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

        • Blitzfx on 27/03/2017 - 08:48

          @msmhw:

          (excluding the different variations of the same model).

        • Blitzfx on 27/03/2017 - 09:00

          @McFly:
          Well, plenty threads here exist even when the ACL applied.

        • dizzle on 29/03/2017 - 02:22

          I can totally understand them not wanting to repair Grey market goods (even outside of warranty for a fee).

          Any form of repair would mean there is now an implied warranty, and should you have an issue in the future it could be argued that the new fault was related to the repair (even if it really wasn't). Then Samsung Australia would have to deal with further repairs or fights to not repair the product which was not sold by them in the first place.

          Saying that your argument for ACL does not apply as soon as the product is purchased outside of Australia (and ACL allows that support must be provided for paid repairs outside of warranty for a reasonable amount of time as well as warranty repairs). And like it or not Kogan's offer for $400 repairs covers that.

        • Blitzfx on 29/03/2017 - 09:02

          @dizzle:
          Well the Kogans selling phones have an ABN, so I'm not sure that even counts?

        • dizzle on 29/03/2017 - 16:07

          @Blitzfx: It means that Kogan need to provide support which they have fulfilled their obligation with the option for a $400+ repair. Just because it is an australian company doesn't mean that Samsung Australia need to provide support.

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

          @dizzle:
          I didn't say that. Only you did.

          You're also completely missing the point on what I'm saying.

          a) they are under no obligation to do so, and

          You can argue with him, not me. I'm talking about the hypothetical: should, I think you're interpreting it as must.

          But in any case, it would be financially irresponsible for Samsung to support phones sold by unauthorised 3rd party re-sellers like Kogan. There's no doubt about that.

      • Trying2SaveABuck on 27/03/2017 - 20:44
        +2

        McFly

        The answer to your question is because Samsung Markets the phone as a Galaxy S7 Edge as does Kogan they dont said Galaxy s7 Edge Australian edition or USA edition etc if you call it a spade it is a spade if it isnt a spade call it something else?

        And weather or not it is a grey import Samsung still allows 'grey imports' because it still makes them money so they should take responsibility for there products?

        Shouldnt they?

        • McFly on 28/03/2017 - 00:54

          The name is irrelevant.

          As I said: 'I think they should be able to help with your specific case, but…'

        • Trying2SaveABuck on 28/03/2017 - 12:59

          @McFly: The name has everything to do with it, it is misleading the consumer thus break of fair trade laws

        • McFly on 28/03/2017 - 16:01

          thus break of fair trade laws

          Even if that's correct, that would be Australian fair trade laws…

  • [Deactivated] on 26/03/2017 - 21:35
    +2

    In most cases, grey imports will not receive any form of support from the manufacturer (except from country of origin because it is not a grey import there).

    Manufacturers and distributors have an agreement with retailers, and one of the key constituent of these agreements is that they discourage retailers from sourcing regional stock and distributors from selling outside their territory.

    Grey imports are treated like a pariah - you are almost treated with disgust.

  • scynaz on 26/03/2017 - 22:07

    I'm surprised you're suprised. Modern phones have laminated screens attached to circuit boards, you can't replace one without the other. These boards are different on country specific models ( I guess they incorporate the 3G/4G radios?).

    I've had the same issue with trying to get Australian phones repaired abroad from authorized franchisee repairers who would get money from Samsung for each phone repaired. They still won't repair it because they simply don't stock the correct replacement part. They were rather polite and apologetic and patiently explained the problem to me.

    • McFly on 26/03/2017 - 23:53
      -2

      Modern phones have laminated screens attached to circuit boards

      No they don't (well Apple might, they 'think different.') You're probably getting confused about the digitiser being attached to the LCD.

    • wyrmy on 29/03/2017 - 14:36

      Which phones have screens merged with the main circuit board? Pretty bold move from a manufacturer since they are the ones who will face higher costs trying to repair phones under warranty.

  • dji1111111 on 26/03/2017 - 23:47
    +3

    20 years of using phones in my entire life, I've never broken the screen of any of my phones. How do people do this? Also, everyone who breaks their screen seems to imply that the phone is not durable. A real mystery to me.
    I've dropped my phones also with and without a case.

    • WaveZero on 28/03/2017 - 03:17

      Careful! You may jinx yourself!

      But yeah, I'm in the same boat as you… Still to this day, never broke any of my phones. I even used my Zenfone 2 Deluxe for a year without a case, dropped it so many times and never broke the display. Sadly, the display started to have some defects with yellow tinting on the side, so it kinda broke itself…

      • try2bhelpful on 28/03/2017 - 08:54

        It is beyond me why people don't protect their phones properly. Accidents happen, which is why you get a good case and a screen protector. On a side note, they are not putting flashing lights in the footpath near intersections to indicate to people looking at their phones as they approach that the light has changed - words fail me.

        • McFly on 28/03/2017 - 09:22

          they are not

          The funniest bit is I heard a guy involved in this talking on the radio saying that it's to remind people to stop looking at their phones and to be aware at crossings!

        • try2bhelpful on 28/03/2017 - 09:52

          @McFly: arghhh. Am I the only one that has trouble with "not" and "now"?

          Funny isn't it, you would think that the thought of being hit by a car would be enough to stop people being glued to their phone screens when crossing a street. It is tempting to let "Darwin" sort out the herd.

        • McFly on 28/03/2017 - 10:22
          +1

          Am I the only one that has trouble with "not" and "now"?

          Probably now.

          It is tempting to let "Darwin" sort out the herd.

          When I see a pedestrian walking in front of a car I tell the kids 'in the old days the horse and cart would just go straight over them!'

        • try2bhelpful on 28/03/2017 - 10:25

          @McFly: The horse would have more sense. My dad used to be a part time milkman. He absolutely hated it when they brought in the milk trucks after the horse and cart. The horse would just trot down the street so he could run from house to house delivering the milk - with the van he had to keep getting in and out to drive it up the street. I went out on the horse cart a couple of times, it was really soothing but the horse farts were fairly extreme.

        • McFly on 28/03/2017 - 11:05

          @try2bhelpful: Lactose intolerant horse?

        • try2bhelpful on 28/03/2017 - 11:30

          @McFly: like the comment.

        • Hahnski on 30/03/2017 - 00:41
          +1

          @McFly: I hate those pedestrians that run to the crossing, then slow down and casually walk across the crossing because they have to tweet that they are crossing the street!

          I'm exaggerating about the tweeting.

  • Oofy Doofy on 27/03/2017 - 00:37

    Dropped my phone with a super thick and sturdy case on it recently. The screen cracked of course, edge to edge screens will be prone to that. Of course screen damage is common on many devices.

    Anyway, time to hunt for a new phone.

  • Serapis on 27/03/2017 - 00:38
    -2

    This is normal for Apple and HTC as well so it's not just Samsung… oh well lesson learnt, only buy things with Australia / ANZ warranty

    • goraygo on 28/03/2017 - 00:27
      +2

      This is not true for Apple. I don't know about HTC.

      Apple has worldwide warranty. Grey import or not, you get the support, paid or free depends on who's faults.

      I know because I've been there and done that. Apple looked after me even with grey imports.

    • TtiGeR on 29/03/2017 - 08:46

      Apple happily replaced my cousin's grey import with local stock one month after warranty. They even apologised for having to replace with local stock (as the functionality is slightly different).

  • vietken89 on 27/03/2017 - 06:02

    Sunday market it is for you if noone wants to fix it

  • PAOK11 on 27/03/2017 - 08:38

    I was fairly lucky with my s6e dropped it a few times with the otter case. Life was good, didnt break it. Then I was on holiday at maloolaba qld and was mucking around on the rocks their when boom tripped over phone was in my pocket and smacked on the rocks & now I have a discreet but noticeable enough crack on my phone & even a bit of the screen missing

    • try2bhelpful on 28/03/2017 - 09:57

      Well that sucks; however, it does sound like a bit of an extreme incident.

  • jnathanc on 27/03/2017 - 09:15

    When you buy a Samsung mobile phone or tablet device. Please ensure that it is an Australian model, to confirm this, there should be a triangle symbol with a tick in the middle by looking at the following locations:

    On our older mobiles this will be on the sticker once you remove the battery, where as on or new mobiles you will find this printed on the back glass.

    This certifies that you are able to repair your device with Australia.

  • [Deactivated] on 27/03/2017 - 10:41

    Unfortunate to drop the phone but that is the reality with grey imports.
    Not inclusive to Samsung, i would say most smartphone makers would not accept repairing international models
    However for future reference, always buy a tempered glass screen protector and a really good case.

    In the situation where you do drop it again, these products will definitely help or at the minimum, absorb majority of the impact.

  • greatlamp on 27/03/2017 - 11:06
    +1

    How hard would it be to replace the firmware with the AUS stock firmware, then take it to samsung?

    I assume it is a dual sim, but they won't realise that until they open it, and hopefully the repairer isn't going to care about this policy as much as the retail staff in the shop does.

    • diondai1 on 27/03/2017 - 13:06

      I think they can tell right away from looking at the serial number

    • JimmyF on 27/03/2017 - 19:17

      done on serial number, not firmware

  • newbie12345 on 27/03/2017 - 20:49

    Hi OP

    I have a similar story but on the positive lucky side, but glad u raising awareness to everyone.

    I bought a LG G4 from an Aussie seller , and it bootlooped. They just flicked me the LG Australian service centre phone number (didn't want to know), booked an appointment with service centrre during the week and fixed in an hour, painful bit was not having a working phone on the weekend and wasting half a day travelling to Auburn service centre but better than overseas postage. I was very lucky cause I only bought the aussie model because I was on Optus and overseas version had missing band.

    However, on the forums with LG G4 bootloop issue from grey import, there was alot of horror stories about posting it to Hong Kong and waiting months for it to be fixed. So yes, please be wary of buying grey import phones. Its a $100 or $150 saving sometimes vs losing a "reasonable way of getting warranty fix".

  • Plug on 27/03/2017 - 22:07

    Is it so expensive because it's an Edge or do other phones also have the same cost issue?

  • jerjergege on 28/03/2017 - 07:43

    I love my Sony, but have nasty repair prices too, the waterproofing cost is high and in Australia they use a shitty repairer fonebiz.

  • drakarn_123 on 28/03/2017 - 08:26
    -1

    Gay import. Amirite?

    • McFly on 28/03/2017 - 09:23

      No.

  • jace88 on 28/03/2017 - 09:59

    Just wanted to say I have the same issue here with an S7 Edge which I bought when I lived in Singapore (dual sim model). Basically since it's "different" to anything local, when my screen cracked, they couldn't repair it even if I paid. I ended up having to get a friend to bring it back to Singapore to get it fixed. Local third party shops quoted me $500 to fix it and there was no guarantee of the waterproof rating either.

  • whirlpool_guy on 28/03/2017 - 11:07

    Samsung should start selling SamsungCare with int'l warranty - People are willing to pay

  • RocketSwitch on 28/03/2017 - 11:57

    Gee, if that's the case, I would recommend a heavy duty case (that's shock absorbent) with a glass screen protector to be sure, to be sure.

  • Justinism on 28/03/2017 - 12:27
    +3

    Actually OP, you just got hit by Samsung Australia's recent (Jan 2017) policy change.

    I was in the same situation as you, Grey import Duos model, broke phone screen, needed repair. Went direct to Samsung Australia because i know it was the cheapest option, and their workmanship for this is guaranteed, i.e. if the Water proof seal failed, they would replace the phone, whereas the third party repairers would not.

    In 2016, they would repair the screen and because of PCB differences, the DUOS model would lose reception completely, becoming a wifi only device. Of course, this was not detected until the customer would get back the phone and put their sim card in. They would then chalk it up to a failed repair process and honour their product guarantee with a direct switch to a Aussie model S7.

    I guess many people got their phone switched from the Duos to Aussie model because in 2017, they realised that the model parts were not compatible and ceased this practice by not accepting DUOS repairs at all.

    It is a pity, but i personally would still buy grey imports phones as they dont last long anyway, compared to other devices. And my Credit card gives me insurance for my purchases anyway. so i just claimed it as a write-off

  • lplau on 28/03/2017 - 14:32
    +1

    Get a good case and usually you won't damage your screen.
    I've literally dropped by samsung s6 onto concrete from 1.5m height several times and one time accidentally thrown it a few meters and no cracks or dents.
    I'm using the Spigen S6 Neo Hybrid Bumper (yes it only is a bumper but it works miracles!)

    Also double protect the screen using tempered glass protector it provides a layer for the glass to absorb some of the G's and shatter that first before shattering the actual screen glass. I've had friends who dropped their phones and only shattered the tempered glass protector.

    Also by buying grey stock at such a discounted price sometimes 50% cheaper than in Australia, you should be understanding the risks in regards to repairs. My method of determining the risk vs discounts is:
    1. Don't expect it to be repaired
    2. Cheaper than 30%+ then yes for Grey Stock
    3. Cheaper than 50% Then mega Yes, because you can buy 2 and put away 1 for backup if you are really that sure that you will break one.

  • 0lllllll0 on 28/03/2017 - 15:08
    +1

    I had a similar issue, it has nothing to do with the reseller.
    I bought a grey import Note 5, lost the pen, went to Samsung at Melbourne Central, and they wouldn't even sell me a new s-pen (they need to be ordered in).

    Ended up buying one off ebay.

    It's Samsung's fault. Not Kogan.

    • Kochigachi on 29/03/2017 - 11:20

      Funny, I brought new s pen without providing evidence that I have Note 5.

  • KingJuf on 28/03/2017 - 15:20

    Samsung don't have international warranty as far as I am aware, my mum decided it would be a good idea to by a Note 5 from Abu Dhabi.

    Working fine for two months till screen faulted and although it was covered Samsung Australia would not do a thing so she had to ship it back to the UAE herself and have her friend take it in over there..

    • Kochigachi on 29/03/2017 - 11:28

      There is int'l warranty cover but you have you pay, this is same for Apple or any other brands.

  • gasman70 on 28/03/2017 - 22:18

    I've got many Samsung products, including an S7 Edge. Great devices but customer service is generally abysmal, especially when compared to their biggest mobile competitor, Apple - I recently went to an Apple Store to get the daughter's screen repaired and they replaced the phone free of charge!

    While I really am not a fan of anything Apple, they have the best customer service I've ever come across.

    • Kochigachi on 29/03/2017 - 11:26

      Really? Apple should provide free AS since they over charged customers. Mind you Apple don't provide FREE fix unless it's covered by warrantee or insurance given that it wasn't user's fault to damage phone.

      • gasman70 on 29/03/2017 - 13:34

        Honest. I went to the store to get the broken screen repaired and said to the store rep that it had been freezing lately. He disappeared for five to bench test it and returned to say that their system didn't show anything obvious with the hardware, apart from the broken screen but as a gesture of goodwill, they'd swap it for a new/reconditioned one. It was at the Carindale store.

        If I didn't like Samsung's hardware and Google's software so much, I'd go back to Apple immediately.

  • wallet72 on 29/03/2017 - 08:20

    so what if you bought it while travelling? Or if you lived overseas and bought it but now you've moved here?

    • dizzle on 29/03/2017 - 16:23

      That's a different case. Many companies will provide support for products purchased from recommended retailers overseas. These are official channels and while not purchased through Samsung Australia you are right to imply that a warranty and post purchase care should be valid.

      Grey imports are brought into the country by a third party bypassing the local subsidiary. That local company (ie Samsung australia) put money into marketing samsung products within Australia (as well as other expenses). Kogan and other dealers purchase through non-official channels and take advantage of marketing done within australia without paying for the benefit. Why should they have the local support?

      • ZloyKrys on 29/03/2017 - 18:35

        As a business traveller and sometimes expat when living for extended periods outside of Australia, I am sometimes forced to buy stuff locally when I travel, and I can assure you that neither Apple nor Samsung will give a rat's ass about their phones purchased outside of Australia. This is not the case for other products that have worldwide warranty, for example Macbooks or iPads without cellular modules, they are accepted in local shops without issues.

        I did not try it with Samsung but Apple does not provide warranty or even repairs at a cost for iPhones purchased in Apple stores outside of Australia, I have two phones with failed power buttons that prove this

  • frostman on 29/03/2017 - 08:48

    Have you not seen the many posts from various people (like myself) warning against grey-imports, particularly from Kogan and so forth? Just search forum discussions on "Kogan"

    here's one:

    https://www.ozbargain.com.au/node/297523#comment-4530744

    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

    Do you honestly think Samsung AU are that dumb that they're happy for you to import some Chinese or afghan-released device with different network bands, software and charge models whilst you've skimped $200-$300 on their RRP and tell you; Hey! Yes Come on in, we'll fix it for free under Australian Warranty? You must be living in a cabbage patch.

    Suck it up and throw that device in the garbage, save up some money and get yourself a local device. The last time I bought a grey-import was the Galaxy S3 some 5 years ago with massive headaches, since then i've been buying from local stores yearly and never been happier.

    • Trying2SaveABuck on 29/03/2017 - 10:33

      Of course they are not happy for people to import overseas devices but is Apple have a globe warranty Samsung should too? considering now i'd probably go back to the iphone for my next device

      As for fixing it for free learn to read i was happy to pay to have it fixed, so they are actually losing out on more $$ by refusing service.

      • ZloyKrys on 29/03/2017 - 11:02
        +2

        Read my and other people's experience above in this thread. Apple DO NOT HAVE worldwide warranty on items with cellular modules and never had. They refuse to repair iPhones and iPads with cellular modules from other regions in Australia.

        • Trying2SaveABuck on 29/03/2017 - 18:39

          Thats fair enough getting mixed msg in the comments all my iphones i purchased retail never had a issue with repairs.

        • ZloyKrys on 29/03/2017 - 18:42

          @dpgrubesic:

          As long as you buy a local model yes, however this thread is about "grey" import.

  • Kochigachi on 29/03/2017 - 11:15

    Never brought anything from Kogan, I usually buy smartphone, computers or any electronics from local appliance stores with full local warrantee. Never trust these overseas agencies who sells cheaper than local price. Also, there are many suspected hoax going on at the moment before Samsung's S8 launch date. There's even how Samsung S7 edge blow up 3 days ago, this is expected as Samsung is so dominant in smartphone market.

  • [Deactivated] on 29/03/2017 - 11:54
    +2

    $280 to repair a screen is just crazy. this what you do….depending on where you live as well but go to Chinatown and there are many independent small shops to fix phones, tablet, computers, etc. and it wont cost $280!! find the shop that suits you and bargain with them to lower the price. this is Chinatown and you can negotiate with them.

  • [Deactivated] on 29/03/2017 - 22:33

    You'll buy a case next time, won't ya?

  • Jackkkkkk on 30/03/2017 - 14:31

    Moral of the story

    Don't drop your phone

    Bad luck OP!

  • aerona on 03/04/2017 - 14:01

    Add DWI account as well. Basically nothing is covered for warranty. Plus they take forever to reply

  • Peteroz on 04/04/2017 - 11:15

    next time buy a screen guard tempered Glass: http://www.ebay.com.au/itm/Full-Screen-Coverage-3D-Tempered-…

    my lg g4 got a bootloop, Kogan was happy to give me a new phone replaced with a Samsung edge, it was a good service for me and I always get the tempered Glass screen guard and a phone case…. If I drop the phone I only replace the screen guard glass, it cost me around $10, every time I drop it :)

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