Samsung ADH Claim Dispute

[JonesY]

Sup gents

Below is a mail trail between GM of Samsung repair facility, regarding a dispute I had with Samsung ADH (free repair for first 12 months), and myself.

Your thoughts?

EDIT: total amount on invoice in question was R1,500.00 for issue with speaker and camera. The R0.00 items are for issues I submitted my claim for, i.e. camera housing (camera still works), scratches on screen and phone.

From: ****Jones
Sent: Monday 16 May 2016 15:54
To: Liese ****
Cc: ****@partner.samsung.com; claims@samsungadh.com
Subject: Re: Samsung ADh complaint ref: 7113083508

Hi Liese

Because Samsung's warranty already doesn't cover the chargeable items on the invoice; I've lost faith in their cover altogether.

I agree to forfeit the warranty.

If it's okay, can it be arranged for your team to repair the R0.00 items on the invoice please?

Regards
****

Sent from my BlackBerry 10 smartphone.

From: Liese ****
Sent: Monday 16 May 2016 15:47
To: '**** Jones'
Cc: ****@partner.samsung.com; claims@samsungadh.com
Subject: RE: Samsung ADh complaint ref: 7113083508

Thank you for the feedback ****.

Unfortunately we have been mandated by Samsung to only allow complete repairs. If we only repair the screen, your manufacturer’s warranty will be voided.

All devices must be repaired and fully operational to ensure that the manufacturer’s warranty is intact.

I trust you find the above in order.

Kind regards,



Liese ****

General Manager

Fairtrade Solutions

Office: +27 ****

Faxmail: +27 ****

****@Fairtradesolutions.co.za

cid:****



From: ****Jones [mailto:****@gmail.com]
Sent: Monday, 16 May 2016 3:43 PM
To: Liese ****
Cc: ****@partner.samsung.com; claims@samsungadh.com
Subject: Re: Samsung ADh complaint ref: 7113083508



Hi Liese

Thanks for the response.

‎They can go ahead with the R0.00 charge items on the invoice please. I can't afford the rest I'm afraid.

Do you know what the new ETA will be from today please?

Regards
****



Sent from my BlackBerry 10 smartphone.

From: Liese ****

Sent: Monday 16 May 2016 15:28

To: '**** Jones'

Cc: ****@partner.samsung.com; claims@samsungadh.com

Subject: RE: Samsung ADh complaint ref: 7113083508



Dear ****,

Thank you for your email.

There is quote for the repair of your device. I see out team attempted to contact you but was not successful. Kindly find attached the quote and confirm if we can go ahead with the repair of your device.

Please do not hesitate to contact me should you require any further assistance.

Kind regards,



Liese ****

General Manager

Fairtrade Solutions

Office: +27 ****

Faxmail: +27 ****

****@Fairtradesolutions.co.za

cid:****



From: **** Jones [mailto:****@gmail.com]
Sent: Monday, 16 May 2016 3:14 PM
To: Liese ****
Cc: ****@partner.samsung.com
Subject: Re: Samsung ADh complaint ref: 7113083508



Hi Liese

Are there any updates for my ADH claim please?

The rep you transferred me to last time we spoke said it would take up to 5 business days. ‎

Regards
**** Jones

 

[RichardG]

The phone is still under warranty.... I don't understand

 

[ToxicBunny]

I'm having a similar issue with them now..

They replaced the screen on my S5 about 2 and a half months ago... less than 2 months later the screen completely died (so they're clearly using substandard parts in my opinion).... So sent it back in, I waited nearly a month before getting a "quote" and now apparently my phone is out of warranty, when it very definitely isn't...

They have a little bit of a fight on their hands if they think they can just brush me off. I get 2 free screen replacements in the 2 year period so they can get knotted if they don't honour that.

 

[xrapidx]

Tried to claim for my wifes S5 - they now want signed copies of my contract with Vodacom.

 

[Ho3n3r]

Tried to claim for my wifes S5 - they now want signed copies of my contract with Vodacom.

It's fair enough I think. They asked the same (MTN), called MTN and they emailed me proof of contract - basically the paper I signed when they delivered the phone, which had all the necessary details on it.

 

[LazyLion]

My dad's dog chewed the bevel and cracked the screen of his S5 which was still under first year warranty.
I enabled the ADH protection on his phone and took it to Vodacom Eastgate and they repaired it - no hassles.
Came to R1800 and we didn't have to pay a thing.

 

[ToxicBunny]

My dad's dog chewed the bevel and cracked the screen of his S5 which was still under first year warranty.
I enabled the ADH protection on his phone and took it to Vodacom Eastgate and they repaired it - no hassles.
Came to R1800 and we didn't have to pay a thing.

I had that experience the first time...

Sent it in, repaired with no issues...

2nd time, now I'm getting a quote for nearly R2k with the statement "Phone out of warranty" when it very clearly isn't.

 

[xrapidx]

My dad's dog chewed the bevel and cracked the screen of his S5 which was still under first year warranty.
I enabled the ADH protection on his phone and took it to Vodacom Eastgate and they repaired it - no hassles.
Came to R1800 and we didn't have to pay a thing.

Take it in out of warranty and the quote is probably double

 

[JonesY]

I've been at it with the repair company and Samsung since. Their policy allows for a complete repair or no repair at all. Everyone can confidently tell me that I am liable for the costs, as per their T&C's, but I'm yet to receive proof showing that I can't request to repair only the free items on my ADH claim.

They're bullying me into paying the full cost now, even though I said that I would pay for repairs at a later stage, and are practically on the verge of returning the device un-repaired.

I logged a Hellopeter complaint, spoke with a GM, a senior rep (this guy, very evasive, actually suggested that I rather take case to National Consumer Commission) , and requested to speak with a manager. Still not looking any better than before.

Physical damage isn't covered by the warranty either, so I can't just ask for their ADH guys to skip repair and arrange for Samsung to repair after. I might have to log another Hellopeter complaint for this one to land with the right set of eyes I'm afraid.

 

[xrapidx]

Samsung don't give a toss on hellopeter.

 

[Glue]

Facebook

 

[JonesY]

Facebook

Thank you sir.

 

[mercurial]

Samsung are fkn scumbags in this regard. They really don't care about their consumers. I've also had issues with them before and know of others, too.

 

[ToxicBunny]

Well my case gets better and better...

Now its changed from an "out of warranty" excuse to "both ADH claims were used with the first repair"...

They really aren't that smart since all of this is on email.

 

[Dairyfarmer]

If you got the phone as part of a contract and that contract is still running then the phone is property of the network. Take it to the network and ask them to get their phone fixed.

Oh sorry in the contract they say they still own the device, but failure/ damage it to is your responsibility. Guess you stuck with the repair costs.

IMO it is better to buy "cheap", higher spec phones. They cost less than half that of "name" brands. They work reliably for at least 12 months. When they break, chuck them and get the lasts and greatest. Less stress and cheaper!

 

[xrapidx]

Are you supposed to get a loan phone when you had it in? They told my wife not so.

 

[Ho3n3r]

Are you supposed to get a loan phone when you had it in? They told my wife not so.

They asked me if I needed one(I didn't), so I guess she should be able to get one.

 

[xrapidx]

They told my wife not, and she needs to be online just about all the time (very annoying)... I'm pretty sure it was originally part of the offer.

Is there a call center number you can call? She went into the Samsung store in Century City.

 

[cavedog]

I did not even ask for a loan phone and they just gave me one. I claimed for my second adh claim now when someone opened the spray booth door onto my phone at work and smashed the screen.

Second claim and both time they fetched it at my work and gave me a loan phone no questions asked no proof of purchase asked too and they replace the camera that had a crack and the silver edge around the device.

Both claims for me was pretty epic no questions asked and proper repair done too. Sigh pitty I used my last claim now but what a service I will actually stay with a Samsung device if this is how adh handles claims....

 

[ToxicBunny]

I did not even ask for a loan phone and they just gave me one. I claimed for my second adh claim now when someone opened the spray booth door onto my phone at work and smashed the screen.

Second claim and both time they fetched it at my work and gave me a loan phone no questions asked no proof of purchase asked too and they replace the camera that had a crack and the silver edge around the device.

Both claims for me was pretty epic no questions asked and proper repair done too. Sigh pitty I used my last claim now but what a service I will actually stay with a Samsung device if this is how adh handles claims....

And I refuse to touch them ever again after the service I've had from ADH...

First one was fine, second one has been anything but fine.