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Nikshay P

1 reviews | Active since Dec 2020

23 Dec 2020, 13:39

Unfair warranty void.

Hi there, I am experiencing some difficulties with getting my Samsung A51 dual sim repaired which should have been covered by the warranty. I had purchased the device in May 2020 from Incredible Connection(Online. On the 15th of December, I experienced an issue where the phone did not accept any charge. I then assumed that the cable was faulty which I then replace, and the issue was not resolved. Just to save you the trouble, I had tried to troubleshoot the issue on my own as I am well versed in terms of hardware infrastructure as I work in that environment. I then concluded that the device was indeed faulty. On the same day, I had gone to Incredible Connection(Gateway) to book my phone in for repairs. Before the phone was handed in for repairs, it was inspected and the technical person at Incredible Connection (Gateway) then confirmed that the warranty should cover it. The technical person's name is Thami. On the 22nd of December was the first contact I had received after dropping of the device for repair. I was then told that since there was a small crack at the back of the camera the warranty was void. Please bear in mind, that the glass was slightly cracked(hairline), and the physical hardware of the camera was working 100% fine. I do understand that the warranty will not cover accidental damage etc. according to your terms but that was not the reason as to why the phone was booked for repairs. If the charging capabilities were compromised because of the crack. I have the right to request evidence as to that was the reason why the warranty was void. I would also like to inform readers that I am well versed in terms of the consumer protection act and I will be more than willing to take Samsung Electronics to court if my issue is not resolved. I find it highly unfair to not explicitly specify in the Warranty Card that comes with your phone, that any cosmetic damage will result in the warranty void. Highly disappointed after being a loyal Samsung Customer for a number of years.

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Replies (1)
Samsung South Africa
Samsung South Africa's reply23 Dec 2020, 13:42
Official
Good Day Nikshay, 

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. 

Regards 
Samsung ZA
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