Samsung Customer service awful.

Mr Latte said:
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.
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.

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.
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Well, I e-mailed them twice and both times they told me they could do nothing. I did some research and that seemed true. If I find out it's not the case, I will never shop at OcUK again. I have spent £7k there in the last year. I'm sure there are those who have spent double or triple that but its still a fair amount.

I have not "hurt" my case at all because the problem with the monitor is not dead pixels. It is a line that runs the vertical length of the screen and is a dark shade of purple.

Nothing I have said here has compromised my position. If the liability falls on OcUK (which I still don't think it does) then they will be held accountable.

S
 
You live and learn mate, sometimes its not nice but these guys will not tollerate talk of individual customer orders or problems.

Oh btw the dead pixel thing is not in reference to you, some people just dont think. My advice was not to mention anything about pixels when wanting to arrange a self paid return posting, if you find the product unsuitable or unsatisafactory or youve even changed your mind "keywords" is all you have to say...

PS dont blame Samsung, their not alone in offering poor customer support, theirs more companies out their that fail in this respect than actually meet the demands most consumers deserve/require.

I put it down to bad management nothing else...

Good luck...
 
Talk to OCuk again, they should at least try and get someone to contact you or advise you to contact a certain person that may be able to actually deal with the problem.

From personal experience i learned it doesnt matter if you buy a £5 item or £5000 worth of stock you get treated the same, this shouldnt be but thats how it was and maybe still is...
 
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Mr Latte said:
Talk to OCuk again, they should at least try and get someone to contact you or advise you to contact a certain person that may be able to actually deal with the problem.
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Thanks for the advice mate, have a great weekend!

S
 
All retailers are bound by the Sale of Goods Act (1979) and in some cases (Like this one) the Consumer Protection (Distance Selling) Regulations 2000. Nothing they put in their contracts/on the website/on the wall in the loo can change your rights under the act. You cannot diminish statutory rights through contract.

Questions/Points? ;)

Sharky - you are doing the right thing - Firm/Polite/and know what you want to achieve. It happens to your timetable not theirs - and if you're not happy - it costs very little to go to small claims - even if you lose it'll be an invaluable experience and put the woolies up the Manufacturer! (Especailly if your mate gets you a good section in the local paper ;) )
 
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/Rant off

There is a fantastic site Here that gives you some very useful information on your rights, and more importantly advises on how to proceed with your claim in a practical manner (they'll even do it for you ;) )

I found this in their electronics section relating to an online retailer, so probably apy in this case (no it wasn't OcUK whom I have to say I've always had good experiences with :D )

When you buy goods you enter into a contract with the retailer under The Sale of Goods Act. This Act sets down the rights of the consumer versus the retailer and together with some other Acts (Trade Descriptions for example) represent your statutory rights. It is worth familiarising yourself with your statutory rights (you can read about them in summary or in detail through our Know Your Rights section).Here are some basic guidelines:
- Your complaint should be made as soon as possible as it may become more difficult to prove over time. However, you legally have up to 6 years after which you cannot complain to a retailer. In the meantime your rights to a refund may diminish but they do not disappear (although this obviously depends on the goods in question).
- A retailer cannot refuse to refund obviously faulty goods and so you should not accept a credit note if offered.
- You should try and provide some form of proof of purchase although it need not be a receipt, a credit card statement for example, should suffice.
- It is the retailer and not the manufacturer who is responsible for the goods supplied.
- Although some retailers offer refunds you are not legally entitled to a refund if you simply change your mind. However in this case you could ask for an exchange or accept a credit note.
- If the goods cost more than £100 and you have bought the goods using a credit card, you may have additional rights.

Plenty of links to further information have been given below if you are unsure of the procedures outlined here.
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Please, please, please have a good read of the info on their site, it is very accurate/relevant/informative and the more of us that use this kind of approach the more manufacturers/retailers will realize that they cannot get away with shoddy service!
 
cavemanoc said:
/Rant off

There is a fantastic site Here that gives you some very useful information on your rights, and more importantly advises on how to proceed with your claim in a practical manner (they'll even do it for you ;) )

I found this in their electronics section relating to an online retailer, so probably apy in this case (no it wasn't OcUK whom I have to say I've always had good experiences with :D )



Please, please, please have a good read of the info on their site, it is very accurate/relevant/informative and the more of us that use this kind of approach the more manufacturers/retailers will realize that they cannot get away with shoddy service!
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Looks like I have been chasing the wrong people.

S
 
Yeah - you really should have been dealing with the supplier, but now that you are dealing direct with the manufacturer just keep going - the choice of whom to pursue is yours, but now that you've got history with Samsung, stick with it!
 
cavemanoc said:
Yeah - you really should have been dealing with the supplier, but now that you are dealing direct with the manufacturer just keep going - the choice of whom to pursue is yours, but now that you've got history with Samsung, stick with it!
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You are probably right. Samsung don't really have a leg to stand on now. I have a lot of evidence against them.

S
 
**Resolved**

After a lot of wrangling I have obtained what I consider to be a fair resolution from Samsung. Since they were unable to replace my 215TW and wanted me to go through OcUK for a refund, we settled on a 244T (24").

I was going to flog it TBH, but I really like it. Seems to be way better than my 215TW. I have a feeling the 215TW wasnt right from the beginning as the 244T is suppposed to have a slower response time and seems more responsive for some strange reason.

I am happy with the outcome and even though there was a lot of unnecessary screwing around on the part of Samsung, they did solve the problem and I am satisfied with my 24" monitor.

S
 
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Sharkypal said:
No, they just replaced my 215TW with a 244T

S
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WOW, I'm having problems with samsung regarding a 215TW also, it's been going on for nearly 6 weeks now, the last call I had off them a couple of days ago was explaining that they are in the process of trying to find a resolve,

I must say that your post has got me very excited, I'll settle for a 244T anyday of the week, defo gonna get them on the blower in the morning and try and push for another screen, wish me luck :D
 
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lowrider007 said:
WOW, I'm having problems with samsung regarding a 215TW also, it's been going on for nearly 6 weeks now, the last call I had off them a couple of days ago was explaining that they are in the process of trying to find a resolve,

I must say that your post has got me very excited, I'll settle for a 244T anyday of the week, defo gonna get them on the blower in the morning and try and push for another screen, wish me luck :D
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Good luck mate. I find the best way to deal with them is firm but polite and don't give up. If they tell you they are going to callback at 3:00 p.m. and they don't, call back at 3:10 p.m. Make it clear you are not going to go away until the problem is fixed.

Purely out of curiosity, what is the problem with your 215TW?

S
 
cavemanoc said:
Awesome result - nice to see a bit of perseverence paying off - hope you make the most of that shiny new monitor!
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I love it. I really believe there was something wrong with my 215TW from Day 1. The 244T is brilliant.

S
 
lowrider007 said:
the main issue was that the left hand side of the screen is a fair bit brighter than the right, plus banding and also the input lag makes it nearly impossible playing fps games online.
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What I find very weird is that the advertised response time of the 215TW is 8ms. The 244T is supposed to be anywhere from 10-16ms but I really find that it is FAR better than the 215TW. It's very strange.

S
 
Well - after a long haul with LG I can also report they've pulled through :)

They replaced the panel inside my original monitor with a new one, which is dead pixel free!! :D It arrived today...
 
garyh said:
Well - after a long haul with LG I can also report they've pulled through :)

They replaced the panel inside my original monitor with a new one, which is dead pixel free!! :D It arrived today...
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So it's good news all round then :D

S
 
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