Broken samsung fit

[Joannemcc]

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. 

[Joannemcc]

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

[Chris_B]

@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.  

[mikeliuk]

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...

[Joannemcc]

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