Rogers sold me a bad phone....warranty expired

[Dele891]

I bought a Samsung A54 phone on Oct 2, 2023. In the last 3 months the phone keeps dropping calls or calls do not get thru. Rogers says nothing they can do it's a Samsung issue. Samsung tried resolving the issue online and couldn't and refer me to a store front Mobile Klinik. Had no phone for over a week. Now I was told the Main Board needs replacing. However the warranty is expired as on June 2024. I bought the phone in October 2023, I was told when purchasing the phone I had 1 year warranty.  Rogers is saying too bad so sad there's nothing they can do about it. Samsung is saying warranty is expired. Is Rogers in business of selling phones that have expired warranties and their customers. I am beyond upset ...I have been a royal Rogers customer for decades. How many other customers are stuck in this type of situation I am paying for supposedly new phone with expired warranties that's not fully working.

***Edited Labels***

[Babylegs1]

Rogers sells device protection

[LordDrakkon]

Do you have your receipt for the device? Sometimes people buy devices and return them within the 14 day buyers remorse period. Rogers and every other carrier essentially make sure it is all repacked up nicely and it is sold as a new device when it technically isn't. If the previous owner that returned it had registered it, that would explain why Samsung is saying the warranty has expired. You should be able to provide proof of when you purchased it from Rogers with the receipt to get Samsung to honour the warranty. If they don't, in my personal opinion, I would say that falls on Rogers to find a way to make good in some way for selling you a refurbished device that did not come with a full warranty.

[Dele891]

Yes I have the receipt and despite explaining this to Rogers several times I was told not their problem. How can I prove they resold the phone to me. Heres a partial portion of my receipt. ***Deleted image - Keep personal info private - Account info was visible*** - RogersZia

[RogersZia]

Hi @Dele891,

Welcome to the Community!

This is an odd one, I did see the image before removing it. Of course we'd know more once we've accessed your account. If you could please send us a PM @CommunityHelps we can take a closer look into this for you. 

RogersZia

[Pauly]

I would escalate this issue NOT with Rogers, but with the Manager of Mobile Klinic.  THey "should" honour your receipt, if not keep escalating it. everyone and their dog knows warranty is one year, mobile klinic should not be pulling out a magic number from thin air and telling you your warranty is expired

[LordDrakkon]

I thought Mobile Klinic was a repair place and not where the device was purchased.  If the device was purchase from Mobile Klinic, as Pauly stated.  It is definitely on them to make good on selling you a device that was previously used and returned.  

[Pauly]

it should not matter where it was purchased, a receipt is a receipt, the warranty is one year from the DATE on that receipt,  if mobile klinic does repairs, they can not pull a magic number out of thin air, maybe they need to check their eyes, as they can clearly see the date on the receipt you gave them, if they give you any problems, well they have managers too, you can escalate it with THEIR managers,  THEIR management HAS the ability to help the customers concerns,  go fight for your rights.

[Dele891]

I bought this phone at Rogers. Samsung refered me to Mobile Klinik to check the what issue is. When mobile Klinik contacted Samsung, Samsung says the phone is no longer covered as the expired in June 2024. I bought this phone from Rogers October 2023.

[Pauly]

like I said earlier, ASK FOR A MANAGER.  these places are often staffed by mickey mouse technicians who are high school kids they do not take this job  seriously its just a part time job for many of them.   Samsung does not know when you purchased the phone, they probably are going by the Mfgr date,  so once a manager sees your actual sales receipt for the phone, they must honour the 1 year manufacturers warranty

[Pauly]

samsung does have the ability to track your purchase date but its optional, you can also call them yourself and email them the receipt and they will update it on their records if it is not correct.  they did this with me. but samsung has actual service centres owned by samsung, one in mississauga and one downtown, why not go there in person and deal with samsung directly instead of this mickey mouse mobile klinik

[LordDrakkon]

If the device was purchased from Rogers.  The warranty should should be based on the date of the receipt.  This device though, sounds like it has had a previous owner and was previously registered.  When you register a device with Samsung, it is done through the Samsung Account.  That date of registration, IMEI, serial number, and even the person's Samsung Account ID are all saved in Samsung's system for warranty purposes.  The user does not enter this info.  It is recorded from the device so there are no user mistakes.  

I would suggest you escalate your issue to Rogers Office of the President.  Rogers should have made sure that this device was not registered or bound to any account when they reconditioned it.  In my personal opinion.  Either Rogers needs to reach out to Samsung to clear up the warranty mess or they should replace the device.  You might also want to consider filing a complaint with the CCTS and submit the correspondence along with your purchase receipt to prove when you purchased this device and show that this device was obviously previously owned.  Especially if your receipt is for a device purchased as brand new.  

[Pauly]

Some people who buy samsung phones dont ever create a samsung account, some people do.  The fact that samsung is giving a random date for warranty? maybe the phone was previously registered maybe it was not?  but the sales receipt should override this.  Rogers has no way of knowing what is in samsungs "warranty" database.  Sometimes a Quick Call to senior execs at Mobile Klinik, with a copy of your receipt will likely be the "FASTEST" way to resolve this.  I'm not saying rogers is not capable of not handling this, they probably are, but I guarantee you there is MORE red tape and it will probably take a lot longer for them to correct it this way, trust me, I know.