I got a brand new (sealed) Galaxy Note 20 Ultra as a present. I used it for about a month to find a small spec on the edge of the screen. Thought it was nothing major ignored it, but it wouldn't disappear even with factory resets or software updates as I found on the website.
Went in to the Samsung Store Sydney city and asked if it would be covered under warranty. The reps said it's a phone that's only been out a year and a bit so should be covered as it was a dead pixel. I told then I got it as a present and that I didn't have the proof of purchase, they insisted it would be no problem for a screen repair and would take 1-2 business days. So I backed it up and sent it in for repair. Only to find out the day after that Samsung needed to order a new part and would take longer and no **bleep** mentioned. A week went by without any updates. So I called the VOC line, and they said that Samsung was in dispute with the part manufacturer as it was a faulty product (not really something that the consumer has relation to/should be negatively affected by internal relational issues when we look at the whole product and the warranty related services that come with its premium products) and that it would take longer. The rep over the phone also promised there would be a call back from a case manager. The next day, no call, so I called the day after. Now apparently the part can't get sent in time for a timely repair. So they wished to remediate me. But I now needed a proof of purchase for the remediation to process. As I got this as a present I tried reaching out to my friend to find out if he had anything I can submit. Now he isn't replying, or answering my calls.
So my argument on this matter is this:
1. Why is there a product specific serial number, and what does the warranty offer if I don't have a receipt or proof of purchase?
2. Has Samsung made huge losses on remediation of dodgy products that were stolen or not bought in the past that my situation can't be seen as a special case?
3. If someone gets a Samsung product as a present and the buyer loses all the information about it what entitlement does the holder of the device get when its still within the warranty period?
4. Why should I (the consumer) be the one negatively affected by a product of the company that's manufactured a faulty product and put out on the market?
5. So until my call to Samsung VOC a week and a half after handing in for repair was the first time I was told I needed a proof of purchase. If Samsung was okay with fixing my phone without the P.O.P. why should the remediation be any different?
6. And why are the VOC reps just repeating P.O.P. to me like robots and not really caring for this really unfortunate situation I am in? Why should I be the one being treated like I did something terribly wrong?
What options do I have? Will Samsung help me ( a Samsung user of 7 years) out by good will? I don't want to pay for the fix as the part they ordered is like €400 which should be about AUD$700, a little steep for me to pay for something that isn't my fault. I honest to God hope my friend gets back to me and tells me he got something to prove it. But if it can't be found, is there no hope for me? I even called the Korean main office and they were keen on repairing/remediating my device without the P.O.P. if it not were for the market differences but still should be considered.
General speaking . This is the policy . You got to prove this is not a stolen property . I worked in a service department before someone will pay for the warranty period .
Hi @mikelowery, thanks for reaching out. I am sorry to hear of the experience you've had getting your device fixed. At your earliest convenience, please send through a direct message to me with the following details so that I may investigate further:
Not sure where you believe in Australia you don't need to provide a receipt but it's stated in the Australian Consumer Law. Businesses are entitled to ask and we as consumers need to provide:
"A consumer who wants to make a claim about faulty goods or services against a supplier or manufacturer will generally need to show that they obtained the goods or services from that supplier or manufacturer. The same applies to people who received the goods or services as a gift."
