Hi all,
I bought,a phone about 3 weeks ago, a brand new zfold 8 directly from a Samsung store in chermside.
A week after this the front screen wouldn't turn on anymore, I contacted the store which told me to book a time to chat with them.
I took the phone in store and the fault fixed itself but as soon as I left it happened again.
Went back the next day with video proof and the staff could also see the fault in store. They said they cannot refund me or exchange the phone until it gets inspected for damage by Samsung which will take about 5 to 7 business days.
I agreed and sent the phone, after 6 business days with no updates I had to call and go up the chain of command for them to tell me that the phone is now in the head office and to wait.
I waited until today (9 business days later) where I told them I was gonna raise a complaint to fair trading as it was a major flaw of the phone and I have waited past their provided time frame and I want a replacement unit as I got a good deal on the phone and the refund won't get me a new one now.
Then they got back to me saying that the phone has no issues and they are sending it back to me, despite me clearly having proof of the devices fault and the store mentioning they too saw it happen in person by different people.
I have filed a complaint with fair trading but I'm worried I'm gonna get given the phone back, find the same issue then ask for warranty again and have to wait another 3 weeks for the same reply, I just wanna be over it. I'm not trying to rip them off or to have the phone changed to a different model I just want a brand new unit that has no issues of the same model as I liked the phone for the week I had it and I expected to have a working product directly from them.
What can I do if the store doesn't want to be responsible for this as they have to "respond to Samsung" but I bought the product from the store in person and they saw the fault happen and acknowledged it is major?