Have had a gut full of Samsung, and their pathetic excuse for 'customer service' and am now referring the matter to the ACCC. In the interest of being the squeakiest wheel, what avenues can anyone recommend for getting this issue heard loud and clear?
The condensed story is:
My husband has a Galaxy S8 phone, and also paid about $50 for a samsung branded car mount, which suctions to the windscreen. You'd think paying for their product would give you remedy, or assurance right? Think again....
When he was driving, the mount detached from the windscreen, and fell onto the dash, cracking the screen of his phone. He raised the issue with Samsung, who instructed us to take the phone to their service centre, which I did on his behalf. A week later Samsung called to say that because our claim alleges that the mount failed, we have to take that to the service centre too.
Fast forward a solid MONTH, we get a call that "they checked the release mechanism and cant find a fault no matter what phone they put in the cradle". I countered that we never alleged it was a fault with the mechanism, it was a suction issue. So a few days later they called back, to say "we checked the suction too and cant find a fault, but sometimes heat (aka not uncommon on a windscreen in Australia, one would think) can be an issue with the suction, but we do not consider this to be a fault".
Samsung are denying any liability for the repair, even though they are saying there is no 'malfunction' but that the suction can be affected by heat. Gee, that sounds like its 'not fit for purpose'. In the meantime I had to go pick up the still-broken phone, and had a quote for more than $450 (thats just for parts) if I want to pay for the repairs myself.
Absolutely livid that this is how they treat their customers, despite jumping through every hoop they presented, and waiting patiently for an answer. I will never buy Samsung again, but in the interim my husbands phone is worth nothing until this issue is sorted. The Case Manager at Samsung said there was no appeal process, and nothing could be done, so Im looking for other ways to put pressure on them.