Samsung Must have the Worst Customer Service

[Wicked_and_Crazy]

Samsung must have the worst customer service ever!

I bought a Samsung Syncmaster 204B monitor from Komplett.co.uk in November. At the same time i bought a new PC, hooking bothing things up together i found that when the monitor is connected in DVI mode and uses full screen graphics it constantly flickers black.

First point was to determine the fault, by using a different monitor connected the same way the problem goes away (altohugh the other monitor didnt support 1600*1200, so isnt a 100% test)

Second point was to contact Komplett to get a replacement or refund. Komplett responded saying they were unable to offer a return as Samsung deal with customers directly

Third point was to contact Samsung, willingly the swapped the monitor and quickly. In the end they did this twice and neither replacement was any different. My first point of disgust was here, they replaced my brand new monitor with a refurbished one!! Eventually Samsung tech support decide they are not going to be able to resolve this issue, especially after i pointed out that i have found the same issue documented quite well a number of times on the internet. So they book a CS call back to either replace with a different monitor or a refund and the call back will be within 24hours

8 days later and many many calls ive still not had a call back and have eventually got through to complaints. All of them seem to be absolute knuckleheads, they now say they will issue a credit letter to Komplett (if they will accept one!) and i can then pay for the monitor to be returned (thanks) and choose an alternative product. Wait a minute, i thought i had rights and if the seller and manufacturer cant resolve the problem i should be able to shop where ever i want!!

Samsung are an absolute disgrace, all they want to do when you phone them is

1. Not listen
2. Argue
3. Not actually resolve anything


If the product cannot perform to specification i thought the manufacturer was at fault and not the supplier, not in samsungs eyes!!

[Halcyon]

I'd go down to your local trading standards / consumor advice bureau if you have one in your town.
They could help you in what to do next.

[Wicked_and_Crazy]

Originally Posted by Halcyon

I'd go down to your local trading standards / consumor advice bureau if you have one in your town.
They could help you in what to do next.

Writing to trading standards right now

[Strzelecki]

It's Komplett you should have dealt with, you bought the monitor off them, not Samsung. It is up to them to repair or replace it as your contract is with them. It does not matter if they say the warranty is with Samsung, it may well be but it is still up to them to sort it and you can insist that they do. Trading Standards will hopefully force Komplett to sort it out. You should not have to pay to get the faulty product back, I suggest you contact Komplett and get them to refund you for this also.

[Chimaera]

Email your local Trading Standards - it's much quicker. And try www.consumerdirect.gov.uk too - that's the route I took when my daughter had a dispute, and it was resolved within the week.
Good luck!

[Wicked_and_Crazy]

Originally Posted by Chimaera

Email your local Trading Standards - it's much quicker. And try www.consumerdirect.gov.uk too - that's the route I took when my daughter had a dispute, and it was resolved within the week.
Good luck!

Yes mi lady, thats what i did. Last time i used them they were pretty quick after the initial email.

[Matt D]

Originally Posted by Strzelecki

It's Komplett you should have dealt with, you bought the monitor off them, not Samsung. It is up to them to repair or replace it as your contract is with them. It does not matter if they say the warranty is with Samsung, it may well be but it is still up to them to sort it and you can insist that they do. Trading Standards will hopefully force Komplett to sort it out. You should not have to pay to get the faulty product back, I suggest you contact Komplett and get them to refund you for this also.

Good points.


A manufacturer's warranty is in addition to your statutory rights as a consumer.


Komplett are legally responsible under the Sale of Goods Act et al to sell things which are free from defect, durable, fit for purpose, etc. etc.


Consumers have many handy rights under the Sale of Goods Act & various other pieces of legislation.

W&C - have a read of this:

http://www.dti.gov.uk/consumers/fact...page24700.html

[Wicked_and_Crazy]

Originally Posted by Strzelecki

It's Komplett you should have dealt with, you bought the monitor off them, not Samsung.

Originally Posted by Wicked_and_Crazy

Second point was to contact Komplett to get a replacement or refund. Komplett responded saying they were unable to offer a return as Samsung deal with customers directly

---------- Post added at 22:18 ---------- Previous post was at 22:16 ----------

Originally Posted by Matt D

Komplett are legally responsible under the Sale of Goods Act et al to sell things which are free from defect, durable, fit for purpose, etc. etc.


Consumers have many handy rights under the Sale of Goods Act & various other pieces of legislation.

W&C - have a read of this:

http://www.dti.gov.uk/consumers/fact...page24700.html

Does the sale of goods act in the UK apply to a dutch company?

[AndyCambs]

Originally Posted by Wicked_and_Crazy

Samsung must have the worst customer service ever!

Nope - that has to go to Acer who were sent a laptop for repair which I had purchased not five weeks previously. It was just out the time that the store would replace without question. They had the laptop back for four weeks, and eventually sent it back- but had failed to restore it back to the factory condition. Drivers were missing, the in-built mic didn't work, and they hadn't partitioned the drive and restored the Windows Set-up files.

I paid extra eventually and had a Toshiba which has been no problem.

[danielf]

Originally Posted by Wicked_and_Crazy

Does the sale of goods act in the UK apply to a dutch company?

It's a group of companies, and according to their website, the headoffice is located in Norway.

Komplett.co.uk is a part of the Komplett group of companies which is among the leading e-commerce companies in Europe. Last year we received an order almost every minute (24/7) through our webshops. The stocks of our mother company Komplett ASA are listed on the Oslo Børs (www.ose.no) under the ticker KOM. We operate with webshops in six countries and have warehouses both in Norway and in the Netherlands

Our headoffice and main warehouse is in Sandefjord, Norway.

In addition to Komplett.co.uk in the UK, we also run Komplett.no in Norway, Komplett.se in Sweden, Komplett.dk in Denmark,Komplett.ie in Ireland, Komplett.be in Belgium, Komplett.nl in the Netherlands, Komplett.de in Germany and Komplett.at in Austria. We also have a warehouse in the Netherlands which supplies our UK, IE, BE, NL, DE and AT customers with products.

Assuming you have purchased the item from Komplett.co.uk, I would think the sale of goods act does apply.

[Wicked_and_Crazy]

Originally Posted by danielf

It's a group of companies, and according to their website, the headoffice is located in Norway.





Assuming you have purchased the item from Komplett.co.uk, I would think the sale of goods act does apply.

ahh i think i got confused, it was the fact that the warehouse is in Holland.

Just written to them quoting the sale of goods act, will see what materialises on Monday.

[danielf]

Originally Posted by Wicked_and_Crazy

ahh i think i got confused, it was the fact that the warehouse is in Holland.

Komplett doesn't sound/look very Dutch to the native ear/eye

[Matt D]

Originally Posted by Wicked_and_Crazy

---------- Post added at 22:18 ---------- Previous post was at 22:16 ----------



Does the sale of goods act in the UK apply to a dutch company?

I don't see why not. I assume you bought it from the Komplett UK website, plus they actually have a Conventry address on the UK site.

If they sell to the UK from a UK site & have a base in the UK then I can't see why it would matter that the parent company is Dutch.

[Edit: Ah, OK. Norwegian, not Dutch. No matter, though]


As said earlier, Trading Standards / Consumer Direct should be able to help. I've found them very useful in the past.

Originally Posted by AndyCambs

Nope - that has to go to Acer who were sent a laptop for repair which I had purchased not five weeks previously. It was just out the time that the store would replace without question. They had the laptop back for four weeks, and eventually sent it back- but had failed to restore it back to the factory condition. Drivers were missing, the in-built mic didn't work, and they hadn't partitioned the drive and restored the Windows Set-up files.

I paid extra eventually and had a Toshiba which has been no problem.

Store "no question 30 day guarantees" etc. are often an attempt to fob you off, & make you think that any problems afterwards must be dealt with by the manufacturer.


As mentioned above, when you buy something, your contract is with the retailer, not the manufacturer.

A manufacturer's warranty is in addition to your statutory rights.


Retailers have a responsibility under the Sale of Goods Act etc. to provide you with fault-free goods of satisfactory quality etc etc.

If something breaks within e.g. the 1st month, you should be able to get a refund.

You have a time period of up to 6 years (dependent on what the item is & how long it would reasonably be expected to last) after purchase in which you can pursue the retailer for repair/replacement if the item develops a fault.

If something develops a fault in the first 6 months after purchase, it is assumed that the item is inherently faulty, & it is up to the retailer to prove otherwise.


Too late now, but for any future problems, have a read of this link, plus get Tradings Standards on the case: http://www.dti.gov.uk/consumers/fact...page24700.html