Anyone Having Trouble with Claiming Samsung Bonus 3D Blu-Ray Player + Glasses That Bought from ELJO?

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ELJO.com.au

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  lufee on 13/10/2010 - 21:36

  me too. Mine stuck on validation step as well like a months now.. participating retailer..

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  [Deactivated] on 13/10/2010 - 23:19

  Mine has just been rejected. The Samsung tracking site says:

  "Unfortunately as per the terms and conditions, purchases made from online retailers (without a shopfront) are ineligible for this promotion. We apologise for any inconvenience."

  The Eljo offer clearly stated 3D blu-ray player and now it turns out this was a load of bull. What a rip-off. I want my money back.

  • 

    kumak on 14/10/2010 - 09:19

    Have you tried to contact Eljo and complain about this?
    If you have, what did they say?

    • 

      [Deactivated] on 14/10/2010 - 09:32

      Yes, got a reply very quickly too. Eljo reckons they requested and received authorization from Samsung to participate in the promotion. They've raised the issue with Samsung and they expect resolution within a week.

      Might be the case that a claims checker took it upon themselves to deny all online retailers, even those that were approved participants? Who knows. I'll find out next week.

      • 

        [Deactivated] on 14/10/2010 - 17:26

        I sent a snarky e-mail to Samsung and they upgraded my claim status from Rejected to Approved. Or possibly Eljo intervened on my behalf. In any event I've now paid for postage and the only step left is "Dispatch Gift". Fingers crossed.

        • 

          tiger33 on 14/10/2010 - 20:45

          @[Deactivated]: Have emailed Samsung now. Will report back if/when I get a response.

      • 

        tomtom1 on 21/10/2010 - 04:02

        Is it possible to grab your claim number once you have received the player and glasses? Might help us out a bit.

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  rinbond on 14/10/2010 - 11:16

  maybe parallel imports

  Yes. We offer an Australian warranty on certain products. For more information on your selected product's warranty, please refer to the extended information tab on the relevant product page.
  How do I make a claim under your warranty?
  If you encounter issues or deem your item to be faulty within the period of your 1 year Australian warranty, the warranty process is as follows:

  Step 1: Please read the Support section to check if the fault can be easily and quickly fixed. Almost 90% of issues are generally resolved by checking the FAQ section.

  Step 2: Please contact Eljo Media Solutions at [email protected] and outline the issues you are having with your device. One of our support staff will respond to your query ASAP (Usually within 1-2 hours) and attempt to help you fix the problem via email.

  Step 3: If one of our support staff was unable to fix the fault via email, you will be instructed to send the item back to our Head Office:

  Eljo Media Solutions Pty Ltd
  33-35 Jack Rd
  Cheltenham
  Melbourne
  Victoria, 3192

  When received, we will send the product in for assessment at our repair centre along with a receipt for the shipping costs associated with sending it in. If the item is deemed to be faulty, we will attempt to repair it. We will then send back the repaired item to you, reimbursing you for your shipping charges. If the item is found to be faulty but is unable to be fixed, we will send you a new item, along with reimbursement for your shipping charges. If the item is deemed to be faulty and/or damaged due to mishandling on your behalf, you will be charged a $50 assessment fee and the faulty and/or damaged product will be returned to you at your cost.

  Eljo Media Solutions' warranty is not transferable and only applicable for the item purchased. Eljo Media Solutions warranties only cover selected Eljo Media Solutions devices and not any other components sold by us.

  All warranties are deemed to be void if the returned product is found to have been mishandled, physically damaged or used in a way not intended (including using the wrong voltage). All warranties are deemed to be void and null if you open the casing to the item. If you have a problem with your item, do not attempt to open it yourself. Rather, please contact our support team for instructions.

  Eljo Media Solutions' products run off software. As such there will occasionally be software bugs that can be fixed with firmware updates provided by us. Any bug that can be fixed by a firmware update does not constitute a faulty media player and is not able to be refunded or sent back under warranty. If you believe you are encountering a software bug, please contact us.

  Eljo Media Solutions does not provide replacement for warranty items while you wait for your item to be assessed, repaired, replaced and/or returned

• 

  rinbond on 14/10/2010 - 11:57

  The promotion excludes Participating Products purchased through any online discounter (including shoppingsafari.com.au, thebargainhunter.com.au, shopbot.com.au), online bidding or auction websites (including ebay.com.au) or otherwise purchased through unauthorised retailers. For clarity, the definition of a Participating Product expressly excludes "C grade" or "seconds" products. The Promoter recommends that prior to purchase the customer verify that the retailer is authorised to participate in this promotion.

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  Trance N Dance on 14/10/2010 - 13:27

  But since they advertised it, they gave the impression that you will get the bonus. If the bonus does not go through then don't you have the right to return the item for a full refund under false advertising, product does not fulfull the purposed intended for purchase, etc, etc. Either that or the seller has to shell out to give you the equivalent out of their own pockets.

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  djones145 on 14/10/2010 - 14:15

  the rep is on this site
  PM him this topic and get him to respond

  also try whirlpool
  they value the reputation these forums/websites give them (cheap adervisting) so they come and respond faster

  • 

    kumak on 15/10/2010 - 10:36

    I emailed Eljo yesterday to join the forum and this is their reply:

    Hi xxxxx,

    We are making progress with our efforts to have this resolved and once it is finally resolved we will post a comment regarding the situation. We appreciate your understanding during this process and hope to have a resolution on this shortly.

    Just so you know our position, ELJO has been part of their promotions this year, we had spoken with them during the last promotion and were given approval to be an authorised participant, we had all of our customers claims from the last promotion validated during their previous one, with no issue and nobody being declined.

    We received no notice from Samsung that our status had changed until we heard about our first customer being declined only recently. Since then we have been in talks with their promotion team and with Samsung to have this matter resolved.

    We apologise for the inconvenience this has caused but are confident of a positive result for all our customers in the coming days.

    Best Regards,

    Customer Service Rep.

• 

  tiger33 on 14/10/2010 - 15:27

  Mine was rejected as well. Have been in touch with Eljo and, after several emails, they are now saying they will keep trying until the promotion ends (31 October). I'm not overly happy with this, but will wait until the end of October as they have otherwise been a real pleasure to deal with.

  If they don't come to an arrangement with Samsung, we're in a pretty good position to take action. This is copied from the ACCC website:

  "There is a very broad provision in the Trade Practices Act that prohibits conduct by a corporation that is misleading or deceptive, or would be likely to mislead or deceive you.

  It makes no difference whether the business intended to mislead or deceive you—it is how the conduct of the business affected your thoughts and beliefs that matters.

  If the overall impression left by an advertisement, promotion, quotation, statement or other representation made by a business creates a misleading impression in your mind—such as to the price, value or the quality of any goods and services—then the conduct is likely to breach the law."

  AND

  "If you have suffered a loss as a result of a business' misleading or deceptive conduct or misrepresentation, you may have a private right of action under legislation. Courts can order damages, injunctions and other orders against businesses found to have engaged in misleading or deceptive conduct. If you have lost money as a result of misleading conduct, you may need to seek legal advice about taking court action against the business involved. Alternatively, depending on the amount of money involved, you may be able to lodge a claim in your local small claims tribunal."

  I hope it doesn't come to this, because Eljo have otherwise been great to deal with, however the law is clear and our contract was with Eljo, not Samsung, and Eljo took the risk of advertising the promotion without being 100% sure that we could participate. Whether they intended to or not, their actions have clearly mislead us. I feel sorry for them, as it looks like they might have been screwed by Samsung, but again, that's not our problem.

  If it comes to this, a few of us get together and toss in a few dollars and we can organise to take it to small claims and it shouldn't cost much. But from what I've seen of Eljo so far, I would hope that they would come to the party with compensation before that happens.

  If you participated in this deal it would be worth posting here so we know how many people we can get together to discuss what we could do if the end of October comes and goes without a resolution.

  In the meantime, go get 'em Eljo!!

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  Improv on 19/10/2010 - 13:29

  I have spoken with Eljo again today. After three weeks of chasing it would be nice for Eljo to call or email at least once with a status update. Even if it is to say we are still working on it. Nonetheless I received the same story. Basically both parties pointing fingers at each other.

  I have now lodged a formal complaint with Consumer Affairs (I am not the first) and will not be waiting till the 31st October. I recommend others also lodge a formal complaint (https://online.justice.vic.gov.au/forms-cav/GeneralComplaint). Hopefully this will help provide a successful outcome.

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  tomtom1 on 21/10/2010 - 04:01

  +1

  I've also had my claim rejected. Have gotten the same story from Eljo detailed above, while Samsung have said they'll get back to me (which was over a week ago and still haven't heard).

  I'd agree also that it sounds like Eljo are being screwed by Samsung. If they can't come to an agreement with Samsung, I'd expect Eljo to step up for the claim, or at least offer a full refund and return of the tv.

  I'm happy to give Eljo a bit more time, up until this point their service was promising and it would be a shame to see them shot down so early due to a miscommunication with Samsung. However I'll also be lodging a formal complaint if a resolution does not come soon.

  • 

    overlook on 21/10/2010 - 06:48

    miscommunication? i thought its clear that samsung's t&c state you are not allowed to buy from online shop that has no shop front.could be Eljo just think they would slip thru and make false claim to shopper?

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  jmg146 on 21/10/2010 - 09:45

  +1

  Hi Guys,

  Just a quick update for you regarding the promotional issue.

  The last few days have seen numerous conversations with Samsung regarding our status in their promotions. A final decision is to be made shortly, this has been backed up by a visit from one of Samsungs staff yesterday to our showroom.

  As soon as we have clarification of a result on this matter we will post an update here, along with an email to all our customers.

  We apologise for the length this has dragged on for but are confident of a result in the very near future.

  If you want to ask any questions regarding this matter dont hesitate to contact us.

  Regards,

  ELJO Team

  • 

    kumak on 21/10/2010 - 13:29

    Fingers crossed

• 

  acdc on 21/10/2010 - 14:33

  Hi jmg146
  The only question that needs to be asked and that all your ozbargain customers would like an answer to is,
  should Samsung continue to refuse/decline your status as "a participating retailer" what will you do?

  1 - Provide all your ozbargain customers with a promotion pack incl 3D blu ray player at Eljo's expense or
  2 - Agree to have TV's returned and full refunds given or
  3 - Claim it is Samsungs fault, apologise etc etc and refuse to compensate your ozbargain customers

• 

  xaznbluesx on 23/10/2010 - 17:57

  seriously hope it pulls through. been waiting a while for the the receipt to be confirmed and was shocked when it was rejected =(

• 

  [Deactivated] on 26/10/2010 - 15:10

  +1

  I bought the TV with my gold credit card so I'll be pulling buyers protection if a no favourable outcome is to be achieved.

  Then I'll make good on my words and file against Samsung via ACCC and boycott their products. Hopeless bunch that only "escalate my emails" and promise to call me back, without delivering on the promise.

  I don't believe Eljo tried to deceive us into making the purchase but I will not accept anything less than my redemption, as the screw up was not mine.

  Some handy info:

  Section 52 of the Act applies to Eljo
  Section 54 of the Act applies to Samsung

  Consumer Affairs Victoria
  1300558181

  ACT Office of Regulatory Services
  02 62070400

  EDIT:
  Looks like I'll be getting my Blu-ray http://forums.whirlpool.net.au/forum-replies.cfm?t=1486788&p…

  I asked if they will be doing this for the other Eljo customers and they said yes.

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  rmamila on 27/10/2010 - 17:04

  Finally.. I see my redemption has been validated now ("PROBLEM" Red stamp is now gone and now it's a green tick instead) Still long way to go in the process. Fingers crossed.. I might get my redemption now. Still I am not in a position to completely believe in Samsung customer service. So I would rather wait till they send me the Bluray before I claim that I am receiving the Bluray redemption from Samsung. Hope it would go through the other steps without them finding any more excuses for not to honor the promotion.

  Btw, I bought from ELJO. I think it's a good idea if some one from ELJO can give an update on the decision made by Samsung at the end.

• 

  jmg146 on 27/10/2010 - 17:25

  To ELJO Customers,

  We will be making an announcement regarding the promotion situation very soon, We're just waiting to get final confirmation from Samsung.

  Best Regards,

  ELJO Team

  • 

    [Deactivated] on 27/10/2010 - 19:46

    Don't leave us hanging! The rumours are flying thick and fast on Whirlpool.

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  jmg146 on 28/10/2010 - 18:42

  +6

  To Eljo Customers registered for Samsung’s Grand Final Fever Promotion,

  Thank you very much for your continued patience as we have been working through the matter of our rejected claims with Samsung.

  It is now however with great pleasure that we can inform you that we have finally resolved the matter with Samsung in your favour. The status on all of your claims are in the process of being updated, and you will be receiving your bonus items in due course.

  We would like to appologise for our part in the confusion and any inconvenience that it has caused. To help ease the strain, we would like to offer free shipping on your next order, shipped to the same address as the original order and on any product. This offer is available by quoting your original invoice number either over the phone on 1300 886 962 or popping into our showroom. Our sales team will be able to process the discount for you manually.

  Thanks again for the patience and we trust you’ll enjoy using your items when they arrive.

  • 

    kumak on 28/10/2010 - 23:46

    THANK YOU ELJO! Thanks for all your effort.

    Will definitely buy from Eljo again.

    PS: How about free pair of 3D glasses instead of free shipping???

  • 

    jimqu on 29/10/2010 - 17:57

    Well done Eljo (Elliot). Great doing business with you…definitely buy again..

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  [Deactivated] on 06/12/2010 - 12:14

  Anyone still waiting for their bonus?
  90% for last three weeks and will be going on holidays soon :(

  • 

    jmg146 on 06/12/2010 - 18:20

    We'd expect you to see them very shortly. Matter was resolved at the end of October, and Samsung tend to take 6-8 weeks to process them. Shouldn't be too much longer now.

  • 

    kumak on 08/12/2010 - 09:50

    Just received email from Samsung Promotion that my bonus has been successfully dispatched yesterday.

    I paid my bonus on 5 Nov 2010.

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  GreatWhiteHunter on 06/12/2010 - 14:00

  Well done Eljo - looks like a win against Samsung….

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  syrizz on 04/03/2011 - 02:21

  @ ELJO:

  I bought a 3D tv in the first week of January(extended promo). I was advised by the eljo team not to register myself as it would be better for them to handle all the promotion paperwork themselves and inform me when i have to make a payment towards postal charges. After waiting a week i made a number of calls to eljo to enquire if they had registered me for the promo with no definite reply. I didn't want to miss promo so i registerd online myself. I called them and let them know that i had registerd. Eljo said i shouldn't have done it, but after two days confirmed that it was all taken care off and they will let me know when to pay. I am still waiting with no response.
  When i enter the claim number(the one i had registered) to track my status online it says samsung is yet to receive my original receipt and im stuck at registration level.
  What the hell is going on, can anybody explain?
  Anyone with similar experience?
  If i contact eljo all they are asking me to do is wait!!!!I can, if i have some assurance or knowledge of whats happening!Now im like in a pitch dark room with eyes open! I dont even know if they posted receipt!Or if therz a new claim number!

  i will see what they have to say about this and take the next action!