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71 posts

Master Geek
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Topic # 218080 25-Jul-2017 10:35
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What do you do when you have a Samsung Galaxy S6 that is a week out of the 24 month warranty, it won't charge and the fault (with no fix) is plastered all over many forums.

 

 

 

Some possible relevant or irrelevant context:

 

The charger port was replaced under warranty 6 months ago, as the phone wasn't charging.

 

 

 

Current the fault:

 

When you plug the charger into the phone, it detects the charger as a VR device (making a VR setup noise) and loads a black screen with a cross in the bottom right corner.

 

The phone refuses to charge.

 

 

 

Diagnostics:

 

The Vodafone store tested on their charger. Still faulty.

 

The Vodafone store did a factory reset. Still faulty.

 

 

 

The Forum Posts:

 

http://thedroidguy.com/2017/03/samsung-galaxy-s6-opens-gear-vr-service-connected-charger-issue-related-problems-1071060   https://us.community.samsung.com/t5/Galaxy-Note-Phones/Gear-VR-Setup-Wizard-Pops-Up-Constantly/td-p/12874    https://forums.androidcentral.com/samsung-galaxy-s6/565638-can-i-get-some-help-samsung-galaxy-s6-gear-vr-issue-crash.html   and there's plenty more.       The biggest problem: The device is a week out of warranty and the Vodafone store is going to make me pay any repair.     Anybody else experiencing this issue? Or know of a way I could get this fixed under warranty?   Thanks for your advice in advance!   Phil.


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1019 posts

Uber Geek
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  Reply # 1828930 25-Jul-2017 10:59
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You invoke the CGA.


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Uber Geek
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  Reply # 1828933 25-Jul-2017 11:02
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Warranty is trumped by the Consumer Guarantees Act.  I'm not sure what the expected life for a smart phone is.  But 24 months for a $1k phone seems inadequate.

 

I think you have a fair argument for replacement.





Mike

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  Reply # 1828944 25-Jul-2017 11:09
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Flaw - a fault

 

Floor - Something you walk on.

 

I actually though the thread was about a problem someone had with a construction issue!

 

Back on topic though - Agree with the posts above - This is suposed to be a premium model phone - It should be usable for more than 24 months. I am sure the CGA should cover you. You also have had the problem fixed before - you could easily argue that fix wasnt up to scratch.





Nothing is impossible for the man who doesn't have to do it himself - A. H. Weiler

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  Reply # 1828995 25-Jul-2017 11:43
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As per posts above, CGA is your friend.

 

Suckerpunch:...      The biggest problem: The device is a week out of warranty and the Vodafone store is going to make me pay any repair.     ...

 

Have they actually said this to you, or are you assuming it?

 

(I know VF have their moments but I would have thought their staff on the shop floor [pun intended] would have some idea about their legal obligations.)

 

 





Most of the trouble in the world is caused by people wanting to be important. (T.S. Eliot)


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  Reply # 1829073 25-Jul-2017 13:48
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Damn, I have an S6 bought 20/8/2015 - but it is still charging. But for how long??????

 

Oooops, it's an S5!!! Feel better but sorry for S6 owners.

 

(Slinks back into corner).


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  Reply # 1829178 25-Jul-2017 16:02
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Invoke the CGA mate, In this case they have tried a repair and it has failed. You are entitled to a like for like replacement. 
Go grab it aye. 

Have a good read of the consumer site so you know what to say back when thy try and pull the wool over your eyes. Had a VF manager in a store try that on me and failed miserably. In this example from the info provided you have firm ground to stand on.





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71 posts

Master Geek
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  Reply # 1845581 12-Aug-2017 16:05
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floydbloke:

 

As per posts above, CGA is your friend.

 

Suckerpunch:...      The biggest problem: The device is a week out of warranty and the Vodafone store is going to make me pay any repair.     ...

 

Have they actually said this to you, or are you assuming it?

 

(I know VF have their moments but I would have thought their staff on the shop floor [pun intended] would have some idea about their legal obligations.)

 

 

 

 

 

 

No not assuming it. The repair is going to cost $230, and I've tried to explain to them that the CGA should cover this issue but the store Managers stance on the CGA is, I have to take it up with Samsung themselves.

 

I've discussed the matter with Consumer Org and they're recommending I lodge a complaint against Vodafone with the TDR.


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  Reply # 1845584 12-Aug-2017 16:13
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Suckerpunch: [snip]

 

 

 

the store Managers stance on the CGA is, I have to take it up with Samsung themselves.

 

 

Store manager needs to educate themselves then.

 

http://www.legislation.govt.nz/act/public/1993/0091/latest/DLM312820.html

 

http://www.legislation.govt.nz/act/public/1993/0091/latest/DLM312823.html


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  Reply # 1845591 12-Aug-2017 16:31
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Suckerpunch: ...the store Managers stance on the CGA is, I have to take it up with Samsung themselves.

 

 

Too bad it's your decision to make, not this "manager's". Get the name of the person he is responsible to and suggest he gets educated on the provisions of the CGA if he's going to be in a position of manager.


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Ultimate Geek
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  Reply # 1845593 12-Aug-2017 16:34
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Would hazard at a guess that the store manager is only saying what Head Office has advised, telco should have a person who is avilible via referral to deal with sort of thing, but that probably cost too much and the telco are hoping us the general public will not call their bluff.

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  Reply # 1845596 12-Aug-2017 16:55
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Samsung handle CGA claims themselves, I've had numerous faults with my Samsung Plasma and just phone up samsung, quote the CGA and let them deal with it... All a retailer does is phone samsung, and lodge it and then samsung deal directly with you.


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  Reply # 1845603 12-Aug-2017 17:19
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Interesting, I thought getting something done under the CGA was always the responsibility of the retailer, not the manufacturer.


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  Reply # 1845605 12-Aug-2017 17:28
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Generally it is but Samsung and Panasonic like to deal with it themselves... I've directly phoned Samsung many times over my TV and dishwasher and they have fixed them all under CGA without going near the retailer.


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  Reply # 1845612 12-Aug-2017 18:22
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The manufacturer may well do a better job at handling these sorts of issues, after all, it's generally their brand name that may suffer if it's mishandled. The OP may in fact get a better result going direct to the manufacturer (so worth considering doing this), however the store manager's stance that the purchaser must as opposed to may deal with them is inaccurate.


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  Reply # 1845689 12-Aug-2017 23:31
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Yea it's the same with apple products.
Apple take care of the cga coverage themselves not the retailers.




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