Somthing clearly wrong with Samsungs warranty and their partners protocols.

[MROOD]

Hi

I bought a brand new Samsung TV

Its not even 9 months old. Looking online it seems in the UK Samsung TV's have a 2 year warranty.

My TV developed a malfunction, I called Samsung support, I provided my invoice, I was told I have warranty, I was made to do a video call with the support channel, troubleshooting followed, I was then told it indeed is a malfunction and that a Samsung partner company will make contact to arrange a repair.

I received a call a few days later explaining that the TV will need to be collected and sent to a repair centre, it cannot be an onsite repair as the engineer has deemed it return to base only.

So again I'm told to expect a call or email to arrange a collection.

Today I received a call from a company claiming to be referred from Samsung, I was told I need to pay a £240 repair charge over the phone, I was then told that they can sell me an extra years of warranty for a further £200. So they wanted to sell me warranty extension, in total they wanted £480

I explained that the TV is not even 9 months old, I said I spent a huge amount of money on the TV and because of UK retail law and within the time scale it should be a free repair.

The conversation then turned difficult, the caller then terminated the call.

The only department I called was Samsung, no one else knows that I have a failed Samsung TV

Cleary Samsung's business partners are out there trying to make a quick buck and to me that is crafty and extremely unprofessional.

The last thing you want to do is ask for money from consumers especially when their product has an active warranty.

I have Samsung phones, washing machine and a sound bar, this is the 1st time I called Samsung for support, to ask for money during an active warranty on a product is just wrong.

Now I have a TV that doesnt work that has active warranty, I nearly been ripped off from what it seems like a scammer that has access to Samsungs information or your partners are taking advantage from

desperate consumers

Can we get this looked into plz, can I be treated like a normal person and not taken advantage on

Model number: QE50Q60AAUXXU

Trouble Shooter Reference Code: 97-218159652

[ChrisB_]

Hi there, @MROOD. Welcome to the Samsung UK & Ireland Community forum. 

Samsung do not sell extra warranty on any of our devices, nor do we pass along any of your information to third-party companies who would offer such a thing, as far as I am aware.

I'd be very interested to look into this for you, so please could you send me a Direct Message by going to the @Sam_UK profile page and selecting "MESSAGE"? Many thanks. 

[johnz237]

I'd suggest reaching out to @Sam_UK via direct message within Samsung Members with these details.

Being a forum for customers to help other customers, we can't provide much assistance directly.

[MROOD]

well i messaged sam uk and all i get is this message

Correct the highlighted errors and try again.

• Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and send the message when you are satisfied.

I dont have any links on my message

So frustrating

Anyways the company who called me today are called Mint Samsung Warranty company, u can google them.

they have an official website and they are samsungs partner, they wanted £480 when I have active valid warranty 

I also got a call from Group FX, they promised me an engineers visit but all i got was a appointment cancelled notice

Samsung official was the only company I called from the official samsung website, so when you say "nor do we pass along any of your information to third-party companies who would offer such a thing."

I dont believe that because why would I get contacted twice by 2 companies as soon as I called samsung, the lady from Samsung told me they will pass the data over to their partners so to say samsung doesnt share info with 3rd parties isnt quite true

you know all consumers like me do is reach out for help n support when products breakdown, what I got was a circus performance.

I hope Samsung can resolve this issue for me

[ChrisB_]

Your Private Message has come through to us, so I'm just responding to it now. 🙂

To clarify what I mentioned regarding your details being shared with third-parties, we do pass along your details to our official Samsung-approved repairers. However, I am personally not aware of these repairers offering extended warranties for an additional cost.  As such, it is something myself or a colleague will be investigating for you, as well as  doing everything we can to  get your TV repaired and working again.

I apologise if my wording was a little unclear and caused any confusion.

[MROOD]

well I received a call from Samsung complaints team

wasn't very helpful at all

I'm now told theres been a mix up with data and that my details were mixed up with another customers details who happens to have a Samsung TV that doesn't have warranty so that person was supposed to be called and offered a paid repair and an extension of warranty, but somehow my details were passed along

Seems like an excuse to me, so I said how will Samsung resolve the situation, she said that it will take 9 days to collect my TV and that after that a further 8-9 days for repair

Given what's happened the worry and distress and the unacceptable length of time I asked if Samsung can expedite the situation to resolve or if she could pass this onto a higher department.

She said Samsung doesnt have that ability and she doesnt have access to the diary systems, so basically theres nothing the executive team could do.

I think Samsung being a corporate company, have a huge market in every country yet doesn't have the facility to provide a decent and reliable service, especially after this mishap just shows Samsung hasn't got the infrastructure or the processes in place to resolve a complaint to acceptable standards, its basically all over the place.

Is there a department that actually has the ability to resolve this for me within acceptable standards?

[MROOD]

Thanks for ignoring me Samsung, doesn't surprise me at all looking through the pages and pages of complaints and dissatisfaction from Samsung product users, this is why LG has a class on its own when dealing with upset customers. And Sony.