Which brand has the best customer service /after sales /warranty policy?

cheesyboy · 20 Sep 2016 at 13:04

Used the Sony warranty repair a few weeks ago.

Had a self-cracked screen (single crack), and a failed power button on my Z1C (14 months old). Posted (to SBE Ltd) on the 23rd August, they confirmed receipt on the 25th, told me there was a delay at some point, then told me it was on its way back on the 1st September, received on 5th.

Dazzy · 20 Sep 2016 at 16:37

lmfy2k said:
just had a call from Samsung store, first one in 3 weeks

they say there are others waiting for s7 edge parts too and looks like they will not get the parts in before the 28 days is up

they are about to write to head office to start the ball rolling on getting replacements authorised.

it will be 4 weeks on Sunday.

Can you not just demand a refund given how longs it been? 3.5 weeks is certainly pushing what is "reasonable".

lmfy2k · 20 Sep 2016 at 17:03

Dazzy said:
Can you not just demand a refund given how longs it been? 3.5 weeks is certainly pushing what is "reasonable".

To be fair it wasn't bought from them, I just went there as they are Samsung service centre

glenimp617 · 21 Sep 2016 at 13:49

Dandle said:
When I had a original HTC one HTC were terrible for repairs and the phone went back twice as it came back in worse condition that it went. Motorola on the other hand were very good the once I used them and the phone was back as new condition in under a week.

oh snap!

same thing happened to me, yet they blamed me for it :eek:

will never buy another HTC phone again

lmfy2k · 25 Sep 2016 at 16:10

Went into Samsung today. As it's 28 days since they have had my s7 edge gold to fix the charger port

Was told there is a world wide shortage of parts for the gold and I need to wait longer.

Queue was huge for the support desk and only 2 people serving, utter shambles.

I'm no closer to finding out if or when they will give me a replacement.

Shocking Samsung support

lmfy2k · 26 Sep 2016 at 13:10

so, emailed CPW complaints today with the full story of what's been going on

got a reply:

Given the inconvenience caused and your concerns I have escalated the issues and have forward your complaints to both the branch and regional manager and have requested that you are contacted as soon as possible.

lets see what transpires of this

stoosh · 26 Sep 2016 at 13:18

^I hope something good comes of this Mate.

The way your repair was handled up until now is a complete joke. :eek:

lmfy2k · 26 Sep 2016 at 13:21

stoosh said:
^I hope something good comes of this Mate.

The way your repair was handled up until now is a complete joke.

Thanks mate

Little did i know the Samsung Branded shop in Manchester is just CPW in disguise!

stoosh · 26 Sep 2016 at 13:28

No worries Mate.

Unfortunately all the Samsung shops are CPW in disguise - well the one in Oxford Street certainly is.

I guess this experience will make you think twice about buying a Samsung device again?

lmfy2k · 26 Sep 2016 at 14:26

stoosh said:
No worries Mate.

Unfortunately all the Samsung shops are CPW in disguise - well the one in Oxford Street certainly is.

I guess this experience will make you think twice about buying a Samsung device again?

still not sure yet

Fallen god · 26 Sep 2016 at 14:45

Google, Apple, Amazon. Those 3 are above everything else, super easy returns and replacement. Google was the best as the replacement had its own warranty.

stoosh · 26 Sep 2016 at 14:51

lmfy2k said:
still not sure yet

Haha I'm sure when the S8 or Note 8 come out next year your interest will be raised again

Feronix · 26 Sep 2016 at 15:55

CPW does quite a bit with franchise shops. There's also carrier branded ones.
On the flipside, the Samsung repair centres within the CPW stores are actually owned by Samsung and ran by their employers, CPW have very little to do with that.

This however is just... pure disappointment. Hope your issues get resolved soon mate.

Disco_P · 26 Sep 2016 at 20:17

SonyCare UK was very good for me. Headphone jack was broken for 3 pole headphones, sent it off Monday and all the internals got replaced. Got it back on Friday. Postage paid for both ways.

Warranty continued on from the original purchase date of the device.

lmfy2k · 29 Sep 2016 at 11:01

just had call from Samsung store, they now have my replacement in store

collecting it after work,

32 days total wait. :/

Feronix · 29 Sep 2016 at 12:03

lmfy2k said:
just had call from Samsung store, they now have my replacement in store

collecting it after work,

32 days total wait. :/

For a charging port... unacceptable imo.

uvarvu · 29 Sep 2016 at 12:36

I ******* loathe micro USB and I've seen how the ports degrade over time. I bought some charging pads for my edge so I hopefully won't have to use the port.

thecremeegg · 29 Sep 2016 at 12:43

I'd say Google are good. Sent back my Nexus 10 twice for the screen and on the third time then didn't bother collecting the old one so I got one free

Feronix · 29 Sep 2016 at 13:09

uvarvu said:
I ******* loathe micro USB and I've seen how the ports degrade over time. I bought some charging pads for my edge so I hopefully won't have to use the port.

True but the problem is that there's no proper replacement. Okay, the USB-C thing is nice cause it's reversible but it still has the fragile little lip in the middle.

The lightning connector is more convenient in that sense, but when I worked at CPW a LOT of iPhone users came in with the problem that their iPhones wouldn't charge anymore. After quick inspection it was nearly always because dust and dirt had built up inside the charging port.