Another CGA question - Note 8 stylus not covered by warranty?

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Lizard1977

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#2296418 13-Aug-2019 11:16

I did google to see if this was a common break point, and while I didn't exhaustively review Google images, most of the ones I saw were like you said - broken 2/3rds of the way up the stylus (which suggests someone sat on it, maybe?), not at the end.

I wouldn't classify my use of the stylus as extreme or "heavy use." A few times a day, jotting down a quick note. It hasn't been treated roughly, and the rest of the stylus is in very good condition.

When you look really closely, it looks like the plastic(?) shaft of the stylus has fractured right where the clicky button joins the rest of the stylus. If I was endlessly pulling it out and pushing it in every day, then maybe that placed undue stress on that joint. But I would characterise my use of the stylus as "light" to "moderate".

Batman

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#2296439 13-Aug-2019 11:39

IMO if something physcailly breaks it is very hard to claim warranty

Ruphus

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#2296530 13-Aug-2019 14:13

If Samsung keep saying "No, we're not giving you a replacement stylus as it's outside the warranty period", what's going to be your next step? Head off to disputes tribunal? It costs $45 to lodge a claim and for that cost, you could buy new stylus.

Lizard1977

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#2296539 13-Aug-2019 14:29

Probably not. It would only save me $5 over the retail cost of a new stylus. And that is why companies tend to try and push back against the CGA, because for smaller claims like this, cost outweighs the benefits to the customer.

From Samsung's point of view, though, it's much less than $50 to supply me with a replacement stylus. And if they are served with a claim from the Disputes Tribunal, what would it cost them to attend?

I'm not saying I would go to the DT. I probably wouldn't. In fact, I'm in two minds about the whole thing. Part of me thinks I should just go and buy a new stylus and move on. But there's a part of me (and he's a real stubborn SOB) that thinks I should hold Samsung's feet to the fire.

mattwnz

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#2296544 13-Aug-2019 14:38

It doesn't sound like you had it escalated, and you were just communicating with their front end people who handle inquiries, and are probably just following flowcharts in their response to you . What I would have done initially is ask to escalate it to a manager via email, pointing out the facts and the CGA etc, so you have it in writing. That shouldn't take more than 10 minutes to do, and see what they have to say. Whether it is a manufacturing defect or a known issue with some of them. Infact unless people contact them about a problem, they wouldn't know their could be a design issue with it. I would think it would be less hassle and cost in terms of time, for them just to send you a replacement. Luckily though, they aren't hugely expensive to replace if you were to buy a replacement, unlike some of these styluses are, and they are pretty flimsy for what they are.

Lizard1977

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#2296550 13-Aug-2019 14:48

The person I chatted with initially was clearly following a chart. I suspect they got to the part where the person doesn't accept their standard line on faults, and just shifted me to the "escalation" box. I sent all the details through to the email address they gave me for escalation. I got confirmation of receipt yesterday. I expect it will take at least a few days to get an actual response.

I'll be honest - I won't be surprised if they come back and say no. If they do, then I have to decide whether it's worth the hassle of a DT claim. Part of me is curious to see what happens if I tell them to expect a notice from DT, whether they change their tune.

Brumfondl

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#2297683 13-Aug-2019 20:13

Best guess is that they ignore anything to do with the DT until such time as they are awarded against. If they are like Apple then they will not turn up to the hearing as it is not financially worth it. If the case goes your way they will probably give you the new stylus and privately laugh at you for going to such lengths to save yourself a fiver.

Just a guess though, especially that last part.

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Lizard1977

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#2311679 6-Sep-2019 11:48

So, I have a resolution to this issue.

After several weeks of chasing up with weekly emails regarding my claim - patiently, politely, but firmly reiterating my claim that this was a fault covered under the CGA - and getting increasingly vague responses ("your claim is still in process and has been escalated"), and just as I was about to send off this week's email reminder to Samsung, I came home to find a Card to Collect. I thought it was for something else I had ordered online, but when I went to the Post Haste depot I was given a unusually large (for the contents) box. Inside was the replacement stylus. No paperwork or correspondence (and still no email from Samsung confirming anything), just a double-bagged stylus.

I'm pleased with the outcome, if not the process. I feel vindicated though - I imagine a lot of people wouldn't have the tenacity to keep pursuing it as I have, and I'm sure that companies like Samsung rely on it. It's disappointing they took so long to make the decision, but kudos to them for getting there in the end.

My phone is whole again... :)

mattwnz

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#2313261 8-Sep-2019 21:45

Glad they saw sense and came to the party. I wouldn't have thought it would be worth the cost in time arguing due to the small cost of the part to them. The small cost ends up restoring customer goodwill too.

Lizard1977

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#2313335 9-Sep-2019 00:23

That's pretty much it. It's why these kinds of stupid fights annoy me. The marginal cost to a company like Samsung for a part like this must be tiny, even if there are a large number of similar claims. But the cost in terms of lost customers is about the same, possibly more.

I've had three claims for faulty hardware over the past four years, with Apple, Microsoft and now Samsung. In each case the cause/source of the fault could have been disputed, but so far the only one that made a meal of it was Samsung. And ironically, for the least cost claim. With Apple and Microsoft, they accepted the CGA claim in a day or so, and hade replacement hardware to me within a week.

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#2313354 9-Sep-2019 07:19

Lizard1977: That's pretty much it. It's why these kinds of stupid fights annoy me. The marginal cost to a company like Samsung for a part like this must be tiny, even if there are a large number of similar claims. But the cost in terms of lost customers is about the same, possibly more.

I've had three claims for faulty hardware over the past four years, with Apple, Microsoft and now Samsung. In each case the cause/source of the fault could have been disputed, but so far the only one that made a meal of it was Samsung. And ironically, for the least cost claim. With Apple and Microsoft, they accepted the CGA claim in a day or so, and hade replacement hardware to me within a week.

every time i had rung Apple and mentioned CGA they claim to not know it exists

eracode

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#2313429 9-Sep-2019 10:01

Batman:
Lizard1977: That's pretty much it. It's why these kinds of stupid fights annoy me. The marginal cost to a company like Samsung for a part like this must be tiny, even if there are a large number of similar claims. But the cost in terms of lost customers is about the same, possibly more.

I've had three claims for faulty hardware over the past four years, with Apple, Microsoft and now Samsung. In each case the cause/source of the fault could have been disputed, but so far the only one that made a meal of it was Samsung. And ironically, for the least cost claim. With Apple and Microsoft, they accepted the CGA claim in a day or so, and hade replacement hardware to me within a week.

every time i had rung Apple and mentioned CGA they claim to not know it exists

Maybe you were talking to Support outside NZ? - but that would be no excuse.

Sometimes I just sit and think. Other times I just sit.

landcruiserguy

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#2313612 9-Sep-2019 15:09

Morgenmuffel:

Lizard1977:

I've got my gander up!

not to be a pedant but the term is normally dander in that phrase meaning Anger or Vexation

Not gander which is a Male goose or having a look at something

As regards the stylus if the advertising makes it to be a major part of the whole phone experience, then i'd say give it a go with trying to get a replacement, the thing is its a cheap item relatively speaking and they do wear out, if it was a dearer item i'd push it, but to be fair the replacement cost isn't excessive

Have you ever had an encounter with an angry male goose? I have and it got my dander up the gander. At least I think it was male. Gender identity is a bit hard with gooses because the males and females look the same.

1101

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#2313973 10-Sep-2019 09:01

Lizard1977: That's pretty much it. It's why these kinds of stupid fights annoy me. The marginal cost to a company like Samsung for a part like this must be tiny, even if there are a large number of similar claims. But the cost in terms of lost customers is about the same, possibly more.

Thats typical Asian Business Practices .
Treat customers more like a liability rather than see them as an asset to be kept happy .

Ive worked for Kiwi Companies with same crappy attitude towards warranty claims, make the customer do all the work & jump through hoops , rather than just quickly resolve the claim. Then loose that customers future business as you p8ssed them off and wasted their time .
Its just a being cheap mentality and not seeing that cheapness as harming your reputation.

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