Warranty Repair for a Device Still on Contract with Optus

RSmith on 12/02/2023 - 11:28
Last edited 12/02/2023 - 12:44 by 1 other user

Hi All,

I have a Samsung tablet purchased last year and is still under warranty.

There is now an issue where the power button and volume down button have stopped working. I contacted the chat and they told me to take it to Optus store, which I did. Optus store told me that they can't help and advised me to take it to Samsung store for repair.

I was just wondering that my contract is with Optus and the device was also purchased through them. Why do I have to do the running around to get it fixed. Am I right in thinking so or am I just expecting too much from Optus.

Cheers

RS

Poll Options

  • 18
    Take it to Samsung store for repair
  • 12
    Let Optus organise the repair
Computing Optus Samsung Tablet

Comments

  • lachhelix on 12/02/2023 - 11:33
    +5

    Technically you can do both, but Optus are just going to send it to Samsung anyway - most well cut out the middleman and go direct to Samsung to save time

  • WatchNerd on 12/02/2023 - 11:41
    +16

    According to Aus consumer law the business that sold the product cannot refuse a warranty claim.

    Businesses must not tell consumers to take the problem to the manufacturer or importer.

    • Jimothy Wongingtons on 12/02/2023 - 12:02

      While this is correct if they’re going to be difficult about it, best to just go direct. When I had issues with my note 4, the Samsung repairer sent a courier to collect it off me as I knew going through TGG would add unnecessary delay. Thought that was good service.

  • AndyC1 on 12/02/2023 - 11:56
    +2

    Optus are on the hook for the warranty as you bought it from Optus. Make a formal complaint via the Optus web site (if you call then it will be in all probability be classified as an inquiry).

    If you want it fixed in a hurry then you will need to go directly to Samsung. If you can wait then go back to the Optus store you bought it from as most are franchise stores and therefore you need to go back to the original store and get them to take care of the warranty. if they still say no then do not leave the store until they give you something in writing saying that they cannot help you.

  • [Deactivated] on 12/02/2023 - 11:57
    -1

    Is the Samsung store literally next door to the Optus store you went to however you're just annoyed that you were told to go there?

    • RSmith on 12/02/2023 - 12:02
      +1

      No. Samsung store is around 25 mins drive from my place. If it was next door, I would have no issue.

      • [Deactivated] on 12/02/2023 - 12:05

        OK - just checking in case Pam was required to attend to this post.

        Also, you may want to consider moving closer to a Samsung store.

        • RSmith on 12/02/2023 - 12:08
          +2

          I will email Samsung to open a store near my house.

          • [Deactivated] on 12/02/2023 - 12:10

            @RSmith: They may not take too kindly to being told where to set up shop…. you have to write 'please'

  • freefall101 on 12/02/2023 - 13:16

    I remember Samsung warranty used to be so easy. I had a dodgy TV, they came and replaced the panel in it on the spot. Dodgy S7, just walked into the store and they replaced it.

    Currently trying to get a Samsung aircon fixed though… nowhere near as simple as it should be (I just need one part put in it. Sadly it's a $600 part or I'd just pay for it myself.

    • WatchNerd on 12/02/2023 - 13:51
      +1

      Do you still buy Samsung products?

      • freefall101 on 12/02/2023 - 14:02
        +1

        No. Aircon came with the house but it's still under warranty. I would have gone Mitsubishi.

        TV still actually works and was donated to my parents, my current one is a Hisense. I had a samsung washing machine and it broke after 3 years, replaced with a bosch. Phone worked for about 3 years but the cost of replacing the battery was ridiculous and the software sucked so I switched to iPhone.

        Fool me three times… I guess I finally learn.

  • djsweet on 12/02/2023 - 14:10
    +1

    Optus are not even allowed to direct you to Samsung to handle it, so they have already violated their responsibilities under the ACL. That said, it will likely be easier to go Samsung direct. Last time I did it, they received and returned my device by Auspost. Didn’t have to even go in.

  • Iluvfreebies-freeDel on 12/02/2023 - 14:39

    Optus is the retailer and Samsung is manufacturer. It is primary the retailer responsibility for any warranty claims. My advise is to speak to optus again tell that they are responsible. You can also raise a complaint from optus website or app.
    https://www.optus.com.au/support/feedback-and-complaints/mak…

    Once you raise a complaint you will get a complaint number and someone will contact from an oversea call centre, Make sure keep pushing them.

  • Kranbone on 12/02/2023 - 15:11
    +2

    You have the choice of going to either the merchant you bought it from (Optus) or the manufacturer (Samsung).

    I'd recommend going through Samsung, reason being you cut out the middle man, and minimise delay, as well as the risk of item being lost further in transit, etc.

  • KaTst3R on 12/02/2023 - 16:58

    Optus should be the one handling the warranty issue. The can dont physically take the tablet, but as minimum, they need to contact Samsung on your behalf to arrange the service.

  • AwesomeAndrew on 12/02/2023 - 22:43

    I had a great experience with Samsung's warranty service. I have a Galaxy Watch 4, and one day the watch band fell off. Re-attatching it didn't work. So I took it to the Samsung Express Service Point at Harvey Norman, and it was fixed within a week.
    You can find locations of service points on Samsung's website here: https://www.samsung.com/au/express-service-point/

  • Dong11 on 28/02/2023 - 23:27

    I also got the tablet from the same Optus deal. A few months ago, I couldn't turn the device on. Then, I took it to the Optus store. They filled out some paperwork and sent my device to another team (Optus Boomerang) for their assessment.

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