I am writing regarding a Samsung Ativ Tab 3 that I recently bought. This is my first thread on this forum, so please excuse any etiquette that I have not followed.
The item was purchased from Carrefour, Marina Mall (Abu Dhabi) on 26-September-13. Model no. is XE300TZC-K01AE, which is not available in the model selection drop down list on the regional Samsung website. The tab was working fine and I was able to use all software I intended to very well. On 3-October-13 morning, I noticed that the screen was frozen and not unlocking when pressing the power button. After pressing the Windows button below the screen, the login screen came up and I was able to log in to Windows. On the home page, noticed that battery was at 0%, although there was about 45% charge around 7 hours back. I connected the charger, but the battery was drained by then and the device powered down. Though the charger was connected, the blue light was not on and also the device was not powering up. The charger was kept connected till 4 PM, but the device was still not powering up. I then took the device to Carrefour and left it there for an hour for them to troubleshoot. But there was no result and they told me to take the device directly to a service center. I asked them for a replacement, but as I did not have the original packing, I was denied this (receipt for purchase was available). Also, they only had the display piece at that time.
I called up the Samsung Toll Free number, and the agent have me the names of three service centers , but I was unable to contact them on 3-Oct, as it was past working hours.
When I contacted the Samsung Toll Free number on Saturday to get the service center number, they surprising told me the first three centers do not service the Ativ Tab 3 and I would have to wait for them to let me know which is the correct service center, which was most unexpected from a company like Samsung. After few hours, they called back and gave me the number of Emitac. I contacted Emitac on 6-Oct (Sunday) but they surprisingly told me they don't support this product! This was really frustrating now and after several calls back and forth to the toll free number, they finally told me I could give the device to Emitac. I took the device immediately and they accepted it and gave me the job card for this. After several follow up calls(as the problem appeared to be major and I wanted a replacement), the service center told me they will arrange a spare part from Samsung (device was sent to Dubai from Abu Dhabi). Again after several follow up calls, the spare was sent to Emitac Dubai from Samsung and the device was repaired and I collected the same on Thursday, 10-Oct.
The device was working absolutely fine again, till 3 hours back. Again, the device froze and power key was not working and Windows button was used to unlock the screen after several attempts. Battery was showing 0% despite having 78% charge just fifteen minutes previously. On connecting the charger, battery charge was still at 0% but not increasing. Luckily this time the device did not shut down, but after 3 hrs of connecting the charger, battery has still been at 0%.
I had called up the Toll Free number sometime back but iwas again instructed to give the device to a service center. I had made it clear that I need this device to be replaced, as it is impossible for a device to fail so often. I do not want to spend time taking this device back and forth and facing the same result. The call center agent was clearly unwilling to listen and said I will have to approach a service enter and the decision to replace this will depend on the service center report. I feel there is a problem with this device as it is unavailable at all retailers in Abu Dhabi. Eros and Plug Ins have no idea of such a device, Carrefour do not have stock and are unsure when they will get the next batch, while Sharif DG say if we pay for it, they can arrange the device in two days time, though it is advertised in their booklet.
I am really not sure how to solve this problem. Any suggestions are welcome, as I don't want to give this device for repair again without having a clear picture from Samsung.
The item was purchased from Carrefour, Marina Mall (Abu Dhabi) on 26-September-13. Model no. is XE300TZC-K01AE, which is not available in the model selection drop down list on the regional Samsung website. The tab was working fine and I was able to use all software I intended to very well. On 3-October-13 morning, I noticed that the screen was frozen and not unlocking when pressing the power button. After pressing the Windows button below the screen, the login screen came up and I was able to log in to Windows. On the home page, noticed that battery was at 0%, although there was about 45% charge around 7 hours back. I connected the charger, but the battery was drained by then and the device powered down. Though the charger was connected, the blue light was not on and also the device was not powering up. The charger was kept connected till 4 PM, but the device was still not powering up. I then took the device to Carrefour and left it there for an hour for them to troubleshoot. But there was no result and they told me to take the device directly to a service center. I asked them for a replacement, but as I did not have the original packing, I was denied this (receipt for purchase was available). Also, they only had the display piece at that time.
I called up the Samsung Toll Free number, and the agent have me the names of three service centers , but I was unable to contact them on 3-Oct, as it was past working hours.
When I contacted the Samsung Toll Free number on Saturday to get the service center number, they surprising told me the first three centers do not service the Ativ Tab 3 and I would have to wait for them to let me know which is the correct service center, which was most unexpected from a company like Samsung. After few hours, they called back and gave me the number of Emitac. I contacted Emitac on 6-Oct (Sunday) but they surprisingly told me they don't support this product! This was really frustrating now and after several calls back and forth to the toll free number, they finally told me I could give the device to Emitac. I took the device immediately and they accepted it and gave me the job card for this. After several follow up calls(as the problem appeared to be major and I wanted a replacement), the service center told me they will arrange a spare part from Samsung (device was sent to Dubai from Abu Dhabi). Again after several follow up calls, the spare was sent to Emitac Dubai from Samsung and the device was repaired and I collected the same on Thursday, 10-Oct.
The device was working absolutely fine again, till 3 hours back. Again, the device froze and power key was not working and Windows button was used to unlock the screen after several attempts. Battery was showing 0% despite having 78% charge just fifteen minutes previously. On connecting the charger, battery charge was still at 0% but not increasing. Luckily this time the device did not shut down, but after 3 hrs of connecting the charger, battery has still been at 0%.
I had called up the Toll Free number sometime back but iwas again instructed to give the device to a service center. I had made it clear that I need this device to be replaced, as it is impossible for a device to fail so often. I do not want to spend time taking this device back and forth and facing the same result. The call center agent was clearly unwilling to listen and said I will have to approach a service enter and the decision to replace this will depend on the service center report. I feel there is a problem with this device as it is unavailable at all retailers in Abu Dhabi. Eros and Plug Ins have no idea of such a device, Carrefour do not have stock and are unsure when they will get the next batch, while Sharif DG say if we pay for it, they can arrange the device in two days time, though it is advertised in their booklet.
I am really not sure how to solve this problem. Any suggestions are welcome, as I don't want to give this device for repair again without having a clear picture from Samsung.
Facebook
Twitter
Instagram