topic Re: Broken samsung fit in Archived Posts

Broken samsung fit

Joannemcc — Sun, 15 Aug 2021 11:37:59 GMT

Bought Samsung fit watch just over 2 months ago on the add to plan. The strap has snapped from the watch face. Contacted ee who put me on to samsung who then told me I should be going through ee. They said I could buy a new strap but surely its under warranty? Noone can tell me if I can cancel the contract and return the item. I would rather get a better smart watch.

Re: Broken samsung fit

Chris_B — Sun, 15 Aug 2021 12:52:00 GMT

@Joannemcc I hate to say this but watch straps don’t just break they need physical input from yourself. while you could go through EE and why not you’ll probably be charged for a new strap as this is wear and tear as straps don’t just break.

Re: Broken samsung fit

Joannemcc — Sun, 15 Aug 2021 13:14:54 GMT

I have wore the watch every day. I have done nothing that should cause the strap to break. I could understand if I had broke it myself but it has been day to day wear for 2 months.

Re: Broken samsung fit

Christopher_B — Sun, 15 Aug 2021 13:32:21 GMT

Hi @Joannemcc

Your warranty is with Samsung for the watch, so if they are unable to to replace it I'm afraid we can't help. Sorry.

Thanks

Chris

Re: Broken samsung fit

Joannemcc — Sun, 15 Aug 2021 13:36:02 GMT

I spoke to Samsung who told me to go back to the retailer. Essentially I'm paying for something not fit for purpose for then next 9 months? Really?

Re: Broken samsung fit

Christopher_B — Sun, 15 Aug 2021 13:41:21 GMT

I'm not sure why they've referred you back to us @Joannemcc,

Did they by and chance say why they couldn't replace it and thought we could?

Thanks

Chris

Re: Broken samsung fit

Joannemcc — Sun, 15 Aug 2021 13:49:30 GMT

They did not. They just said I should go through the retailer.

Re: Broken samsung fit

Joannemcc — Sun, 15 Aug 2021 14:07:58 GMT

From Samsung support...

Please allow me to explain that we can only process a refund if the device was purchased from our Samsung Shop team within 28days from the date of purchase, What we can offer to you right now is a warranty base repair. If you would like to process your refund, please get in touch with EE.

Re: Broken samsung fit

Joannemcc — Sun, 15 Aug 2021 14:08:51 GMT

Again from samsung support...

I apologise for that. However, we can only process your refund if you purchased the device from our online shop. But since you purchased the device with EE, they are the only one who can process your refund.

Re: Broken samsung fit

Christopher_B — Sun, 15 Aug 2021 14:19:55 GMT

I've checked this and we can't replace a watch strap or process a return.

If Samsung have looked into this and wont replace the strap then that's their decision to make as your warranty for things like wear and tear is with them.

If it was some kind of technical issue then we could look in to this further, but as it's not our hands are tied.

Thanks

Chris

Re: Broken samsung fit

Joannemcc — Sun, 15 Aug 2021 14:31:40 GMT

So essentially I'm paying for a sub standard product for the next 9 months?

Re: Broken samsung fit

Chris_B — Sun, 15 Aug 2021 17:30:38 GMT

@Joannemcc Please have a read of THIS the issue you might face is the watch had no issues when you purchased it and it could be argued that you didn’t look after the device and you caused this issue yourself. This wouldn’t come under not fit for purpose this will be neglect and miss use.

Re: Broken samsung fit

mikeliuk — Sun, 15 Aug 2021 18:45:33 GMT

Hi @Joannemcc ,

I'm sad to hear this has happened to you and to see that the current treatment which you have received to date is certainly not the customer experience I would expect to receive if I were in your position.

I've purchased many watches in my time and currently use a Withings watch for regular exercise and I absolutely believe you if you insist that you've not done anything strange to the strap to cause it to break.

I would recommend that you carefully read and consider the below professional advice regarding faulty goods and fitness for purpose (taking into account the cost of a product in judging how long it should last, a GBP 10 watch cannot be expected to last as long as a GBP 50 watch).

Absolutely, the retailer is responsible for any fault with a product and fitness for purpose in a short period of time which you've indicated the fault showed itself. I would recommend that you escalate the issue through two or three levels so that you speak to someone actually able and authorized to fix the issue (first-level advisers and people on this forum are unlikely to be authorized or able to do anything to help you), and to speak to a person whose time is more valuable than to be listening to a customer's complaint. This is usually easier if you've bought from a store but in the past I've also requested to use a store's phone (different retailer) to escalate issues.

Hope things work out for you. I can count a small number of retailers who I've vowed I would never buy from again when I have felt their customer service was sub-standard, and I've found those businesses to invariably go out of business a few years after that as customer service and the customer experience are paramount for winning repeat business.

I think anyone who tells you that the retailer is not responsible for a fault, and tells you to go to the manufacturer would themselves return faulty goods to other retailers such as John Lewis, Sainsbury's, Tesco, or Debenhams with absolutely no hesitation.

https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product-aTTEK2g0YuEy

https://www.which.co.uk/consumer-rights/shopping/faulty-goods

https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/return-faulty-goods/

Re: Broken samsung fit

Joannemcc — Sun, 15 Aug 2021 18:09:14 GMT

Thank you so much. I decided third time lucky and went back to ee. Managed to get put through to someone that actually did seem to believe me. They have put through a refund (the one I was told I could not get) thanks so much for your help