Three packs cannot be self-financed during warranty, and the criteria for determining the repair and repair of a triple-star super-fold mobile phone are questionable
News breaking official account 2024. 01. 1712:34
Three stars folding mobile phone maintenance determination criteria, causing consumer questions。
In recent days, several consumers have reported, through a quality-based complaints platform, that the folded mobile phones of the samsung zflip 4 and fold4 types they purchased were sent to the samsung maintenance company after several months of unprovoked exposure to screen leaks, abnormal shutdowns and so forth, and were informed that they needed to repair their phones at their own expense because of wear and tear。
On 16 january, a journalist called the after-sales service hotline, where he was asked to say: “whether a mobile phone is a professional staff member of a maintenance centre who would have been damaged by a human being will be able to ascertain whether it is covered by the three packages of policy safeguards based on the failure of the mobile phone and its appearance”
When asked about the professionality of the determination of the cause of the damage to the mobile phone, the other side said: “the staff member is professional and there are professional validation processes and rules and regulations.”
Multiple consumers report a bill for mailing during the triple-star folding of mobile phones
Mr. Yue stated that in april 2023 he had purchased a three-star fold 4 folding mobile phone at a store under the samsung line for a period of one year. After eight months of normal use, there was a leak in the cell phone screen, which he sent to the samsung maintenance centre in lanzhou, in accordance with the services policy of samsung。
A week after the check-up, the staff of the maintenance centre responded by calling mr. Yue, stating that there were visible bump marks on the face of the mobile phone, that it had been determined to be a human cause of the leak in the screen and that, in accordance with samsung's after-sale service policy, maintenance of the mobile phone would cost $2,500 and would provide a discount of 8. 50 per cent。
According to mr. Yue, his mobile screen was damaged by no one during his use or for accidental reasons, and he was not convinced that the samsung maintenance centre was being tested in a too hasty manner. Accordingly, mr. Yue requested a professional test report from the maintenance centre or a third-party test centre itself, and was willing to pay the full fee in the event of human damage. However, the lanzhou samsung maintenance centre indicated that they were not in a position to provide a written test report and would not accept the results of the third party tests. Subsequently, mr. Yue continued his complaint to the sansung maintenance centre in beijing, in which he replied that he could not perform the three-pack policy because of the apparent appearance of the mobile phone, which offered a discount of 6 per cent on maintenance, but was refused。
Mr. Yue told the news: “the samsung maintenance centre based its determination of the cause of the phone damage on the appearance of wear and tear, which i think is unprofessional and unfair to consumers. I hope that samsung will be able to carry out the three-pack policy of repairing the malfunctions for consumers free of charge.” as of the submission, mr. Yu's claim had not been resolved。
Ms. Lee (alias) from hunan chong county also encountered a similar situation as mr. Yue. In february 2023, she bought a samsung zflip4 set of mobile phones with a warranty period of one year, which, after 10 months of use, suddenly caused an abnormal shutdown and, six months later, a screen leak. She sent her mobile phone to the sansung maintenance centre in guangdong, where she refused to provide a warranty on the grounds of a scratch on her shell and asked ms. Lee to pay some $2,000 for the maintenance。
Ms. Lee said: “the three-pack policy does not provide for the non-punishment of phone scratches, and the process of determining the cause of the damage to the mobile phone at the samsung maintenance centre is not professional and rigorous and too arbitrary for consumers”
It was noted in the news that the “service provision for after-sale machines” of the samsung network was marked as “one of the following cases for which fee repair is performed”, including “consumer damage caused by improper use, maintenance, custody”, “failure, mutilation or damage caused by movement or fall”。
Tristar customer service: machine failure identification has professional processes and regulations
On 15 january, in response to a press call to the tristar hotline, the client responded that, with regard to ms. Lee's response, a settlement had been reached between the parties and the company had agreed to provide ms. Lee with warranty services。
On the same day, the news was sent to the sansung maintenance centre in beijing, claiming that the centre was not capable of producing a test report, and with regard to mr. Yue's warranty, the other party indicated that the consumer himself and the business sector had been told about the contact with the face of the purchased mobile phone, had been required to pay a fee for maintenance and had provided a discount of 60 per cent. As of the date of submission, the parties had not reached agreement。
On 16 january, news searches of key words such as “tristar phone” and “sold after triplestar” on various social platforms revealed that a number of netizens had questioned the criteria for determining the maintenance of the triplestar phone. As of 11 a. M. On 16 january, the number of complaints on a complaint platform containing a search term for “trisonic mobile phones” was 1990, with some of the netizens indicating that samsung had refused bail on the grounds of “human damage, wear and tear”. Consumer complaints have been made that “a small light spot appeared on the screen of samsung's mobile phone inexplicably, thinking of sending it through the samsung service during the warranty period, and that samsung designated the repair point staff not to say that i was artificially damaged and to ask for a fee for repair”
It was noted in the news that on a social platform some users posted that their triple-star phones had been damaged for human reasons but remained free of charge. The user post stated: “i was in a bad mood for breaking my cell phone, and then i broke my screen and sent it to samsung for repair and repair, and i changed my screen and the inside and the outside screen free of charge, and all the shipping charges were packaged.” but there are users who question the comment section: “how do they judge human damage or human?” the user indicated that his mobile phone had been sent for repair and that the staff member had said that he had bumped into him, and that he was therefore found unable to maintain the damage。
Tristar mobile phone maintenance determination criteria have caused consumer questions. On 16 january, a news conference called the samsung electronic service hotline, in which the client responded that “the determination as to whether the mobile phone was artificially damaged would be made by the professional staff of the maintenance centre and would be determined in the context of the three packages of policy coverage based on the malfunction of the mobile phone and its appearance”
When asked about the professionality of determining the cause of the damage to the mobile phone, the customer service of the samsung electronic service hotline responded that “staff members are professional and have a professional accreditation process and rules and regulations”
Journalists wanted to know the detailed standard system for determining whether a cell phone had been artificially damaged, claiming that the maintenance centre would be called back and that no response had been received as of the time of the submission。
