I wonder if I can interest anyone on this forum about a curious warranty situation. Also I hope I'm not outside the forum regulations on this general call for help. I would greatly appreciate any advice from people who faced similar circumstances.
The Story:
Following a botched repair attempt, I recently Googled around one of Samsung Electronics' warranty sidekick by the name of Anovo. Judging by the many terrible experiences people are having with them, I wish I had researched better before sending off my device. Then again you don't expect a reputable company to send you to the 'dogs'. Anovo honestly are not doing Samsung any 'service' either.
Anyone will know the top end Galaxy Note and the market value to be in the range £400-£500. The second hand value given any damage arguably around £200. I'm guessing this, based on the price of a working screen/digitiser.
Well I sent mine in for repair on 1st June 2012. I had just returned from holiday. The phone had been exposed to the very hot and sweaty conditions of my shirt pocket for several days. After reporting the phone as not powering and dead to warranty department, amazingly, that evening it suddenly came to life. I reported the change of circumstances immediately on their warranty number. I was surprised how courteous and welcoming the customer support rep was. I then used the device for 3 days all features working except main camera and stylus. Even battery consumption was the same. Why 3 days? I was in waiting for the envelope to arrive. I began to wonder if I should actually send it in or sell it. Optimistically I took a split decision to hand it in, hoping that Samsung repairs may correct what I thought in their eyes might be a very simple issue.
Cut a long story short, the phone came back completely dead again. The explanation... the phone is not covered under warranty due to water damage. OK let's say we accept the phone had water penetration given the conditions it was in, can anyone spot the strangeness?
Great! I hope anyone reading can appreciate a repair company is actually supposed to fix/return and not break items. Even if one were to argue 'well in the course of fixing something there is every possibility it can get worse'.
Surely this is why companies take out insurance and accept their liabilities. If it was working when it reached the repair desk, surely it should be returned to me in the same state it was sent?
Furthermore, I could not find any warranty terms and conditions to state that if in the repair process my phone failed, they would remove themselves from blame.
After having returned it to Anovo a second time with the same excuse yesterday, I really don't have much other options except legal. Anovo the shoddy firm that Samsung uses to repair the phones is going to return the item ...dead. The main thing they refuse to admit or discuss... if the engineer took notes that the item was working prior to opening it up.
In the meantime I will do my very best to let others know of the austerity measures others may experience when they return their part working phone under warranty.
PLEASE BEWARE SAMSUNG REPAIR PARTNERS MAY RETURN YOUR PHONE AS COMPLETELY DEAD IF THEY CANT FIX IT OR IF IT FAILS WARRANTY
Any independent comments or advice welcome. Am I justified in my expectation or not?
Unfortunately this "water damage" mallarchy (which I'm pretty certain was all started by apple with the iphone) is pretty standard practice now for most companies. I believe they have litmus strips within the phone which discolour when water gets to a dangerous level, but how accurate they are is anyone's guess.
I know I take my phone into the bathroom when I have a bath to listen to music and sing innapropriately and on more than one occasion I've taken the battery out days later to find worrying amounts of moisture collecting internally. Maybe I've just been lucky.
It does seem a little suspect that they return it completely unworking, and yes, I would definitely get back to them stating that they've sent it back worse off than when you sent it in. If you're in uk, it may be worth having a chat with citizens advice bureau. I find them incredibly persuasive for things like this.
All the best mate, hope you get something resolved satisfactorily.
Sent from my Paranoid Android GT-N7000. It doesn't get much better than this!
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.
{
"lightbox_close": "Close",
"lightbox_next": "Next",
"lightbox_previous": "Previous",
"lightbox_error": "The requested content cannot be loaded. Please try again later.",
"lightbox_start_slideshow": "Start slideshow",
"lightbox_stop_slideshow": "Stop slideshow",
"lightbox_full_screen": "Full screen",
"lightbox_thumbnails": "Thumbnails",
"lightbox_download": "Download",
"lightbox_share": "Share",
"lightbox_zoom": "Zoom",
"lightbox_new_window": "New window",
"lightbox_toggle_sidebar": "Toggle sidebar"
}
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.
I have had my Note 3 for approx 2 weeks and I take great care of my devices and I have not had any fall or dropped my phone and carry it in my pocket with no other items eg keys etc.
I have just discovered a crack of the screen glass which runs form edge to edge in the top right corner by the front facing camera, what is even more baffling is that yesterday I placed a protective silicon case on the phone and there clearly has not been any impact but looks more like a stress crack. The case is a standard case that fits snugly but is not overtight.
As you can imagine I am seriously annoyed about this on a £600 phone and I really do not have the time to mess around with repairs, loan phones etc
Is there anybody else this has happened to?
Any advice suggestions do I contact Samsung or my Carrier which is O2 in the UK or general advice how best to deal with this.
Not had the screen crack but bottom right corner centre curve mine developed a tiny hairline split in the plastic didn't show on the outer edge or top face but if you looked on an angle in good light you could see it, also there was a gap on that corner very slight between the glass and fake plastic chrome. I ran a Stanley blade tip around the gap and it closed and the hair line crack isn't visible. My wife had the S3 before getting my mint titanium N2. The S3 also suffered from expansion contraction cracks in the fake aluminium banding, maybe due to the extreme temps here in Spain. I still think all the 5 minute reviewers were talking crap about the N2 plastic build quality, my old N2 still looks like new. I also hate the raised rim on the N3. The Note 2 felt edge less, very nice when swiping from the edge of the screen. The Note 3 feels like your playing inside a sand pit. The reason I bought the N2 titanium was soley because it didn't have the fake chrome. Any colour banding would have better than chrome, a gun metal like the N2 titanium would have been so much more premium looking.
Sent from my GT-N5110 using XDA Premium 4 mobile app
An update on this I have been to the O2 store twice now and they refuse point blank to replace the phone even though I am within the 14 day return window according to their TCs.
The manager at the store states that they cannot accept damaged phones I have now also noticed a rattle in the phone as previously stated the phone has not been dropped or subjected to any trauma and the casing is in pristine condiition. It should be obvious to anybody examining the phone that it has not been dropped or knocked as there would at least be some evidence of this on the external casing.
So now I am going to go through O2 complaints procedure and also contact Samsung to see if they can offer a resolution.
Any other advice that anyone can offer will be gratefully received.
waisal said:
An update on this I have been to the O2 store twice now and they refuse point blank to replace the phone even though I am within the 14 day return window according to their TCs.
The manager at the store states that they cannot accept damaged phones I have now also noticed a rattle in the phone as previously stated the phone has not been dropped or subjected to any trauma and the casing is in pristine condiition. It should be obvious to anybody examining the phone that it has not been dropped or knocked as there would at least be some evidence of this on the external casing.
So now I am going to go through O2 complaints procedure and also contact Samsung to see if they can offer a resolution.
Any other advice that anyone can offer will be gratefully received.
Click to expand...
Click to collapse
From your initial post, you have already stated you don't have time to deal with loaners etc... so I feel your pain! The problem is shoddy workmanship on the device. I have had a few friends with similar problems noticed within a week after purchasing the device. Fortunately, they had a good relationship with their mobile reseller so their devices were swapped out and the mobile reseller has a lot of pull with Samsung since they buy lots of product. Samsung does not wish to lose their retailer support so will assist with a vendor return (RMA) versus the general consumer.
My only suggestion is to try to deal with the store directly as you have done previously. If the manager is unwilling to be empathetic towards your situation, ask them who the regional or territory manager is for the store and request for their information. If they refuse to provide this or you do not get the results you were hoping for, I would communicate with Samsung directly and explain the situation. Mention you do not take kindly to paying "X" amount for a phone only to encounter this type of situation. Explain as a consumer, you must follow the retail policies when situations happen but it's these retailers who represent Samsung and their product lineup to the consumer worldwide. Ask what they can do for you directly as you have no support through the retail channels representing their brand.
I'm sure they will do something and if not through the front-line channels of customer support, ask to speak with a manager or team leader. If this gets you nowhere, on principle, I would buy a new device and would escalate the matter to Samsung headquarters directly through a letter sent by courier with signature required so you have proof of acceptance. If you do not get a response within a timely fashion, file a small claims writ and take Samsung to court on this basis. Most likely, they would simply send you a refund as court costs for them would far exceed the cost of device replacement or refund. A judgement in your favor or out of court settlement would be based on 100% proof the damage was not user initiated but instead, a factory defect.
Hope this helps!
Further update spoken with both O2 customer services and also Samsung who directed me to take it to their approved repair centre locally (run by a third party but branded Samsung) for inspection. I drove to this centre where one of the technicians took a look and said we cannot repair this as the screen is cracked. I restated that it is obvious from the condition of the phone it has not been misused and asked to speak to the manager who said that Samsung will not authorise any warranty repair for a damaged screen and I would need to contact them again.
This is what I did and they sent a reply paid jiffy bag to send to their inhouse repair centre and today I have received a reply stating that I will have to pay for the repair as the warranty does not cover physical damage. I am massively frustrated and disillusioned by this as neither Samsung or O2 want to take responsibility for this and I am struggling to Know what to do next.
To be fair, they have to protect themselves. If any customer who dropped a phone (not saying you did) could get a refund, they would either go broke, or have to charge us all a lot more.
Their conditions assume that some trauma occurred, but your situation appears to be the < 1% of situations where the fault is caused by a manufacturing fault, not user abuse. You only way is to 'prove' that no user abuse has occurred. As you say, the pristine nature of the shell does back that up, and the fact is that such faults can and will occur.
Only one thing may be important as well: is the silicon case very tight? I am thinking that if it is, that stress could have caused an existing flaw in the glass to extend into a fracture. Again, proving it is next to impossible, but I would keep going up the chain until they accept it, but keep calm and polite. Eventually they will give in, I suspect.
Very true about phones that get damaged by misuse and drops etc. I have again spoke to Samsung customer services and restated everything but seem to be going round in circles so I have pursued a formal complaint and will be sending in photos. Also will look to get a independent inspection report but as you say I will probably have to prove that misuse did not occur as they do need to protect themselves but as one of the unfortunates with a damaged screen not due to physical trauma or misuse it leaves me with an extermely poor view of Samsung and certainly as a consumer will look to other manaufacturers from now on.
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...
Click to collapse
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.
.
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.
.
Click to expand...
Click to collapse
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!
Click to expand...
Click to collapse
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.
Click to expand...
Click to collapse
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....
Click to expand...
Click to collapse
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!