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Lizard1977

2061 posts

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#254379 9-Aug-2019 16:42
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Apologies for yet another CGA question.

 

The top of my Samsung Galaxy Note 8 stylus came off yesterday.  This is now almost completely useless.  While it still works, it can't be reinserted into the Note 8 because once it goes back in, it can't be removed.

 

I put the question to Samsung, and they have said that the warranty for accessories is 6 months (even though the phone itself is 24 months - phone is currently 23 months old), so it's not covered and I have to buy a new one ($50).

 

As we all know all too well by now, there is often a gap between what a manufacturer considers under "warranty" and what is covered by CGA.  I wanted to check with the GZ community whether a faulty stylus substantially affects the phone such that it should be considered as covered by the CGA as it would if say, the screen developed a fault, or some other aspect of the phone was rendered less than useful.

 

I would argue that the stylus is a key feature of the phone (some would say almost unique).  It's not a third party feature, it's quite literally integrated into the phone.  While the phone is still quite clearly useable without the stylus, it's functionality is downgraded.

 

Worth the fight?


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Lizard1977

2061 posts

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  #2311679 6-Sep-2019 11:48
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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... :)


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