Samsung Re-occuring Fault

[Matty_Ward]

Hi All,

 

Im Matty, I am a serial moaner and many directors have suffered my wrath.

 

Just got a little query on the following issue.

 

I have a laptop, little over 2 years old from Argos. Around 10 months ago the charging socket in the rear of the machine started to smoke and filled up the room in little time. Although out of warranty, as this was a product liability issue, Samsung repaired the machine and returned it to me at no charge. However the fault has now started to re-occur, but after speaking to them they are saying because it has not re-occured within 3 months of repair they are not able to do anything about it.

 

I am aware of the 6 year obligation, and my statutory rights....but am I being unreasonable asking them to replace the unit with one of the same specification as I believe this fault is inherent with this machine and changing the socket again, will just mean a matter of time before it re-occurs.

 

I have pinged off an email to the director of Samsung UK asking for the above to be sorted, and advised that if anything happens to the machine which results in damage to property or injury I will put in a product liability claim to the maximum possible amount.

 

Regards

 

Matty

[Matty_Ward]

Forgot to mention, that the laptop is on a finance agreement with argos card.....as half of the term has passed am I within my rights to return the laptop?

[NJz]

If you pay the finance via your credit card, Then contact your card company. If the problem is inherent then they have to repair it within a suitable time for you or replace it with a model of equivalent or higher specs. So yes you are within your rights and no you are definitely not being unreasonable. You have a few years i think, if you can prove to them that the issue is an inherent flaw. Unfortunately its not within Samsung's obligation to resolve this, instead its with the retailer (Argos), in saying that Samsung may resolve it in the interests of PR. Escalate this immediately as high as you can go with argos management and executives. Im having a very similar problem right now with a Sony Vaio melting. Good luck mate

[Matty_Ward]

Cheers mate, I have emailed it directly to the top man himself Mr A Griffiths! No doubt it will be picked up by some customer service rep in an 'executives office'

 

Next step is Yoon-woo lee who is the big big boss of samsung..........in South Korea

[NJz]

From my experience it will be Mr. Griffiths' secretary or elso it will be forwarded to a customer relations officer with strict instructions to deal with it appropriately. It might take a few days to work its way through the executive ladder, if all else fails, then' email blanket' (CC) all executives you can find with the same email, then it wont be ignored mate.

[Matty_Ward]

Top notch 8-)

 

Cheers matey

[Matty_Ward]

Just thought I would update you, I had a reply from a young man at Samsung who is going to give me my money back 8-)

 

As soon as he gets proof of purchase back and the laptop, they will be sending me a refund for £599.99.

 

Fantastic service samsung, I may even buy another Samsung laptop 8-)

[NJz]

Congrats mate, Make sure you keep a copy of your receipt/ finance agreement and proof of sending the laptop just encase. Oh and take a quick snap of the laptop as proof of its condition prior to transportation if you can. You got sweet news, but keep yourself covered/ backed-up for all outcomes. I did all that with Sony and they've just agreed today to replace my vaio. But you've obviously made all the right moves, now Samsung will probably just be happy to get this dealt with and to wipe the whole issue clean, for PR issues. Sounds like they are dealing with it proficiently. Hope its smooth sailing for you here-on in mate