Galaxy S8 faulty headphones - pillar to post

[Damo64]

I'm getting the runaround from customer "service".  Got a Galaxy S8 6 weeks ago and the left earbud is faulty.  Was told I could swap them in any store, but the store says they do not carry accessories and I can either return the phone as well, for a repair, or contact Samsung. Apart from being a pain, this is illegal (Consumer Rights Act 2015). My issue is with Vodafone as the retailer, not Samsung as the manufacturer. Vodafone have supplied goods which have soon developed a major fault, and are therfore liable for repair or replacement. It is not reasonable to make me return the phone as well.

Despite numerous calls and online chats, I'm getting nowhere. It’s not as though I’m trying to scam them out of a fortune here, it’s a pair of bundled headphones for God’s sake.

[BandOfBrothers]

Your quite correct that as the seller of the phone Vodafone apply the manufacturing warranty. 

If your within 30 days of ownership then you can ask for a replacement phone which will include the accessories. 

I assume it's the same listening scenario when plugging them into another phone or ipod etc ?

Check no debris is in the port too by using a torch. 

A Samsung service location or Samsung Experience Store will also help. 

The advice to approach a store for a replacement set was indeed poor as they wouldn't carry those !

[Damo64]

Thanks BoB.

Earbuds are the same in any device. I'm just out of the 30 day replacement period unfortunately. I've contacted Samsung who say they need proof of purchase , but as I upgraded over the phone I've only got a couple of standard emails from Vodafone.  It can't be beyond Samsung to determine from the S/N and IMEI I've given them that it's a pukkah phone supplied by VF, surely? I've requested a PoP online from VF, but judging from my experience in over 20 years with them, I'm not expecting anything useful.

Update - just come off yet another call woth Customer Service who've said that if I buy a set of headphones they'll credit my account with wht I spend! As if!!

[BandOfBrothers]

You're very welcome. 

You can't buy those particular bundled earphones easily!

You can ask for proof of purchase via > proof-of-purchase.

[Damo64]

Thanks, I've done that, waiting for a response "within 5 days". Top-drawer service.

[hrym]

Hang on for the forum team.  They'll be able to take your details and get this resolved.  I wish CS wouldn't tell people to go into shops for any kind of replacement.   It doesn't work that way - only devices purchased instore can be returned/exchanged that way and, no, shops don't carry spares.

It might be that a full exchange is quicker than just getting a pair of headphones, but the fourm people will be able to advise on this.  You shouldn't need to go to Samsung, of course, although it's possible that would be the quicker route in the circumstances, in which case I would.

[Damo64]

Thanks Hrym. 

As soon as I get the Proof of Purchase from VF I'll send it on t Samsung, see what happens.

[Gemma]

@Damo64 - We can take a look at your account and discuss the best option for you. Please send us your details by following the instructions in this private message.

[Damo64]

Thanks Gemma, just done that.