Need Help - Physical Damage Monitor after Warranty Repair

arimadono on 15/05/2019 - 11:06
Last edited 15/05/2019 - 20:35 by 1 other user

Hi all, I would love like to ask your opinion about what can I do in this situation.

Here is what happened:

-I sent my Samsung monitor ($300) for warranty at Umart 2 months ago (yellowish border)
-Got called from Umart 4 days later that they couldn’t identify the problem so I had come back to Umart so show them and they accepted it
-Waited for 2 months, finally received email to pick up the monitor
-I picked it on same day receiving the email, picked up at 5:15pm, walked out the store without checking
-Arrived home at around 6:15, turned on the monitor and it was physically damaged (LED panel broken, but the outer screen still undamaged, you won't know until turning it on)
-Emailed Umart, since it physical damage so they cannot do anything and they checked the footage so it wasn't their fault
-Called Umart, same results, they cannot let me see the footage since it security reason

My biggest point is that I can say it's not my fault and Umart can also say the same.

So my question is: is there anything I can do in this situation?

Any help is appreciated, thanks for reading!

Poll Options expired

• 8
  Continue pressure Umart
• 6
  Contact ACCC and hope for the best
• 1
  Contact Samsung and bear the repair cost
• 11
  Thats my fault for not checking so keep move on

Related Stores

Umart

• 

  QW3RTY on 15/05/2019 - 11:27

  +2

  1. According to your description, there's a major fault with the monitor with no evidence of external damage.
  2. Also according to your description, the warranty repairers noted that initially once they received the screen with no evidence of fault, and subsequently asked you to come in to identify the minor fault, which they subsequently accepted.
  3. After receiving the screen back there is now a new major fault which was not previously identified.

  Outline these facts above and put it into writing to Umart that you received the screen back from a repair (which they arranged under warranty) in a state that constitutes a major fault.

  Advise that if they refuse to provide a remedy for this major fault you will be making a claim under Australian Consumer Law with the ACCC. Tell them you need a response in 10 business days, they'll likely fold before you escalate.

  Did this twice with two LG phones which required frequent repairing, main boards kept exploding. Eventually got new handsets.

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

  • 

    MistaL on 15/05/2019 - 12:07

    +1

    The difference with your situation and his is that there is now claimed physical damage on the unit, if the monitor he got back isn't switching on anymore, then it would fall in the same category as yours.

    I think what UMart is claiming is that it was damaged on the way home with OP from the store to his house, and OP is claiming it was damaged while in the care of UMart.

    A bit hard to argue to be honest, it would sort of become their word vs yours as to where it was damaged.

    Personally if I am sure I didn't cause the damage, I would keep pressuring UMart.

    Good luck with it OP!

    • 

      arimadono on 15/05/2019 - 20:30

      Thanks guys! Ill keep pushing on Umart and also contacted ACCC because I couldnt teat the monitor when picked up, all I heard was that the monitor was checked and there is footage that there is no mishandling in their part.

• 

  qwerty on 15/05/2019 - 12:21

  Umart has evidence that the monitor was working while in their care but will probably wait for accc or a small claims case to present it

• 

  Switchblade88 on 15/05/2019 - 17:27

  As a reseller accepting a warranty return product, UMart would have been wise to test your monitor before notifying you. If not, they can't prove it wasn't faulty when they received the goods.

  You already have proof they don't check their items, with having to call you in to prove the fault. Thus you can easily push this by claiming UMart never verified the returned item was working - and thus you have the claim the repaired/replaced item was DOA. Was the box security sealed by the manufacturer when you received it?

  Umart probably didn't CAUSE the damage, but if they can't prove it was working when received, they can't blame their courier/supplier/manufacturer for the damage and thus the onus falls to them to rectify. If you accepted an opened box (i.e. not manufacturer sealed, whether refurb or new) then the assumption is that UMart has opened it to check - but if they can't prove it was working, and didn't SHOW you when you collected, then they take responsibility for the opened packaging - and any damage found.

  • 

    arimadono on 15/05/2019 - 20:28

    Hi, I received the monitor without any box or protection wrap, just a plain monitor without any attached cable. Ill keep pushing Umart regarding this matter.
    Thanks for your help!

• 

  JoeSoap on 15/05/2019 - 18:00

  -1

  -Called Umart, same results, they cannot let me see the footage since it security reason

  ummm…I can't see any security reason why they wouldn't let you view the footage of the monitor working. This is a stalling tactic. and as switchblade88 advised they can't prove it was working prior to you picking it up.

  • 

    arimadono on 15/05/2019 - 20:34

    I work in a medical centre and all cctv footage only released with police warrant due to confidentiality reason so
    But still I made up my mine and will contact Umart again
    Thanks for your opinion!