Samsung do not honor their warranty

I am appalled with the Samsung Brand and aftermarket service at the moment. It would appear that Samsung warranty claims are now being outsourced to third party vendors such as weFix who is acting like insurance accessors to find reasons for Samsung not to honour the warranty which was included in the purchase price of my Samsung S6 Edge phone.

The events unfolded as follows. On the 29.08.2018 I booked my Samsung S6 Edge for repairs (camera not focusing when taking pictures) at Samsung Tygervalley. I received a report on the 02.10.2018 from weFix Canal Walk and quoted R4307, 01 and the report stating “Dropped, damaged, warranty voided”. Not satisfied with the report given I then requested a technical report (this mail was sent on the 03.09.2018) so that I could understand how weFix came to the conclusion that the cellular phone has been dropped.

On the 06th.09.2018 weFix sent a technicians report with pictures stating the phone has sustained physical damage hence them voiding the warranty. Besides three scratches on the phone, the phone is in perfect physical condition. For the Wefix technicians to come to this conclusion without conclusive evidence of their assertions is callous and bring into question the integrity of Samsung as a brand. I have viewed various technical blogs on the internet where “blurry camera” issues with the Samsung S6 is quite common (https://thedroidguy.com/2018/09/how-to-fix-samsung-galaxy-s6-blurry-camera-focus-problems-other-camera-related-issues- ********** ). The auto focus issue is even prevalent on the Samsung US website (https://us.community.samsung.com/t5/Galaxy-S8-Questions-and-Answers/Camera-Not-Focusing-and-Blurry-Photos/td-p/103058/page/2). It thus stands to reason that this auto focus is either a software or manufacturing defect affecting some S6 phones.

I mailed the Samsung brand manager Wayne Peters on September 19, 2018 at 13:41pm , he responded the same day 16:22pm requesting the "We Fix" job number, and I rep**** to his request at 17:28pm.

Mr Peters then mailed me the following 8 days later,

"Good Afternoon Shaun, Apologies for the delayed response. As indicated I have investigated the matter with weFix and inspected the device myself. The reason for the warranty void is as a result of impact damage – as indicated by weFix. I can confirm that finding – I too have found impact damage on the device and as such we cannot repair the unit under warranty. Impact damage does void the warranty on the device and it is for this reason that weFix have quoted for a repair. The warranty void due to impact damage is Samsung repair policy. The repair can still be carried out to Samsung standards, but unfortunately this cannot be done under warranty. I can once again confirm that weFix Canal Walk is an authorised Samsung Service Partner. Thanks, Wayne Peters. Service Manager.", I returned Mr. Peters mail and received no response until present.

What Mr. Peters and WeFix fail to understand is the internet links I supp**** above are articles about the S6 Edge camera failure . Mr. Peters Samsung's brand manager has just proven that Samsung will do anything not to honor their warranty, it would be appreciated if Samsung South Africa get back to me with this, if not they just lost a loyal customer.