Samsung's UK laptop support appear incapable of reading and listening comprehension

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Samsung support = following the stereotype of being crap.

Samsung's outsourcer for UK laptop repairs Sykes appears to be struggling. I had an approved service centre attempt a repair of an intermittent left clicker on the touchpad. They failed to take down the "intermittent" part of the complaint, reseated the cable, and declared it fixed.

I then sent an email to Sykes using phrases such as:

Good evening,

I am writing to you about the warranty repair I requested through your
agent [Approved Service Centre name REMOVED] for a laptop.

I received the laptop back from them yesterday but I am disappointed
to discover that the fault has not been rectified.

I explained to the gentleman who took the laptop in that the fault I
had is with an intermittent left click button just below the touchpad.
On re-examination of the invoice I received I see that they did not
take down the fault correctly - I advised that this was an
intermittent fault but on the invoice it states only: "Fix left click
on touchpad". When I collected the laptop yesterday I was informed
that the issue was a loose connection between the touchpad and the
motherboard. I did not receive any indication that they had replaced
any parts - I assume this means that the only repair action taken was
to reseat the connection.

I can only assume based on the evidence before me that [YOUR AGENT]
did not properly test the laptop and that there is still likely to be
a physical hardware fault which may require replacement parts (eg. new
button or the actuator underneath).

At this point I must admit that my confidence in [YOUR AGENT] has
been shaken and while I would still like to have this fault rectified
I would like to have this done by Samsung and not by Ideal Computing
in their capacity as an authorised repairer.

I have attached some photographs of the Argos receipt from when I
purchased this laptop in case you have not yet received confirmation
of the warranty status of the laptop (the warranty ends today/tomorrow
which I guess closes any new claims but this issue should be
unaffected due to it being an existing issue).

I look forward to hearing from you as I would ideally like to arrange
for collection of the laptop so it can be sent for repair.

I received the following reply:

Hello
Thank you for your e-mail.
Our approved service centre tests and repairs faulty products on our behalf. From your e-mail, we can't determine whether your unit is still faulty or not. Ideal computing would have checked the unit, repaired any faults and tested it again before approving the units release back to yourself. If the fault still exists, we can have another repair arranged under warranty as all of our repairs are covered by an additional 90 days warranty. If you can appreciate, most of our customers will claim to know the exact fault with their unit when in fact they don't. This is why , in the first instance an engineer will always inspect the unit to find any faults. In your case the engineer has found a loose connection and repaired it. The unit would then have passed the tests after the repair. If your unit still has a fault, please contact us to have another repair booked.

Regards

Samsung OA&IT Technical Support

I'm pretty sure that it is clear that there is still a problem with my samsung R519. Also, I think that my comments about the Service Centre not doing its job are being ignored. Finally I get the pleasure of being subtly accused of not knowing what I am doing regards laptops and repairing them, sit down darling let the big boys fix it for you.
 
Being objective I can understand why they said, "From your e-mail, we can't determine whether your unit is still faulty or not" as while you declare at the start the the laptop is still faulty you then say:

I can only assume based on the evidence before me that [YOUR AGENT]
did not properly test the laptop and that there is still likely to be
a physical hardware fault which may require replacement parts.

Which makes it sound more like you've looked at the repair notes and decided that they weren't sufficient to fix the problem, perhaps anticipating that it might occur again further down the line.

The "customers claiming to know exact faults" comment is a bit funny though. Can't blame them for taking that stance but surprised they told you that in an email! I remember doing in-house IT support for a summer job and someone dropping a workstation on my desk declaring that "the hard drive is gone." Of course I immediately readlised that he was referring to the entire workstation as a hard drive and I didn't spend the afternoon searching for a replacement hard disk and loading it with a clean image only to find that the motherboard was knackered.
 
Being objective I can understand why they said, "From your e-mail, we can't determine whether your unit is still faulty or not" as while you declare at the start the the laptop is still faulty you then say:



Which makes it sound more like you've looked at the repair notes and decided that they weren't sufficient to fix the problem, perhaps anticipating that it might occur again further down the line.

The "customers claiming to know exact faults" comment is a bit funny though. Can't blame them for taking that stance but surprised they told you that in an email! I remember doing in-house IT support for a summer job and someone dropping a workstation on my desk declaring that "the hard drive is gone." Of course I immediately readlised that he was referring to the entire workstation as a hard drive and I didn't spend the afternoon searching for a replacement hard disk and loading it with a clean image only to find that the motherboard was knackered.

Well, the objective look at it helps. I can only assume that they thought I was unhappy because no parts were replaced, and not because the symptoms were still there. I hate those people too.
 
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