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So I am experiencing weird charging problems on my Note N7000 described by many ppl in various places. And this is my correspondence to Samsung and their response. I guess no matter how wonderful things they make - stay away if you travel or can't wait for them to come to your country. Samsung's vision of global village.....
My letter:
Hello!
This e-mail is in regards to 2 (two!) transaction records I had to open already.
Their numbers:
5103380251
3101152244
For starters - neither of them solved my problem. Also - the second one was required only to get this e-mail address after only 35 minutes on hold....
Anyways - I have an INTERNATIONAL version of Galaxy Note (GT-N7000). The phone was manufactured without SIM lock, with INTERNATIONAL in the name, implying that it can be used INTERNATIONALLY. Since it resides in Canada now I called Samsung Canada to get it repaired. (all details should be in the tickets hopefully - in a nutshell the phone is exhibiting very weird behaviour once it is connected to a wall charger, please, call or e-mail me if the details in the ticket(s) are unclear). Through a bit of research I established that this behaviour is not isolated to my unit only as I found multiple posts on various technology related forums about similar anomaly.
By calling your support line I learned some valuable lessons that might dictate my future purchasing decisins:
1. Even though there are thousands of people in Southern Ontario using various models of Samsung mobile products one has to ship the phone to Quebec for anyone even to take a look at the issue.
2. Global company like Samsung does not honour warranties for the products purchased outside of country of residence even though the Internet allows for free exchange of goods even when big telecommunications corporations artificially try to block certain products from different markets for marketing purposes (seems like they have full unconditional backing in doing so from Samsung)
3. I stopped wondering why superior product features lose ground to outdated technologies marketed by Apple - all that matters is customer satisfaction.... My daughters iPhone started "freezing", one quick visit in the Apple store resulted in the instant phone exchange... By the way - the iPhone was purchased in the United States and the exchange occurred in Canada. All that was needed was the serial number to confirm the warranty.
Well - my Note was manufactured in October 2011 so I believe it is not one year since then. I do not understand why I am hitting obstacles trying to get your product fixed just because I purchased it before it was available in my country.
I hope that this communication will open someone's eyes and will help to resolve my issue in acceptable manner as well as will change the overall customers' experience with Samsung.
Please, contact me via e-mail or phone (number in the signature) if you have any questions in that matter. And of course I would like to see some kind of answer if you do not need any additional information.
Regards,
And this is their response:
Hello Tomasz,
We apologize for any inconvenience this issue may have caused you.
Unfortunately, phones do not have an international warranty, so a service centre in Canada would not be able to perform an in-warranty repair. For warranty support, you would need to contact the original purchase location.
Sincerely,
Samsung Office of the President
if i'm not mistaken normal warranty only valid in the country that you purchased from. international warranty need to be purchase separately
That still sux... Especially that this is a common problem, not one-of.
Hi all,
My SGS2 packed up around 3 weeks ago after freezing during use. I took the battery out and tried to reboot it, but it was dead. Long story short, I submitted the phone via the UK Samsung Service Centre procedure and within 48 hours they had rejected the warranty on the grounds of alleged water damage. They claimed that there was water damage to the USB port and that this was the problem - which I knew was spotless inside and out - no oxides, no discolouration, nothing. It was mint. Odd, I thought. Someone's telling lies.
Now, I know that this is the internet and people say things they don't mean but...this handset has never been in contact with any liquid or kept in overly humid environments in it's entire 11 months from new. Just placed in a gel case and used as a normal phone, stored in an outside jacket pocket and very well looked after. I buy all my phones SIM free, they belong to me so I take care of them.
I decided to contest the claim that it was water damage and refused to send it back to the Samsung service centre as I no longer trusted their judgement. Instead, Samsung said that I could take it to a local Samsung authorised repair centre local to me. Which I did. Their engineer dismantled my phone and stated that there was indeed absolutely no damage to the micro USM port & concluded 'We find no damage to the main board...We advise to speak to Samsung directly to execute the warranty'.
So great, I thought. I called Samsung and they apologised for getting it wrong and assured me that it would now be repaired under warranty. So I submit the phone for the third time - to be repaired or replaced. A week later I get the phone back with the same letter stating that they won't fix it because the say it has a 'Burn mark on the WLAN module' (that was news to me and the last 2 engineer's reports didn't see any such burn mark!) They made no more mention of the alleged damaged micro USB port that was their complaint last time - wow, it must have magically gone away! They also claimed that the 'liquid indicator had been activated'. See below.
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Now I'm not an engineer, but that 'Burn mark' looks suspiciously like a blob of permanent red marker pen ink that would be easy to test by rubbing some isopropyl alcohol over the top. I also think that if that WLAN chip had really 'burned out' that the previous 2 Samsung engineers would have noticed it and reported it. They did not.
As for the liquid indicator, well there is an area (less than 0.5mm) around the top of the sticker and right side of the sticker that shows slight pink colouring - but a vast majority 95% is clear. This, I would have thought is a perfect sign of just standard use over a 11 month period which must result from standard atmospheric vapour.
Either the 'engineer' is incompetent or this is a complete scam in my opinion, although Samsung UK acknowledged & accepted that this unit was NOT water damaged, they are now saying that they 'can't order their repair centre to carry out the repair - only 'request' again that they make an exception, but if their engineer insists that it's water damaged then that's that.' Bloody ridiculous!
This whole 3 week saga has been full of inconsistencies & has been a communication & PR disaster for Samsung. Either way, this is the last time i'll be buying Samsung goods. The quest getting Samsung UK to do the right thing and honour the warranty continues. Bad Samsung.
Surprising, I've read stories about poor repair services from Samsung before, but I thought the Galaxy S2 issues were mostly resolved... Go figure.
karendar said:
Surprising, I've read stories about poor repair services from Samsung before, but I thought the Galaxy S2 issues were mostly resolved... Go figure.
Click to expand...
Click to collapse
Well Samsung have really done a number on me. Simply terrible. There's a complete disconnect between Samsung as a company and the Authorised Samsung Service Centres. It seems that they are leaning heavily on blaming everything and anything (regardless on actual cause) on any slight discolouration of the the liquid sensitive patches, which over time will all show a slight discolouration on the edges due to atmospheric conditions, it is after all a one way chemical reaction. They think that this gives them the right to ignore all other evidence and deliberately side step legitimate warranty claims.
Go to the consumer protection organisation in the UK. Start a website bad mouthing Samsung; use whatever means you need to in order to get the message out there.
I dont understand how the "local samsung repair centre" guy didnt just fit a new usb board.
Its no skin off their noses,and youd think theyd have a usb board for sg2 in stock.
My local samsung place would be carphone warehouse.Whether they have to get authorization from samsung to repair phones is what I dont know,but I dont see the point in a company putting themselves forward as a samsung service centre and they dont repair the actual phones.
Is the wlan part of the mb.Seems like samsung only entertain complete donkeys that brick their phones.
Ive got a proper usb board spare if you need it.
theunderling said:
I dont understand how the "local samsung repair centre" guy didnt just fit a new usb board.
Its no skin off their noses,and youd think theyd have a usb board for sg2 in stock.
My local samsung place would be carphone warehouse.Whether they have to get authorization from samsung to repair phones is what I dont know,but I dont see the point in a company putting themselves forward as a samsung service centre and they dont repair the actual phones.
Is the wlan part of the mb.Seems like samsung only entertain complete donkeys that brick their phones.
Ive got a proper usb board spare if you need it.
Click to expand...
Click to collapse
See the catch is, if a part is flagged by control as "Not supposed to have been replaced", this "Guy" might get in trouble. So it's not necessarily the guy you should complain about, but more policies and procedures from Samsung for these service centers and how they scare employees into not being objective by imposing strong sanctions to them if they don't do the job right.
theunderling said:
I dont understand how the "local samsung repair centre" guy didnt just fit a new usb board.
Its no skin off their noses,and youd think theyd have a usb board for sg2 in stock.
My local samsung place would be carphone warehouse.Whether they have to get authorization from samsung to repair phones is what I dont know,but I dont see the point in a company putting themselves forward as a samsung service centre and they dont repair the actual phones.
Is the wlan part of the mb.Seems like samsung only entertain complete donkeys that brick their phones.
Ive got a proper usb board spare if you need it.
Click to expand...
Click to collapse
Thanks for the offer theunderling. Very kind! (And yes, the WLAN is on the MB, on the screen side, midway along the thin strip on the right. The Liquid Sensor on the SGS2 is located inside the rear housing in the compartment that mates up with the Micro USB port. It is effectively open to the elements all the time and is surrounded by a foam gasket above it).
Today I took the phone back to the Independent Samsung Authorised Repair Centre locally to me, as I trust them. They stripped the phone down and confirmed that the WLAN in their opinion, was not 'burned' as the Official Samsung Repair Centre engineer had claimed after their second inspection. They found the following instead:
'With regards to the Burn mark on the WLAN Chip it appears that this isn’t a burn mark it looks like it is a spot which has been placed on the chip via a Red Marker type pen.' (very interesting!)
They also confirmed that there was absolutely no water damage to the phone and that the sensor's slight pink tinge was attributed to 'general day to day use'.
After yet another very frustrating and fruitless conversation with another service agent, I eventually go them to acknowledge that they should read the report contradicting their engineer's findings. At first they simply kept on stating that there was no more they could do, even though I had evidence supporting completely different findings from their engineer. I have now written yet another letter to Samsung UK customer service forwarding these findings, requesting they contact me & resolve this issue immediately.
Terrible business sense, trying to weasel out of honouring a warranty on a faulty phone that will cost them a life time of lost purchases from me & my family and friends. I have no doubt that this situation has the legs to run & run. Now in week 4...
Figure out whom the VP for Customer Support is and send them a letter detailing the events, as you have here, and make them aware of your frustration. Sounds like your trapped in a poor policy vortex and they're just trying to save a buck, some one a little higher-up should have the foresight to see the path of least resistance and good CS is to resolve your issue.
Let me be the bearer of bad news for you:
Samsung simply has no means of executing the warranty, because they no longer have any replacement parts in stock.
This goes not only for Samsung UK, but for all branches all around the world. It has been a very, VERY bad corporate decision, and most Samsung devices (specially the best selling ones, like the GS2) that have been out of production for over 6 months have no replacement parts in stock anywhere.
That is why they come up with lame excuses: they are trying to cover their own asses, they're trying to cover their miscalculations.
Reports similar to yours are happening everywhere. Honestly, I don't think Samsung gives a rats ass about us customers.
It's been suggested that you turn this into a bad PR case for Samsung: tell blogs, create a website, harass them so much they will have no other choice other than replace your phone.
When Apple fanboys hear about this, they not only will have a bang out of it, but they'll spread the word, just to make it look bad for Samsung... I believe they are some sort of ally for you.
neur0tek said:
Figure out whom the VP for Customer Support is and send them a letter detailing the events, as you have here, and make them aware of your frustration. Sounds like your trapped in a poor policy vortex and they're just trying to save a buck, some one a little higher-up should have the foresight to see the path of least resistance and good CS is to resolve your issue.
Click to expand...
Click to collapse
I think you're right, the problem being that Samsung's Customer Service Centre representatives refuse to give me any channel to escalate this embarrassing situation to a higher level - instead they filter my feed back through an 'obfuscation filter' and selectively pick & choose who and what they listen to. I had to mention the term 'legal action' and point out that if they have marked my chip with a red marker pen, and then claimed that this was a burn, that this would be fraudulent behaviour, just to get them to even bother listening. It's just plain wrong.
I will wait for this next official response from Samsung and act accordingly. In the mean time I will try and discover who is responsible for Customer Support for Samsung UK.
Simonetti2011 said:
Let me be the bearer of bad news for you:
Samsung simply has no means of executing the warranty, because they no longer have any replacement parts in stock.
This goes not only for Samsung UK, but for all branches all around the world. It has been a very, VERY bad corporate decision, and most Samsung devices (specially the best selling ones, like the GS2) that have been out of production for over 6 months have no replacement parts in stock anywhere.
That is why they come up with lame excuses: they are trying to cover their own asses, they're trying to cover their miscalculations.
Reports similar to yours are happening everywhere. Honestly, I don't think Samsung gives a rats ass about us customers.
It's been suggested that you turn this into a bad PR case for Samsung: tell blogs, create a website, harass them so much they will have no other choice other than replace your phone.
When Apple fanboys hear about this, they not only will have a bang out of it, but they'll spread the word, just to make it look bad for Samsung... I believe they are some sort of ally for you.
Click to expand...
Click to collapse
Bollocks.
Where is your proof?
****Non of this is of any importance. Just chill the f**k out and relax****
Simonetti2011 said:
Let me be the bearer of bad news for you:
Samsung simply has no means of executing the warranty, because they no longer have any replacement parts in stock.
This goes not only for Samsung UK, but for all branches all around the world. It has been a very, VERY bad corporate decision, and most Samsung devices (specially the best selling ones, like the GS2) that have been out of production for over 6 months have no replacement parts in stock anywhere.
That is why they come up with lame excuses: they are trying to cover their own asses, they're trying to cover their miscalculations.
Reports similar to yours are happening everywhere. Honestly, I don't think Samsung gives a rats ass about us customers.
It's been suggested that you turn this into a bad PR case for Samsung: tell blogs, create a website, harass them so much they will have no other choice other than replace your phone.
When Apple fanboys hear about this, they not only will have a bang out of it, but they'll spread the word, just to make it look bad for Samsung... I believe they are some sort of ally for you.
Click to expand...
Click to collapse
Hmm, thanks for the contribution & insight. That is very interesting to read & disturbing. I have a growing list of all the actions I have taken and the events that have occurred in this saga, but throughout the last 4 weeks I am yet to be contacted by Samsung with the intention of resolving the issue. I always have to call them, email them, write to them....and I am very unhappy with their handling of this situation. I don't think that i'm over-reacting or expecting any more from Samsung than I am due. I am not backing away from this and will not stop until Samsung have resolved this.
Palming in warranty phone faults off on to customers or insurance companies with dubious claims is just not going to fly with me.
I have bought a domain name to publicise this case (and others?) as much as possible if it is not resolved. It's a good domain name too, surprised Samsung didn't buy it to stop other people using it!
mckeowngoo said:
Bollocks.
Where is your proof?
****Non of this is of any importance. Just chill the f**k out and relax****
Click to expand...
Click to collapse
I have some contacts inside the Brazilian branch of Samsung, whose names I can't - obviously - mention.
I'm sorry but I just don't believe that Samsung, who manufacture and purchase a lot of components from other companies, have ran out of spare parts for their line of mobile phones, especially when there is titanium version of the S2 due to be unveiled in the US in the next few days.
****Non of this is of any importance. Just chill the f**k out and relax****
Wow that is a shocking story. Now I actually think that I am lucky my phone got repaired twice without a problem (Germany). I hope you will get this resolved.
Maybe get the councils trading standards officer involved for the area their service centre is located(cant remenber if its newcastle).
Or you could say youll pay for a repair and sue them for a mb and usb board via small claims court.
theunderling said:
Maybe get the councils trading standards officer involved for the area their service centre is located(cant remenber if its newcastle).
Or you could say youll pay for a repair and sue them for a mb and usb board via small claims court.
Click to expand...
Click to collapse
Maybe I'm being naive here, but with the evidence I have presented and with the bizarre 'Red Pen Event' (!), I am rather hopeful that a Samsung representative will intervene at some stage and make this all go away, apologise and we all move on. I will await some form of official reply to the latest engineer's report I have emailed to them to hear their side of this. But explaining that red pen 'burn' away, that will be difficult, if not impossible!
Write to famous websites seeing if they are willing to publish your article on their website. Preferably pro-apple websites, BGR etc. It will provoke a response from Samsung into doing something right.
Sent From the Tab
Simonetti2011 said:
I have some contacts inside the Brazilian branch of Samsung, whose names I can't - obviously - mention.
Click to expand...
Click to collapse
I have some contacts with contacts within the US Airforce that told them that they have captured downed UFOs and are studying the technology for future exploitation. For obvious reasons, I can't name them.
@OP: Just write a polite letter detailing your frustration to someone higher up in the CS hierachy and hope that they listen. If that fails, I guess what ever action you decide to take will always put you the small consumer at a disadvantage. Buy your next phone from another company.
lambstone said:
Write to famous websites seeing if they are willing to publish your article on their website. Preferably pro-apple websites, BGR etc. It will provoke a response from Samsung into doing something right.
Sent From the Tab
Click to expand...
Click to collapse
That's a good idea, they might well be interested. I'd still very much like Samsung to do the right thing, so i'll keep the discussion going as long as there is some hint of headway. If I end up hitting an impassible wall, then i'll start using the PR route.
Samsung has officially confirm that they will not honor any warranty they can see the Knox software being tripped, as in my case today.
They will not replace or repair any phone that has this status on the screen, as this is a directive from Samsung HQ.
Clarification from Samsung UK at last then. Bugger :crying:
Takes UK rooting to a whole new level then, especially with the amount of defective devices there has already been floating around. 0x1 is certainly a risk now more than ever.. especially if they won't fulfil any fixes even if you choose to pay.
samuel clarke said:
Samsung has officially confirm that they will not honor any warranty they can see the Knox software being tripped, as in my case today.
They will not replace or repair any phone that has this status on the screen, as this is a directive from Samsung HQ.
Click to expand...
Click to collapse
Any documentation like an email ?
Did you ask for a copy of this "directive from Samsung HQ"? There must be some kind of written documentation ....
Mittaa said:
Any documentation like an email ?
Click to expand...
Click to collapse
http://forum.xda-developers.com/showthread.php?t=2542127
documented in this thread, altho no emails etc, no reason to lie really.
Also, I've come to the conclusion that Samsung do UK repairs through third party shops (from when I looked for one in my city York), therefore they decide on what they will and will not repair given on Samsung's original advice it seems.
Nope direct words from the technical engineer at Samsung service center at Stratford Westfield I also have a the following email.
Regarding your Note 3, we have done some investigating into the fault and it turns out that the device has what we call, been rooted. This means that un official software has been loaded onto the device and in the end this results in the voiding of the warranty.
Please feel free to come and collect the handset but i am sorry to deliver the bad news.
Samsung Store
114 The street
Westfield Stratford City
London
E20 1EJ
OK so what I can gather from this is - Samsung themselves will NOT repair a device even if you try/offer to pay to have it done.
But.... Their third party representative shops seem to be carrying out repairs 0x0 or 0x1 regardless?
That sound about right?
Really? I think EU law would supercede this.
FlamingGoat said:
Really? I think EU law would supercede this.
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Click to collapse
Yes, that is true. They cant get away citing Knox. See this
http://matija.suklje.name/rooting-and-flashing-your-device-does-not-void-the-warranty-in-eu
no it can't
just because samsung want it to doesn't mean that it does
european law will take precedence ....you may have to fight for it but they can't refuse to honour the warranty unless they can prove rooting and installing a rom has broken the phone
way to many companies try this on .....(sorry you hav broken this sticker you have voided your warranty) .......not in the uk you don't or the rest of europe for that matter
Sue the bell-ends
Right... this is an ideal case for the UK small claims court. It can all be done online, and the process does work.
http://www.adviceguide.org.uk/engla..._e/law_taking_legal_action_e/small_claims.htm
Samsung (and their peers) need to be told that EU law trumps their stupid unfair warranty rules.
The claim will actually be against the retailer, since it is with them that you have a contract, so you need to (rather unfairly) go after the shop or the service provider who sold you the phone.
I believe the process costs around £40, and I dont think you need to attend court in person.
A friend of mine successfully went through this process with the provider Three UK when he couldnt get HTC to repair the camera that had cracked on his phone. He won a judgement against Three for the full (unlocked) value of the handset, and got the money.
If this can be successfully done, and documented, it will start to set a precedent that unrelated hardware faults cannot be excluded from warranty rights (actually statuary rights in the EU) due to rooting, or any other software mod.
I strongly urge you to follow this course, for the good of the many (as well as yourself).
I want to root my Note3, but dare not...
cheers
George
samuel clarke said:
Nope direct words from the technical engineer at Samsung service center at Stratford Westfield I also have a the following email.
Regarding your Note 3, we have done some investigating into the fault and it turns out that the device has what we call, been rooted. This means that un official software has been loaded onto the device and in the end this results in the voiding of the warranty.
Please feel free to come and collect the handset but i am sorry to deliver the bad news.
Samsung Store
114 The street
Westfield Stratford City
London
E20 1EJ
Click to expand...
Click to collapse
Is what I said here or in another thread (theres a lot around this currently). The warranty in the UK lays with the seller be it carrier, P4U or CPW or somewhere else. - 9 out of 10 times they'll fix/replace anyway. It's just Samsung themselves that are being stubborn (Samsung don't sell phones directly to consumer in the UK for whatever reason..). - It's all about not taking no for an answer more than anything.
I will write to Samsung UK and give them 14 days to refund the full amount I paid for a new phone. After that I will seek action from a small claims court, lets see what they say now
Good Stuff
samuel clarke said:
I will write to Samsung UK and give them 14 days to refund the full amount I paid for a new phone. After that I will seek action from a small claims court, lets see what they say now
Click to expand...
Click to collapse
Good Stuff - please keep us updated on this forum.
Good luck with it
thanks
George
Yup get that letter wrote with the threat of small claims and cite the EU Directive. - get your money back
Sent from my SM-N9005 using XDA Premium 4 mobile app
Considering the EFS partition on this device is so fragile and will brick if you so much as sneeze on it, I am starting to regret tripping my knox.
Sure Samsung have no right to supersede EU law but you will have to go through so much hassle just to get them to honour their warranty.
Everyday when I use my Note 3 I always expect the WiFi to suddenly stop working, or the IMEI to disappear, or the device to start rebooting randomly. There are just so many reports of these problems randomly happening and add that to Samsung's stupid idea of 0x1 making your warranty invalid, I feel like I have wasted so much money. Sure this is a great device, but for how long will that last!
prank1 said:
Considering the EFS partition on this device is so fragile and will brick if you so much as sneeze on it, I am starting to regret tripping my knox.
Sure Samsung have no right to supersede EU law but you will have to go through so much hassle just to get them to honour their warranty.
Click to expand...
Click to collapse
Actually, I think that you're wrong here. You guys in the EU have the advantage that law is on your side. Your disadvantage is that as individuals you're small and inconsequential. Thus Samsung as a Multi-Billion dollar corporation can give each and every one of you sh*t without worrying about it.
You're phone provider, on the other hand, is NOT a small and inconsequential individual. So if you all start to sue P4U or CPW how long do you think it will be before those companies start questioning Samsung?
Especially when the actual text states "Knox Warranty Void" NOT 'Device Warranty Void"
Ultimately this will benefit those who don't have the umbrella of EU law.
Go for it guys
I've just had an email from Samsung saying they are refusing to repair my < 6 month old S5 because it is rooted.
The problem it has is the USB cover has come off. My reading of Directive 1999/44/CE article 5;
3. Unless proved otherwise, any lack of conformity which becomes apparent within six months of delivery of the goods shall be presumed to have existed at the time of delivery unless this presumption is incompatible with the nature of the goods or the nature of the lack of conformity.
is that they have to prove that rooting the phone caused the flap to fall off if they want to void my warranty.
Am I correct or are they right in being able to refuse to repair out of hand a physical problem because of a software change?
TBH I can probably repair it with a dab of superglue but they've annoyed me. In the past they've repaired my rooted S3 with a custom ROM. They did reload an official ROM though.
potatochip said:
I've just had an email from Samsung saying they are refusing to repair my < 6 month old S5 because it is rooted.
The problem it has is the USB cover has come off. My reading of Directive 1999/44/CE article 5;
3. Unless proved otherwise, any lack of conformity which becomes apparent within six months of delivery of the goods shall be presumed to have existed at the time of delivery unless this presumption is incompatible with the nature of the goods or the nature of the lack of conformity.
is that they have to prove that rooting the phone caused the flap to fall off if they want to void my warranty.
Am I correct or are they right in being able to refuse to repair out of hand a physical problem because of a software change?
TBH I can probably repair it with a dab of superglue but they've annoyed me. In the past they've repaired my rooted S3 with a custom ROM. They did reload an official ROM though.
Click to expand...
Click to collapse
They are hiding behind their terms of warranty allthough rooting has absolutely nothing to do with a defective usb cover. I would call them again to point out the EU law ie the mentioned Directive again and you are considering taking them to court if they don`t fix this issue.
You would have been better to pursue warranty through your carrier, rather than with Samsung directly. Most carriers don't care about Knox or rooting. However, as you found Samsung's policy is to deny warranty claims if there is evidence of rooting or the Knox bit is incremented.
EU legislation basically says that they can't arbitrarily deny warranty claims unless they can demonstrate that your rooting caused the defect. In short they are ignoring the directive unless you force the issue. You should prevail if you fight them on this. Do an in depth Google search to find out how others have fought Samsung on this issue, which public organizations can assist you and so forth. If you have insurance or access to low cost legal services, get a lawyer to write Samsung a letter that they are in contravention of EU legislation.
.
fffft said:
You would have been better to pursue warranty through your carrier, rather than with Samsung directly. Most carriers don't care about Knox or rooting. However, as you found Samsung's policy is to deny warranty claims if there is evidence of rooting or the Knox bit is incremented.
EU legislation basically says that they can't arbitrarily deny warranty claims unless they can demonstrate that your rooting caused the defect. In short they are ignoring the directive unless you force the issue. You should prevail if you fight them on this. Do an in depth Google search to find out how others have fought Samsung on this issue, which public organizations can assist you and so forth. If you have insurance or access to low cost legal services, get a lawyer to write Samsung a letter that they are in contravention of EU legislation.
.
Click to expand...
Click to collapse
I tried my carrier (EverythingEverywhere) initially and they told me to go through Samsung direct. TBH I didn't realise it would be an issue as it never has been in the past with my old rooted S3. I'm having fun pursuing this though. I've found the relevant bit of EU Directive 1999/44/CE and have quoted it at them and asked them to be specific as to why it does not apply in this case. They seem to think their warranty agreement trumps the EU law.
As it's less than six months old I shouldn't even have to prove that the rooting didn't cause the problem. I'm unsure how rooting might cause the USB cover to drop off anyway.
potatochip said:
I shouldn't even have to prove that the rooting didn't cause the problem. I'm unsure how rooting might cause the USB cover to drop off anyway.
Click to expand...
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You are approaching this wrong unless you are looking for a new hobby. Samsung is not amenable to logic and reason. They are not going to reply, Oh sorry, we read the directive and clearly you're right, we need to honour your warranty. They know that they are flouting the directive. They also know that they will prevail in most cases because they can wear down most individuals to the point that it's hardly worth pursuing.
Realize that Samsung is following an internal policy to deny your claim. They will only capitulate after you convince them that you are too stubborn to drop the matter. Having a law firm or public agency call their bluff would demonstrate that resolve far more effectively than any half dozen letters you could write yourself. Pursuing it yourself, especially if you appeal to logic rather than strength just portends a slower resolution.
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fffft said:
You are approaching this wrong unless you are looking for a new hobby. Samsung is not amenable to logic and reason. They are not going to reply, Oh sorry, we read the directive and clearly you're right, we need to honour your warranty. They know that they are flouting the directive. They also know that they will prevail in most cases because they can wear down most individuals to the point that it's hardly worth pursuing.
Realize that Samsung is following an internal policy to deny your claim. They will only capitulate after you convince them that you are too stubborn to drop the matter. Having a law firm or public agency call their bluff would demonstrate that resolve far more effectively than any half dozen letters you could write yourself. Pursuing it yourself, especially if you appeal to logic rather than strength just portends a slower resolution.
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Well I do need a hobby...
If my phone was dead I'd be worried but given that it is actually just missing a flap; and I've survived 16 years of having a mobile without a USB cover, then I don't mind playing along and seeing how far they will go to deny liability.
Once I'm bored of that I guess Trading Standards or the CAB might be able to help. Trading Standards have been helpful to me in the past.
It just pisses me off that they can be such dicks; it's a two minute job to fix the problem and this has never been a problem in the past.
Amazon is apparently refunding all buyers of Note 7 phones and letting them keep the old potentially defective ones until further notice. Once the refunds are given back, it would be futile for Amazon to request and enforce that the original buyers send them back to them for shipment back to Samsung. Note that they have no exchange policy in place for replacement Note 7 phones in place so they can't even put credit card holds on anyone not returning their phone.
In my opinion, this is very reckless of them as this policy could effectively create a black market for the less morally-responsible segments of buyers to start selling these devices to people on Craigslist, eBay, Swappa, or any number of sites. In a worst-case scenario these phones can cause injuries or property damage to unknowing buyers who would be deceived by these unscrupulous sellers as they never were repaired by Samsung.
Lastly, Amazon.com has recommended by users stop using the Note 7 with the Gear VR headsets, which makes sense as you don't want a potential fire-bomb that close to your eyes. Surprising that Samsung nor any other carriers haven't released a statement about that yet...
Check out the link below for their instructions and official statements.
http://www.androidauthority.com/samsung-galaxy-note-7-recall-714419/
This is beyond reckless and borders on criminal! This whole recall has been handled poorly and should have been done the the Consumer Product Safety Commission. Just as an aside regarding this recall... I have contacted Verizon 3 time and have received 3 different answers regarding the recall. WE are doomed... this whole world is doomed by the lack of consideration shown by Samsung, Verizon and the Government!
Dang I should of bought the note 7 from amazon , would of basically got a free phone ..... I got mine from Verizon but honestly not even gonna exchange it for a new one cause I have had zero issues with my battery , so I see no need to exchange it especially sense it is only effecting 1% of the phones and most of the 35 phones that the battery blew up or something else has been the international note 7 . Way I see it is of nothing is wrong with yours no need to go exchange it .
laserbiz said:
This is beyond reckless and borders on criminal! This whole recall has been handled poorly and should have been done the the Consumer Product Safety Commission. Just as an aside regarding this recall... I have contacted Verizon 3 time and have received 3 different answers regarding the recall. WE are doomed... this whole world is doomed by the lack of consideration shown by Samsung, Verizon and the Government!
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Calm down. Don't get micro aggressed over the recall. The world isn't doomed because of a phone recall. Your life will continue as normal during this and any other recall. Go get triggered by the sound of wind somewhere else.
eskomo said:
Calm down. Don't get micro aggressed over the recall. The world isn't doomed because of a phone recall. Your life will continue as normal during this and any other recall. Go get triggered by the sound of wind somewhere else.
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Micro aggressed? Oh you are so silly. No one is saying the world is doomed, but there is a proper way to handle consumer product safety issues. (faulty air bags anyone?) If you dont think this recall is not a major problem then you certainly are in your own little bubble. Major Airlines banning the Note 7 from flying in their planes, a house fire caused by a Note 7 here in the States, not to mention fires elsewhere including injuries. Does some one need to die before I can be micro aggressed? BTW not really the proper context to use the word. Of course this should have been handled by the Consumer Product Safety Commission, but perhaps you don't understand what that entails when they get involved. I forgive your ignorance as well as your ridiculous posting.
Honestly, eBay, Gazelle, Swappa, and others need to ban Note 7s from being sold on their sites until Samsung can come up with a way to tell what phones are defective based on IMEI or something. The last thing anybody wants are injuries and property being damaged because unscrupulous people selling old stock to unknowing buyers (unless you happen to be a sociopath). Sucks if you are one of those people who depends on selling old gear to buy new gear but you need to deal with it.
I think Amazon is trying to avoid "Hot Potatoes". Nuthin' like storing a warehouse of incendiary time bombs, you know?
Also, if they are not safe enough to sell or store in large quantities they certainly are not safe enough to ship.
I know it is claimed they only ignite when charging but....
whoofit said:
I think Amazon is trying to avoid "Hot Potatoes". Nuthin' like storing a warehouse of incendiary time bombs, you know?
Also, if they are not safe enough to sell or store in large quantities they certainly are not safe enough to ship.
I know it is claimed they only ignite when charging but....
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They won't be storing them for long though. They'll just be a transit depot which will send any defective units back to Samsung like the US carriers, Best Buy, etc. If those guys can do it Amazon should be able to I would think. I think they're just lazy and hoping customers will just deal with Samsung directly on their own volition. Of course, some of these customers would be the ones who potentially are morally-bankrupt enough to sell defective phones to unknowing buyers.
"No one is saying the world is doomed" - 8th Sept. ..... "WE are doomed... this whole world is doomed" - 6th of Sept....
Say again?
The first use of We are doomed is figurative, the second time was literal. Context is everything.
BTW This recall has now come under the auspices of the Consumer Product Safety Commission, Just as I was calling for and you are worried about my use of "we are doomed" in the figurative and literal sense. You have added nothing to this thread just as the other person added nothing to this thread. We are doomed!