Samsung Galaxy Fold 4 - Return Declined

sonu1111 on 03/10/2022 - 16:41

Hi

I broke the front screen of my fold 3 and upon checking online with Samsung CS team, I have been told $740 for the repair. I placed the order for Fold 4 1TB (1TB is online exclusive) on 28/09/2022 @ 12:30AM WST and around 8AM same day, I requested cancellation via Live Chat on Samsung website.

Order was not dispatched yet and I was assured that they have forwarded a message to relevant department for cancellation. Next day on 29/09/2022, phone was delivered. I rang the Samsung and explained everything and CS said that back-end team will send me return label to send it back. I waited for 1 day and as no email was received, I spoke to CS via Live Chat feature. This time, I was told that as this is customised phone, I won't able to return it. Straight away, I rang CS number and spoke to someone and they requested the picture of the products and then they will issue the return label.

I received the phone call today saying that they won't be able to return the phone and email me link to 'Change of mind' policy on their website. I really don't want to make this purchase as I have already got my Fold 3 fixed via Samsung for $330.

Is there any way I can make a official complain with ACCC and they can intervene in this. On their ordering page, it does not even say that it is online exclusive (or may be I am not looking properly)

Thanks in advance for all your help.

Thanks

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Comments

  • Hybroid on 03/10/2022 - 16:54
    +14

    The policy clearly states:-

    For the avoidance of doubt, a Mobile Product does not include:

    iii. a Mobile Product that has been customised or made to order for a particular end user (e.g. an exclusive colour variant of a smartphone that is only being offered for sale on the Samsung Online Store and requires special production, etc.).

    https://www.samsung.com/au/estore/static/link_mindpolicy_p/

    Sneaky, but no, you're not eligible for change of mind return in that case since the 1TB is only offered for sale on the Samsung Online Store. Same would apply if it's the online-exclusive Burgundy colour too.

    You'll have to sell it on at a bit of a loss unfortunately.

    • sonu1111 on 03/10/2022 - 17:51

      Thank you

  • bdl on 03/10/2022 - 17:02
    +4

    Sell the 3 and keep the 4

    • sonu1111 on 03/10/2022 - 17:52
      +1

      I think I dont have any other way

      • Kangal on 03/10/2022 - 23:22

        How was the customisation done on the Samsung Fold 4 ?
        Is it like laser engraved, similar to iPhones?

        • sonu1111 on 04/10/2022 - 07:31

          1TB is online exlusive and as per their T&C, online exclusive phones are considered custom made. (You can not buy 1TB in-store)

          • Kangal on 04/10/2022 - 15:45
            +1

            @sonu1111: Doesn't pass the sniff test.
            It's not engraved, a special edition (ie Evangelion Version), or a custom ordered… you literally had no other option, or to opt-out. So either they have to make it clear upfront honestly (not in a tiny footprint) or they must honour the spirit of their agreement.

            All things considered they are NOT losing any money. They just look like they won't be making an additional amount. Greed.

  • CyberMurning on 03/10/2022 - 17:16
    +6

    1st said 740 to repair then 330…

    Lesson.
    Dont play internet after midnight

    • sonu1111 on 03/10/2022 - 17:52

      $740 is for inner screen

  • Domingo on 03/10/2022 - 17:52
    +1

    You could have refused the delivery and it would have been returned to Samsung.

    • sonu1111 on 03/10/2022 - 17:53

      Delivered at work. That would have been the only case. I missed that opportunity.

      • Domingo on 03/10/2022 - 17:54

        I wonder if you could take it to the post office, claim you are from your work (well, you are…) and that it appears to have been incorrectly addressed and you'd like it returned to sender.

        Although risky, because the original tracking will show delivered so that's not much different to you simply sending it back to them and hoping for the best. I wouldn't.

        • [Deactivated] on 03/10/2022 - 23:59
          -1

          Don't they use a courier? I doubt samsung uses AusPost for delivery.

  • 87percent on 03/10/2022 - 18:29
    +2

    Guy at work always buys new release phones, has a play with them, and then returns them within the allowed time frame. He bought the Fold 4, and then tried to return it but Samsung also declined. He kept pushing it with their customer service, and eventually got the refund

    • sonu1111 on 03/10/2022 - 18:33
      +1

      Thank you. I will try as I have not opened it.

    • Jimothy Wongingtons on 03/10/2022 - 19:05

      Was his one a custom one tho

      • 87percent on 03/10/2022 - 19:09

        No, just a 1TB model

    • kyle on 04/10/2022 - 06:39
      +7

      Dodgy guy and abusing the return policy

      • MynyMouqe on 04/10/2022 - 18:57
        +6

        Agree totally - this sort of rubbish causes us all issues when they change policies to stop numpties who do this.

  • salmon123 on 03/10/2022 - 18:51

    Check your credit card insurances … some of them come with insurance for this scenario. Heck, they might even let you keep the phone and give you a refund.

    • JimmyF on 03/10/2022 - 19:37

      some of them come with insurance for this scenario

      What do you think the 'scenario' is? I've never seen a credit card cover buyers remorse.

      • salmon123 on 03/10/2022 - 19:39

        Google "amex return protection" … specifically for buyers remorse. The T&Cs say your suppose to send the item to the insurers, but I don't know whether they actually ask for it back.

        • mbck on 03/10/2022 - 21:42

          They do. Head office in the city melbourne somewhere.

          • salmon123 on 03/10/2022 - 23:21

            @mbck:

            Head office in the city melbourne somewhere

            I assume you mean the insurer, where you return the item? I would've assumed you return the item to a warehouse or some sort of 3pl company/auction house which sells the item. Just don't see head office handling all those items in a downtown location.

            • mbck on 03/10/2022 - 23:31
              +1

              @salmon123: Yes, amex insurance (by Chubb)

              And yes return address is in Melbourne cbd. I just did it 3 months ago

              • salmon123 on 03/10/2022 - 23:33

                @mbck: Haha - imagine hand delivering the puppy you no longer wanted to them!

              • XedeX on 07/12/2022 - 14:56

                @mbck: Is this the refund cover you are talking about. I don't see anywhere in terms and conditions that we need to send the items to them.

          • [Deactivated] on 04/10/2022 - 00:00

            @mbck: It's only for unopened items right?

  • brendanm on 03/10/2022 - 19:34
    +3

    Breaks stupid folding phone screen, buys another folding phone. Makes sense.

    • sonu1111 on 03/10/2022 - 19:50

      Fold is great phone

      • brendanm on 03/10/2022 - 19:56
        -4

        Yes, folding a screen is a fantastic idea that has no drawbacks whatsoever.

        • sonu1111 on 04/10/2022 - 07:28

          Well outer screen cracked as I dropped the phone (not the inner folding screen).

          I never had single issue with folding screen.

  • JimmyF on 03/10/2022 - 19:36
    +1

    Is there any way I can make a official complain with ACCC and they can intervene in this.

    LOL Samsung don't have to accept returns for 'change of mind', there is nothing wrong with the phone, other than buyers remorse.

    ACCC even has a page for you https://www.accc.gov.au/consumers/problems-with-products-and…

    For example, the consumer guarantees do not apply if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.

    So you got what you ordered and paid for.

    On their ordering page, it does not even say that it is online exclusive (or may be I am not looking properly)

    Stores don't need to 'warn' you that you are buying a product and they follow the law aka don't accept change of mind refunds. It is up to you to review all polices before buying, online or in person.

    At this point, pick which one you like the most and sell the other one.

    • sonu1111 on 03/10/2022 - 19:41
      -5

      I totally understand your point but this 1TB being special custom made phone, I dont agree to it. . I have bespoke flip 3 and I agree that bespoke version are made to ordered and due to specific colours, they can not be sold to someone else.

      Also, I spoke to CS before dispatch and they said they are forwarding request to department to cancel the order.

      • JimmyF on 03/10/2022 - 21:00

        I totally understand your point but this 1TB being special custom made phone, I dont agree to it.

        Doesn't really matter, 'change of mind' refunds are not part of Australian consumer law, and is totally up to the retailer if they wish to do that or not. Custom order or not.

        Also, I spoke to CS before dispatch and they said they are forwarding request to department to cancel the order.

        Which is still a 'change of mind' refund even if it has not shipped, as your order was placed aka purchased.

        But keep on samsungs back, they might give in and take a return.

  • salmon123 on 03/10/2022 - 19:56
    +1

    On their ordering page, it does not even say that it is online exclusive (or may be I am not looking properly)

    I see this on the ordering page "Online exclusive colour models are made to order just for you. Please allow up to 3 or 4 weeks for your delivery to arrive¹⁰"

    You can read footnote 10 for yourself, which says they're not refundable.

    I think it comes down to the colour you picked. I only see burgundy as being an "online exclusive colour". Currently only available in 256gb and 512gb. No exclusive colours for 1tb. I think you can argue the point about 1tb not being a customized product (unless you happened to order the Burgundy). Having said that, sumsung online is a PITA to deal with. You might never make any progress without escalating the issue to fair trading in your state.

    • Shekster on 03/10/2022 - 20:08

      The issue has nothing to do with colour. The 1TB model itself is an online exclusive (ie. You can't buy a 1tb model in any colour from JB/Harvey etc).

      • salmon123 on 03/10/2022 - 20:58
        +1

        The issue has nothing to do with colour

        My point was the terms and conditions make reference to certain colours being online exclusives and this excluded from the 14 day piece of mind policy. There's no mention of 1tb being excluded, so the OP has a leg to stand on.

    • RowanLucas on 03/10/2022 - 20:20
      +2

      Can't be so exclusive if it's delivered the next day lol. Must have plentry stock on hand

  • jv on 04/10/2022 - 00:20

    make a official complain with ACCC

    no

  • emblurr on 04/10/2022 - 09:10

    You ordered on the 28th and got it on the 29th? I ordered my Fold 4 on the 12th August and still haven't received it from them, I call them every few days to find out when I am getting it and the customer service have no idea and tell me to wait up to 10 business days. Won't let me cancel either. Samsung online are absolute muppets.

    • sonu1111 on 04/10/2022 - 19:20

      I assume, you didnt order 1TB. Also, did you get a good deal on it.

  • emblurr on 04/10/2022 - 19:41

    Was the burgundy 512gb kne for price of 256gb and also bought the s prn case. Case came first, then phone was sent to tullamarine in Melbourne on 6th September where it didnt move. I rang Startrack and they said it had my name and someone else name on it and a diffeent address than the S pen. They tried to call Samsung to verify but couldnt get hold of anyone so they sent it back to Sydney. Where it has been since. Call centre people in Phillipines have NFI where it is or when it will be sent. They escalated it to somewhere but that was on the 18th september. They wont refund, wont send anothet. Its just zero.

  • Ramrunner on 05/10/2022 - 00:56

    LoL I just WISH I had the money to buy $3k phones. Is this still OzBargain?

  • solidussnake on 10/10/2022 - 17:58
    +1

    Read up on change of mind policy with ACL your shite outta luck, enjoy the double fold 🤷

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