Samsung & Amazon Canada Buds2 Pro Support Issue and Warning

[Day_Walker]

Dear Amazon and Samsung,

I am writing to express my extreme dissatisfaction with the customer service I have received regarding a product I purchased from Amazon, from your retail store listing! The product in question is a Samsung Buds2 Pro that is not supported in Canada by Samsung due to country specific locked down access at Samsung Experience Stores. Despite this, there was no clear indication of this on the official Samsung product page, nor on Amazon's Samsung Official product pages when I made my purchase.

Furthermore, it appears that the product may not be approved for sale in Canada due to our electronics certification requirements. However, neither Amazon nor Samsung has acknowledged this issue, and Samsung tech support has been unable to resolve the problem despite the product still being under warranty.

I am deeply frustrated by the situation and feel that I have been sold a product that is not fit for purpose. I am also concerned about the potential safety risks associated with using an uncertified electronic device.

Why would Samsung's engineering and logistics team loos site of where their products are being shipped IF regional restrictions by certifications laws are in place. Furthermore why aren't penalties enforced from third party resellers & wholesalers going against internal policies that thrawn warranty support for products made ans sold ou5side of the country. Lastly, why are Samsung Experience store employees, direct employees not from authorized retailers, unable to access international database for products and allowed to accept warranty returns and replacements for manufacturer defects; my Buds2 Pro have absolutely NO physical damage on them! 

I request that Amazon and Samsung take immediate action to resolve this matter. I would like a full refund for the product and an assurance that this issue will not occur again. I also believe that Samsung should review its partnership with Amazon to ensure that similar problems do not arise in the future.

Thank you for your attention to this matter.

Sincerely,

Donovan. 

From Amazon's listing ...

Manufacturer: Samsung, Samsung Electronics Latinoamerica Miami, Inc. 9850 NW 41st St #350, Doral, FL 33178

Sold By: Wireless Experts, Inc.

Sold by / Vendu par Wireless Experts Inc. 

9025 Wilshire Blvd. 

Suite 200 Beverly Hills, CA, 90211 US

Invoice date / Date de facturation: 11 October 2023 Invoice # / # de facture: CA3G3AFKJM2I

Invoice # / # de facture CA3G3AFKJM2I

(Graphite) ASIN: B0B8TC6KW

SAMSUNG Galaxy Buds Pro 2 [2022] (SM-R510) -

Buds Serial Numbers: FYI only when entering in the Wrar app does it ask or show you which is which. 

RFAW6OYXJAK

RFAW6OYY58E

I'll bet this is something EVEN @Jeremey_from_Samsung so called expert of wearables may not know of 

https://r1.community.samsung.com/t5/wearables/ask-an-expert-wearables-thread/td-p/2412736?src=ShareB...

[NinjaNick]

The Amazon listing you provided is being sold by a 3rd party seller. As far as I know, Samsung does not honor warranties from 3rd party sellers. Make sure to buy only from authorized sellers.

[Day_Walker]

Yet why does it show up listed under Samsung's webstore front?

Thanks for the tip.
The product is official and registers in Members app and has ALL expected features and functions (or did function for months as expected, including official FW updates.

I mean, it's an official Bluetooth product, so there shouldn't be an issue for them to be sold and no reason Samsung Experience Store not to honor the warranty except for Samsung's tight restrictions that make no real common sense ??

Reps didn't even explain why beyond a replacement but not being able to access non-Canadian Samsung product db's

[Helenna]

Hi Day_Walker,

We sincerely apologize for the inconvenience caused to you and certainly understand how disappointing that must be for you.

We would like to inform you that the seller on Amazon should be Amazon.com.ca then that seller is a Samsung authorized dealer and honor the warranty. 

If the seller name is different then the warranty is honored by Amazon and all the Amazon purchases are not authorized.

 Thank you.

[Day_Walker]

Hi Helena,

Although I appreciate your response, this is more than an inconvenience. This is an insult to injury.

here is the official webstore of Samsung, where this was purchased 


https://www.amazon.ca/gp/product/B0B8TC6KWF/ref=ppx_yo_dt_b_asin_title_o00_s00?ie=UTF8&psc=1

This is a logistics issue between Samsung and Amazon. From the link above, you can see that this Buds2 Pro was purchased in Canada, and where the confusion I'm seeing is the "visit Samsung Store"

Now, is there any documentation of your statement (which aligns with Samsung Canada's Tech support line reps) where international official products made by Samsung is NOT supported for warranty, please?!

I'm not able to find this statement and official stance anywhere on your Canadian site. Also why would my Galaxy S23 purchased officially from Roger's Wireless - an official Canadian model - having official Samsung Galaxy Wear app allow me to use and also register the Buds2 Pro I've purchased back in October and NOT alert me in ANY way that it's an international model and no warranty support would be honored here in Canada and yet work with all features and functions of the Canadian model?!

EDIT: Just found this!

[Day_Walker]

https://www.samsung.com/ca/support/warranty/

FYI, this policy really *** and hurts the customer, who will only find out when they need validity of repairable warranty support. Unfortunately, your apps have no clue of this upfront either.

[mzkurly]

If it’s sold by Samsungs store on Amazon, then it’s exactly the same as buying from Samsung themselves. Amazon just fulfills the order.

[Day_Walker]

Ahhh but as I replied directly above to Helenna above ... the Warranty page does not specify it MUST be purchased by Samsung directly. That would invalidate ALL smartphones sold by all the cell phone carriers across the country. It would also invalidate authorized retailers as well out of that warranty.

It specifically states, the warranty about the product being purchased OUTSIDE of Canada. I purchased it IN- Canada via a Canadian storefront with Canadian funds and I have the invoice and proof of it. ;) That falls DIRECTLY in line with their warranty.

Out of curiosity though. Samsung gifted nearly 17,000 Z Flip 6' to all the Paris 2024 Olympics and Paralympics Athletes; of which roughly 400 athletes represent France. I wonder, did Samsung regionally lock warranty of these Z Flip 6' only to France -or- will they honour all these devices Warranty's Globally without the nonsense that they were made in 1 country not purchased but shipped to another country which doesn't have access to the full product serial number database

https://www.gsmarena.com/samsung_starts_distributing_galaxy_z_flip6_olympic_edition_to_athletes-news...

Hmmmmm

[mzkurly]

Then contact consumers protection.
I know of someone going through it with 1 of these tech giants. Consumers' protection got him what he deserved and some.

[mzkurly]

Fyi..If you're in Quebec, they have the strongest consumer protection laws.