Samsung S8+ Void Warranty with Tripped Knox

• 

  AdosHouse on 21/12/2017 - 00:25

  +4

  Unless they can prove that you rooting the phone is the reason that the power button doesn't work, they must still honor the warranty.

  Dig your heels in and make them honor the warranty.

  Also hit them up on the new scratch.

• 

  PissLUR on 21/12/2017 - 00:38

  There is a long whirlpool thread on this. The op manages to get Samsung honoring the warranty.

  • 

    Loyalwings on 21/12/2017 - 00:42

    Do you happen to have a link to the thread? I would be more than happy to learn from his experiences with Sammy's warranty.

    • 

      chossenger on 06/01/2018 - 17:30

      https://forums.whirlpool.net.au/archive/2539687

• 

  Xetrok on 21/12/2017 - 00:53

  +5

  https://forums.whirlpool.net.au/archive/2539687

  You're not seeking repair under their warranty, you're seeking enforcement of your rights under Australian Consumer Law (https://www.accc.gov.au/consumers/consumer-rights-guarantees…) to have a product which is fit for purpose and free of defects such as sticking power button.

  Consumer guarantees on products and services
  Since 1 January 2011, the following consumer guarantees on products and services apply.

  Products must be of acceptable quality, that is:

  safe, lasting, with no faults
  look acceptable
  do all the things someone would normally expect them to do.
  Acceptable quality takes into account what would normally be expected for the type of product and cost.

  Products must also:

  match descriptions made by the salesperson, on packaging and labels, and in promotions or advertising
  match any demonstration model or sample you asked for
  be fit for the purpose the business told you it would be fit for and for any purpose that you made known to the business before purchasing
  come with full title and ownership
  not carry any hidden debts or extra charges
  come with undisturbed possession, so no one has a right to take the goods away or prevent you from using them
  meet any extra promises made about performance, condition and quality, such as life time guarantees and money back offers
  have spare parts and repair facilities available for a reasonable time after purchase unless you were told otherwise.

• 

  Loyalwings on 21/12/2017 - 16:33

  Updates:

  1. So far I've raised the issue with the Samsung online support (escalating to a case manager for investigation). Was told I'll be given a call-back soon.

  2. I've given Samsung a call and talked to the technical team who kept saying that my warranty was void, and I kept saying that I'm not calling because of warranty but because of the damage done to it.

  3. He redirected me to the customer support team.

  4. Spoke with someone who asked me to wait 24hrs for the full investigation first and see their remedy.

  5. Then bring the phone back to Chadstone studios and requesting a full report from the service center that they have sent the phone to.

  • 

    Xetrok on 22/12/2017 - 02:03

    Keep us updated :)

    • 

      Loyalwings on 22/12/2017 - 19:37

      Got a missed call from Sammy, called them only to tell me that the person assigned to my case is busy, and that she will call back later.
      Well I never got a callback, so I called Sammy support again. The person who was assigned to my case had already gone home and the guy who picked up pretty much said:

      • The phone is "customer damaged", and because you rooted the phone, you will have have to pay in order to repair it. Seem to not be getting anywhere with their customer support line.
      • Cue slightly aggro response from me saying that isn't because of warranty, it's because of the service provided that has made the phone unusable.
      • He just said my assigned case manager will give me a callback tomorrow morning to help resolve this.

      After I receive the call tomorrow arvo, with which I currently have no hope about any successful outcomes… What do you guys think I should do?
      Should I…

      1. Go back to Chadstone studios and ask for a full report from the service centre
      2. Go to highpoint and speak with the area manager
      3. File a VCAT and take the case to court
      • 

        Xetrok on 22/12/2017 - 20:43

        Escalate within the store first.
        Ask to speak to the area/regional manager and ask them why Consumer Guarantees under Australian Consumer Law are being ignored?
        Tell them the staff members are obviously following their internal store policy and that while you acknowledge that while Knox is reporting a trip - that would not be a result of a hardware issue (whether or not it is a design flaw or caused by service staff).
        Tell them you would like to remedy the issue now with a replacement/refurb device - they can call it good will if they like.
        Otherwise ask for a written report as to why they are refusing grounds for your Statutory Warranty claim and that you will need their contact details for the VCAT/ACCC case.

      • 

        Loyalwings on 27/12/2017 - 14:23

        @Xetrok:
        So I went back to the store, but I didn't talk about the hardware issue, more about the damage done when I sent it back for repairs.
        The guy sent it back to the service centre for assessment of device. Got a call back and their assessment is that there is physical damage done to the device, and the service centre will call to "quote" the cost of the damage done to it because warranty is void.

        I'm done trying to go through Sammy at this point.
        Do I need to ask for a written report from the area/regional manager? Am I able to make a claim using VCAT/ACCC using the initial service tax invoice?

      • 

        Xetrok on 27/12/2017 - 16:23

        @Loyalwings:

        https://www.linkedin.com/in/anthony-bonne-b094772a/
        https://www.linkedin.com/in/goran-dravec-57583311/

        Shoot an email to those two, apparently Samsung's email format is [email protected] so [email protected] and [email protected]

        You need to summarize that you are not receiving your statutory rights under Australian consumer law (the handset is to be free from defects and fit for purpose), the servicing agents have no idea and are not providing a remedy (and need coaching) to an issue which has been taken to VCAT/ACCC many times under ACL and that you would prefer it not to reach that stage, new damage from servicing agents or their delivery agent has occurred during the time the phone was in Samsung's possession and that you would expect the company to take ownership rather than hide behind a warranty denial which is incorrect to begin with.

      • 

        Loyalwings on 27/12/2017 - 16:32

        @Xetrok:
        Thanks for that, I will be sending an email to both of them and see how things go from there.

      • 

        Loyalwings on 27/12/2017 - 17:34

        @Xetrok:
        Sadly, those emails are incorrect and I am getting an address not found delivery notification.

      • 

        Xetrok on 27/12/2017 - 18:13

        @Loyalwings:
        Hmm, try a . between first and last name?

      • 

        Loyalwings on 27/12/2017 - 18:16

        @Xetrok:
        Haha, I tried a few different combinations. a.bonne, anthony.bonne, anthony.b, bonneanthony.

        That's alright, I've decided to go ahead and apply through VCAT as this is getting quite frustrating. Will update when I get a reply.

      • 

        Xetrok on 18/01/2018 - 12:18

        @Loyalwings:
        How's the progress?

      • 

        Loyalwings on 18/01/2018 - 20:52

        @Xetrok:
        I have not yet received any replies from VCAT. I have already sent them a follow up email and hopefully they will get back to me soon!

      • 

        Xetrok on 21/02/2018 - 13:36

        @Loyalwings:
        How did you go?
        Edit, saw updates below :)

• 

  Choc0 on 22/12/2017 - 11:10

  The area manager who looks after the highpoint store has been super helpful in the past.

  He said he has a stash of new phones and he just replaces the faulty ones. Yours is clearly faulty.

  • 

    Loyalwings on 22/12/2017 - 15:34

    Thanks for that advice. I may make a little road trip down there if I'm unhappy with the resolution that Samsung head office provides with regards to my case. :)

    • 

      WaffleCrusader on 28/12/2017 - 21:18

      Any updates on your situation?

      • 

        Loyalwings on 31/12/2017 - 00:39

        I never ended up going to the highpoint store. (too far… but seeing as phone is now dead, I could bring it in and say the power button suddenly stopped working and see if they swap it out? Pretty risky though as they may just send it in for repairs again)

        Tried again at the Chadstone Studios, they were helpful in raising the case and making sure that all the issues were in the case in the first place (apparently the case was already closed and a second case was open that only mentioned the phone being rooted), however head office was still pretty insistent that the damage done to the phone by their staff was my fault and I should pay for replacing the motherboard as well as the other damages.

        I also managed to get a print-out of the details of when I first sent in the phone. Which should be very helpful if anything comes up (evidence wise).

        I've applied through VCAT.
        Will update when I get something new.

• 

  Loyalwings on 19/02/2018 - 12:23

  I have received a notice to attend the hearing, in late March.

  Requires me to prepare evidence to support my case. This is a scary prospect for me as I have never before been to court. But I guess one step at a time. I will first prepare the documents I have so I can submit it to the respondent.

  Any tips for me as I venture into new territory? Haha

  • 

    Loyalwings on 19/02/2018 - 13:56

    I became aware of the power button of the Samsung S8+ being mushy and that it did not have a satisfying click. I backed up my personal storage and important items, and then did a factory reset on the device. I then decided to send the device for the hardware issue; being that the power button was faulty. Thus, making use of the Samsung warranty, on the 14/12/17, at Chadstone Samsung Studios.

    A week later, on the 19/12/17 I received a call from a Samsung service engineer, M from their service centre at Customer Service Plaza (23-25 Cleeland Road Oakleigh South VIC 3167) with regards to the repair. He mentioned that the phone was “rooted” and is therefore void of the Samsung warranty, and quoted a price of $340 to replace the motherboard. I requested him to send the phone back to Chadstone Samsung Studios without any repairs.

    I received a text message on the 20/12/17 at 4:17pm that the device was ready to be picked up. I went to the store at around 10pm and collected the device, signing off on the handover sheet and returning a loan phone. I did not check the phone for damages when I received the phone, and did not do so until I was about 200 metres away from the store.

    This is when I first noticed that the power button was completely recessed, and there was a scratch on the glass at the back of the phone. The recessed power button meant that the phone was now in a non-functional state as it could not be turned on. I immediately returned to the store, distressed that the phone was not returned in the original condition it was first sent in.

    The lady who attended to me at 10:30pm, was uncooperative as she kept saying that I caused the physical damage to the phone. She looked at the tax invoice with the fault reported “Power button not pressing properly” and said that the device was already not working when I sent it in. I mentioned multiple times that the phone was fully functional with a mushy power button, and she seemed very annoyed at my response. She then said she would give the service centre a call when they are open the next day, and have them look at the condition the phone was sent in and that she would then contact me. After that she told me that she did not want the phone and that I had to take it with me. I have not received a call from her.

    I contacted Samsung through their online chat as well as over the phone multiple times (21/12, 22/12, 23/12) I was assigned a Case Manager. I tried explaining that the phone was sent in in a working condition, and was returned damaged and in a non-functional condition. However, every time, their resolution was the same, that the phone was “customer damaged” due to a software trigger, and that I will have to pay the quoted amount to repair it.

    I went to the store and spoke with another Samsung attendant. This time however he was more than helpful, and provided me with a screenshot of the original application for the repair. The screenshot mentions that the only fault was with the power button, and not the phone itself. He also asked if I would like to send the phone back to the Samsung service centre, to see if they can resolve the issue as they would have records of the condition the phone was first received in, and therefore make appropriate fixes to return it to working condition. This was once again rejected by the service centre.

    As an Australian consumer, this is a clear breach of my statutory rights under the Australian Consumer Law. This is an obvious failure of Samsung to return the device in the original condition it was received. The servicing agents do not know what they are doing, and have not provided any remedies. This issue has clearly been taken up with the VCAT/ACCC many times under the ACL and that I would prefer if there was a remedy rather than being escalated to this level. New damage caused by your servicing agents and/or delivery agents has occurred during the time the phone was in Samsung’s possession and that I expect Samsung to take ownership rather than hide behind a warranty denial.

    The reimbursement cost of the Samsung S8+ I am seeking, is the original pre-ordered cost of $1349. I originally pre-ordered the mobile on a $69 monthly plan through Woolworths Mobile.

    • 

      Loyalwings on 19/02/2018 - 16:05

      @Xetrok

      • 

        Xetrok on 21/02/2018 - 13:59

        I would provide the following information;

        The symptom of the phone is a faulty power button.
        Your use of the phone is reasonable and is not a result of physical damage or misuse.
        The root cause may be a manufacturing defect or faulty hardware component.

        You submitted your warranty request as this is reasonable under Australian Consumer Law's Consumer guarantees which states;

        Since 1 January 2011, the following consumer guarantees on products and services apply.
        Products must be of acceptable quality, that is:
        safe, lasting, with no faults
        look acceptable
        do all the things someone would normally expect them to do.

        You expected the issue to be minor and would have been happy for a refund or repair remedy.
        https://www.accc.gov.au/consumers/consumer-rights-guarantees…

        Repairs
        If the problem with a product or service is minor, you must accept a free repair if the business offers you one.

        If the business fails to give you a free repair within a reasonable time or cannot fix your problem, you can:
        get it done elsewhere and pass on the costs to the business
        ask for a replacement
        ask for a refund
        recover compensation for the drop in value below the price paid.

        Samsung subsequently rejected your warranty repair request stating that your warranty is invalid due to software modifications.
        This is not listed as an exclusion on their website http://www.samsung.com/au/support/warranty/ and is in your opinion a violation of your rights under Australian Consumer Law as the issue is physically with the device itself - not a software or operating system fault.

        The separate issue of device damage after inspection may be hard to prove but definitely write something about that too.

      • 

        Loyalwings on 22/02/2018 - 08:33

        @Xetrok:
        Yes, thank you very much. I will update my statement and proceed on with the case.

      • 

        firstworldproblems on 23/02/2018 - 10:09

        @Loyalwings:

        dude, i think you have way too much detail. it comes down to this: Samsung believes that rooting the phone voids the warranty, you don't.

        1. samsung doesn't get to dictate to you what does and does not void the warranty based on its personal feelings on the matter. even having a cracked screen doesn't necessarily void the warranty (though generally, it does).

        2. remember, just because it's software-based it still is POSSIBLE that rooting voided the warranty. however, for this to be the case, samsung would have to demonstrate that the rooting of the device was causal to the defect (good luck).

        argued correctly, i would bet one of my nutsacks that you will win. in fact, i would demand remedy for all consequential losses flowing from the failure of Samsung to honour your legitimate warranty claim (though granted, it's very difficult to have costs awarded).

      • 

        Loyalwings on 02/03/2018 - 22:07

        @firstworldproblems:
        Thanks for that. I realise I did put a lot of detail into my report as I wanted it to be as informative as possible about the actions that were taken by myself as well as by Samsung. To be honest, I didn't know how much or even what to write, as I have never done this before. Those will definitely be what I will be focusing on. If they can prove that rooting the device caused the damage to the power button.
        Also, I'll let you know my results. You may have to lose one of those nutsacks if things go badly ;)
        Also, I hope I'll be able to get some kind of reimbursements from them like previous whirlpool user. Then I'll switch away from Samsung and their revolting services. :)

      • 

        whooah1979 on 02/03/2018 - 22:22

        @Loyalwings:

        Apple would have given you a replacement item on the spot.

        button stuck? Not problem. Here you go. Enjoy your new iPhone.

      • 

        Xetrok on 15/03/2018 - 02:05

        @Loyalwings:
        any updates? :D

      • 

        Loyalwings on 30/03/2018 - 00:04

        @Xetrok:

        Court hearing recently.

        Samsung rep did not attend the hearing, also after "serving" evidence to Samsung, they were supposed to reply with their own evidence, however failed to do so. It was just the member and myself discussing about the issue. I presented my case, and the member decided the case against Samsung was fair, and the reimbursement was reasonable. So I won. However, Samsung may still contest, and reopen the case for another hearing (they probably will). If they do not, it is still unlikely that they will reimburse, so will probably have to fill up a "reinforcement of monetary order" affidavit and get it enforced in NSW where Samsung HQ is at. (unless they have a HQ here, unsure about this process)

      • 

        RohBoat on 18/04/2018 - 14:42

        @Loyalwings:
        Thanks for the update. Glad you won the first case. Let us know how it all turns out!

      • 

        Loyalwings on 18/05/2018 - 21:37

        +3

        @RohBoat:
        Got an express letter today with a cheque for the amount I requested. No affidavit needed, and nothing else from Samsung except the cheque. Guess it's all over.

      • 

        Xetrok on 18/05/2018 - 21:58

        @Loyalwings:
        Great result! :)
        Annoying that you had to go through all this shit to get it.
        Does it leave a sour taste in your mouth or will you still shop Samsung?

      • 

        Loyalwings on 19/05/2018 - 15:01

        @Xetrok:
        Thanks! :)
        It was definitely worth it in the end, the weight has finally lifted of my shoulders, just because I didn't know how things would turn out.
        Well, I'm not too sour about it anymore, which I was during the process. I will definitely keep away from Samsung in the future.

• 

  jjsnacks on 19/05/2018 - 11:39

  +1

  Send it to roadhound in Newcastle next time, they don't care about Knox. They will even clear an frp lock.. Lol

  • 

    BargainTrain on 26/09/2018 - 00:15

    that defeats the purpose of getting it repaired for free under samsungs warranty, doesn't it? dont you have to buy it directly from road hound before you can just simply send it in to them??

• 

  TheOneWhoKnocks on 20/05/2018 - 08:33

  Nice work keeping everyone updated. Good result. How much was the cheque?