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dS
dave S

1 reviews | Active since Mar 2018

19 Mar 2018, 13:31

Faulty Galaxy S7, Samsung avoiding warranty claim

I have a Samsung Galaxy S7 which has been plagued by non-stop issues since October 2017. The phone is still under warranty until the 30/11/2018.

I attended the Samsung repair shop in Constantia but was informed that they have now moved premises and was told to go to Clearwater Mall. Once there I was informed to go to Wefix who then informed me to go to MM All Electronics which ostensibly appears to now be the official Samsung repair centre.

I informed them of the problem (phone overheats to such a point that it continuously shuts down and is therefore unusable). I have to leave the phone off for several hours so it can cool down before it is operable again, however now it just fails to turn on. I have been unable to conduct business for several hours during each day because of the defect in the handset.

Samsung informed me that because there is a crack on the screen my warranty is now void. I fail to see the correlation between a tiny crack on the screen somehow affecting the internals of the phone?.

Samsung state that I must now pay an amount exceeding R4000 to repair the phone , when the problem from the outset has been a latent defect to either the battery or other internal electronics and not the fault of the consumer.

I am absolutely disgusted in Samsung's attempt to avoid any responsibility here and I refuse to pay for something when the handset itself was faulty.

I have further had to employ the services of an attorney should this matter not be resolved to my satisfaction and will need to take this matter further to recover any damages incurred.

Regards

Dave

0
Replies (2)
dS
dave S's update19 Mar 2018, 18:07
Reviewer Update
Samsung responded through an sms message requesting that i accept the repair without even providing a quote. I then contacted them and they confirmed telephonically that they do not know what the issue is, however need my consent to continue with the repair. This is completely unacceptable!!!
dS
dave S's update20 Mar 2018, 16:18
Reviewer Update
The "official" repair shop has finally provided me with a quotation after several phone calls had to be made. They now state that the screen is faulty and have quoted me an amount exceeding R8000. The screen was working perfectly fine, it was purely an internal issue due to some faulty electronics. They have now informed me that they need to replace the screen to "enforce" my warranty. I am absolutely disgusted by this service and their blatant disregard in upholding warranty claims when the fault was purely with the device, yet i am provided with a quotation with several misrepresentations included thereon.