Warning: Problems with Repair of Grey Import Samsung S7 Edge from Kogan

Trying2SaveABuck on 25/03/2017 - 17:02
Last edited 26/03/2017 - 01:29 by 2 other users

Hi Everyone,

Thought I'd post this to give people a general warning. To not let what has happen to me happen to them.

Before I start I mean no offence to anyone who has had a good experience with Kogan. Until 3 days ago I had no issues with my mobile, but this needs to be known, because I never would of purchased a mobile from them, if i knew this prior to purchase.

About 6 months ago I purchased for Samsung S7 Edge from Kogan for around $850 plus postage (BARGAIN so I thought) The phone came and it was all good i had no issues with the phone Kogan delivered the phone on time (lifes good right?)

UNTIL

3-days ago I cracked the screen on my phone (Oh Expletive) called Kogan (Because it was under warranty how ever wasn't expecting them to fix it because it is user damage but thought I'd try). Talked to Kogan support had to send some pictures in after a lot of waiting on hold and calling them back and getting calls back Kogan refused to fix the phone and would only fix it over $420 Plus postage (Unfortunate but I thought that was the case).

So I put up a post the other day asking my fellow Ozbarginers where to get it fixed on top of doing my own research and this is where my WARNING HEEDS: Most places quoted me well $400+ to fix a edge screen or simply said they didn't have the parts. SoO i called the Samsung shop set up an appointment for a quote to fix the screen for $280 (Not cheap but at least it will get fixed happy days)

My 12pm appointment today (25/3/17) lasted 3 mins when the guy basically said because it is a overseas model we cannot repair it (YES THE MANUFACTURER SAMSUNG CANNOT REPAIR THEIR OWN PRODUCT) - I was shocked i asked if anyone could and the reply was no. I asked if they could send it to Samsung overseas and they said they couldn't. Bitterly disappointed I went onto the Samsung Live chat asking what they could do (ie could I send it to them and they could fix it) after 30mins of BS they basically told me my phone model could only be fixed in Singapore (then tried to sell me another phone).

I have nothing against Kogan (or Samsung) the product they sold me was fine (until it did undergo user damage) but if knew it was pretty much impossible to fix any damage to the phone (that isn't covered by warranty) I would have never purchased such an expensive phone from them.

I though I'd post this not to bag out Kogan or Samsung but just to inform the community that if you are going to buy a "grey import" any non-covered damage is almost impossible to fix (besides being ripped off by Kogan $500 to fix a screen if you include postage) - If i knew that even Samsung Australia couldn't fix damage to my phone I wouldn't of purchased it and i think it is important for people to know because it was Kogan who recommended I go to the manufacturer to get the phone repaired so i don't even think they are aware of this issue but I'm over being given the run around I think it is only fair people be warned.

Bad luck for me i guess but that is life and a expensive lesson learned.

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Comments

  • foxmulder on 25/03/2017 - 17:15
    +30

    Go to independent screen repair agent they surely can fix the screen regardless where the device was from.

    You don't have right of warrant if the device was damaged yourself.

    • gruffogre on 29/03/2017 - 13:19
      +6

      Did you even read OPs post? He DID take it to an independent and they wanted $$$$$ to fix it. Also OP wasn't expecting it to be fixed under warranty by Samsung or Kogan. FFS if you aren't going to bother reading the post dont comment.

      "most places quoted me well $400+ to fix a edge screen or simply said they didn't have the parts. "

      Gruff

      • BargainCowboy on 29/03/2017 - 13:46
        +1

        Then what's the problem? That they expected to be paid for their services?

  • Ughhh on 25/03/2017 - 17:18
    +44

    Isn't this the reason why grey import is usually cheaper and is not worth buying unless it's significantly cheaper than local? This scenario isn't exclusive to Kogan, but to any non Aust stock phone.

    • Diji1 on 25/03/2017 - 18:57
      +1

      and is not worth buying unless it's significantly cheaper than local?

      For low value items like phones it makes no sense if you want to save money. Unless I suppose you break half the phones you get or something ridiculous.

      Ask yourself: would you pay $X for a warranty on a grey market device - where X is the amount saved by buying a grey import device vs. local.

    • That Guy on 27/03/2017 - 12:17

      exactly

    • goraygo on 27/03/2017 - 23:51
      +3

      I am going to rub this in.

      1. Grey import - I bought a grey import iPad Mini 4 from catchoftheday and the screen died by itself after 1 week. I had two options, take it back to COTD or Apple Store. I chose the later. Apple Store realised it was a grey import but owned the problem, ordered in a brand new mini 4 for me to pick up after 5 working days.

      2. Warranty - I got my wife an iPhone 6S from Aussie Apple Store. she dropped it after 6 months of ownership and cracked the screen. I took it to Apple Store and expected to pay $280 for the screen to be replaced. Apple Store replaced it for free telling me it's part of Apple Care for the first year. I didn't pay extra for the Apple Care, it was just the standard 1 year thing that came with the purchase.

      Samsung S7 Edge is about the same price as iPhone 6S, I would expect Samsung at least own the repair regardless where it's from. It's a Samsung product and it's the same parts.

      I just bought an S7, I hope I won't have this problem of the op.

      • ZloyKrys on 28/03/2017 - 10:35
        +3

        I had a different experience with Apple when it came to repair of two overseas-purchased Apple products. The WiFi-only iPad has never been a problem and Apple repairs it under warranty, albeit it is 1 year for overseas models and 2 years for Oz stock, and they even will repair it for a fee when out of warranty, no worries. The grey-import iPhone was a completely different story and despite it was technically under its first year of overseas warranty, Apple flat out refused to touch it even for a fee, forget about warranty repair. Just to avoid speculations regarding overseas radio modules, etc - the issue was with the power button and the overseas model number was exactly the same as Apple sells in Australia.

        I am with Samsung now but I doubt they will behave any better than Apple.

      • zrmx on 28/03/2017 - 15:16
        +1

        Is your iPad Mini 4 the wifi only version? or with Cellular?

        That pretty much has a large influence on what they may offer you in terms of service.

        Apple's NON-cellular (ie does not have a cellular modem) products almost always have international warranty or they will offer you repairs or services for a fee.

        However, the cellular communication component of the cellular modem containing products (regardless of companies), are regulated heavily by regional authorities and parts are limited to the approved regions. Hence often for repairs and service, consumers almost always have to get it serviced at the country/region of purchase.

        • goraygo on 30/03/2017 - 01:21

          My cousin has an iPhone 6 from Hong Kong and got serviced from local Apple Store for free as part of the Apple Care back then.

          I don't think the radio change that much of repair if your screen is broken. They just replace it for you on the spot.

          Moreover, they do stand behind their products as far as from my family experiences.

        • zrmx on 30/03/2017 - 12:09

          @goraygo:
          Without contacting Apple but just looking at the way AppleCare regions is currently categorised (http://www.apple.com/legal/sales-support/applecare/appgeos.h…), and the AppleCare Protection Plan terms and conditions, it is likely that Australia and Hong Kong (and Macau etc) are covered as the same region/plan.

          From memory Apple also 'updated' its policy back in 2015 to allow 'easier' transfer of AppleCare plan from and to different region as the user travels.

    • sane on 28/03/2017 - 10:23

      Well, the thing to bear in mind is a cracked screen is both the most likely thing to happen - and something that's not going to be covered under a warranty anyway. So it doesn't matter where you buy it, you are going to be bent over on a cost which is a large percentage of the cost of the phone.

      In a situation where the replacement screens are so overpriced, and you're a klutz, a good bet is phone insurance. Provided you can get it for <$100 and with minimal excess, you can get more out of your excess cost than buying local would be.

      Or just get a more reasonably priced phone and accept that if it dies, it dies.

  • Riczter on 25/03/2017 - 17:21
    +1

    Wow, thanks for the heads up, that's pretty rough… have you tried a few of those phone fix places you see in shopping centres? Surely some of them must have the parts at a reasonable price??

    • Trying2SaveABuck on 25/03/2017 - 20:55
      +2

      tried 10 stores no one has quoted me under 400 to fix it which im not willing to pay i'd rather buy a new phone with Australian parts

      • [Deactivated] on 26/03/2017 - 15:42

        They all come from the same factory the only difference is the modems for speific bands and thats its… maybe the s7 had the samsung built soc or the sd soc.

      • ozbjunkie on 26/03/2017 - 20:02

        As someone said below, buy the part and fix it yourself? Very possible with many phones, not sure about the difficulty of your exact model.

        • elusive on 27/03/2017 - 14:20
          +11

          Very difficult on an S7 Edge. Just from memory, you have to deal with:

          • Glue. Lots of glue.
          • The curved screen, especially the digitizer layer, cracks really easily. Also, glue.
          • I think you need to take off the back. Which is glued.
          • The battery is glued in. And needs to be removed to do this.
          • The front soft-buttons have a tricky cable connection that wraps around the screen. Glue is probably involved somehow.
          • Did I mention glue?

          Apparently even service-centre repaired phones often have a faulty water seal afterwards.

      • [Deactivated] on 27/03/2017 - 20:29
        -8

        im not willing to pay i'd rather buy a new phone with Australian parts

        Cool. I'll buy your broken crummy phone off you for $5 then. When can I pick it up?

  • try2bhelpful on 25/03/2017 - 17:43
    +2

    Gray imports are always a bit of a risk for support for repairs. Given the Australian distributers probably get extra money for phones sold in Australia I can see why they wouldn't want to repair stuff from overseas - particularly if they cannot guarantee the provenance of the phone's manufacture. I think they are well within their rights to tell you they won't repair a phone that did not come into the country through their standard distibuted paths and that you need to return the phone to the country of origin. There is a reason why Gray imports are cheaper.

    You do have a repair path for this phone, and it is over $400 to do this. Personally I would be having another go at Kogan, but it probably won't do any good. You might be lucky and find another third party that is cheaper; make sure they give you a decent length warranty on the repair. Also get yourself a decent cover that will protect the phone.

    A bit of Googling around the web would reveal that Gray imports are fine whilst they work, but present problems when they fail. You say you don't want to bag Samsung and Kogan but the way you expressed yourself above that is what you are doing. BTW - that Googling would also reveal just how fragile the edge phones are to damage.

    However, we do thank you for your posting as it is yet another reminder why you buy gray imports at your peril.

    • AddNinja on 27/03/2017 - 16:12
      +4

      "You say you don't want to bag Samsung and Kogan but the way you expressed yourself above that is what you are doing. BTW - that Googling would also reveal just how fragile the edge phones are to damage."

      I disagree. dpgrubesic Was gentle with them - not even suggesting that they should have known better that Samsung won't touch the phones. He just told his story.

      • try2bhelpful on 27/03/2017 - 21:51
        -3

        Sorry, but he was shouting about the fact Samsung wouldn't repair a grey import for something that wasn't even covered by a warranty. Not sure what you would call it if it isn't bagging them.

        • goraygo on 28/03/2017 - 00:03
          +2

          Samsung rather to have a service department there not repairing their product.

          What about a tourist in Australia broke the phone and want it repair? There is no such option for Samsung users? That's not very nice.

          Apple Store wouldn't have this problem, they will gladly take your money to repair any iPhones from anywhere as long as you pay.

        • try2bhelpful on 28/03/2017 - 08:50
          -1

          @goraygo: I doubt any tourist in Australia would be around long enough to wait for a phone to be repaired; they, generally, don't do these things on the spot. The tourist can get a third party repairer, like anyone else can. This was a repair outside of warranty. I agree, Apple wouldn't have this problem, but that is because Apple has decided it will do this - it is not obligated to. If the OP had googled the issue of Grey imports then this issue would've been abundantly clear as would the issue with the fragility of the S7 edge screen. My Apple phone is swathed in a full cover case and a screen protector. My screens don't even get a scratch, let along broken. This experience is a lesson we should all heed on doing the research before buying the product, particularly an expensive product. However, I do think that Kogan should be more upfront in its descriptions on what would happen if the device fails outside warranty in relation to getting things repaired. The OP still had the option of repair, it was just not as cheap as if he had paid the extra to get an Australian Distributer phone. What he gained in getting the Grey import, he is now losing to get the repairs done. The piper needs to be paid.

        • ZloyKrys on 28/03/2017 - 10:38
          +1

          @goraygo:

          Not true about Apple. I still have an iPhone in my drawer which I bought in Hong Kong with broken power button which Apple flat out refused to repair even for a fee. I've been to both nearest shops to me - Chadstone and Southland and was told by both to get it repaired where I bought it. They would not touch overseas stock.

        • Hahnski on 30/03/2017 - 00:08

          @goraygo: I agree with you on the tourist point. If I am roaming overseas for work (where I might be overseas for a few weeks) and my Australian purchased phone gets damaged, I would want it fixed as soon as possible. Whether the damage is manufacturer fault or user fault, I have a feeling that Samsung's warranty policy will deny the repair.

          On another point, I have read (on whirlpool http://forums.whirlpool.net.au/archive/2513742) that buying phones using a specific AMEX card gives you some form of screen damage warranty where you only pay 10% of the repair cost. You need to purchase the phone using the AMEX Essential Credit Card (https://m.americanexpress.com/au/content/essential-credit-ca…). Have a read of the Whirlpool post for more information. I'm thinking that this might be a good option for future electronic purchases :-)

          As for the screen repair of the ops phone, Kogan are most likely going to send it to Singapore once they receive it, hence the high cost. You could try asking Kogan to put you in direct contact with the service centre in Singapore or try contacting Samsung Singapore to organise a repair (maybe tell Samsung Singapore that you recently migrated back to Australia). Then do the calculations for postage there and back… you will most likely find that even if you deal direct with Singapore it will cost around $500.

          Who knows, Samsung Singapore might make a special request and organise to have your phone repaired in Australia - wishful thinking, but you never know.

  • LaScrooge on 25/03/2017 - 17:49
    +2

    I sold my S7 when I had a small crack appear in the back case, and dealt with the exact same issue you mentioned above. Third party places would repair it, but Samsung wouldn't touch it which was ridiculous.

    It made my jump back to Apple and purchasing local stock so much easier, as there simply isn't the hassle from Apple as a company whether it be local or grey import, or third party repairer.

    Samsung are acting unconscionably in my opinion.

    • ZloyKrys on 27/03/2017 - 10:40
      +2

      I had a completely different experience with Apple with an iPhone which I purchased in Hong Kong. They flat out refused to repair it because it was overseas stock. Same with Samsung.

      • goraygo on 28/03/2017 - 00:08
        -3

        I question how true your experience is.

        I have many Apple products bought either here or anywhere in the world where I go.

        I have experience where I got iPad replaced, iPad cover purchased in HK and broke within 2 weeks and they are willing to swap it here in Australia.

        Also had a problem with Apple Pencil bought in HK and replaced here for free.

        Apple stand by their products, and they do come with "Worldwide" warranty. Meaning doesn't matter where you bought them, as long as they are within warranty, you get free replacement.

        However, it is better to buy in Oz because you get more than 1 year warranty by arguing the expected life of the product with the amount you paid.

        • ZloyKrys on 28/03/2017 - 10:46

          I don't know why I need to prove anything to a random person in this chat, however, neither of your scenarios describe an Apple product with cellular radio modules. If you dig into Apple warranties you will find that Worldwide warranty only applies to things like Macbooks or WiFi-only iPads or other items that don't have cellular modules. My experience - two warranty repairs of Macbooks in US, one in the Middle East, WiFi iPad repair under warranty in Europe and another iPad repair in Australia, out of warranty for a fee. This is in the past 10 years or so. I travel a lot for work so it's important for me to have a worldwide warranty for my stuff.

          However, there is no such a thing as worldwide warranty for iPhone. Apple twice flat out refused to repair my 'overseas' stock phones - 6S in Australia and 4S in Dubai, both were mechanical issues with buttons, nothing to do with radios.

      • sovereign01 on 28/03/2017 - 11:36
        +1

        Apple's warranty is international and they'll repair/replace a device no matter where it was bought. (I've had Aussie devices repaired/replaced overseas)

        I figure you might have been caught with a cellular device with a radio band they don't carry stock for in the location you tried.

        • ZloyKrys on 28/03/2017 - 11:38
          +1

          Not on iPhones or other products with cellular radio modules. Try to repair or replace other region model of iPhone in Australia - you'll quickly get turned around. This happened to me twice.

        • ZloyKrys on 28/03/2017 - 11:45

          I have multiple Apple devices however it's only iPhone that has a problem with Apple and repairs outside of its original place of purchase. I call it BS when Apple tells me they can't repair a mechanical button in an overseas model iPhone. It's irrelevant, but there are "rules" which Apple applies to their products.

          I had to use their worldwide warranty with other items - iPads and Macs and it's been great. iPhone's warranty just sucks so I replaced it with a better phone, albeit same crappy warranty.

    • wukachuka on 27/03/2017 - 17:08
      -1

      They sold a distributor local rights to sell/service their products, and he paid a lot more to them than you did for a grey market phone…
      The response makes sense once you understand.

    • cloudy on 28/03/2017 - 08:47

      I've had bad experiences with apple with local stock. After giving it to my father in law, who fixed a screen with 3rd party, when he returned it back to me, I tried to ask apple for assistance with it. They replied, because a 3rd party has touched it they no longer want to deal with the phone :$

  • spackbace on 25/03/2017 - 18:00
    +8

    So… Your news flash is that the phone was a grey-import he certainly you couldn't get local service?

    I thought that was known information by now,hence every post stating "grey-import"

  • resubaehtgnolhcs on 25/03/2017 - 18:03
    +3

    but if knew it was pretty much impossible to fix any damage to the phone (that isnt covered by warranty) I would have never purchased such an expensive phone from them.

    Not impossible to fix! As you said yourself, there are people/places willing to do it for $400+. I guess your frustration stems from the fact that if your phone was not a grey import you could have saved yourself around $120 ….

    • AddNinja on 27/03/2017 - 16:13
      +2

      The "pretty much" bit is important.

    • ozfool on 28/03/2017 - 14:31
      +2

      ~200+ for replacement parts I'm guessing, several hours of a clever bloke's time to deal with a complicated repair. I wouldn't charge less than 400 either

  • holdenmg on 25/03/2017 - 18:10
    +10

    loved the part where they tried to sell you another phone…

    • BertieBrown on 26/03/2017 - 17:39
      +1

      That's smart business really. You need a new phone?! How about a Samsung?

    • Axelstrife on 25/03/2017 - 19:30
      +4

      Idk what you read but i read he was willing to pay the price the get it fixed but samsung themselves still refused to fix

    • Trying2SaveABuck on 25/03/2017 - 21:00
      +3

      At the time i didnt know that there was a difference Kogan is a Australian company it trades on the australian stock exchange.

      I will buy local next time but i thought i'd post this for people who were not in the loop like myself

      • try2bhelpful on 25/03/2017 - 23:52
        +3

        The post is appreciated. I think using Google might save you a bit of heartache in the future. Having looked at the Kogan site they do say these are International Imports and discuss the virtues, but not the negatives, of the Gray product. It might be worth having another go at them around why they don't highlight that Samsung does not treat this like a local phone and this does not appear to be highlighted on their website.

  • Adz81 on 25/03/2017 - 19:11
    +10

    If only there were a website, with a forum type thing, that actually warned people of the risks associated with grey import products…

  • Qwolity on 25/03/2017 - 19:55
    +1

    I had a really bad experience with Samsung warranty repairs through Vodafone (went without the phone or any updates on the repair for months), ever since I stuck to iPhones for ease of repair and international warranty. In this case I don't really understand why they wont do a paid repair on a phone, even if it is a grey import model.

    • wukachuka on 27/03/2017 - 17:11
      -2

      Because Samsung sell distribution and repair rights?
      I thought this stuff was common sense….

      • Qwolity on 28/03/2017 - 02:35

        Surely they could just incorporate that into the price instead of a flat refusal.

    • RobotWizard on 30/03/2017 - 01:06

      Say Waaaaatttttt ? I had completely opposite experience, my charging port on phone broke, went to Vodafone and guy said quote "I don't think Samsung will fix it because this is damaged caused by you but we'll send it anyways" after a week got a call saying they have to wait for parts but they can give me another phone if I agreed. I previously had S6 Edge plus and they offered me S7 edge. I said Wallah why not habibi. and that's my story.

  • Trying2SaveABuck on 25/03/2017 - 21:02
    +3

    This was my 1st time with a Samsung i used to have an Iphone 5 and wasnt super impressed with the iphone 7 so i thought i'd give the edge a try.

    And in all honesty i think the Samsung is a better phone once you get used to it, it does so much more then the Iphone but i never had issues with Iphone warranty/paid repairs

    • scrimshaw on 25/03/2017 - 21:56
      +2

      Genuine phone parts (especially the AMOLED display) for Samsung flagship devices are crazy expensive, because Samsung themselves manufacture it and they can set the price for an absurd amount. Captive market. It's how they make profits.'

      Although, a genuine reason is that Samsung's amoled displays are also expensive to make. The curved S6 Edge display for example is around $200 US dollars, so you would expect to pay $300 US dollars to repair it when they have to charge you labor costs. It's pricey because of the curved edge…

      As such when it comes to repairing the phone outside of warranty period it costs an arm and a leg.

      Same thing applies to iPhone — if you break it once and you have Applecare, they give you a one-time-only special service, and they might fix or replace for free. But if you do it again or your phone is old, you'll have to pay roughly $228 dollars to fix it.

      • PVA on 26/03/2017 - 15:34

        But the op is saying Samsung Aust won't repair it, even for a cost.

        • goraygo on 28/03/2017 - 00:12

          Exactly. It's ridiculous. Samsung would fix a local phone for $280 but refused to fix even he's willing to pay.

    • Kangal on 26/03/2017 - 17:45
      -1

      You never told us how much Samsung wanted to charge you to get the phone fixed in Singapore.

  • Sage on 25/03/2017 - 21:42

    That's good to know.
    I still think it's worth the risk. Though pretty much every grey import bargain that is posted will have comments against it for this reason.

    I'm going to get the S8, we'll see whether the grey imports have a worthwhile discount or not.

  • triviums on 25/03/2017 - 23:35
    +6

    This is what I did for my grey imported phone from the United States. I told them I was a united states resident holidaying in Australia and asked if I could send it directly to them from Australia. They agreed. After fixing the phone for me they then sent it to a parcel forwarding address I had given them. Since shipping is so expensive, I was out of a phone for a few months (I had sent the phone through economy air). Nevertheless, I saved about $200 from doing this.

    • Doggiie on 27/03/2017 - 07:44

      Just curious how much did it cost to buy from the US? From my knowledge tech from the US is about on parity with Aus if not a tad more expensive.

      Nevertheless that was very cunning of you. Good show!

  • Gunther on 26/03/2017 - 01:22

    Just take it to one of the Asian repair booths in the middle of most major shopping centres - job done.

    • PVA on 26/03/2017 - 15:32
      +1

      But they charge more than $400 the op is saying.

  • here2rock on 26/03/2017 - 07:33
    +1

    Thank you for the warning, did not know that Samsung won't fix it even at your own cost because it is an overseas model, shame on you Samsung.

  • urahara on 26/03/2017 - 09:48
    +1

    But screen from aliexpress or eBay.. Get it fixed from anywhere

  • munecito on 26/03/2017 - 10:31
    +6

    If you bought using an American express card your may be able to use their accidental damage insurance.

    Maybe you can even check if you could claim on your home and contents of you have the portable valuables clause.

    I bought an LG phone through Kogan and i broke the screen the and the LG archive centre in Australia replaced the screen for a fee. Samsung is just playing the hard game because they can.

  • Geoff-bargain on 26/03/2017 - 11:42

    I had an S4 a number of years ago - I had it about 3 months when I gently lent against a table with it in my pocket and the screen broke - I looked online and it was common that this sort of thing happened. Since then I've never bought another samsung as they just are not durable enough. Ive since had quite a few phones and never had the issue again. I'm currently using a asus zenfone 3 deluxe which is awesome. I bought it from amazon - so I will have to send back to the US if anything goes wrong but I had the zenfone 2 for 2 years and it worked really well until the 2 year mark when the battery and the usb port started to die.

    • Cheap Rich Guy on 26/03/2017 - 15:25

      I just had the screen on one of my old phones replaced - a Samsung GS4, at one of the shopping centre booths. Cost was $180. Not sure if that's the going rate for an S4 but I wouldn't want to pay more for a phone that's 2 or 3 years old as a new S4 ( if they're even still sold) wouldn't be more than $300.

    • spackbace on 26/03/2017 - 16:12

      Had an S1, S3 and S5, and never got a cracked screen…

      • mintysaurus on 27/03/2017 - 19:17

        I've dropped my iphone accidentally onto concrete, pavement, tiles without a protective case. Never had a cracked screen. Do I think that they're impervious to cracks because of that? No. I consider myself super lucky. I've seen other phones get cracked from a small drop.

        • 4foxache on 30/03/2017 - 14:16

          Just by chance are you really short? That would explain why you've never had a cracked screen… not very far to fall ;)

  • Cheap Rich Guy on 26/03/2017 - 15:38

    Quite a few of us here have also had to deal with grey import warranty issues after buying LG G4 phones from QD. QD do seem to honour the 2 year warranty though if you post it to somewhere in Sydney.

    • nickj on 27/03/2017 - 14:23

      How did you get QD to honour the 2 year warranty? Asking as I've got an LG G4, bought from them, that has bootlooped, 15 months after I bought it. I assumed that it was now a useless paperweight, but if there's a particular approach I should try for the 2 years of warranty, then I'm very keen to try it. Any links/details/info/etc most appreciated, or your can PM me if you'd prefer.

      • Cheap Rich Guy on 01/04/2017 - 23:06

        They just gave me an address to send it to. I haven't got it back yet though. Have you ever contacted them about a fix?

  • realfancyman on 26/03/2017 - 16:42
    +6

    That's strange. I have a S7E and also cracked the screen on it. It was a grey import from unique mobiles. I got it repaired by Digimob which are Samsung authorised. They repaired it for $300 (covered by home insurance with $100 excess).

  • [Deactivated] on 26/03/2017 - 17:49
    +1

    Use the money to buy a Xiaomi instead of fixing the screen.

    • lookalive on 28/03/2017 - 12:11
      +1

      That's true, my wife's s5 has recently loss screen output, which is common with the s5. She asked a local shop to repair it, they asked $250, I told her, for that price, I can buy you a new xiaomi note 3 pro.

  • msmhw on 26/03/2017 - 17:56
    +2

    I thought this well known risk for grey stock, it happened to me with galaxy note 2, no one here was able to fix it even Samsung.

    Your best solution is to buy the screen from cheap online store and do it yourself. MAKE SURE ITS THE SAME MODEL so it fits your phone. (This what I did with my note 2 anyway)

  • lainey13 on 26/03/2017 - 18:10
    +1

    Not on Amex with their screen repair inclusion?

  • JimmyF on 26/03/2017 - 19:15

    TL;DR Guy buys overseas 'grey import' model, shocked to find it isn't covered in Australia by OEM. In other breaking news, water is wet.

    Its why these phones are CHEAP. You can send them back to Singapore and they'll ship them back to Australia once repaired. I've done this before, once to the UK for HTC and once to Singapore for Sony.

    Its the 'risk' you take.

  • sillyguy on 26/03/2017 - 19:59
    +2

    No offense to anyone that buys grey stock but a 10% or 15% saving over Aus stock is just not worth the risk and headache in the future.

    I used to hunt bargains on Ebay, Gumtree and spent hours on them but one day realised I'd better spend my time on improving my skills to earn more cash so that I can just buy Aus stock on June or December. This way I have more money, still can buy stuff on discount, support local businesses, have better customer service and dont have to worry about warranty.

  • [Deactivated] on 26/03/2017 - 20:05
    1. No warranty due to you breaking it
    2. Take it to a third party repairer, quotes over 400 I can relate to as its a real hard job to replace the screen as you need to get the Screen + Digitizer in one
    3. Grey imports are a higher risk for reoairs and warranty
    4. Unfortunately its not worth the repair cost

    Home insurance is the best bet in future for repairs as they'll pay out for repairs with your 100-200 excess
    much better safety net

    I feel your pain 6 weeks to repair my GS7Edge with a grey importer, pink screen of death and then it died completely
    sold it and went to Xiaomi Mi-Max for 250 shipped, been the best phone EVER

  • [Deactivated] on 26/03/2017 - 20:06
    +3

    Honestly this is why you buy an iphone. All decent phones are much of a muchness, but when I break my iphone, I take it into Apple, and 5 minutes later I walk out with a brand new phone with all my pics, contacts etc already installed on it. Usually at a very reasonable cost (or sometimes free).

    • [Deactivated] on 26/03/2017 - 20:08
      +3

      I can relate to Apple, they tend to bend over backwards for the customer for repairs / warranty
      most times it has been free, being polite usually works best

      • scrimshaw on 27/03/2017 - 15:06
        -5

        They will only treat you nicely the first time you bring that particular device in. They track the services they have given you via your Apple ID. Once you have exceeded the first time exception, the second time you bring the same device in they will start charging for repairs just like everyone else.

        The first time exception is a smart move by Apple to help generate a positive image… People talk about how Apple always gives great service right after they had to deal with a faulty product issue. The staff member is trained to be all smiles and gladly offers a "free repair on the house, just for you". It's the element of surprise and delight that Apple takes pride in.

        However, That is something Apple has already charged you with their premium pricing of their products, so is not as if Apple is giving away stuff at an expense.

        • [Deactivated] on 27/03/2017 - 22:05

          I wouldn't call a 1000 dollar logic board repair
          Something factored into a cost of an Apple product

          Sure they're not innovative or anything special today but i am happy to pay a premium for on the spot self service

          I've had great success for many products with apple, so not sure how you see them offering one on the house repair as I've had about 20+ in the last 10 years with my one apple id

    • [Deactivated] on 26/03/2017 - 21:17
      -1

      Oh look, the Android fan boys down vote me, just because I mentioned an iPhone. Just stating facts, don't get too butt hurt.

      • Krizy on 27/03/2017 - 05:29
        +1

        Pretty much.

    • dono2 on 27/03/2017 - 08:23
      -5

      yep great reason to buy a locked down, over priced, under-performing, lesser speced phone.

      great tip there, sure you will in the sheep line for the next thing apple release…………..

      • [Deactivated] on 27/03/2017 - 11:23
        +3

        Some people just don't get it. They are the type of people who buy a Hyundai Genesis over a Mercedes Benz.

      • AddNinja on 27/03/2017 - 16:21

        Dono2011 is gonna say "shepple" !!!! I love it when people say "shepple"!!!!
        ….
        ….
        Awwwww :(

      • goraygo on 28/03/2017 - 00:21
        +1

        I have iPhone 7+ and GS7 and use both all the time.

        My personal preference still with iPhone.

        S7 and IPhone 7 16Gb aren't that much different in price when new. I would call both are expensive.

        But Samsung service is just not as good as Apple. This post proves Apple has more superior customer services which is true.

        I hope my GS7 won't die on me because I did sell my iPhone 5S for it.

    • greatlamp on 27/03/2017 - 11:12

      True, Samsung goes to the trouble of opening branded stores, but still provides minimal service.

      It's why I recommend apple phones to non tech savvy people

    • Marty131 on 28/03/2017 - 11:53

      Isn't there an exception for iPhones purchased overseas? I recall reading that somewhere… i.e. Apple will not honor warranty for an iPhone purchased overseas (e.g. Kogan grey import).

  • [Deactivated] on 26/03/2017 - 20:54
    +4

    Get a good case, look after your shit, 17 years of owning phones and I've dropped it once, the former protected it.

  • t_c on 26/03/2017 - 20:55

    Seems like samsung might be subsidising the cost of repair for their Australian customers.

  • Trying2SaveABuck on 26/03/2017 - 21:21
    +9

    So the story has a happy (ish) ending after being quote 400, 420 one place wanted 520 i was all but ready to give up and just get a new phone once my contact was out.

    UNTIL

    i went to the Laverton Market (dodgiest place in Victoria) and thought i'd try the Asian phone repairers there managed to get the screen fixed for $260 - in which 1 hour after getting it back the phone started to randomly turn itself off and on and i was like oh f*** it's gone for good. However before i took it back and prepared to rage at the guy who fixed my screen (but killed my phone) i restarted it to factory settings then restored it from my PC and since then it has been good :)

    Still looking back now i never would of purchased a grey import is i new the MANUFACTURER couldn't repair it. Grey import or not Samsung should be able to repair anything with it's Logo on it.

    thanks for all your comments and i hope it makes you think twice about grey imports because i know i'd never get one again (at least regarding mobiles)

    Also purchased a Otterbox case to keep it safe from here on in

    • McFly on 26/03/2017 - 23:58
      -2

      Grey import or not Samsung should be able to repair anything with it's Logo on it.

      Why?
      I think they should be able to help with your specific case, but
      a) they are under no obligation to do so, and
      b) they will not have the parts/knowledge for every device they make anywhere in the world.

      • Blitzfx on 27/03/2017 - 01:49

        They should have the knowledge. I'm 99% certain it's just a manual / instruction set they have at their repair centers, which is where they would send it to. The firmware version might be different but on the inside, it's all very much the same including assembly procedure and parts (excluding the different variations of the same model). On a side note, I think sometimes they just send you a refurb so you have weigh up whether you want to deal with slightly damaged brand new device or a fixed refurb.

        Depending how bad the damage is, you can definitely argue that they have an obligation to do so under Australian consumer law, arguing if it's slightly scratched and it has completely disabled the device, and you would reasonably expect the device to continue working under normal wear and tear. But that's just an extreme case and I haven't read anywhere that this has affected OP.

        • McFly on 27/03/2017 - 08:03

          If the ACL applied in this case this thread would not exist…

        • msmhw on 27/03/2017 - 08:17

          on the inside, it's all very much the same including

          This is not true, there are some differences with the connectors ..etc. I don't know why the manufacture different model but if you look into replacement parts on the internet you will see each model slightly different than the other.

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