02-23-2019 03:46 PM
How is this possible that a brand new device NIB (new in box; unopened) which was purchased in December 2018 had the warranty already expired in August 2018?
I needed to use my warranty since this brand new device (which I opened in mid Feb) had dead pixels right out of the box. I have spent many hours working with Samsung customer service to reset my warranty. It is still a work in progress of right now.
I stopped by a local Bestbuy store and explained the situation to the store manager on duty. I called Bestbuy.com customer service trying to explain this issue in the hope that it never happens again either with me or anybody else.
I am posting this here in the hope that the corporate office can help me investigate how this happened in the first place and how to make sure it doesn't happen again.
02-23-2019 05:06 PM
Good afternoon, kenpet,
Thank you for reaching out to us on the Best Buy forum! I’m disappointed to hear that you’re having a difficult time working with Samsung to use your one year manufacturer warranty.
Regarding when a manufacturer warranty begins, it sounds like you’ve been given some incorrect information by the Samsung representative that you spoke to. When you purchase a new product from Best Buy, that product comes with the corresponding manufacturer warranty as outlined in the product description. New phones, including Galaxy mobile phones from Samsung, should begin their warranty period at the date of purchase. So, if you purchased your phone on December 1, 2018, then your one year manufacturer warranty should begin that day. In order to double check this, I myself called Samsung and spoke to their phone services department where I was assured that new Samsung phones start their one year warranty period on the date of purchase. Since you’ve said that you have already spoken to Samsung multiple times, at this point, it may be a good idea to partner with your mobile carrier to see if they can assist you in filing a manufacturer claim.
All of this being said, while I cannot assist in filing a claim with the manufacturer, I can double check your purchase receipt to see if it does indeed identify your phone as new and purchased in Dec 2018. For me to do that, I will need a little more information from you:
To keep your information secure, please log into the forum and select the blue “private message” option in my signature below to reply.
02-23-2019 06:36 PM
Thank you Kayla for the response.
A couple of more comments based on the feedback from the store manager / online customer service.
1) May be someone bought it new and returned it unopened? Bestbuy resells unopened devices as new again, but the clock is already ticking for the warranty based on the original purchase? Is this a system glitch? Does this explan my situation?
2) Is it that the warranty information is based on when Samsung ships it to Bestbuy or carriers? If the phone sits on the shelf for months or years, you can have a situation that I am in?
I don't know what explains my situation: either 1) or 2) or something else.
Another headache I had while talking to the customer service @samsung.com. When you register the device in your acct at Samsung.com, it uses the IMEI (Hex). This IMEI (Hex) is not listed on the box. The Bestbuy invoice has MEID (Dec), which is labeled as IMEI instead of listing as MEID (Dec) to avoid confusing people who are tech illiterate (Samsung Cust Serv reps should know this). I had to take a snapshot of my box and text it to them to clear this up since they were arguing that this were two different IMEIs (the IMEI (Hex) on the Samsung acct and the MEID (Dec) on the Bestbuy.com invoice that came with the shipment). The box lists MEID (Hex), which has one less digit than the IMEI (Hex), MEID (Dec), ICCID (SIM card), etc.
I will provide you the information that you requested via the Private Message. I will also include a snapshot of my Samsung Acct that lists this device warranty expired in Aug 2018. This Aug expiration date came from somewhere. It is not there by fluke or accident. And that is what I need your help with so that such a condition never arises for any one.
Thank you for your help.
02-24-2019 12:56 PM
Thanks for your feedback, and for sending that private message in. I’ll be stepping in for Kayla, and I will shortly be sending you a reply to that message. You can check that reply by logging into your account and clicking on the orange envelope in the top right corner of the page.