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    • Hi @BankFodder
      Sorry for only updating you now, but after your guidance with submitting the claim it was pretty straight forward and I didn't want to unnecessarily waste your time. Especially with this guide you wrote here, so many thanks for that
      So I issued the claim on day 15 and they requested more time to respond.
      They took until the last day to respond and denied the claim, unsurprisingly saying my contract was with Packlink and not with them.
       
      I opted for mediation, and it played out very similarly to other people's experiences.
       
      In the first call I outlined my case, and I referred to the Contracts (Rights of Third Parties) Act 1999 as the reason to why I do in fact have a contract with them. 
       
      In the second call the mediator came back with an offer of the full amount of the phone and postage £146.93, but not the court costs. I said I was not willing to accept this and the mediator came across as a bit irritated that I would not accept this and said I should be flexible. I insisted that the law was on my side and I was willing to take them to court. The mediator went back to Hermes with what I said.
       
      In the third call the mediator said that they would offer the full amount. However, he said that Hermes still thought that I should have taken the case against Packlink instead, and that they would try to recover the court costs themselves from Packlink.
       
      To be fair to them, if Packlink wasn't based in Spain I would've made the claim against them instead. But since they are overseas and the law lets me take action against Hermes directly, it's the best way of trying to recover the money.
       
      So this is a great win. Thank you so much for your help and all of the resources available on this site. It has helped me so much especially as someone who does not know anything about making money claims.
       
      Many thanks, stay safe and have a good Christmas!
       
       
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    • Hermes and mediation hints. https://www.consumeractiongroup.co.uk/topic/428981-hermes-and-mediation-hints/&do=findComment&comment=5080003
      • 1 reply
    • Natwest Bank Transfer Fraud Call HMRC Please help. https://www.consumeractiongroup.co.uk/topic/428951-natwest-bank-transfer-fraud-call-hmrc-please-help/&do=findComment&comment=5079786
      • 33 replies

Bad Experience with Samsung / ANOVO (repair center)


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Hi everyone , I will try to keep this thread to the point and as short as well.

 

I have a Samsung Galaxy S7 Edge on Contract with Vodafone , I think the contract is about 5 months old and the mobile phone developed a fault that would not allow the phone to charge.

 

Being under warranty: I contacted Samsung who arranged a collection on Thursday 5th of January 2017 using UPS Courier. On the 9th ANOVO (Samsung repair Centre) Horrendous reviews :

 

It had taken them 2 Weeks just to even look at the phone and I was informed my phone was liquid damaged at the charging port.

 

A full engineers report on request was not issued to myself however I did end up getting a written summary stating the following :

 

"The first observation of our engineer was that the device is in worn condition. No cracks on the LCD or back glass were visible. No physical or liquid damage to the device was detected. The LDI is not activated on your IP68 rated device. The USB connector is contaminated with dirt and dust and green liquid residue is also visible. Liquid contamination may be transferred from charging cable. The cable is not waterproof."

 

The repair centre's summary report then go on to say :

 

"The Engineer has reported the device is repairable"

 

 

Bare in mind the S7 Edge Phone is IP68 Rated - Water resistant can uphold 30 minutes of 1.5 metre in water. Apparently I had water on my charging cable causing S7 Edge to fry the charging port without any "moisture detected" warning which is a feature in the phone that should stop any charge to the phone to prevent the charging port getting fried.

 

I requested the return of my phone which had taken 1 and a half weeks to receive. So now its been 3 1/2 , The condition I had received my phone is was horrifying, the back glass panel of the phone was hanging off, their was glue hanging out of the phone and their was a missing chunk of glass from the corner of my phone. ...... I have attached images.

 

Their was also a letter saying my phone was not repaired due to it being out of warranty and that the phone would not be possible to be repaired as it is uneconomical repairable.

 

I immediately called Samsung regarding this who raised a damaged in transit case with ANOVO and I was advised because ANOVO had used the wrong courier to return my phone out it was nothing to do with Samsung even though they arranged the repair? So now I am stuck dealing with Anovo about this which I think is wrong?

 

After several times of sending my images to Anovo, they finally raised the issue with DPD and sent through a claim form. From here I have contacted DPD who have said ANOVO have claimed for £630 worth of damages and that it has been credited to ANOVO's Account?

 

I have then contacted Anovo who have no information but that the investigation team is dealing despite DPD saying they have credited their account ? Anovo still say this will take 28 Days.

 

I am being passed from pilla to post from DPD to ANOVO to SAMSUNG and back again nobody has a clue what has happened in my case and I speak to someone different all the time. It started off as a product lesion case with Samsung who do not have a contact number. I am on hold for Hours on a daily basis trying to sort this out as I am going away soon and I want my S7 Edge back for the holiday.

 

It has been a nightmare from the start and I would not recommend Samsung or ANOVO to anyone,

 

I have even gave a 2nd engineer to look at my phone who insists it not the charging port that is the fault when in fact it is the battery for the phone, he had tested the phone on a wireless charger dock and the phone still does not charge. so the engineer's report is IMO wrong too

 

So all in all a conclusion : I still have no mobile phone and it looks like this is going to be for pretty much 2 Months +.

 

Does anybody know if their is anything I can do to try and resolve this any quicker its is really getting frustrating for me dealing with all these clowns.

 

Regards

 

Craig

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HI Craig... Also dealing with Samsung on a case here...

Have you emailed the MD

 

[email protected]

 

Hi thanks for he reply,

 

 

No I haven't emailed the MD I did not have their contact number but I will try and send them an email now thanks . :) have you also found their experience to be extremely poor?

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Samsung Yes, Anovo - Never dealt with.

I actually attended their HQ in Chertsey on Monday and served them with a letter confirming I would take them to court in my case...

Boy did heads roll...

 

We could do with some help from you.

 

Have we helped you ...?         Please Donate button to the Consumer Action Group

 

**Fko-Filee**

Receptaculum Ignis

 

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