So you may recall i said nice things about the chromebook, lightweight, quick, easy and good battery life. It did most things I wanted and rarely was it troubled. And then Blue, blue was the colour, everything went blue.
I tried to speak to the retailer Tesco in this example, who decline my right of return, as 3 months is too long. I would suggest 3 months for a new electrical item is anything but, and they said they needed a chance to repair. Ok, but they dont repair items as the warranty/guarantee sits with Samsung so they say. I’ve checked and in law we can ignore that, but they need a chance to remedy a fault. Which is fine, but they kept saying they dont repair stuff, and needed to go to Samsung. Circles were went around and in the end, I spoke to Samsung, who a) left me an abrupt voicemail and b) want photos of the problem, which they then couldnt open.
I also point out Samsung were sending emails to me from COUSTOMER support which, err, may be wrong. Repair agreed around christmas time, so working days only etc, which i can understand. Its a computerised process and this is where it went a let wrong. I got a text to say repair people would be intouch to arrange collection. From this i expected a call/email/letter or something to let me know the plan and when to collect. What acutally happens is a text from DPD telling you a parcel is coming. No context no nothing. As it was christmas time, I assume it was an incoming parcel and not Samung/its agent, so the man arrived, and the Chrome book wasnt there. Arse.
I managed to rearrange the delivery, thanks to DPD who were really good.
I rang the repair agents to check it would be ok and was told it would be -phew.
Then a text saying the repair had been cancelled, so back on the phone to Samsung, who explained it was an issue and the courier had been cancelled and rpocess starts again with another two day wait. Alas the man at Samsung appeared to be making things up as the courier still came and collected, and the repair went ahead.
To be fair to repair agents, they apologised for cancelling in error, but a new order had to be raised, which meant another courier collection for an item already collected – oh the joys of automation. I managed to get them to cancel that collection! I recieved 3 further cancellation texts from Samsung, which I started to ignore.
DPD tracking let me see the item arrive at the repair agent, nd they turned it around very quickly. A new motherboard, I’ve learned, so a bluescreen = broken broken. Item returned via DPD. However, another text message from SAmsung tells me the item has been delivered. I ring them to check, and it has been delivered that means its been delivered to the courier – top tip Samsung, make the text say that, rather than confusing the issue.
So its repaired, and working, as I type on it now! phew
Samsung score 2/10 for item breaking so soon
Samsung support score 1/10 – making stuff up is bad, sending emails from COUSTOMER is bad, the automated process not making sense is bad.
Repair agent – Digicare – thanks for fixing it 8/10 – only let down by cnacelling the order in error, but you did apologise and I thank you for that.
Tesco for being awful about a return/repair 0/10. If it breaks again, I shall be after money back and something different!
Thanks for reading this rant!