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August 28, 2017

Is Your Samsung Warranty Missing? (It May be No Accident)

Filed under: Electronics — Edgar (aka MrConsumer) @ 5:31 am

A few weeks ago, MrConsumer recounted some surprises found in Samsung television warranties concerning black bars on the screen. The biggest surprise, however, was this: the $400+ television did not come with a copy of manufacturer’s warranty in the box.

Since MrConsumer used his Citi Double Cash credit card to buy the TV, which provides an extra TWO YEARS of coverage beyond that provided by the manufacturer, it was critical to have a copy of the original warranty.

A visit to Samsung’s website proved to be a waste of time:

Samsung- no warranty info

A call to Samsung’s 800 number also proved to be fruitless. Neither the customer service agent nor her supervisor could provide it. The supervisor even erroneously suggested that a serial number (not just a model number) was needed in order to get a copy.

Doesn’t federal law require that a copy be in the box?


Actually, an amendment a few years ago to the Magnuson-Moss Warranty Act) allows manufacturers to disclose the terms of their warranties online as long as they also have a non-Internet means to request a copy such as a phone number or mailing address. (See our 2015 story.)

How anti-consumer, however, of any manufacturer to fail to spend the extra penny it would cost to put a copy right in the box with their product.

We asked the PR folks at Samsung if it was simply an error in this case that the TV that MrConsumer bought did not have the warranty included, or if it was company policy to no longer include it.

In part, a spokesperson replied, attaching a copy of the warranty:

“Samsung provides product warranty information on our website, www.samsung.com. We apologize you were unable to find the warranty for your TV on our website. This was caused by an error, and we are addressing it.” — Samsung spokesperson

Well, that didn’t answer the question of whether it is Samsung’s policy to no longer include a copy of the warranty in the box (and if so, why)? We wrote back two more times asking again, but received no response.

What kind of company refuses to directly answer such a simple question?

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  1. Answering a question with an answer that consumers won’t like is not good for business.

    Ignoring consumer questions until forced to answer by a lawsuit or the government is apparently good for business

    Comment by Wayne — August 28, 2017 @ 12:10 pm
  2. Monday 8-28 4pm (pdt)
    Still no service or warranty information available.

    Sounds like a great company to do business with

    Comment by bobl — August 28, 2017 @ 7:02 pm
  3. The Samsung monitor/tv I purchased three years ago came with quick start-up guide and warranty printed on several pieces of 6 x 8.5 paper. The user manual was on a dvd. It said to clean the screen using the enclosed soft cloth but I didn’t find one. I contacted Costco and they recommended I contact Samsung for the cloth. A representative from Samsung said they would send one to me. After a few weeks I contacted them again and this representative said the unit I bought did not come with a cloth, even though the manual said otherwise.

    Comment by Robert — August 30, 2017 @ 4:08 pm
  4. If the new law allows manufacturers to provide the warranty online, but Samsung has neither provided a printed warranty, nor provided it online, nor provided it after multiple requests, aren’t they in violation of the law? What is the process for remedy/seeking redress?

    Comment by cmadler — August 31, 2017 @ 8:30 am
  5. How odd. The Samsung manual (which I believe is appropriate for your product) says the Warranty Card is included. Did your model come with any paperwork in the box?

    “Warranty Card / Regulatory Guide”

    Amazon has three different links for Warranty information, but all of it model and date agnostic, though actual papers wouldn’t necessarily be any clearer on applicable models.

    Comment by Derlin — August 31, 2017 @ 1:44 pm

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