I bought two Samsung Curved Screen monitors 6 months ago and on one of them the HDMI port did not work, but at the time I blamed the graphics card not being able to take 2xHDMI, its happened before. I recently try to hook it up to a new PC via HDMI (yes the pc has the right drivers for it), and it still did not work, hence I need to claim warranty. BUT When I ring Kogan, they say they need to pick it up, have a tech examine it and fix it. I am not sure if I am cool with the Kogan tech being the one to fix my monitor. In fact i don't want a "fixed" monitor, I want a new one that works. Apparently it needs to be examined for up to 14 days before they decide what to do, or I can refund, but the price I got was rock bottom, so I don't want to do that. Should I be contacting Samsung instead? Will the Kogan tech fixing it void the rest of the 3 year warranty?
Resolved: Bought a Faulty Samsung Monitor from Kogan, Should I Be Dealing with Kogan or Samsung?
Last edited 04/01/2017 - 19:54
Comments
But they want to "fix" it, I would be ok if they wanted to replace it, but if anyone is going to fix it, i want it to be Samsung. Can I insist on a replacement?
no, ACL says you must allow them the opportunity to fix it
Dammit, but thank you. Not everyone here has a degree in consumer law, and I am very grateful for your input.
You don't need a degree in cosumer law to understand BASIC processes
Kogan also send you emails with the orders outlining their warranty process@stormii: FWIW, I haven't ordered from Kogan in about 12 months, but back then I didn't get any pre-emptive emails regarding warranty, so don't feel too isolated.
Personally, I'd have tried Samsung first…they may have just told you to go thru Kogan first, or they may have skipped ahead a step & just run with it…you never know til you ask; I've had both experiences with various retailers/manufacturers, and sometimes it's faster & easier just to cut out the middle man.
Kogan, its really common sense isn't it
Maybe its time for the mods to make a BASIC list before people post mindless topics
You bought it from Kogan, you can either elect to have Kogan deal with Samsung or you can deal with Samsung direct but it depends if its a grey import device or not so this will be the first thing you actually need to tell us
Also Kogan don't have techs who fix things, Kogan send the item off one you send it to them and then they pass it onto the manufacturer, you're delusional if you think otherwise and under law, they have the right to repair or replace at their discretion
Kogan will pick it up > examine it and check it > pass it onto samsung > get it fixed > get it back > advise you of new delivery details
Pretty basic knowledge really
How can i tell if it is a grey import, and I am only concerned because it is not a flat out replacement it is a "fix", there is no need to be rude. Its not like its a $20 item.
I am not being rude but merely making a point
Sorry but they would of sent an email outlining the processes once you bought the item
Possibly call them or email them and ask them about the process
Kogan are one of the better companies to deal withI know its really frustrating having a faulty device but I would ask Kogan the best course of action
They may refund or replace for youI am not being rude…
Yes, you are.
…but merely making a point
Yes, in a very condescending & smarmy way, so you deserve the negs…time to realise that and pull your head in.
@StewBalls: I am so glad to see people like this getting called out. OzB has an old and strong community that is very knowledgable, but the condesending and sometimes aggressive attitude to new and less active members drives people away. I personally don't post bargains anymore, its not worth the valium.
This article might help clear everything up.
http://www.smh.com.au/business/consumer-affairs/accc-advises…Thank you very much.
Your welcome and good luck…
The first 30 seconds says it all, as a consumer, no one reads you your rights. Thanks a bunch! It also turns out (if this show is true and correct) that I can choose to deal with Samsung if I want, well what do you know!
You can deal with Samsung but your options are different. They decide to either replace or repair.
I just cannot see the value of getting a second at full price, because if it's original fault is fixed, technically it is a refurb and i paid for new.
@stormii: You've had it for six months so it'll be hard to prove that it was like this from the start. HDMI issue is a minor issue I believe so going to Samsung will either result in repair or replace. Not sure if there is any other way
Seemingly contrary to your experience thus far, for my new laptop Kogan got me to deal directly with HP. For better or worse.
For most parts having worked for Samsung before,
repairs need to go directly with Kogan as it's an imported product as repair cases will likely be rejected
due to cited reasons such as (different parts, different regions etc).However you can always try your luck at iCure (authorised repair centre) located in Granville.
Good luck
Just an FYI: Kogan customer service culture and processes seem to be very good right now. My partner's LG G4 got hit by the dreaded bootloop in late 2016. We shipped it back to Kogan, and two weeks later they confirmed it was dead and offered me several alternatives on very good terms, including Samsung S7s and Sony Experias. In the end we agreed on a credit towards an iPhone 7, on even more generous terms.
Kogan weren't the quickest, but they were very good to deal with - and the reps seemed to have plenty of freedom to keep the customer happy. This was my second experience with them in the past three years; the previous one was briefer but also had a good outcome.
My expectations weren't high but they significantly exceeded them.
Turns out contacting Samsung was good, they did a warranty fix by a Samsung tech, and it did not take 2 weeks.
you should deal with the company that sold you the monitor