Samsung Galaxy Note 7 Refund for a Phone Purchased from Mobileciti

LRimus on 21/02/2017 - 06:45

Fellow OzBargainers,

Just want to check your experience on the Note 7 recall, in particular full refund. I bought a Samsung Note 7 from Mobileciti in August, 2016. When Samsung declared the recall, I contacted Mobileciti but they were not happy to take the phone back and offer full refund because I didn't have all the packaging etc. despite Samsung didn't want any of them but just the phone.

Then I contacted Samsung recall team and they agreed to offer full refund. After several reminders, on 4th October a courier from Toll Priority picked up my phone. After numerous contacts/emails, I'm still waiting for my money. Every time I contact Samsung same response "will expedite and get back soon".

In January 2017, I complained to NSW Fair Trading. However, Samsung has responded to Fair Trading with false info. Once tilde I have already been paid. Then told Optus has paid. When u said I don't have anything to do with Optus (not within last 6 years), then Samsung has told it must be Vodafone. But, why would Vodafone pay me while I purchased the phone outright. Then the Fair Trading officer told me verbally that they can't or at least she can't do anything more. This is to my amazement. Any bigger multinational company can screw anyone in this country and government would easily bend their back.

Any suggestions what I should do? Appreciate all your advice.

Mobile

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Comments

  • tomsco on 21/02/2017 - 08:40
    +1

    Small claims court?

  • Caped Baldy on 21/02/2017 - 08:46
    +2

    How did you pay? Possibly make a claim if it was credit/debit card. The money should be refunded via your purchase method.

  • follow on 21/02/2017 - 09:22

    Unlucky. When I got a refund I insisted to get refunded first then I'll send the phone. They did and went smoothly.
    Try small claims. They'll most likely settle as it's not worth their time to fight it.

  • universe on 21/02/2017 - 10:38

    If it was conveinient, i would have just took it to your local airport. They gave cash on the spot at their Sydney booth.

    Doesnt sound like samsung though. Maybe they received the wrong banking details and paid to some random. Id try claim through creditcard

  • garetz on 21/02/2017 - 11:11
    +2

    Always get the money first, before sending it back, you learnt a valuable lesson.

    Escalate the complaint to Samsung complaints, keep escalating till you get your money back.
    Also escalate through fair trading too.

    Going to small claims will cost you time and money, it propably isnt worth your while.

  • [Deactivated] on 21/02/2017 - 11:20

    This is totally your fault too. Why on earth would you throw away the original box?

    Mobileciti were at fault here also. You should have complained directly to the manager and showed them the Samsung recall webpage.
    Mobileciti just stitched you up.

    • MrMcHairyHead on 21/02/2017 - 11:41
      +1

      Why on earth would you throw away the original box?

      Maybe because they weren't expecting the phones to start exploding all the time?

      You are not required to keep the original packaging to get a refund or replacement on a faulty product - both by law and common sense.

      https://www.accc.gov.au/consumers/consumer-rights-guarantees…

      • [Deactivated] on 21/02/2017 - 11:46
        -5

        Maybe because they weren't expecting the phones to start exploding all the time?

        That's irrelevant. That's not the only way a phone can be deemed as faulty. Less than 100 phones exploded out of 3 million. Get over it.

        Not everyone has your level of common sense, because the OP was just refused a refund.

        The recall was also issued like a month or two after the phone was released. Anyone who throws away their packaging after a month is careless.

  • MrMcHairyHead on 21/02/2017 - 11:43

    I reckon your easiest bet is to post this on reddit and twitter and such, and try to get some Android blogs to post about it. Try to get a media shitstorm going on them, people love Note 7 stories.

    "Samsung takes back user's recalled Note 7, but refuses to refund".

  • Rimus on 21/02/2017 - 13:15

    Thanks heaps for all your input.
    I've paid with my credit card (Coles MasterCard). Has merchandise protection. Not sure whether I can claim through that, defect within 6 months. Note 7 was a beautiful phone and I was not expecting to go anything wrong that soon, so didn't keep box etc. Also, seeing all the deals submitted here for Mobileciti and people's comments, didn't expect this level of customer service from them either. Sorry, I'm not trying to give excuses.

    What is this 'small claim Court'? Is it worth going through that?

    I've posted a comment on Samsung's Facebook page, which they have responded now. Will see how it turns out. I'll keep you updated.

    Many thanks once again.

  • Unorthodox on 21/02/2017 - 22:22

    Why not chargeback against Mobiliciti?

    • ronnknee on 26/02/2017 - 17:28

      While I agree that Mobileciti should've taken back the phone, Samsung had taken the phone back and not refunded OP so it would be unfair to file a chargeback against Mobileciti.

  • Rimus on 25/02/2017 - 17:27

    Hey All,

    I've been asked contact Samsung via private message in response to my comment on Samsung's Facebook page. Provided reference numbers and other details on last Tuesday. Had to remind them again on yesterday. Just after the reminder via Facebook massage, I've got a call from Samsung confirming refund has been approved and will be in my account within 3 businesses days. I've been told the same story before, month or two earlier, by the note 7 recall team. Hope for the best!

  • Rimus on 27/02/2017 - 13:28

    Hi All,

    I've got money in my account today. A lady from Samsung called in the morning and confirmed as well. Seems complaining in their Facebook page made the trick.

    Many thanks for all your helpful comments and advice.

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