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Galaxy S10
Garmin Fenix 5
mattwnz: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.
I was always under the impression the manufacturer was obligated, because what happens if the retailer goes out of business. I wasn't talking about the actual 'supplier' which is another middle man in the process. The manufacturer is the only one left that they can deal with it if a retailer closes down. Also the manufatcurer will often have a dedicated support line, so the retailer will often say that they should contact the manufacturers support line to get it dealt with as quickly as possible. The retailer will often say that we can deal with it, but it will take longer, than dealing with the manufacturer directly. This takes load off the retailer, and means that the consumer is dealing with specialists to deal with any problems, versus a retailer who may know very little about what they are selling.
uglyb0b: Regardless of whether Samsung or Harvey Norman are responsible, the point of the thread was to inform of/discuss a situation where Samsung failed miserably. There is a widespread and known issue that should be an easy fix, but wasn't, just because.
My earlier post was to indicate that I as a customer and retailer have had similar issues with Samsung before and that it is not uncommon for this kind of thing to happen.
Handle9: IANAL but the CGA does explicitly give the right of redress from the manufacturer to consumers in Part 3 of the act. It's not as comprehensive as section 2 (suppliers (i.e. retailers) however it does exist and it is not required that the consumer go to the supplier first.
As others have said the retailer can't make you deal with the manufacturer but if you choose to then you are within your rights. The link to the CGA is below, it's not a very complicated piece of legislation and well worth a read.
http://www.legislation.govt.nz/act/public/1993/0091/latest/whole.html#DLM311053
deviljr: Hi guys,
I have this issue with the original battery after owning the S4 for 5 months. Now I got this phone parallel imported and rooted (knox counter and all...) so I don't see any chance I'll get a new battery replaced under warranty, so I bought an other battery off TradeMe, it looks official/legit enough. So the new battery is giving me some grief and I don't know if this is caused by the phone or the battery. Basically with the new battery every time I charge the phone to 100% the phone will automatically turn off and stay off and on some mornings the battery picture on screen shows its empty with a yellow explaination mark in a triangle next it, but if I replug the phone on charge again it'll stay the battery is full and I'm able to turn the phone on. Now because of this bulging battery issue I don't know if my S4 is faulty (possibly charging circuit fault?) or the new battery is faulty. Has any one come across this issue before? or what I should be doing to get this sorted. I'm all good with repairing/replacing parts myself but I don't really know where to start with this one... really wish I haven't rooted the phone now =/
Please note all comments are from 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 from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.
Awatere: This is happening to me, and my battery's serial number was manufactured in China and within the given range. I'm actually really pleased to finally understand why my S4 is doing this!
I've just ordered a replacement battery from TradeMe (I really don't want to be without my phone while it jaunts off to Telegistics).
Was the answer around safety ever discovered? This device and I are practically joined at the hip - is it safe to keep using it until the new one arrives, or should I dig one of my old phones out of the emergency drawer in the interim?
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