warranty actually ran out in 2018 (!) and it's down to me to prove otherwise (apparently I should have documented the mysamsung website we registered and used to log into to view the warranties and product info, which Samsung have now taken down.... Dealing with helpline is beyond stressful it's like they are instructed to just keep messing you about until you about until you give up ('are you saucepans too big' was a highlight as was the video call with a 'visual specialist' technician where he just repeatedly hung up and seemed to know less about the product than I did.  Its all just levels of endless time wasting and bureaucracy to avoid simply sorting the issue.  Currently submitting an information request under GDPR and have had to escalate this to their complaints team who are searching their warranty database to try and find out product registrations.....  Hopeless.

Samsuck1
Apprentice
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I'm having the same issue - £2,500 of home appliances registered in 2021 and none now appearing. I was about to say under GDPR if they have been provided with a customers information it is their duty to store it according to their policy and it cannot be altered, so it is not your/our responsibility. If they have lost/deleted databases due to site migrations then it is their duty to inform those whose data they hold. How is this proceeding? I don't have a product issue but I'd like my products registered and listed otherwise I won't be purchasing from Samsung again.

Robert Day
Apprentice
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I have submitted a GDPR request, including all order history - no response at all so far but they have 30 days.  Customer complaint guy came back to me again and said there is no record of me ever having registered the products and they only have one database.  I then follow some advice on here and log into a different site: https://www.samsung.com/uk/members/products/ and low and behold all my products show there.  Weird that considering I purchased them from a reseller and have been repeatedly told I didn't register them.  Sent a long email as requested showing screen shots and, wait for it..... the products in question which is still sold and clearly says on their website the standard warranty is 5 years......  Yet I'm being told I bought it in 2017 and the warranty ran out in 2018.  Nothing they say makes sense or is even vaguely credible or consistent with previous explanations given.  So clearly their issue.  Even the 3rd party repair specialist they sent has seemingly been left high and dry and has had payment held and has told us that they are nightmare and never want to accept any warranty claims.  This is supposed to be premium kit, and certainly came with a premium price tag, but dealing with their support is like dealing with something off FoneJacker....