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NikT: I've heard an anecdote (I think from the TradeMe forums) that someone with this issue was able to go directly to Samsung in Auckland & get a replacement battery on the spot. Hopefully with this clearly being a known fault (Colleague had the same issue, so did Murphy), the process is streamlined considerably. Good argument for user-replaceable batteries, I suppose.
Regards,
Old3eyes
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Please note all comments are the product of my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.
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Please note all comments are the product of my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.
--
Please note all comments are the product of my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.
Talkiet: Update: Battery not even dispatched.
Let's see if AirNZ is at all concerned about many faulty, bulging Li-Ion batteries flying around and the manufacturer not caring enough to make replacement easy.
Cheers - N
Talkiet: Well, I got a call from Samsung this afternoon and they said they had managed to find me a battery and it was waiting at the same store I was previously sent to.
It was there, and the person even said that they had been asked to break a retail phone package to get it out for me and Samsung would replace the battery in the next few days.
So the problem for ME is solved, but the systemic issue around Samsung's support for a known fault with one of their premium devices remains.
See other thread for question about non Samsung alternatives :-)
Cheers - N
Involuntary autocorrect in operation on mobile device. Apologies in advance.
tehgerbil:If they have a backlog of 20 people it's because they haven't escalated the problem to the Samsung rep. Trust me, there are channels they can get this moving if necessary.
uglyb0b:tehgerbil:If they have a backlog of 20 people it's because they haven't escalated the problem to the Samsung rep. Trust me, there are channels they can get this moving if necessary.
How do you know they haven't escalated the issue? I know from experience that Samsung (or any OEM for that matter) are very difficult to deal with in terms of taking ownership for anything at all. In fact, every single customer service experience I have had with Samsung has been terrible, except, ironically, for the issue I had with my swollen battery.
networkn:uglyb0b:tehgerbil:If they have a backlog of 20 people it's because they haven't escalated the problem to the Samsung rep. Trust me, there are channels they can get this moving if necessary.
How do you know they haven't escalated the issue? I know from experience that Samsung (or any OEM for that matter) are very difficult to deal with in terms of taking ownership for anything at all. In fact, every single customer service experience I have had with Samsung has been terrible, except, ironically, for the issue I had with my swollen battery.
Despite your perception, Samsung is NOT responsible in this case, his retailer is. His anger is misplaced though I can understand his frustration.
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Please note all comments are the product of my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.
networkn:uglyb0b:tehgerbil:If they have a backlog of 20 people it's because they haven't escalated the problem to the Samsung rep. Trust me, there are channels they can get this moving if necessary.
How do you know they haven't escalated the issue? I know from experience that Samsung (or any OEM for that matter) are very difficult to deal with in terms of taking ownership for anything at all. In fact, every single customer service experience I have had with Samsung has been terrible, except, ironically, for the issue I had with my swollen battery.
Despite your perception, Samsung is NOT responsible in this case, his retailer is. His anger is misplaced though I can understand his frustration.
networkn:uglyb0b:tehgerbil:If they have a backlog of 20 people it's because they haven't escalated the problem to the Samsung rep. Trust me, there are channels they can get this moving if necessary.
How do you know they haven't escalated the issue? I know from experience that Samsung (or any OEM for that matter) are very difficult to deal with in terms of taking ownership for anything at all. In fact, every single customer service experience I have had with Samsung has been terrible, except, ironically, for the issue I had with my swollen battery.
Despite your perception, Samsung is NOT responsible in this case, his retailer is. His anger is misplaced though I can understand his frustration.
mattwnz:networkn:uglyb0b:tehgerbil:If they have a backlog of 20 people it's because they haven't escalated the problem to the Samsung rep. Trust me, there are channels they can get this moving if necessary.
How do you know they haven't escalated the issue? I know from experience that Samsung (or any OEM for that matter) are very difficult to deal with in terms of taking ownership for anything at all. In fact, every single customer service experience I have had with Samsung has been terrible, except, ironically, for the issue I had with my swollen battery.
Despite your perception, Samsung is NOT responsible in this case, his retailer is. His anger is misplaced though I can understand his frustration.
The consumer has the choice to deal with either the retailer or the manufacturer, so if they were dealing with the manufacturer and weren't getting anywhere, then I believe they are responsible.
Paulthagerous:mattwnz:networkn:uglyb0b:tehgerbil:If they have a backlog of 20 people it's because they haven't escalated the problem to the Samsung rep. Trust me, there are channels they can get this moving if necessary.
How do you know they haven't escalated the issue? I know from experience that Samsung (or any OEM for that matter) are very difficult to deal with in terms of taking ownership for anything at all. In fact, every single customer service experience I have had with Samsung has been terrible, except, ironically, for the issue I had with my swollen battery.
Despite your perception, Samsung is NOT responsible in this case, his retailer is. His anger is misplaced though I can understand his frustration.
The consumer has the choice to deal with either the retailer or the manufacturer, so if they were dealing with the manufacturer and weren't getting anywhere, then I believe they are responsible.
Nope. Whoever supplies the product to the customer is the one who is responsible. Here it is HN not Samsung. S16 of the CGA says this, and 'supplier' is defined in Section 2 in such a way to catch the retailer only. This is intentional, to prevent the retailer from trying to pass the buck.
Of course, the consumer could go directly to Samsung themselves, and Samsung COULD fix the issue themselves (the law doesn't prevent this) but they are not OBLIGATED to deal directly with the consumer - that responsibility (legally anyway) falls squarely on HN.
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