Samsung ADH Claim Dispute

[ToxicBunny]

My case gets better and better with them.

They are now flat out refusing to provide me with the call recordings (after trying to claim they couldn't by quoting POPI) where I gave them permission to use the second ADH claim on the first instance. This tells me that such a call recording doesn't exist, and they are hoping like hell I'll go away.

 

[mercurial]

Samsung is pathetic.

/spits

 

[Charly]

Guys is it true that ADH only lasts for one year after purchase? My note 4 is almost a year old and I'm a bit sad I wasn't able to use it.

 

[reactor_sa]

Guys is it true that ADH only lasts for one year after purchase? My note 4 is almost a year old and I'm a bit sad I wasn't able to use it.

It's device model dependant. The benefits seem to be decreasing with every new model though. The S4 had the best benefits.

 

[genetic]

Guys is it true that ADH only lasts for one year after purchase? My note 4 is almost a year old and I'm a bit sad I wasn't able to use it.

The Note 4 has 1 year ADH cover.

 

[genetic]

It's device model dependant. The benefits seem to be decreasing with every new model though. The S4 had the best benefits.

The old polycarbonate plastic S4 / S5 phones had 2 year ADH cover. All metal and glass phones have since had 1 year ADH cover.

 

[Charly]

The Note 4 has 1 year ADH cover.

Ah that sucks. Thanks.

 

[ToxicBunny]

And it continues.

I get a phone call today requesting to arrange the swap of my phone and the loan phone. Of course its still not repaired, and when I request the call recordings in relation to the ADH warranty being used up on the first claim they start trying to hide behind the POPI act and quote me Chapter 3, Part A Condition 3... which of course has nothing to do with them not being able to send me the call via email.

I of course refuse to return the loan phone until such time as my phone is repaired for free under the ADH warranty. The call centre agent then tells me if I don't authorise the swap out they will sell my phone and blacklist the loan phone, to which I tell the agent that should they do that I will lodge a case of theft against Samsung ADH. This didn't really seem to go down to well but hey...

 

[xrapidx]

Should ask for that recording too,....

 

[ToxicBunny]

New funny one..

Get an email about the whole thing again today.

Responded with my usual "You didn't inform me blah blah blah". This time though I agreed to go into the office to listen to the recording, with the priviso that if the recording didn't exist where I was informed of this second ADH usage, that I would bill them for my time and travelling.

So I get a response asking when I can go to the office to listen to the recording. I dutifully reply with a date and time, and a specific office (since of course I live in Durban, therefore I will go to Durbans branch of Samsung). Very shortly thereafter I get a call about them being not sure what to do since they are in JHB and can't transfer the call recording to DBN.

Its like a comedy of fscking retards just tying themselves in knots.

 

[ToxicBunny]

Well colour me surprised.

I got a call this morning, and they played the call back to me over the phone.

They were relying on the following statement "The second ADH claim MAY be used". This statement was made to me on the initial phone call when I booked the phone in for the first ADH Claim.

Of course I then pointed the call centre agent to their own website which states that it is my choice to use the second ADH claim to cover extra components, and that I was never presented with a quote for extra components or contacted for my permission. The agent then put me on hold while she went off to do whatever but after 20 minutes of being on hold I had other things to attend to so ended the call.

 

[ToxicBunny]

And the saga continues....

They're still beating pretty much the same drum and somehow expecting me to just change my mind and accept their BS.

The vague solution that has been presented to me was they will reverse the second ADH claim on the first instance so it can be used for this one but then they will bill me for the components used on the first claim. They have yet to produce a sliver of evidence that there was any other work needed on the phone, or to produce a sliver of evidence that they contacted me about this extra work.

The mind just boggles at this nonsense now, and well unfortunately for them its gone beyond me needing the phone fixed and its now a matter of principle.

 

[ToxicBunny]

It seems they like digging their own hole deeper.

Get an email this morning with a letter stating that for phones booked in between January 2016 and July 2016 that I have 48 hours to make payment to them or else the phone will be forfeited. The mind boggles at the monumental stupidity of this lot. Like I will just cave and pay so that I don't "forfeit" the phone. Have responded to management as well as Samsung SA stating that I won't be paying and should they try and enforce this phone forfeiture that I will open a case of theft against them.

Oh, they also don't seem to really care about customer confidentiality either even though they tried to quote chapter and verse of the POPI Act to me previously. The email was sent to me and some other person who also obviously hasn't accepted a quote of theirs.

 

[xrapidx]

Hope you clicked a reply all.

Take them to small claims court for the phone?

 

[ToxicBunny]

Hope you clicked a reply all.

Take them to small claims court for the phone?

Of course I did

If it gets to that point I very possibly will.

 

[mercurial]

I can't wait. Nail these fkers.

 

[ToxicBunny]

Apparently the phone is going to be repaired at no cost to me... I think someone with enough brains looked at everything and realized I had them dead to rights and I was going to make them bleed for being totally incompetent. Nobody has yet actually apologized to me or even explained how they were so damned incompetent but hey

I'm not expecting it but I will update this thread should the phone be delivered to me in a fixed state

 

[mister]

hopefully this is the end

 

[mercurial]

Apparently the phone is going to be repaired at no cost to me... I think someone with enough brains looked at everything and realized I had them dead to rights and I was going to make them bleed for being totally incompetent. Nobody has yet actually apologized to me or even explained how they were so damned incompetent but hey

I'm not expecting it but I will update this thread should the phone be delivered to me in a fixed state

Incredible the lengths us consumers have to go through. The sad thing is that most people don't have the time, energy nor balls to go through with these things.

 

[ToxicBunny]

Well the phone has now been delivered to me.

The screen seems to be fixed, so I'm just going to give the phone a charge and run through everything and see if its all good.