Http://www.facebook.com/mar. Seven. 35/posts/1378234482394648
Purchased a brand new Samsung NP-RV520-A07UK laptop on November. It suddenly stopped working - simply won%u2019t turn on (no power - battery & charger works fine).
It was still under warranty so took it to the Authorised Service Centre %u201CSamuel King LTD UK%u201D (19/06) who refused to handle the laptop as I was unable to locate and therefore produce a receipt. Contacted Samsung Support (0330 7267864, dear_customer@contactus. Samsung.com) as advised who:
(1) Initially denied the existence of %u2018Purchase Date%u201D shown on the BIOS which should have established WHEN the unit was purchased!
(2) Eventually, she acknowledged after consulting with someone else. But now she had another excuse %u2013 claimed that it is inadequate as %u2018Purchase Date%u2019 can be changed!
(3) She then flogged me off by saying someone from Customer %u201CServices%u201D will call me as she simply cannot help despite the fact it is still under warranty if we go by the manufacturing date of the unit (November) %u2013 which she claimed that Samsung accept (I am referring to EU directive %u201C1999/44/EC, page 7%u201D). This was echoed by an android from the %u201COnline Support Team%u201D: %u2018%u2026I can't assist you with a repair, your case has been escalated above tech support to customer services, I am afraid you will have to wait for their decision%u2026.%u2019%u2026.
A presumptuous individual from %u201CCustomer Support Centre%u201D (uk. [email protected]) called back just after I sent another email on 21 June 16:37: 06, rehearsing the same trick as the Customer %u201CSupport%u201D:
(1) Again, she was unaware of the existence of %u2018Purchase Date%u201D shown on the BIOS.
(2) But wanted to flog me to the Customer %u201CSupport %u201Cagain as she claimed not being technical (I was pressing about the %u2018Purchase Date%u2019). I did not accept so as not to exhaust my energy in an endless cycle!!! This was repeated again in a different tone by another android via email when I wanted them to explain purpose of %u2018Purchase Date%u201D in writing.
Samsung never answered my questions (sent via [email protected], [email protected] - their presscorporate contacts):
(1) The purpose of %u2018Purchase Date%u2019 shown on the BIOS?
(2) Why conveniently disregard purpose of %u2018Purchase Date%u2019 shown on the BIOS even if it can be changed? If we apply the same logic, why even ask for receipt which can also be changed/forged, etc.? You have to check first and then claim whether it%u2019s changed, forged, etc.! In any case, if it is true, it simply demonstrate a design flaw by Samsung %u2013 unfit for purpose. Having said this, I recall updating bios which did not change %u2018Purchase Date%u2019.
Very disappointed with: (a) Samsung Product - a laptop failed within 7 months with light use %u2013 it still looks practically new %u2013 not even a spot. (b) Customer %u201CSupport%u201D and %u201CService%u201D knowledge of their own product that defies reality and logic. (c) Denials & endless cycle is to ensure you don%u2019t get the supportwarranty you are entitled to. (d) Unlike other decent companies, I was unable to find any complaint procedures.
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