Hi all, would really appreciate some advice…
Bought a Samsung American fridge/freezer 4yrs10mnths ago. Freezer suddenly stopped cooling yesterday.
Was so relieved to discover that the appliance was (just about!) still within the five-year warranty/guarantee period so gave Samsung call, expecting a straightforward resolution.
Was told that they cannot see that I registered for the extended guarantee so there is nothing they can do. I have been buying Samsung appliances for the past 15+ years, BECAUSE of the five-year cover. I am well versed about registering our appliances for the guarantee but, lo and behold, seemingly have no proof that I did register for it - nothing in my email or Samsung account.
Provided proof of purchase as they requested but still no joy.
I know from now to always ensure I receive confirmation of any such guarantee, but am wondering if there’s anything I can do to try and get them to cover the repair, please? Anyone had any such experience with them
Thanks in advance xx
Bought a Samsung American fridge/freezer 4yrs10mnths ago. Freezer suddenly stopped cooling yesterday.
Was so relieved to discover that the appliance was (just about!) still within the five-year warranty/guarantee period so gave Samsung call, expecting a straightforward resolution.
Was told that they cannot see that I registered for the extended guarantee so there is nothing they can do. I have been buying Samsung appliances for the past 15+ years, BECAUSE of the five-year cover. I am well versed about registering our appliances for the guarantee but, lo and behold, seemingly have no proof that I did register for it - nothing in my email or Samsung account.
Provided proof of purchase as they requested but still no joy.
I know from now to always ensure I receive confirmation of any such guarantee, but am wondering if there’s anything I can do to try and get them to cover the repair, please? Anyone had any such experience with them
Thanks in advance xx
29 Comments
sorted byAssuming the trader is still trading it's a straightforward (lack of) durability claim against that trader, although the trader may attempt to hopelessly shirk responsibility by requesting you prove the bustedness issue was present on delivery, which is basically to show the "fault" isn't user error or user abuse. As the subject item is a fridgefreezer and is unlikely to have been abused by you permitting it to be chased around your garden by your aggressive pet goldfish, just bang in your Consumer Rights Act Claim. Use the standard Which template to prevent having to write a dreary disinteresting dull story to tell the trader about why it's busted:
which.co.uk/con…ced
If credit was involved in the purchase you can also approach the credit provider with the same claim, and a credit provider claim would likely be the most efficient route to resolution.
How did you pay for it?
I'm not sure what you can do if you didn't register as I do believe that is a requirement in their term's and conditions
90% of problems of freezers that I have looked at is the the frost free fan/channel has a big build up of ice.
it was also almost 5yrs ago, as most people can’t remember exactly what they did 5 days ago it could easily not have been done and you’re just assuming you did it.
if this was in court then I’d imagine your lack of proof would mean you’d lose.
think you’re going to have to suck it up and take the hit and learn from this experience for the next time you register for a warranty - ensure you get proof it is registered
now on!
Either way, they’re implying that I didn’t register and I can’t prove I did - so I’m wondering if there’s any way I can persuade them to help x
uk.trustpilot.com/rev…/uk
Says it all really (edited)
Current Samdung 5yr extnd wrnty terms are clear about the requirement for the consumer to be able to quote content of the wrnty conf email;
doubt that will have significantly changed in last 5 yrs.
I sent several emails to the Samsung customer services email from my account web page and they said the same no joy? I eventually got a reply when I complained to Samsung customer services in the UK somewhere not sure of email address but I'm sure I got it from going on the UK retail site who then chased it up and confirmed I was covered and sent me a warranty email.
I registered a fridge freezer with Samsung two months ago and received a warranty email straight away and wonder if there was a problem 4 years ago with registrations going wrong?. (edited)