Samsung Warranty - warning!

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Jorge2

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#190843 14-Jan-2016 12:01

I purchased a Samsung S6 G920F Global model from a NZ supplier. Within 2 weeks the back key started working by itself, repeatedly clicking and taking me out of any open app. It even continued clicking after it returned to the home screen.
I took it to the Samsung repair centre who refused to do anything as, although it had been bought in NZ, it wasn't a model that Samsung officially sells in NZ. The warranty wording is "This Limited Warranty is valid and enforceable in the country where you have purchased the Product, provided that (i) SAMSUNG has intended the Product for resale in that particular country and (ii) SAMSUNG Warranty Service is available in that particular country."
The supplier took it back for repair (2 weeks) but the same problem occurred when it was returned to me. They have now refunded me. Two months wasted with repeated factory resets, safemode tests, ...

It seems that although Samsung is a global supplier they don't provide a warranty that is suitable for people who work / travel in multiple countries and might need service in a country other than where they purchased their device.

Conclusions:
If you wish to purchase a Samsung, then buy the NZ model G920I.
Beware of parallel importers.

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#1470716 14-Jan-2016 12:13

Jorge2: I purchased a Samsung S6 G920F Global model from a NZ ~~supplier~~ retailer.

Fixed that for you.

michaelmurfy

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#1470719 14-Jan-2016 12:16

NZ retailer? CGA has got your ass. Lodge a claim with the retailer and hope you don't have to fight too much.

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gzt

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#1470721 14-Jan-2016 12:20

The ~~supplier~~ retailer took it back for repair (2 weeks) but the same problem occurred when it was returned to me.

I think I can accurately guess that retailer as can other Geekzone members.

sidefx

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#1470722 14-Jan-2016 12:20

michaelmurfy: NZ retailer? CGA has got your ass. Lodge a claim with the retailer and hope you don't have to fight too much.

Looks like op has already done this:

The supplier took it back for repair (2 weeks) but the same problem occurred when it was returned to me. They have now refunded me.

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johnr

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#1470724 14-Jan-2016 12:22

@Jorge2 your beef is with the retailer not SamsungNZ, Heard the same story soooooooooo many times

gzt

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#1470732 14-Jan-2016 12:30

Jorge2: It seems that although Samsung is a global supplier they don't provide a warranty that is suitable for people who work / travel in multiple countries and might need service in a country other than where they purchased their device.

Not always. Depends on many things. Always check the specific warranty conditions for the product before purchasing.

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sbiddle

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#1470785 14-Jan-2016 13:16

Global warranties are an exception, not a norm in the low margin mass market consumer electronics market these days.

Other than a few laptop vendors who offer such an offer typically for corporate products you won't find it pretty hard to find any big company offering such warranties now. I'm not aware of any cellphone manufacturer who offers a global warranty on their products.

trig42

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#1470789 14-Jan-2016 13:20

sbiddle: Global warranties are an exception, not a norm in the low margin mass market consumer electronics market these days.

Other than a few laptop vendors who offer such an offer typically for corporate products you won't find it pretty hard to find any big company offering such warranties now. I'm not aware of any cellphone manufacturer who offers a global warranty on their products.

Apple?

michaelmurfy

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#1470816 14-Jan-2016 13:35

sidefx:
michaelmurfy: NZ retailer? CGA has got your ass. Lodge a claim with the retailer and hope you don't have to fight too much.

Looks like op has already done this:

The supplier took it back for repair (2 weeks) but the same problem occurred when it was returned to me. They have now refunded me.

I post on this forum not knowing how to read. I don't know how it is possible.

Jorge2

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#1470819 14-Jan-2016 13:36

The NZ supplier/retailer did claim that I had voided the CGA by using the phone for business. i.e. receiving business emails and calls!
I politely told them that they were wrong.
They claimed that it was some app I had installed that caused the problem.
I ran it in safe mode and replicated the problem.
I did a factory reset and replicated the problem.
I had to provide video evidence of the phone's behaviour.
They then agreed to refund me.

RunningMan

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#1470829 14-Jan-2016 13:43

So what's the problem?

You bought a phone which turned out to be faulty, and the retailer has complied with their CGA obligations and refunded it. Sounds like a good result.

This is the same with all parallel imported products - it's pretty rare for the official supply channel to provide any sort of backup or support for something they didn't supply. It's one of the trade-offs for cheaper goods.

EDIT: Grammar

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Jorge2

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#1470835 14-Jan-2016 13:49

RunningMan: So what's the problem?

You bought a phone which turned out to be faulty, and the retailer has complied with their CGA obligations and refunded it. Sounds like a good result.

This is the same with all parallel imported products - it's pretty rare for the official supply channel to provide any sort backup or support for something they didn't supply. It's one of the trade-offs for cheaper goods.

The only problem was wasting 2 months with a phone that wouldn't work. The retailer only reluctantly complied with their CGA obligations.
I posted so others can be aware of the warranty problems with parallel imports.

RunningMan

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#1470842 14-Jan-2016 13:56

Jorge2: 2 months with a phone that wouldn't work. The retailer only reluctantly complied with their CGA obligations.
I posted so others can be aware of the warranty problems with parallel imports.

Fair call, I can appreciate it was probably a huge hassle to deal with, having been in a similar situation before. Just sounds like it's not a problem with the warranty or the company that made the phone, but with the specific retailer you bought it from.

michaelmurfy

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#1470845 14-Jan-2016 13:58

Jorge2:
RunningMan: So what's the problem?

You bought a phone which turned out to be faulty, and the retailer has complied with their CGA obligations and refunded it. Sounds like a good result.

This is the same with all parallel imported products - it's pretty rare for the official supply channel to provide any sort backup or support for something they didn't supply. It's one of the trade-offs for cheaper goods.

The only problem was wasting 2 months with a phone that wouldn't work. The retailer only reluctantly complied with their CGA obligations.
I posted so others can be aware of the warranty problems with parallel imports.

Here is a current example of your case with a laptop I have:

I have currently got an Alienware 14 that has some serious problems meaning I can't use it. It has been through 2 repairs which has both caused damage to the laptop + caused it to not work at all. The repair tech didn't even reapply thermal grease to it and even used the incorrect screw to remount the SSD causing it to cease functioning (causing me loss of data which is exempt from the repair but still a right pain as it is caused by their carelessness).

So far, emails have been going back and forward for over 2 months. I get fobbed off when I call them, and now I think they've simply started ignoring me hoping I forget about it or buy a new one. It happens with all products so just be thankful your phone is not a $3500 product of which the retailer are absolutely useless at providing any decent form of customer support. Whilst I agree 2mo is a long time to wait for a refund the retailer in your case did the right thing rather promptly.

gzt

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#1470867 14-Jan-2016 14:19

Jorge2: The NZ supplier/retailer did claim that I had voided the CGA by using the phone for business. i.e. receiving business emails and calls!
I politely told them that they were wrong.
They claimed that it was some app I had installed that caused the problem.
I ran it in safe mode and replicated the problem.
I did a factory reset and replicated the problem.
I had to provide video evidence of the phone's behaviour.
They then agreed to refund me.

Short story: This importer minimises or eliminates service costs and generally just hopes the problem will go away. Overall a good outcome but what a waste of time.

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