Warranty repairs - should I contact the retailer or the manufacturer?

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bakery2k

79 posts

Master Geek

#201333 14-Aug-2016 17:29

Our Samsung dishwasher, purchased from Noel Leeming, has recently stopped working. I believe it is still covered by warranty, being only 18 months old.

Would I be better off contacting Noel Leeming or Samsung in order to get the dishwasher repaired under warranty?

mdf

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#1611475 14-Aug-2016 18:12

Noel Leeming in the first instance.

gregmcc

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#1611493 14-Aug-2016 18:43

Under law, it's your choice, reality is you paid retail, make the retailer deal with it, that's why they put their margin on it to deal with these issues.

robjg63

4096 posts

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#1611497 14-Aug-2016 18:55

Personally I would go for Samsung directly if you can.
Do you need the hassles and delays of going through the retailer?

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

thecatsgoolies

414 posts

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#1611557 14-Aug-2016 20:51

The retailer

nakedmolerat

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#1611608 14-Aug-2016 22:06

RETAILER

AND

RETAILER!

antonknee

1133 posts

Uber Geek

#1612196 15-Aug-2016 21:00

Absolutely go to the retailer. Been there done that on both sides of the equation, as the customer and as the retailer.

Samsung do have an annoying habit of liking to deal directly with the customer over the phone, but definitely get NLG to do this for you/involve them in the process.

bakery2k

79 posts

Master Geek

#1613932 18-Aug-2016 19:28

I have called the Noel Leeming contact centre twice over the last few days. Both times, as soon as the member of staff heard the word "Samsung", they informed me that I had to contact Samsung directly to arrange a repair.

It seems that Noel Leeming's policy, at least for Samsung appliances, is to send customers to the manufacturer for warranty repairs. Given the information on this page, that seems to be an offence under the Fair Trading Act:

Advising a customer to make a warranty claim with the manufacturer when they have the right to choose to claim either from the retailer or the manufacturer would also breach the Fair Trading Act.

However, I just want to get the dishwasher fixed ASAP. Should I go ahead and contact Samsung directly, or is it worth pushing the issue with Noel Leeming?

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robjg63

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#1613940 18-Aug-2016 19:49

You have the right to push issue with Noel Leeming.
You will then end up getting NL talking to Samsung, then talking to you, then you talking back to NL and then they will have to go back to Samsung etc etc. That sounds like a time waster....

I don't get the problem dealing with Samsung direct.
If Samsung tried worming out, then by all means hassle NL and make them do the donkey work, but how is it even an advantage dealing with NL? Am I missing something?

You didn't buy one of those extended warranties from NL did you?

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

surfisup1000

5288 posts

Uber Geek

#1613954 18-Aug-2016 20:08

bakery2k:

However, I just want to get the dishwasher fixed ASAP. Should I go ahead and contact Samsung directly, or is it worth pushing the issue with Noel Leeming?

Deal with Noel Leeming ... in my view. My experience is that manufacturers are obnoxiously ignorant when it comes to their obligations under the CGA (looking at you F&P).

surfisup1000

5288 posts

Uber Geek

#1613955 18-Aug-2016 20:11

robjg63: You have the right to push issue with Noel Leeming.
You will then end up getting NL talking to Samsung, then talking to you, then you talking back to NL and then they will have to go back to Samsung etc etc. That sounds like a time waster....

I don't get the problem dealing with Samsung direct.
If Samsung tried worming out, then by all means hassle NL and make them do the donkey work, but how is it even an advantage dealing with NL? Am I missing something?

You didn't buy one of those extended warranties from NL did you?

It depends... i've had difficulties dealing with manufacturers directly in the past. They are woefully ignorant of the CGA for a start. They don't want to pay full costs (if any at all) if the item is out of warranty, and will expect you to pay shipping costs if necessary.

However, this will be an in place repair so if samsung immediately say yes they will fix and cover 100% of costs then fair enough. But, if there are any complications then best to deal through NL.

E3xtc

773 posts

Ultimate Geek

#1614040 19-Aug-2016 07:05

Wow interesting to hear peoples feedback on manufacturers and the CGA. Recently had to deal direct with Bosch (retailer no longer exists) re a failed dishwasher out of warranty, and the dude came out quick as a flash. Identified the issue, I said to him that "I would have expected it to last longer than this", he called his manager on the phone to confirm a CGA claim, and then all good....they approached it all very well.

But yeah I think if Samsung are keen to handle it to your satisfaction, it does seem to be an easier path (in terms of less back and forth). But if Samsung try to palm you off (when/if you have a valid claim under with warranty of CGA), then hit up NL and get them to do the grunt work - thats what the retail margins are for after all :)