Complaint - are Samsung messing with RRPs to dodge my refund?

29 July 2011

Bitterwallet - Samsung refund complaintWe've seen some odd uses of Recommended Retail Prices over the years - like when Halfords stuck up to a third on the manufacturer's RRP to make their sale prices more impressive, or when Redsave literally changed the definition of RRP to suit their practice of charging more than the product's retail price.

The Recommended Retail Price is and always has been set by manufacturers or wholesalers; it's a guide for retailers so they're aware what level the market will price goods at. Everyone, from Wikipedia to the Financial Times, is very clear on this definition.

That's also what avid Bitterwallet reader Martin thought too, so he wasn't happy when Samsung came up for a new meaning for RRP at a time they owed him money:

My Samsung home cinema system packed in, still within the 12 month waranty - it couldn't be fixed so Samsung offered to refund me. They wouldn't accept my proof of purchase (which was an email from the online retailer) so they offered me the RRP at time of manufacture, less some wear and tear. Being the savvy  Bitterwallet shopper that I am, I knew I got a good price for it at the time, and fancied the RRP being quite a bit more. Sadly for me not so...

I paid £295, with all the leading retailers selling between £330-£350, and some were at the RRP of £379.99. But Samsung are telling me the RRP was £250, so well short of the RRP figure that is currently displayed by play.com et al.

When I questioned them on this I was told that the RRP is an average of retailer prices so is out of their control. What a crock - the average price even today isn't £250, and isn't RRP set by the manufacturer? It clearly looks like their policy is to try and pull the wool over my eyes.

Now Samsung are a big company and email receipts are common - in fact they're the way of business for online purchases. So have Samsung used this tactic with you, or somebody you know? Let us know in the comments - our consumer champion Len Dastard is eager to hear from you.

TOPICS:   Mobile   How To Guides

23 comments

  • oliverreed
    Unless I've missed something and Samsung was the actual retailer via some e store then why not contact the retailer instead then? Either that or ask for a replacement?
  • charlie
    Samsung ate my dog!
  • Mark H.
    Yeah, I don't understand why he's dealing with Samsung when he should be dealing with the retailer - unless they've gone bust?
  • Richard M.
    I'm with Oliver Reed on this one. Why is Samsung even involved in this fairly simple situation - under the sale of goods act, your contract is with the retailer and not the manufacturer. I think Samsung are being very fair to even offer you a partial refund based on an email 'receipt'.
  • charlie
    Martin is dealing with Samsung is he bought it from knock of Nigel ...
  • Joe B.
    This is a ludicrous story and surely Len Dastard should already have explained the way consumer law operates in this country. Assuming this item was not purchased from Samsung directly, then the consumer should be pursuing this through the retailer, whether an online supplier or a retail store. It would be interesting to know who supplied this item. Any reputable dealer would refund the price on the original receipt. As previously suggested, it is surprising that Samsung have offered any recompense under the circumstances.
  • Martin
    The item came with the standard 12 months manufacturers warantee i.e. it is with Samsung, not the retailer.
  • Bignose
    As I understand it, sometimes the manufacturer's warranty lasts longer than the retailer's warranty. After the 12 months (or so) have passed, you have to return to the manufacturer.
  • Chubbychin
    Big nose - It states in the article the item is within the 12 month warranty period.
  • Bawbag
    Whether it is 2 months, 12 months or 5 years your contract is with the retailer and that it all that matters, as per the Sale of Goods Act.
  • Savvy S.
    I've had the same problem with my two faulty 19" LCD Samsung Monitors. OP is lucky enough to get offered for refund at least of course at Samsung ridiculous RRP price. For me they gave me funny reasons for proof of purchase. I sent them my receipt with fax. After a week, they phoned me saying my receipt doesn't say my current address and phone number. How funny is that? I never recalled PC World, Currys, Dixons and Comet ever put customer full address and phone number on small till receipt. I told them only the products bought under credit arrangement has customer details. They refused to repair it. At the end, I decided not to spend more time with idiots at Samsung and decided to throw them away. Never again Samsung!! Rubbish Customer Service.
  • James
    Isnt the clue in what he wrote as to why he went to Samsung for a refund? He got it for a good, lower price and realised the RRP was more. So instead of phoning the poeple where he got it from to get the price back he paid for it, he thought he would phone up a retailer to get up to an extra £80 back on it. Thats how I read it anyway.
  • Martin
    @James - not the case. I went to Samsung as the system had to have a repair attempted and it is Samsung who authorise it. It couldn't be repaired so they asked for my receipt. However they wouldn't accept my receipt as it didn't have a VAT number on it (so they still knew how much I had paid). It was at this point that Samsung said as I don't have a valid receipt they would have to calculate the refund based on RRP when the item was manufactured. So yes, I then thought they RRP would be higher than I actually paid, but the way Samsung calculate RRP it has ended up being much lower.
  • Jack
    I have had sellers tell me I would have more luck contacting Samsung myself, seems the sellers are having a hard time with Samung too, this was my assumption on reading this. I was this by a reseller (as a business customer), my experience of Samsungs customer services was shocking - when our own store man passed them on to me I gave them bloody hell, but the guy was not for budging that they would not do a straight replacement on-site (screen) - I explained that we are a massive user of their equipment and threatened to not only report them to our own procurement dept but to ensure our department (responsible for the purchases and installs) would never again use Samsung products if they did not replace it quick smart, they didn't seem to bothered and after being worn down by the total bollocks I was being told I was informed a pick up within 2 days - not because of what I had said though but because he was being nice to me like (I was dying laughing at this point) they then never showed, three calls and three no shows I took it back to seller, 2 months later we got a refund from the seller - they had not had any contact from Samsung about the device. I have since ceased to purchases any Samsung equipment, either for business or home use, our supplier has also dropped tons of Samsung devices for the same reasons (mainly displays), the screen I had trouble with was part of a six screen display, they had to be the same so they all went back to the reseller - they were not to plush about that. One of my first advice on equipment atm is to not buy Samsung - I can get just as good / better without the awful customer services if it goes wrong, also the major reason I avoided their galaxy phones/Pad (my Samsung Jet was always on the blink oddly enough).
  • Grumpy
    Martin, even if a product has a guarantee with the manufacturer you should always go via the retailer during the first 12 months and demand that they sort out the repair on your behalf.
  • WibbleBoy
    I hit a similar problem with my Samsung BluRay player. The drive broke after 10 months, failing to eject. I took it back to PC World and was told that it's Samsung's policy to RTB faulty units for repair within the first 12 months. Initially Samsung wanted me to take or send it to my local repair depot (20 miles away) without reimbursement, but finally arranged for a collection from the purchasing store after I spent 20 minutes arguing on the store phone to an extremely quiet Samsung agent. It still took two weeks to get it repaired and returned. I'll definitely think twice about buying Samsung again.
  • R E.
    Ever get the feeling that the original complaint/concern has been lost and people are more intertested in trying to prove a point of how """clever"""" they are with their """"supposed""" knowledge of T.S.of G.A........Etc..... Stop Arsing and help the guy!!!
  • mike
    Legally the email isn't considered proof of purchase because its too easy to modify, however your bank statement or credit card statement IS a legally acceptable proof of purchase and would be accepted by a small claims court as such if the retailer/samsung refused to honor a full refund within the guarentee period. Don't accept any crap about "wear and tear" and "restocking fees" etc as this is all made up crap in the hopes you will just sigh, give up and accept part of your money back. Under the Sale of Goods and Services act you are entitled to a 100% complete refund with nothing deducted (I know because I've won several small claims cases myself, one in which a VCR was 11 months old at the time of failure).
  • mike
    What you SHOULD have done correctly was to purchase a different make of equipment to Samsung whilst they refused the refund/replacement of NEW, and then sued them via small claims. You would then be entitled not only to a FULL refund of the price paid, but can seek damages for the time it took to source/implement a replacement AND the difference in price between Samsung and the nearest replacement item.
  • mike
    Final note - Under both the sale of goods act AND the unfair contracts act you are allowed to completely IGNORE anything on a receipt or in the guarentee that tries to take away your statutory rights to a 100% refund. You don't have to take store credit or fancy capital bonds notes or a promise for a quickie round the back with the hot girl from the returns desk or anything at all...the law is very clear and says pretty much that unless YOU decide to take an alternative refund of your own free will, then its 100% refund all the way. You can basically treat the contract as though that unfair wording DOESN'T EXIST! The one right you don't have is the right to give away your statuatory rights under ANY CIRCUMSTANCES WHATSOEVER! no matter what contract you sign, the INSTANT the contract tries to weasel out of its legal obligations that part of the contract simply POOF! vanishes into the ether never to be seen again. (although small claims judges frown on companies that try this trick hoping that a good percentage of their customers will think the unfair terms are legally binding and will just give up and accept whatever they are told).
  • Kneegerooohh
    Niger penis.
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