Frustrating Experience

[ItsBaldDave_]

Hello all,

Back in April I bought a Galaxy Tab S10+ and it's great; it came with the AI Keyboard cover, which was a nice bonus!

The keyboard cover developed a fault whereby the left-hand side of the trackpad stopped working, making it really hard to properly select files, etc.

I contacted Samsung customer services and was passed from pillar to post, with different departments claiming it wasn't their responsibility. Then, today I was told that because my item was free, it was exempt from their warranty. This came as a surprise; I would have thought they'd honor it, but it seems not.

All in all, a very frustrating experience. Did anyone else know this about free items?

Thanks

[GoanGeek]

Wow! Thats news to me.

Doesn't seem right.

Maybe the moderators might pitch in.

Did they direct you to any particular terms and conditions regarding that?

[ItsBaldDave_]

I know, I was perplexed. Unfortunately, the last representative I spoke to, who was the most helpful of the bunch, just stated that only purchased items are covered, but if it had developed a fault within 30 days, I could have had a replacement. Bizarre.

[GoanGeek]

We are just consumers here like your self but I guess if its true then something to be aware of in future.

I know that freebies are not guaranteed if out of stock so I am presuming its true what they say.
Having said that I have never had any issues with freebies so far touchwood.

[ItsBaldDave_]

Oh yeah, I know. I think I just wanted to share my frustration. 😂

I've had a few freebies in the past, too, and never had issues, so it is a shame if true.

Loving the tablet though; the aspect ratio is just right for watching films.

[Piper123]

Although the item was free, it is still covered by warranty therefore Samsung should repair or replace.

They've got this wrong so please do go back to Samsung Customer Service and try again.

[ItsBaldDave_]

I've sent it for escalation, so hopefully someone else will look into it and I'll get a positive outcome.

[Obsydian]

Had the same with some Harmon Kardon portable speaker, it just failed to compute with Samsung, pushed back and forth to the claims team, I gave up and chucked it in the bin.

[ItsBaldDave_]

I've had confirmation now from the CEOs office too, free items are not covered by warranty. Hard to believe really.

[ItsBaldDave_]

Update — I emailed the CEO's office and received this response. It's definitely left a bad taste in my mouth, but at least I know for the future now.