1 reviews | Active since Sept 2026
Samsung Refuses CPA Section 56(3) Refund After Immediate Post-Repair Display Failure
I am lodging this public complaint regarding Samsung South Africa’s refusal to honor statutory consumer rights under the Consumer Protection Act (CPA) following a failed repair. Device Details: Samsung Galaxy Z Flip 512GB Black (IMEI: 358054******192). Facts & Timeline: Initial Defect & Warranty Acceptance: The device developed a critical inner display fault near the 6-month mark. Samsung acknowledged the failure and accepted the phone for an official warranty repair (Service Order *** / ***). Immediate Failure Post-Repair: Upon collecting the phone, the replacement screen failed after opening the device approximately 5 times. A line appeared across the crease, and the bottom half of the display went blank and began flickering violently. Verification: The device was re-booked through an official Samsung-authorised service repair centre (Job ***4) to formally document and verify the immediate hardware failure. Legal Breach & Escalation: Under Section 56(3) of the CPA, if a supplier repairs a product and within 3 months the failure/defect is not remedied or a further failure occurs, the supplier MUST replace the goods or refund the price paid ( x amount). The choice of remedy belongs strictly to the consumer. Samsung Executive Management (***) continues to refuse a refund. A formal statutory non-compliance complaint has been officially registered with the National Consumer Commission (NCC ***/06/0138) and the Consumer Goods and Services Ombud (CGSO) for investigation and enforcement, supported by policy cover under Scorpion Legal Protection (Membership: SL-***).
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
SamsungZA
:^NM
Thank you for bringing your query to our attention, we apologize for any inconvenience that this may have caused.
We have noted your concerns and we are currently investigating the matter further.
Your complaint has been assigned to our escalations department and we will be in contact with you.
Kind Regards,
SamsungZA
:^NM
Your concerns have been duly noted
We have addressed your concerns in the order they were raised, and our Voice of Customer Advisor we'll be in contact with you.
Thank you for your patience and understanding.
Kind Regards,
SamsungZA
NM
Your concerns have been duly noted
We have addressed your concerns in the order they were raised, and our Voice of Customer Advisor we'll be in contact with you.
Thank you for your patience and understanding.
Kind Regards,
SamsungZA
NM
- Samsung Executive Escalation / Case Ref: ***
- Samsung Executive Escalation / Case Ref: ***
Section 56(3) of the South African Consumer Protection Act (CPA) protects consumers when a repaired item fails again.
Core Rule
If an item is repaired and, within 3 months, the issue is not fixed or a new defect appears, the supplier must offer the consumer their choice of:
A full refund, or
A brand-new replacement. This phone showed the same defects within the first hour of getting the phone back.
Section 56(3) of the South African Consumer Protection Act (CPA) protects consumers when a repaired item fails again.
Core Rule
If an item is repaired and, within 3 months, the issue is not fixed or a new defect appears, the supplier must offer the consumer their choice of:
A full refund, or
A brand-new replacement. This phone showed the same defects within the first hour of getting the phone back.