Samsung
Complaint 256283 Details

SAMSUNG: POOR QUALITY PRODUCT - SUDDEN DEATH, APPALLING CUSTOMER “SUPPORT” & “SERVICES”, REFUSED TO HONOUR WARRANTY WITH EXCUSES- DENY THE EXISTENCE OF ‘PURCHASE DATE” SHOWN ON BIOS….

http://www.facebook.com/mar.seven.35/posts/1378234482394648

Purchased a brand new Samsung NP-RV520-A07UK laptop on November 2012. It suddenly stopped working - simply won’t turn on (no power - battery & charger works fine).

It was still under warranty so took it to the Authorised Service Centre “Samuel King LTD UK” (19/06/2013) who refused to handle the laptop as I was unable to locate and therefore produce a receipt. Contacted Samsung Support (0330 7267864, [email protected]) as advised who:

(1) Initially denied the existence of ‘Purchase Date” shown on the BIOS which should have established WHEN the unit was purchased!

(2) Eventually, she acknowledged after consulting with someone else. But now she had another excuse – claimed that it is inadequate as ‘Purchase Date’ can be changed!

(3) She then flogged me off by saying someone from Customer “Services” will call me as she simply cannot help despite the fact it is still under warranty if we go by the manufacturing date of the unit (November 2011) – which she claimed that Samsung accept (I am referring to EU directive “1999/44/EC, page 7”). This was echoed by an android from the “Online Support Team”: ‘…I can't assist you with a repair, your case has been escalated above tech support to customer services, I am afraid you will have to wait for their decision….’….

A presumptuous individual from “Customer Support Centre” ([email protected]) called back just after I sent another email on 21 June 2013 16:37:06, rehearsing the same trick as the Customer “Support”:

(1) Again, she was unaware of the existence of ‘Purchase Date” shown on the BIOS.

(2) But wanted to flog me to the Customer “Support “again as she claimed not being technical (I was pressing about the ‘Purchase Date’). I did not accept so as not to exhaust my energy in an endless cycle!!! This was repeated again in a different tone by another android via email when I wanted them to explain purpose of ‘Purchase Date” in writing.

Samsung never answered my questions (sent via [email protected] , [email protected] - their press\corporate contacts):

(1) The purpose of ‘Purchase Date’ shown on the BIOS?

(2) Why conveniently disregard purpose of ‘Purchase Date’ shown on the BIOS even if it can be changed? If we apply the same logic, why even ask for receipt which can also be changed/forged, etc.? You have to check first and then claim whether it’s changed, forged, etc.! In any case, if it is true, it simply demonstrate a design flaw by Samsung – unfit for purpose. Having said this, I recall updating bios which did not change ‘Purchase Date’.

Very disappointed with: (a) Samsung Product - a laptop failed within 7 months with light use – it still looks practically new – not even a spot. (b) Customer “Support” and “Service” knowledge of their own product that defies reality and logic. (c) Denials & endless cycle is to ensure you don’t get the support\warranty you are entitled to. (d) Unlike other decent companies, I was unable to find any complaint procedures.