Samsung Customer service awful.

[garyh]

Sorry to hijack this thread, but I'm after a bit of advice.

Basically I bought a monitor a few weeks ago, and it arrived with a dead pixel on the screen. I contacted the original retailer (it was an online order) but they decided that they wanted to charge me a restock fee to exchange the item.

Instead I decided to contact LG (the supplier of my monitor) and asked them if they would exchange the monitor under warranty - they quickly sent an email back which said the following;

Thank you for your email. Our warranty on monitors involves the unit being exchanged at the customer’s premises. This is organised directly through LGE Wales on 0870 872 1222 or via email: [email protected] However, please be advised that the warranty exchange unit is not a new monitor, it will be a reconditioned one

OK - fair enough I thought.. so I rung them the next day, and organised an exchange on my monitor explaining the faults I had.. they agreed to swap the unit and deliver me one a few days later..

It arrived 2 days later.. only to turn up as the model down from the one I had before with a much slower responce time, not only that, it came with a major fault involving large gamma haze across the screen. I rung LG and asked for another replacement, to which they agreed.. this time they sent me out a 19" model of the 17" I originally had, without asking me. If i wanted a 19" I'd of paid for one, the fact is it is the same res as a 17" which is why i choose the one I did (I like small text) - again the monitor came faulty too!! this time with a large dark spot at the top of the screen.

I rung, kicked off and they said they no longer had any replacements for my monitor.. to which I kicked off at, and they rung me later on that day to tell me they had managed to find one and it was in PERFECT condition.. I was a little suss.. I asked if it was the one I had previously sent back, to which they replied "No" and then I continued to ask "does it have any dead pixels?" to which they replied "No"... low and behold.. I got it today.. AND IT'S MY ORIGINAL MONITOR with the SAME DEAD PIXEL and what's more, it's got a scratch on it now !!!

Now the question is; where do I stand as a consumer? They've now put me out of my exchange policy with the original retailer.. and are now saying they will no longer exchange my monitor. I find this quite literally unacceptable.. they've ran me around in circles and just gave me my original monitor back - I'd of just paid the restock fee if I'd of known

 

[Sharkypal]

Sorry to hijack this thread, but I'm after a bit of advice.

Basically I bought a monitor a few weeks ago, and it arrived with a dead pixel on the screen. I contacted the original retailer (it was an online order) but they decided that they wanted to charge me a restock fee to exchange the item.

Instead I decided to contact LG (the supplier of my monitor) and asked them if they would exchange the monitor under warranty - they quickly sent an email back which said the following;



OK - fair enough I thought.. so I rung them the next day, and organised an exchange on my monitor explaining the faults I had.. they agreed to swap the unit and deliver me one a few days later..

It arrived 2 days later.. only to turn up as the model down from the one I had before with a much slower responce time, not only that, it came with a major fault involving large gamma haze across the screen. I rung LG and asked for another replacement, to which they agreed.. this time they sent me out a 19" model of the 17" I originally had, without asking me. If i wanted a 19" I'd of paid for one, the fact is it is the same res as a 17" which is why i choose the one I did (I like small text) - again the monitor came faulty too!! this time with a large dark spot at the top of the screen.

I rung, kicked off and they said they no longer had any replacements for my monitor.. to which I kicked off at, and they rung me later on that day to tell me they had managed to find one and it was in PERFECT condition.. I was a little suss.. I asked if it was the one I had previously sent back, to which they replied "No" and then I continued to ask "does it have any dead pixels?" to which they replied "No"... low and behold.. I got it today.. AND IT'S MY ORIGINAL MONITOR with the SAME DEAD PIXEL and what's more, it's got a scratch on it now !!!

Now the question is; where do I stand as a consumer? They've now put me out of my exchange policy with the original retailer.. and are now saying they will no longer exchange my monitor. I find this quite literally unacceptable.. they've ran me around in circles and just gave me my original monitor back - I'd of just paid the restock fee if I'd of known

I feel your pain. These ******* are getting away with far too much. Im sure they would have tried to get rid of me with a refurb by now but I had told them when I first contacted them that a refurb would be refused at the door.

I will run Samsung's name into the ground if they don't fix my problem. I have a friend in the press who has already agreed to look into my case. I suggest anyone with similar problems with any of these companies that have lacklustre support and warranty take a very hard line so that we send a clear message that this sort of **** will not be tolerated.

S

 

[Imy]

Does watchdog still come on tv?

 

[DasFruitMachine]

Well if it's any consolation I won't be buying any samsung stuff in future due to this thread.

 

[Sharkypal]

Well if it's any consolation I won't be buying any samsung stuff in future due to this thread.

It is a consolation my friend. Anything I can do to save you the hell I am experiencing now is doing us both a favour.

S

 

[cavemanoc]

Now the question is; where do I stand as a consumer? They've now put me out of my exchange policy with the original retailer.. and are now saying they will no longer exchange my monitor. I find this quite literally unacceptable.. they've ran me around in circles and just gave me my original monitor back - I'd of just paid the restock fee if I'd of known

Hmmm... that's a tricky one, and the honest answer is I'm not sure. If you'd dealt direct with your retailer from the start then I'm pretty sure you would still be within the 7 day Distance Selling Regulation as you had only just received your goods (albeit that you've 'seen' them before )

I suspect that by going direct to the manufacturer you've excused the retailer and will have to continue your battle with the manufacturer. I'll start by saying that you were bloody lucky to get them to exchange at all - under the accepted practice, 1 dead pixel is not a defect, and the monitor is considered perfectly adequate. If you like I can dig out the rules but it is something like 3 dead and 7 lazy. So kudos for the initial blag!

That said - you now have a genuinely defective monitor (the scratch - and for god's sake, start taking photos of them so you've got proof ) Just keep sending them back until the agree to give you a full refund. (If they cannot repair/replace then they have to refund - so keep pushing - it's all in the text I quoted above!)

Be firm - do they arrive with the monitor and install or is it a courier - either way, you can reasonably check the goods when the arrive - if they're unacceptable - don't accept them - send them back. Then, as I suggested above - write a letter, state your case, list your reasonable demands, set a deadline, then if they're still failing - take them to small claims!

NOTE: Even if you payed for a 'dead pixel check' this probably wouldn't have covered your's which I suspect is not dead, but lazy (always on one colour?) I read on of the etailors policy on 'pixel checking' and it basically checked that your statutory rights were applied

 

[Sharkypal]

**Update**

So I finally got a supervisor to call me back on Thursday. He promised me he would send me a loaner and that it would arrive at some point on Friday. He even e-mailed me with a confirmation that it had been sent. Guess what? No monitor.

These guys are truly unbelievable.

S

 

[cavemanoc]

What did your lawyer say? If you don't want to spend any cash the CAB have advisers that will talk you through the Small Claims process free of charge - might be worth popping into your local one - you have more than enough of a paper trail now to stop playing their game!

 

[Sharkypal]

What did your lawyer say? If you don't want to spend any cash the CAB have advisers that will talk you through the Small Claims process free of charge - might be worth popping into your local one - you have more than enough of a paper trail now to stop playing their game!

Their game is over on Monday. I have issued them with a one day ultimatum on the advice of my counsel. Basically I have told them that I want a cheque for the full price of the monitor (incl VAT) that is to be dispatched on Monday by courier. If they do not comply, proceedings will be initiated against them and I have a friend in the press who will write a story about how Samsung treats disabled customers.

They were warned.

S

 

[cavemanoc]

Oooooooo... Juicy - make sure you keep us up to date - this kind of stuff is always a great education that can be used against any sub-par suppliers/manufacturers

 

[MatzeR]

awww *****.

I wish i had read this before I i went shopping.

Was recently shopping around for a new monitor.

Decided on the Samsung SyncMaster 940BF 19".

Arrived, And on the 2nd day of use, I noticed a dead pixel dead centre of the screen, And the thing was Ghosting like mad, Something i had never noticed on my previous 17" Office world 'Vizitron'

So much for a 2ms monitor.

I went though the online forms on the retailing site, to arrange a RMA. They're coming out on monday for it.

Seriously looking forward to messing about with them now >.<.


heh, The one time i DONT buy from OCUK. and its defective. All for the sake of a few ££ saving.

 

[cavemanoc]

You got vsynch enabled? - not enabling it causes what looks like ghosting - nice easy fix!

 

[MatzeR]

yeah mate Vsyncs on.

that wouldnt affect the Icons in standard windows usage would it though?

 

[Sharkypal]

awww *****.

I wish i had read this before I i went shopping.

Was recently shopping around for a new monitor.

Decided on the Samsung SyncMaster 940BF 19".

Arrived, And on the 2nd day of use, I noticed a dead pixel dead centre of the screen, And the thing was Ghosting like mad, Something i had never noticed on my previous 17" Office world 'Vizitron'

So much for a 2ms monitor.

I went though the online forms on the retailing site, to arrange a RMA. They're coming out on monday for it.

Seriously looking forward to messing about with them now >.<.


heh, The one time i DONT buy from OCUK. and its defective. All for the sake of a few ££ saving.

I feel your imminent pain.

S

PS : Luckily you are still covered by the distance selling act mate. If it is less than 7 days you can get a full refund.

 

[Mr Latte]

Nah, I'm not going to "chill out". It's that attitude that lets them get away with stuff like this. I cannot believe how bad their support is. I've seen bad support before but this is beyond a joke. They told me 1-5 days over 2 weeks ago

S

Its tough yes and frustrating...

However the attitude you show here if thats the attitude you use then DEMANDING wont get you anywhere. At the end of the day your dealing with people and its here were some tact is required.

First of all you ask / dont demand, you be polite but firm and you get the name of someone thats best to deal with the situation. Also remember its not going to get sorted immediately. Sorry but 1-2 months could be a reasonable replacement time, although i agree i would want a new model considering its only two months old.

You guys seem to have no idea on the volume of "returns" involved with electrical/brown goods, its true Samsungs strenghs are not in its returns and this includes retaillers trying to be credited for faulty goods.

If your the nasty type then go to a local dealer (large electrical store perhaps best) Purchase another by cash, do a switch and go back for a refund. Its not very nice on the store but this is known to happen, if the staffs as daft as most of the large electrical stores youll get away with it...

If you dont your in more bother....

Joking aside i hope you get sorted soon.

 

[Sharkypal]

Its tough yes and frustrating...

However the attitude you show here if thats the attitude you use then DEMANDING wont get you anywhere. At the end of the day your dealing with people and its here were some tact is required.

First of all you ask / dont demand, you be polite but firm and you get the name of someone thats best to deal with the situation. Also remember its not going to get sorted immediately. Sorry but 1-2 months could be a reasonable replacement time, although i agree i would want a new model considering its only two months old.

You guys seem to have no idea on the volume of "returns" involved with electrical/brown goods, its true Samsungs strenghs are not in its returns and this includes retaillers trying to be credited for faulty goods.

If your the nasty type then go to a local dealer (large electrical store perhaps best) Purchase another by cash, do a switch and go back for a refund. Its not very nice on the store but this is known to happen, if the staffs as daft as most of the large electrical stores youll get away with it...

If you dont your in more bother....

Joking aside i hope you get sorted soon.

I've been polite and tactful up until my last e-mail (and even it was polite, just worded firmly). Here is what I got for my trouble :

1st - Was told 1-5 days for swap out.

Nothing Happened!

2nd - Was told it would be sorted out in "a day or so".

Nothing happened!

3rd - Was promised a temporary loan monitor. (was even sent an E-mail confirming it had been dispatched)

Nothing happened!

4th - Was promised numerous callbacks.

Nothing happened!

So how long should I put up with their nonsense for? I'm not trying to be rude to you but that attitude just makes it easier for these guys to do this type of thing.

1-2 months? Are you joking? The law allows them 30 days to provide a new replacement (Or comparable alternative), repair or a refund. This is a £500.00 monitor that I bought less than 2 months before it stopped working.

I won't be lied to and I wont be made a fool of. I didn't pay £500.00 to be fobbed off by Samsung. They said 1-5 day swap out and many other things and not one of them has been true so far. Please yourself if you are willing to wait 1-2 months while being constantly lied to about the status of your replacement. There are other companies out there that do honour their warranty obligations to customers. Samsung would do well to follow their examples.

S

 

[Mr Latte]

So youve contacted your local "Trading Standards Officer" and explained to them and then got them to contact the person who is meant to be dealing with YOUR replacement?

Blabbing on forums regards putting companies down does not help the situation for you. Personally id of been back to the retailler/etailler i got it from , yes it was over the 30 days that they normally provide an exchange for but a good retailler would have helped you out as no doubt they will have their own regular returns (all types of products) that will need credited and if the monitor you purchased is a current non exdemo B stock or discontinued item.

Its still not a problem soley related to Samsung and ive had my last 6 monitors all been Samsung with 1 faulty item that was replaced by the supplier within its 2nd month too, the name i cant mention here but they only even offer email support however it was dealt with and replaced within a week.

All i can say is perhaps youd of been better barking up the tree of the place you purchased it from. This may/would have been easier and tut tut on whoever it was if they left you in the cold passing the buck for the sake of an extra month, at least you know not to shop their again eh...

btw the law says many a thing but it doesnt always go by the book im afraid.

 

[Mr Latte]

If your that mad order another and send back your faulty one to the place you bought it. Tell them everything you went through and that your not accepting it...

-------------
Regards dead pixels your entitlement as a consumer and the long distance selling act allows you to return a product if returned in the condition it was received within approx 1 week.

YOU SIMPLY DO NOT MENTION A DEFECTIVE PIXEL AS THE NATURE OF RETURNING THE PRODUCT. YOU CAN RETURN IT FOR THE SIMPLE REASON YOUR NOT SATISIFIED WITH IT.

Once you mention anything regards pixels then your trapped by the policies the etailler has regards these products or the allowances the manufacturer sees as still satisfactory before being deemed faulty.

 

[Sharkypal]

If your that mad order another and send back your faulty one to the place you bought it.

Tell them everything you went through and that your not accepting it...

Try dealing with OcUK after 7 days. All they'll do is tell you to go to the manufacturer. I don't think you've been through this somehow. I appreciate the things you are saying but I would prefer that you do not refer to my frustration as "blabbing".

S

PS : The problem is you seem unaware of the actual legalities concerning this (or I am being badly misinformed). OcUK does not provide warranty. They are only bound by the distance selling act AFAIK. I have contacted them and they basically told me its not their problem.

 

[Mr Latte]

If you got it here then blabbing on here is and has not helped you. If anything expect to see the thread get shut down.

Im sure the companies policies for returns are posted quite clearly on this site. These are their conditions for selling. If you have been told to go the long road and deal with it yourself then your choice to shop elsewhere in the future is yours but if this is the policy its what you agreed too, so no wrong has been done in their part.

As for me not being aware or in this situation before, let me tell you at one stage several years ago i gave this company over 5k sales in a year and had a non-replacement situation with a £299 graqphics card, how was i dealt with like you i wsnt getting a replacement and it could be sent to the manufacturer, bla bla bla.

3 Years on I still have it here and it makes a nice but expensive paperweight, but in the end ive leant to shop elsewhere with better support, that my choice, i got over it. Me like you have a choice but im not going to bad mouth a company on its own boards. See the rules its also not permitted.