1 reviews | Active since Mar 2016
Samsung S5 - Hardware Fault
<p>Good day,</p> <p>My Samsung S5 mobile device starter randomly rebooting a couple months ago. Once the device starts rebooting there is no way to get the device working. The device would then randomly start working again, for long periods.</p> <p>I've attempted various software factory resets and other standard procedures including replacing the battery, draining the device battery and charging full, and removing the external memory card/SIM card.</p> <p>The device stopped working again last week after functioning fine for the last three weeks. I took the device to the nearest Vodacom store for assistance and they referred me to go directly to the Samsung store in Canal Walk.</p> <p>After performing the standard Galaxy diagnostics assessment on the device, the technician reported that there is an internal fault on the motherboard. They provided me with the attached quotation for the repair.</p> <p>I understand that the device is outside of the 2 year device warranty granted by Samsung, but I can't understand how the cost of this repair should be the responsibility of the client. This fault is an internal hardware malfunction, not caused by any user related activities, as per the technician's explanation.</p> <p>The Samsung store has referred me to this platform for further assistance.</p> <p>Please advise on how Samsung will assist with solving this problem.</p>
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Kindly note your query has been escalated to our voice of customer team under reference number: ***.
A senior customer service executive will contact you with further advise on this matter.
Regards
SamsungSA
This is to acknowledge receipt of your complaint.
Kindly note your query has been escalated to our voice of customer team under reference number: ***.
A senior customer service executive will contact you with further advise on this matter.
Regards
SamsungSA
Good day,
Thank you for the prompt response.
I am still awaiting feedback or contact from your customer service department. Please let me know when I can expect feedback.
Good day,
Thank you for the prompt response.
I am still awaiting feedback or contact from your customer service department. Please let me know when I can expect feedback.
Hi there,
Just a quick update on this. I received a call from a customer care consultant yesterday.
She was very helpful with clarifying the situation. She did however mention that it's completely "normal" for certain Samsung mobile devices to malfunction the way mine did. However, in my case, I just had bad luck to have it malfunction outside of the 2 year warranty. The consultant also mentioned that any normal wear and tear usage can result in fatal internal disrubtion or damage.
This directly implies that Samsung products aren't built to last and that the user will be responsible for this obvious lack of quality... I truly doubt that this view is shared by Samsung, in respect to the quality of their own products.
She agreed to escalate this matter to her manager, but I have yet to receive any further feedback.
Hi there,
Just a quick update on this. I received a call from a customer care consultant yesterday.
She was very helpful with clarifying the situation. She did however mention that it's completely "normal" for certain Samsung mobile devices to malfunction the way mine did. However, in my case, I just had bad luck to have it malfunction outside of the 2 year warranty. The consultant also mentioned that any normal wear and tear usage can result in fatal internal disrubtion or damage.
This directly implies that Samsung products aren't built to last and that the user will be responsible for this obvious lack of quality... I truly doubt that this view is shared by Samsung, in respect to the quality of their own products.
She agreed to escalate this matter to her manager, but I have yet to receive any further feedback.
I received the following response from the VOC Team on August 8th:
VOC Reason:
- Mr Jonathan Nel reported to Samsung Voice of Customer department requesting his devcice be repaired free of charge.
- The customer reported that his S5 mobile device started randomly rebooting a couple of months ago.
- Our records show that the device was booked in for repairs at Regenersis Canal Walk Service Center on the 29 July 2017.
- Mr Nel feels that the cost of this repair shoulnd't be the responsibility of the client as this fault is an internal hardware mal****ion, not caused by any user related activities. (as per the technician's explanation).
Decision: Samsung Electronics cannot assist with an FOC request.
Reason:
- This device was assessed by a Samsung Accredited Service Center, Regenersis Canal Walk on the 29 July 2017.
- It was found that there is an internal fault on the motherboard and customer was quoted.
- Unfortunately, due to the fact that the unit has passed the manufacturing warranty period, Mr Nel must cover the cost of the assessment and repair.
I do however find this response unacceptable. The fact that you use my argument, the fault being internal and not caused by the user, as the "Reason" for rejecting the request. After being told that this occurrence is fairly normal and common (as per telephonic discussion with a Samsung Customer Care consultant on Friday, August 4th), and that it basically just "bad luck" that my device malfunctioned outside of the 2 year warranty period. The Samsung technician couldn't even clarify the cause of this issue, stating that 'anything' could cause this to happen (e.g. plugging the device in to charge, the device slightly overheating etc.).
How can you expect me to take responsibility for the repair cost, and then expect me to support Samsung going forward. What are the chances of this exact same issue occurring in a couple of months?
I really hoped that Samsung would take accountability for the bad quality of their products. There is absolutely no reason for me to ever purchase a Samsung product if that is the level of quality that is deemed acceptable.
I received the following response from the VOC Team on August 8th:
VOC Reason:
- Mr Jonathan Nel reported to Samsung Voice of Customer department requesting his devcice be repaired free of charge.
- The customer reported that his S5 mobile device started randomly rebooting a couple of months ago.
- Our records show that the device was booked in for repairs at Regenersis Canal Walk Service Center on the 29 July 2017.
- Mr Nel feels that the cost of this repair shoulnd't be the responsibility of the client as this fault is an internal hardware mal****ion, not caused by any user related activities. (as per the technician's explanation).
Decision: Samsung Electronics cannot assist with an FOC request.
Reason:
- This device was assessed by a Samsung Accredited Service Center, Regenersis Canal Walk on the 29 July 2017.
- It was found that there is an internal fault on the motherboard and customer was quoted.
- Unfortunately, due to the fact that the unit has passed the manufacturing warranty period, Mr Nel must cover the cost of the assessment and repair.
I do however find this response unacceptable. The fact that you use my argument, the fault being internal and not caused by the user, as the "Reason" for rejecting the request. After being told that this occurrence is fairly normal and common (as per telephonic discussion with a Samsung Customer Care consultant on Friday, August 4th), and that it basically just "bad luck" that my device malfunctioned outside of the 2 year warranty period. The Samsung technician couldn't even clarify the cause of this issue, stating that 'anything' could cause this to happen (e.g. plugging the device in to charge, the device slightly overheating etc.).
How can you expect me to take responsibility for the repair cost, and then expect me to support Samsung going forward. What are the chances of this exact same issue occurring in a couple of months?
I really hoped that Samsung would take accountability for the bad quality of their products. There is absolutely no reason for me to ever purchase a Samsung product if that is the level of quality that is deemed acceptable.