I purchased a Samsung Galaxy S21 FE 5G on 18 May 2022 from T*G Stat**on Sdn Bhd. Recently, my phone's screen touch sensitivity is completely not working. When I sent it to the Authorised Samsung Service Centre in 1Utama, following diagnostics, they tried to submit a warranty claim for the phone motherboard for me since the phone was less than a year old.
Unfortunately, when they checked in the system, apparently the warranty for my phone unit was registered by the seller in February 2022 instead of May 2022! As such, SAMSUNG has decided NOT to honour my warranty - EVEN THOUGH I PRESENTED AN OFFICIAL RECEIPT ISSUED BY THE SELLER to me dated 18 May 2022.
As a customer, I am not aware of what the seller has done except that they assured me they registered the phone for warranty for me. However, now when the warranty is needed for a phone that is less than a year old, SAMSUNG refuses to honour the 12 month warranty which is promised to me as the purchaser, despite them seeing the OFFICIAL RECEIPT DATED 18 MAY 2022.
I am very disappointed and shocked that the consequences for an action conducted by a seller, is now borne by me through no fault of my own. I also know that this seller is on popular e-commerce platforms in Malaysia and MANY MANY people buy phones from them. If this is the case, there could be many purchasers out there with expired warranties or Samsung will just ignore our official purchase dates and receipts!
I have been a loyal customer of SAMSUNG for almost 20 years. This is the first time ever that I have even had to claim for warranty and the event itself is leaving a bad experience for me. Now the refusal to honour my 12 month warranty is adding salt to the injury.
I have tried to write to the Samsung CEO for Malaysia, Samsung Customer Service, spoken to Samsung Customer Service all to no avail so far. After supporting Samsung over the years for phones and many other electrical appliances in my house, I would really appreciate if they support their customer too and believe the official sales receipt they have already seen and taken a record of vs supporting a seller who did something wrong.
I want Samsung to relook my case please (phones these days are not cheap) and because I also want the Samsung community of users to know they could be at risk of Samsung not honouring warranties as due to their customers.
Did you check with Samsung, whether the device is registered under your name. If yes, then the warranty should start from the date of purchase as stated on the receipt. If device warranty started on a different date, it may be registered under a different person or entity.
I think this should be link back to the seller. Seriously something fishy going on. I won't say its all on Samsung fault on this. By right even my phone I check everything as long as its out of the box brand new that's when the warranty starts but I added the plus package after that and that started after the few weeks of my original purchase.
My guess ur phone has been tempered with and resealed. So the seller sold u as a second hand
Yeap it is possible but then again why would the seller admit. My guess it's just boils down to ethics. FYI now days the special tape on the phone box can be resealed back including iPhone boxes too. So I'm not surprise can be done on Samsung too.
Lot of seller like to open a few models when they receive it sort of like test drive it and can say its like a display model. So instead selling as second hand they just see no scratches what not so they just try their luck sell as new. Of course the things like charger or booklet they won't disturb or take it out.
