Thank you for being a valued part of the CNET community. As of December 1, 2020, the forums are in read-only format. In early 2021, CNET Forums will no longer be available. We are grateful for the participation and advice you have provided to one another over the years.

Thanks,

CNET Support

General discussion

Samsung - Buyer Beware

Dec 28, 2014 9:07PM PST

I purchased a new Samsung Note 10.1 in December 2012. I purchased this tablet computer in the Middle East where I lived at the time. Since then I have returned home to live in the UK.

This tablet computer stopped working after only 5 months use in May 2013. I contacted Samsung to explain and was asked to return it to their Service Centre so that it could be repaired under the warranty which the product was supposed to be supplied with.

After about a week the tablet was returned to me with a product repair card that indicated a number of tests had been carried out and the problems rectified. However, as the device would still not switch on, that was obviously not the case. Only after searching the courier packaging further did I discover a letter which stated that Samsung were not obliged to repair my product as it was not purchased in the EU.

(In actual fact the later states that the reason the product was not working was because it is of non-European origin which is obviously nonsense)

Subsequently to this I contacted Samsung's Senior Customer Services Executive who replied with the same information; essentially that because the product wasn't purchased in the EU they were not obliged to repair it. However, he did suggest that I contact Samsung in the Middle East so that they could arrange to repair it.

I followed this suggestion and contacted Samsung in the Middle East. I received a response which offered to repair the tablet at my cost and also said they would not accept the item being returned by courier - I would have to fly to Dubai and hand deliver it to the Service Centre.

Samsung UK's position appears to be that although I live in the UK my tablet wasn't purchased here so it's not their problem. The position of Samsung in the Middle East appears to be that although my tablet was purchased in the Middle East I no longer live there so it's not their problem!

I paid a premium price for my tablet computer because I believed that a global business such as Samsung would provide good, or at least adequate, customer service. Rather obviously I was mistaken in this belief. In actual fact rather than providing any customer service at all they have relied on narrow legalese in order to cheat me out of the warranty my tablet was supposed to be supplied with.

As the title says "not all warranties are created equal". I know from friends and family that neither Apple or Sony behave like this. If you're thinking of purchasing a Samsung product be aware that if the opportunity to screw you over presents itself Samsung will eagerly take this opportunity.

Discussion is locked

- Collapse -
Sadly true.
Dec 29, 2014 1:03AM PST

Moving products across borders can result in very upset folk as the warranty vanishes. Some companies are making headway but ask why this was in the first place. History lessons ahoy!
Bob

- Collapse -
No, they all do it...
Dec 29, 2014 4:34AM PST

This is not a new problem, or a Samsung problem alone. All of the manufacturers do this, I assume for a reason. I copy and pasted part of the Apple warranty that states the same thing:
Basically, your device is only warranted in the country of purchase.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Apple One-Year Limited Warranty Summary Apple warrants the included hardware product and accessories against defects in materials and workmanship for one year from the date of original retail purchase. Apple does not warrant against normal wear and tear, nor damage caused by accident or abuse. To obtain service, call Apple, or visit an Apple-owned retail store or an Apple Authorized Service Provider—available service options depend on the country in which service is requested. iPhone service may be restricted to the original country of sale. Call charges and international shipping charges may apply. Full terms and detailed information about obtaining service are available at www.apple.com/legal/warranty and www.apple.com/support. You may read and email a copy of the warranty to yourself during activation. Warranty benefits are in addition to rights provided under local consumer laws.

The link to original....
http://manuals.info.apple.com/MANUALS/1000/MA1620/en_US/iphone_5_info.pdf

- Collapse -
No they aren't the same
Dec 30, 2014 3:03AM PST

My daughters iPad was purchased in Canada. It had a problem charging. Apple, in a London store, replaced it on the spot.

My father has a MacBook Air which he purchased in the USA. It seems to go wrong all the time although the reality is that it's my dad messing the thing up. The Apple store, in Manchester, have repeated provided free of charge technical support.

A former colleague bought a Sony TV in Abu Dhabi and brought it back to London when he returned home. When it went wrong Sony took it away and repaired it.

So no not all manufacturers take the opportunity to cheat you.

- Collapse -
read the warranty
Dec 31, 2014 8:23AM PST

You purchased it in 2012, you had the problem in 2013. Why take so long to complain or are you just another apple fanboy who goes to the different website to lie about the competition?

- Collapse -
Nope
Jan 1, 2015 2:31AM PST

Well that would be nice for Samsung wouldn't it? They don't sell crap products and refuse to repair them after all. It's just a great big conspiracy by Apple Fanboys.

For the record I don't own any Apple products. My tablet which replaced the one Samsung refused to repair is a Nexus 10 and my phone is a Nexus 5. I like Android and have no intention of switching.

- Collapse -
Apple didn't have to
Jan 2, 2015 9:36AM PST

Apple did not have to replace the iPad. Or service the Mac (unless he was under warranty). It was nice of them to do so.

But they had the right to refuse as the device was not purchased in that country.

Since apple has their own stores and Samsung does not, they can't provide store front service like apple.

It has been over 18 months since your note quit working. I assume it is a paperweight. Why did you not have it repaired while still under warranty?