How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Jo C. Your Own Question

Jo C.
Jo C., Barrister
Category: Law
Satisfied Customers: 30929
Experience:  Over 5 years in practice
12826847
Type Your Law Question Here...
Jo C. is online now

I purchased a Samsung printer in May of last year and have

Customer Question

I purchased a Samsung printer in May of last year and have subsequently had to have it repaired on 3 occasions and all the same problem. The drum inside the printer keeps jamming thereby not picking up the paper so it can print. This is preceeded by a very loud cracking noise. The first time I called and asked for a replacement I was told that I had to have two call outs and if the same problem occurred for a third time they would then replace it. When it happened for the third time they refused to replace it and again arranged for a technician to come out and inspect it. Because the toner cartridges inside the printer were not Samsung original (but they had been on the two initial occasions when the same problem happened) I was told that these were leaking (?) causing the drum to seize with a debris of toner. Within 3 days of calling a technician out for a third time the machine again suffered the same problem. They now say my warranty is null and void because I was not using original Samsung toners as it is classed as misuse and abuse. No where in the warranty does it say that. They do say however that they will send a technician out but that they will charge me! Kind of them. Ringing their customer service gets you nowhere and I was conned this afternoon by them saying it was the complaints department when in fact it was customer services (just with another number) and amazingly it turned out to be the same person I spoke to this morning from customer services who told me the warranty now meant nothing as on the last occasion when the technician came out (8th January) they were refilled toner cartridges. This seems to be what they class use and abuse. Surely I am at liberty to use whichever toner I wish and in any event the problem has occurred with samsung toners as well as the compatible ones. I now have a printer which is less than 12 months old which I cannot use as I cannot guarantee the problem wont occur again even if I use Samsung toners as I was doing on the first two occasions they were called out. This person in customer services told me he was as high up the chain as I could get and there was nobody senior to him I could speak to. I just can win and it is very frustrating. Please help. Gail Watkins
Submitted: 3 years ago.
Category: Law
Expert:  Jo C. replied 3 years ago.
Hi

How can I help with this?
Customer: replied 3 years ago.

As the printer is under 12 months old and they have now rejected my warranty on the face of it I have to now go out and purchase a new printer. As the problem occurred whilst using both Samsung original toner cartridges as well as refillable ones, I would have thought that the fault did not lie with the toner as they suggest. I wish to know my rights in this and whether or not I can force their arm to abide by the terms of their warranty. I am at a loss as to whom to write to as whichever telephone number one calls, you always end up in the same department, Customer Services who are no use whatsoever. Whilst exploring the web, it is amazing how many other people have suffered at the hands of Samsung Customer Services.


 


Thanks

Expert:  Jo C. replied 3 years ago.
Yes, so what is your question about this?

What Customers are Saying:

 
 
 
  • Thank you so much for your help. Your answers were really useful and came back so quickly. Great! Maggie
< Previous | Next >
  • Thank you so much for your help. Your answers were really useful and came back so quickly. Great! Maggie
  • A quick response, a succinct and helpful answer in simple English. I believe I can now confront the counter party with confidence -- worth the 30 bucks! Rick
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin
  • Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around. Esther
 
 
 

Meet The Experts:

 
 
 
  • Jo C.

    Jo C.

    Barrister

    Satisfied Customers:

    30316
    Over 5 years in practice
< Last | Next >
  • http://ww2.justanswer.com/uploads/EM/emus/2015-7-7_192327_bigstockportraitofconfidentfemale.64x64.jpg Jo C.'s Avatar

    Jo C.

    Barrister

    Satisfied Customers:

    30316
    Over 5 years in practice
  • http://ww2.justanswer.com/uploads/BE/benjones/2015-12-1_0437_ennew.64x64.jpg Ben Jones's Avatar

    Ben Jones

    UK Lawyer

    Satisfied Customers:

    11553
    Qualified Solicitor - Please start your question with 'For Ben Jones'
  • http://ww2.justanswer.com/uploads/BU/Buachaill/2012-5-25_211156_barrister5.64x64.jpg Buachaill's Avatar

    Buachaill

    Barrister

    Satisfied Customers:

    1754
    Barrister 17 years experience
  • http://ww2.justanswer.com/uploads/JO/jojobi/2013-3-19_0265_maxlowryphoto.64x64.jpg Max Lowry's Avatar

    Max Lowry

    Advocate

    Satisfied Customers:

    894
    LLB, 10 years post qualification experience
  • http://ww2.justanswer.com/uploads/UK/UKLawyer/2012-4-12_9849_F2.64x64.jpg UK_Lawyer's Avatar

    UK_Lawyer

    Solicitor

    Satisfied Customers:

    750
    I am a qualified solicitor and an expert in UK law.
  • http://ww2.justanswer.com/uploads/KA/Kasare/kasare.64x64.jpg Kasare's Avatar

    Kasare

    Solicitor

    Satisfied Customers:

    402
    Solicitor, 10 yrs plus experience in civil litigation, employment and family law
  • http://ww2.justanswer.com/uploads/OS/osh/2015-7-7_19268_gettyimagesb.64x64.jpg Joshua's Avatar

    Joshua

    Lawyer

    Satisfied Customers:

    8199
    LL.B (Hons), Higher Prof. Dip. Law & Practice
 
 
 

Related Law Questions