Toxxyc
Executive Member
- Joined
- Dec 12, 2012
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OK guys so a select few of you are aware that I am in a fight with Samsung because of their horrid service in this specific instance (never had issues before).
So, to those who do not know, herewith the breakdown:
2016/07/29: I use the Samsung Rewards app to burn 230,000 points on a Samsung Level On Wireless Pro headset.
{Time} I use them at the office, and around 4 months after getting them I notice the headband bends weird. A month later that bend becomes a crack and I get in contact with Samsung for the first time regarding the issue. I'm told that yes, I do have a 6 month warranty on the headset and I should take it in to a Samsung Repair Centre.
2017/01/29: I take the headset to the Samsung store in The Grove Mall, after being directed there. They give the set and the bend one look and the guys there "approve" the exchange of the headset with a new one. However, I struggle for almost an hour to book it in on their system because they can't find the model code on their stock list. Eventually it is manually booked in with filled in papers and whatnot. I wait about a week and a half and get called back. They can't exchange it because they can't log the exchange on their system, because of the model number issue. The tech tells me I should take it to the Samsung Head Office, here in Bryanston.
2017/02/25: I collect the headset from them (the first time I'm in that area again) and get NO papers with to prove that it was there. No worries though, as I have the contact details of the techs there.
2017/02/28: I drive to the Samsung HO here in Bryanston and speak to a certain William there. He takes the set, inspects it and approves an exchange (again). He then proceeds to tell me that I should just call the call centre (and provides a number) and tell them to authorize a SAW approval or something like that. The call center asks for the SAW number from the Samsung HO and I tell them that I was not provided with such a number. The call center dude explains to me that they cannot generate one, the store must. I get angry with the store but remain civil and friendly with the call center dude.
2017/02/28 (still): I jump on Samsung Live Chat, and speak to a JoanneL. Inform her of the issue and she walks over to William and get the info from him. She provides me with an email address of a colleague to send the required docs to (the confirmation email from Samsung Rewards). I do so and hear nothing from her for 3 days.
2017/03/03: I'm annoyed and jump on Samsung Live Chat again. I request JoanneL again and ask for feedback. She says that her colleague will call me back, which she does with NO information at all. She's "awaiting approval" from a manager. I tell her that it's already approved, but she insists this is the way. Fine.
2017/03/06: Still nothing, and I throw my toys a little bit. Live Chat again, and I'm told that they will call me. I get called and I'm told that I will be contacted for delivery info within 48 hours, since it's approved and ready to go. I'm not satisfied and log a HelloPeter complaint: https://www.hellopeter.com/samsung-south-africa/reviews/delays-upon-delays-with-no-answers-2222006. Samsung gets back to me with a generic answer, I get an email and I wait out the promised 48 hours.
2017/03/08: Exactly 48 hours after the promises I place my second post on HelloPeter (first comment). Nobody called me and nothing happened. I get on Live Chat again and demand feedback (throwing my toys properly now). I get told that "they don't have stock of the Pro headsets in the country", and that I "should wait until Monday (this coming Monday) to see if there will be anything in the new incoming shipment. I rage a bit and demand a refund on the headset. Calling lady says "I'll look into it" and 10 minutes later she calls me back. "No deal", she says, since I got the set from Samsung Rewards and didn't actually pay for it, and I should wait. I post my last comment on the HelloPeter complaint.
2017/03/09: I do some digging on warranties and whatnot and decide to check the CPA. I come across Article 56 Section 2:
The bolded part catches my eye. That implies that I can choose - either fix/replace or refund. That poses a problem, though, because there's a mentioning of "the price paid by the consumer for the goods". I didn't pay for them, but the word "price" is a hyperlink and leads to the definition of "price" according to the CPA:
Again, the bolded part stands out. The way I see it, they can't provide me with points back as it's not from them (it is a different company). Also, nobody can calculate the cost of data for the apps and whatnot I spent on getting those points. The way I see it is that I can demand a refund on the headset for the Recommended Retail Price from Samsung, which is $249.
Now, this isn't as absurd as it sounds. What if you got a headset like this as a gift and it broke? The warranty doesn't go out the window, specially since Samsung acknowledged the warranty at 3 different places.
What I want to know though is if I'm correct in pushing Samsung for a monetary refund for this, because I don't think they'll get any more headsets at all (they haven't had stock in ANY Samsung store in the history of the headset - they only get the standard one or the Level-Over one). That means I'll be waiting for a replacement forever, rendering the warranty and the CPA useless and making Samsung happy all the way.
So, thoughts?
So, to those who do not know, herewith the breakdown:
2016/07/29: I use the Samsung Rewards app to burn 230,000 points on a Samsung Level On Wireless Pro headset.
{Time} I use them at the office, and around 4 months after getting them I notice the headband bends weird. A month later that bend becomes a crack and I get in contact with Samsung for the first time regarding the issue. I'm told that yes, I do have a 6 month warranty on the headset and I should take it in to a Samsung Repair Centre.
2017/01/29: I take the headset to the Samsung store in The Grove Mall, after being directed there. They give the set and the bend one look and the guys there "approve" the exchange of the headset with a new one. However, I struggle for almost an hour to book it in on their system because they can't find the model code on their stock list. Eventually it is manually booked in with filled in papers and whatnot. I wait about a week and a half and get called back. They can't exchange it because they can't log the exchange on their system, because of the model number issue. The tech tells me I should take it to the Samsung Head Office, here in Bryanston.
2017/02/25: I collect the headset from them (the first time I'm in that area again) and get NO papers with to prove that it was there. No worries though, as I have the contact details of the techs there.
2017/02/28: I drive to the Samsung HO here in Bryanston and speak to a certain William there. He takes the set, inspects it and approves an exchange (again). He then proceeds to tell me that I should just call the call centre (and provides a number) and tell them to authorize a SAW approval or something like that. The call center asks for the SAW number from the Samsung HO and I tell them that I was not provided with such a number. The call center dude explains to me that they cannot generate one, the store must. I get angry with the store but remain civil and friendly with the call center dude.
2017/02/28 (still): I jump on Samsung Live Chat, and speak to a JoanneL. Inform her of the issue and she walks over to William and get the info from him. She provides me with an email address of a colleague to send the required docs to (the confirmation email from Samsung Rewards). I do so and hear nothing from her for 3 days.
2017/03/03: I'm annoyed and jump on Samsung Live Chat again. I request JoanneL again and ask for feedback. She says that her colleague will call me back, which she does with NO information at all. She's "awaiting approval" from a manager. I tell her that it's already approved, but she insists this is the way. Fine.
2017/03/06: Still nothing, and I throw my toys a little bit. Live Chat again, and I'm told that they will call me. I get called and I'm told that I will be contacted for delivery info within 48 hours, since it's approved and ready to go. I'm not satisfied and log a HelloPeter complaint: https://www.hellopeter.com/samsung-south-africa/reviews/delays-upon-delays-with-no-answers-2222006. Samsung gets back to me with a generic answer, I get an email and I wait out the promised 48 hours.
2017/03/08: Exactly 48 hours after the promises I place my second post on HelloPeter (first comment). Nobody called me and nothing happened. I get on Live Chat again and demand feedback (throwing my toys properly now). I get told that "they don't have stock of the Pro headsets in the country", and that I "should wait until Monday (this coming Monday) to see if there will be anything in the new incoming shipment. I rage a bit and demand a refund on the headset. Calling lady says "I'll look into it" and 10 minutes later she calls me back. "No deal", she says, since I got the set from Samsung Rewards and didn't actually pay for it, and I should wait. I post my last comment on the HelloPeter complaint.
2017/03/09: I do some digging on warranties and whatnot and decide to check the CPA. I come across Article 56 Section 2:
The bolded part catches my eye. That implies that I can choose - either fix/replace or refund. That poses a problem, though, because there's a mentioning of "the price paid by the consumer for the goods". I didn't pay for them, but the word "price" is a hyperlink and leads to the definition of "price" according to the CPA:
Again, the bolded part stands out. The way I see it, they can't provide me with points back as it's not from them (it is a different company). Also, nobody can calculate the cost of data for the apps and whatnot I spent on getting those points. The way I see it is that I can demand a refund on the headset for the Recommended Retail Price from Samsung, which is $249.
Now, this isn't as absurd as it sounds. What if you got a headset like this as a gift and it broke? The warranty doesn't go out the window, specially since Samsung acknowledged the warranty at 3 different places.
What I want to know though is if I'm correct in pushing Samsung for a monetary refund for this, because I don't think they'll get any more headsets at all (they haven't had stock in ANY Samsung store in the history of the headset - they only get the standard one or the Level-Over one). That means I'll be waiting for a replacement forever, rendering the warranty and the CPA useless and making Samsung happy all the way.
So, thoughts?
