Samsung Store Outright Lying about Repairs

deanylev on 26/01/2016 - 17:35

So I have a Samsung Gear Live watch, and my dad has a Samsung Galaxy S5 phone. My Gear Live cracked on the first day, due to a faulty strap that doesn't click in properly, thus it fell. I live far from Melbourne Central, and have never got around to taking it in to the Samsung Store to see what they have to say. My dad's Samsung Galaxy S5 camera has failed (it's a hardware problem), so we took both in for repair. Here was our experience today.

First, I asked about the Gear Live. They said they might be able to fix it, and then asked my where I bought it. I said an online reseller. I know for a fact it was Australian stock, and was purchased in Australia. He used the whole online thing to tell me there was no way it was Australian, because it was 'missing a tick on the bottom that they put on Australian stock'. He then showed me a tablet with that tick. I went to look at the bottom of the other Samsung Smartwatches in the store, and guess what? No tick! I googled photos of Australian Gears, that matched mine, and then international ones, that looked completely different on the bottom. I knew that was a lie. Wasn't going to argue though, just contact consumer affairs. Next, the phone.

Took the phone in, they agreed it was hardware. Booked in it for repair, and gave my dad a Galaxy A3 loaner phone. Get a text an hour later, saying they had discovered third party repairs, and had voided my warranty. Fair enough I thought, the LCD was replaced with a Genuine Samsung LCD a little while back, but I understood where they were coming from. It said nothing in their warranty info about third party repairs, and they had never asked me, so I thought it was fine. I called them up to ask what exactly they thought was wrong (I was gonna play dumb) and they told me the LCD and Motherboard and Subboard were all fakes, and they refused to repair it, as it would cost too much. I was furious, yet another lie. I know for a fact that only the LCD was replaced with a Genuine part, and the motherboard and subboard were NEVER touched. They said if it was genuine it would be fine, but since it's fake it's not 'economical for them'. I know it's not fake, and they're trying their best to void my dad's warranty.

Thoughts? Who's in the right? I think it's really dodgy what they're doing.

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Comments

  • supnigs super skids on 26/01/2016 - 17:57
    +1

    So the watch dropped and broke. Would be tough arguing that one.

    There are no fake s5 amoled. Only refurbished

    • deanylev on 26/01/2016 - 18:05

      Yeah, the guy believed me, but pulled the tick crap.

      Exactly what I said! How could some Chinese company fake an OLED display like that, they are so complex.

      • kywst on 26/01/2016 - 19:15
        +1

        OP I reckon they are taking the piss but I wouldn't be writing off China. As of mid last year LG partnered with a number of Chinese manufacturers that exhibited the capabilities and desire to manufacture OLED panels. I'd say this was a preventative tactic to bring them into the fold else risk their product designs and technologies being "copied". This means Samsung will profit all the way and the Chinese will have a vested interest themselves.

        • deanylev on 26/01/2016 - 20:11

          Ah haha you know what I meant. I guess there are other manufacturers that have the capabilities of making OLED panels, but no one would/could copy a panel like that. Plus I know the guy, and know for a fact he sources genuine parts from viable suppliers.

  • Unorthodox on 26/01/2016 - 18:00
    +2

    So you had the screen replaced by a third party? That in itself already voids the warranty regardless of whether the replacement screen is genuine nor would you know that the replacement screen is genuine.

    Also, for the Gear Live, just show your proof of purchase to determine if was bought from a retailer that sells Aus. Stock

    • deanylev on 26/01/2016 - 18:05

      True, but I know for a fact you don't get fake Samsung OLED displays, and they said it was 'only because it was fake, a third party repair would've been okay'.

      I should do that, thanks for the tip

      • whooah1979 on 26/01/2016 - 20:23

        does both items still have warranty?

  • [Deactivated] on 26/01/2016 - 21:08
    +2

    Watch = physical damage thus warranty voided already. All Aussie Samsung gear has a tick and an "N" number tagged on it
    Phone = whether the replacement parts is genuine or not, you can tell the item has been repaired by identifying the aftermarket parts. When it's under warranty YOU SHOULD always get the manufacturer to repair it to ensure your warranty continues.

    Tough luck mate. They probably told you it's 'fake' just to make it easier. Not like telling you it's an non authorised repair where the production code on the screen doesn't match the same batch as the phone will help in any way.

    • deanylev on 26/01/2016 - 21:11

      I think that's super unfair when it was their faulty strap that did it. And the ones in the store had no tick.

      And as for the second thing, they told me if the parts were genuine it would have been fine to do a third party repair. The thing that makes me the most mad is that they claim the motherboard is fake, when the motherboard was never touched. Total BS.

      • [Deactivated] on 26/01/2016 - 21:14
        +3

        Call their head office support line. I've had issues with some products previously and they are usually happy to help after a few goes. Good luck mate!

        • deanylev on 26/01/2016 - 21:41

          Good idea! I'm gonna try, thanks mate

  • pjcook on 27/01/2016 - 08:46

    Also, if I understand Aus Consumer law you do not have a contract with the Samsung Store, you have a contract with the retailer who sold you the watch, take it up with them.

  • redforever on 27/01/2016 - 11:12

    Which type of power plug was included with the gear live? Was it an aussie style plug?

    The other way of telling was the warranty slip in the box. Does it shows samsung australia?

    This should conclusively show if it is aus stock as they have serial number printed on the box.

    • deanylev on 27/01/2016 - 13:32

      Yep, aussie style. I'll try find the box.

      • redforever on 27/01/2016 - 13:39

        Provided it is the actual charger and not just an additional $1 adapter plug to convert it to aussie plug, it is most likely aussie stock.

        • deanylev on 27/01/2016 - 15:30

          It's the actual charger, the cable is molded to the brick and says Samsung. Plus the box was sealed with an original Samsung seal.

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