Samsung after Sale Support for change of mind or warranty

Lfalloutshank on 16/08/2024 - 21:25
Last edited 16/08/2024 - 21:27

FYI to folks here who plan to return their Samsung products due to change of mind or warranty purpose.

I decided to return one phone because I purchased two so they told me to email their infamous estorenz team, waited two days with no results so I called their 0800726786 number and they told me they will escalate this with the estorenz team so I'm at the waiting stage.

I believe their 0800726786 and estorenz are outsources to the Philippines who in turn is handled by https://transcom.com/ a Swedish outsourcing company which provides customer care, sales, technical support.

Read their google reviews here https://www.google.com/search?q=samsung+nz&client=firefox-b&… and be prepared to fight for your CGA……

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  • Makmak on 18/08/2024 - 10:18
    +2

    I'm pretty sure the CGA doesn't apply for change of mind, only for products that either don't match their description, or are faulty.

    • mdsl32 on 23/08/2024 - 21:58

      CGA does not cover Change of mind.
      If it has an out of box fault or something usually a refund or replacement is offered

      • falloutshank on 23/08/2024 - 22:44

        It would fall under the Fair trading Act.

        They advertised a 14 days return and full refund if you have a change of mind which I have in writing.

        https://comcom.govt.nz/consumers/your-rights-as-a-consumer/e…

        It is illegal for traders to mislead consumers, give false information or use unfair trading practices.

        This includes:

        all aspects of the promotion and sale of goods and services
anything said about a product or service, either verbally or in writing
any impressions given by pictures, advertisements or promotional material.

        The Fair Trading Act applies to anyone in trade – from big organisations like hotel chains, airlines and department stores, to small or temporary businesses like a souvenir stall or ice cream stand, and online sellers.

        So you can make an informed decision about purchasing goods and services, traders must ensure the information they give you is accurate and important information is not withheld.

        Fyiv I'm still waiting on their return process.

        • mdsl32 on 23/08/2024 - 22:48

          Strange they don't just have a simple return form and you send it back to the place (obviously at your cost)

          • falloutshank on 23/08/2024 - 22:52

            @mdsl32: Yea I even offered to go straight to their center or office but no it must go through their bloody estorenz team.

            That's why im not buying their monitors…

            • mdsl32 on 23/08/2024 - 22:53

              @falloutshank: I have had warranty concerns before and just go straight to Samsung CSP and they deal with it within a reasonable time.
              Maybe try contacting CSP?

  • Fox419 on 16/08/2024 - 22:00

    Just my 2 cents, I previously had a support ticket via estorenz and honestly they went above and beyond for my query. The guy I dealt with ended up sending me a small gift item as an apology. So like all place YMMV.

  • nigglej on 18/08/2024 - 09:52

    Yea I had a simple issue on their store with points redemption and it took 3-4 months to resolve with multiple follow-ups required from me

  • Everettpsycho on 18/08/2024 - 10:24

    If the estore wasn't spitting out phones as cheap as the recent deals i wouldn't touch them. I had issues with then just cancelling an order with no reasonings and then i couldn't place the order again because the vouchers had been used in my account.

    Had to deal with a warranty on wireless car chargers which took over 6 months by which point I had just bought more sturdy replacement parts to fix it myself.

  • Garry on 03/09/2024 - 00:00

    Today i recieved mail for estorenz regarding replacement of iphone send to buy samsung s series phone, they send me the reolacemsnt value of iphone is zero as "no Power". But i send them full funcrional phone and phone is always charging and sent the phone in 100% battery charged.

    They are asking to accept or decline

    What is your opinion

    • Drcspy on 03/09/2024 - 07:18
      +1

      Keep the iphone. Sell it. Use the funds to reduce the cost of your Samsung purchase ?

    • falloutshank on 03/09/2024 - 09:02
      +1

      For future refence I normally video the phone's condition, serial number, battery level and turn on and turn off process in case of any dispute.

      In your case maybe accept the return of your phone and check if its your phone and see if it can turn on and go from there.

      • mcaekey on 03/09/2024 - 09:16

        Good idea. I have a watch to send back so I'll do this beforehand.

        • falloutshank on 03/09/2024 - 09:49
          +1

          Forgot to mention also make sure your return label is shown as well.

      • Flippant on 04/09/2024 - 13:11

        UV pens are good for that. Make a few marks on the outside as well as the inside of the items if you can, I use them for all the 2nd hand gaming stuff I sell on Trade Me after being scammed by a buyer years ago who returned their own faulty controller claiming it was the one I sold them and even though I knew it wasn't I had no way of proving it to Trade Me so refunded them to save the hassle of fighting to get a red face removed.

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