Samsung Seems to Be Trying to Stop Me from Claiming My Warranty

0burntrice0 on 25/10/2016 - 10:56
Last edited 25/10/2016 - 10:57

Would appreciate others opinions on what I should do in this situation,

I bought a Note4 two years ago and sent the phone off two months back due to the screen having a 'burn in' image of the keyboard and top notification bar, along with battery issues (dies at 40%), camera issues (not focusing half the time).

I received the phone back and it seems that they only had a look at repairing the screen. (the repair notes had nothing mentioned of the other issues).

I then noticed that the glass of the screen was popping up from the phone itself (I believe I would have been able to fit 2-3 business cards under the glass in the top right corner), I pushed it down and went about using my phone like normal.

I then noticed that the screen continued to issues such as, you could wiggle the screen if you push and pull on it with your thumb.

I also started to hear rattling sounds when using the phone and walking (sounds like a loose screw), and around the same time most of my phone calls started to drop out and either one of us could hear or neither of us could here. (this happened multiple times while on the phone to Samsung explaining the issue.)

So after all that, I wanted to send the Note4 away again. I was told that I would be eligible for a refund on the phone as this is the second time it has been sent away for the same problem without being fixed. I decided to buy the S7 Edge and send my phone away (as they were unable to offer me a loan phone).

Its been a few weeks and they told me I would expect a call within 3-5 business days. I have called up multiple times and they keep telling me 3-5 business days each time I call. (even today they said it would be 3-5 business days). Their reasons to the delays are because they have to do multiple tests as the first two tests found no faults. (even though I know there were faults) and they are waiting for a case manager to get back to me by.. you guessed it; 3-5 business days.

I do not know what to do as I am waiting for a refund and it seems the Samsung employees have just been trying to delay everything,

TL:DR; Sent phone away twice for the same issue (plus other issues) and Samsung are delaying everything and saying I have no faults on my product.

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Comments

  • pantsparty on 25/10/2016 - 11:24
    -2

    What is the Samsung equivalent of the Apple Genius bar? Take it there?

    • JimB on 25/10/2016 - 11:36
      +2

      "What is the Samsung equivalent of the Apple Genius bar?"

      There is no Samsung equivalent of the Apple Genius bar. Apple would have swapped over the phone from the start.

      I had issues getting a faulty brand new in box Samsung Tab S repaired in a timely manner.

      FYI- Samsung S7 owner here.

    • 0burntrice0 on 25/10/2016 - 13:18

      I live in ACT where there is no Samsung store, They had to pick it up via courier unless I wanted to travel to Sydney, drop it off and then drive back weeks later to pick it up.

      Not sure what I will do.. I think I will just keep calling.

  • havebeerbelywillsumo on 25/10/2016 - 14:13

    Anecdotal comments on similar issues say notes on a firm's social media page can work wonders. A Consumer Affairs dept contact?

  • TheLurker on 25/10/2016 - 14:13

    I had nearly identical faults with my Note 4 - battery death, camera focus, screen delaminating, failed proximity sensor, dropped calls. Luckily I was in Sydney so went via the store.

    First repair was in store. Same battery fault recurred.
    Second repair went to Samsung with escalation by store. Stated no fault found.
    When phone came back to store I stayed an hour to demonstrate the fault to staff. They gave me a refurbished Note 4 as 'a show of goodwill'

    3 months later screen delaminating, failed proximity sensor, phone rebooting. Again escalated to Samsung HQ.
    Have spent 3 hours on phone (online chat can't help - different team) getting bounced trying to find a case manager.
    Gave up yesterday and phoned back to store (30 minutes on hold till they answered). Assistant got a case manager on phone, and they agreed to give me an S7 in 7-10 days (I got to choose the colour).

    I don't have great advice (though sypmathise with your frustration), but it seems the only approach is to keep calling and hopefully someone might give you details for a case manager. They are the only ones who can make a decision and they're pretty busy putting out Note7 fires at the moment. If you have a job number (starts with 4), you could try calling Sydney store on 02 8076 7777 and maybe they will call a case manager for you?

    If I wasn't getting a free replacement phone, I'll definitely be moving to another company. Samsung's rep is ruined for me

    • 0burntrice0 on 25/10/2016 - 14:28

      I wish I lived in Sydney so I could go in store and talk to someone.

      I just called (once again) and they said they escalated the issue and I should hear back within 24-48 hours.

      I will call up the Sydney store in two days if they don't get back to me. Do I just ask for a case manager and explain I've been waiting close to a month for my phone?

  • Diji1 on 25/10/2016 - 14:22
    +2

    This is an explosive revelation and I really think they burned you. Make sure to make 7 Notes about it.

  • Randxyz123 on 25/10/2016 - 14:47
    +1

    This is why you EMAIL immediately after you call. Get the person's who you spoke details. After you hang up send them a quick email e.g

    "Hi <name>,

    Just to confirm further to our conversation today, I will be sending in my note 4 and I will be getting a refund due to <issue>? Can you please confirm this as I need to urgently buy a new phone for work purposes.
    Can you please also confirm how I will receive the refund? Is it via cheque or can I get a store credit to as I want to buy the new galaxy S7.
    Kind Regards
    <your name>"

    If it is in writing it is MUCH easier to prove. That isn't to say they don't have to honor their promise to give you a refund but it is much easier.

    If you don't hear back in 48 hours call them again and ask for the supervisor. Explain you are sick of waiting and wasting your time calling up will be contacting the ACCC.

    They are probably being swamped by the failed Note 7 so your incident is probably in a ticket queue but who knows how long it will take.

  • st33p on 28/10/2016 - 09:37

    If you haven't already, try message on their Facebook page. I got quicker response contacting them via Facebook when trying to get replacement charger for Note4.
    The people on the phone told me I have to send the whole phone and charger for diagnostic, eventhough I told them I have tested with another charger.

  • ozeebee on 29/10/2016 - 01:06

    Bit confused why you still went out and bought an S7 when you've been having issues with your Note. You're just subjecting yourself to the same treatment again if your S7 develops issues.

    I would have tried a different brand after that kind of treatment.

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