Samsung Galaxy J7 defect and my bad experience with Abenson Robinson's Galleria

I wanted to give my mom a special birthday present this year. So, I went to Abenson Robinson's Galleria to buy her a new smart phone. Among the Samsung phones that I saw in the store, the Samsung Galaxy J7 caught my attention the most since the specs and features were very nice and the display; very crisp and high end looking - similar to my phone, Samsung Galaxy S5. I loved the design and of course the price. 

I chose the newly released Samsung Galaxy J7 for my mom since I find the screen size very appropriate for her. Also, the specs and and features were just right for her since she is not that techie to begin with. Plus, the price is just right for me. I thought I found the perfect fit but (damn) I was wrong.  

Originally, the unit was priced 15,000 php. But, I only got it for 12,990 php since I paid straight payment using my credit card. I bought the unit last August 5 and gave it to my mom on her birthday, August 9. 

Just 5 days after I gave her the unit, August 14, the defect came out. It automatically shut off and it cannot be turned on again. She tried charging the unit (because she thought it was lowbatt) but it didn't charge. She then tried to take the battery off and place it back in - only then was she able to turn it on again. Same thing happened 3 days after; the phone won't turn on and we had to take the battery off to make it work again. 

So, I called Abenson for assistance. They advised me to go to Samsung's repair center in Megamall to have the unit checked and to ask for a technical report, since according to them, Samsung will be the one to decide if the unit will be replaced. 

They (Abenson) very much stressed the 7-day rule that they have wherein you can only have a gadget replaced 7 days after the date of purchase. - - Okay, so hooooow (eyes rolling) unfortunate of me that I gave this as a gift to my mom 4 days after purchasing the unit and that the defect came out just 5 days after giving her the gift, right? They were really stressing on this rule like I don't deserve a new working phone which I paid in full and which I deserve in the first place. DUH! 

When I went to Samsung, last August 18, they connected the phone to their computer to  have it reset. They said, the reason why the phone was automatically shutting off might be because of the apps that were installed. - - Okay, first of all, I find that very hard to believe since I've been an android phone user for 3 years already and never have I experience such a thing. Plus, the apps that I installed on the phone were the same apps that I have already installed in my S5.- - Anyway, I asked the lady in Samsung (to validate for myself what Abenson said) if they are really the ones to decide if the phone can be or should be replaced.  According to her, no. It is the merchant's (in my case, Abenson's) discretion if they will replace it or not. BOOM! Gotcha! 

After having the phone repaired and getting the technical report from Samsung, I had my mom observe the phone for a few days... And BOOM, it happened again! August 21 to be exact. This time I'm already firm in requesting for a replacement. I called Abenson to demand for a replacement.  They required me to surrender the phone to them and write a letter to address the issue. 

Here's what transpired after:

·August 25, 2015 – I surrendered the phone to Abenson. They told me that they will coordinate the replacement with Samsung

·September 8, 2015 – Abenson texted me to inform me that the request for replacement “has been denied”

·September 10, 2015 – Samsung called and told me that they will only repair the unit and they cannot replace because of the 7 days replacement rule and even pointed out that I only surrendered the phone August 25, 2015 to which I CLEARLY OBJECT since I reported the incident to Abenson week after my purchase.

First of all, with regards to the “7 days”, technically if you will study my case, it has only been 5 days since we started using the unit when the defect became noticeable. Plus, the “7 days replacement” rule for gadgets does not even give justice to consumers since 7 days is too short for technical glitches like this to come out. I am not accepting the repair which they are very much recommending me to, since I believe; I am entitled to a Brand New working phone. 

For me, accepting the repair is unfair since I am a consumer and I have rights. I have the right to get what I paid for. REPAIRING THE UNIT WON’T MAKE THE UNIT BRAND NEW.

After I told Abenson that I am not accepting the repair and that I am reporting to DTI to seek for help, they never contacted me again.

After writing a letter to DTI via email, they replied immediately with a Notice of Mediation addressed to the president/manager of Abenson Ventures Inc. and to Ms. Mercy M. Laitan of Abenson. Mr. Renato Dadula of DTI invited us to be present in the mediation conference scheduled on September 22 and 24. Ms. Mercy Laitan replied immediately after I have acknowledged the receipt of the email from DTI informing that the replacement has "been reviewed" by the management and (voila!) was already approved by the management. 

So, I went to Abenson one day before the scheduled mediation to get the new unit. By the way, they only replaced the unit, not the whole box and accessories.  Instead of getting the original color, which is white, I chose black just to make sure. 

(I really hope the story ends here. But boy, looks like this story still has a loooooong way to go!) 

However, just one day after using the new unit, it automatically turned off again and It can't be turned on by merely pressing the power button - same defect with the old one! 

What I did was I instructed my mom to not remove the battery this time. I went straight to Abenson to return the unit and to make them see for themselves the defect I am talking about. Even they could not open the unit. They had to take the battery off and place it back in just to turn the unit on. 

Ms. Evelyn Mesa of Abenson Robinson's Galleria already have the unit now and I was asked to wait further as they will have to coordinate the matter once again to Samsung.  

I will be updating this entry to tell you the end of my story. As of now, I'm waiting for Abenson's advise. I have already updated DTI regarding this matter using the same email thread.(To read my update and to know what happened next, please read my blog here.)

Thanks for reading! If you have any concerns similar to this, you may contact the Department of Trade and Industry or DTI at +632 751-3330. You may also email them at ftebmediation@dti.gov.ph. Make sure to include documents to serve as evidence such as receipts and technical forms; and your contact number and merchant's contact number with your complaint letter for them to take action immediately.