Archive for May, 2015

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Epic fail, Samsung

May 29, 2015

An epic failure of design and of support, and a waste of 2 hours of my time. And I still don’t have a solution.

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I was trying to change the battery in the Samsung mini remote control for my TV. I couldn’t remove the battery cover. So after checking the manual, getting my husband to try, and then checking online for solutions, I start an online ‘live chat’ with Samsung Support. After some mild pleasantries and discussion of what I’ve already done, we get to this (my asides in italics):

Support: Can you see a small space which can enter your nails to remove it?

Me: NO. Only the thin line between the compartment and unit. There’s nowhere to put a fingernail or screwdriver. No lip, No latch. Nothing. It should be easier than this!

Support: I do apologise for the inconvenience.

Me: Is there a YouTube video that shows how to remove it?

Support: I do apologise as we are unable to access third party website. Have you tried searching it?

Me: yes, for about an hour before I started the chat. What use is a remote control that doesn’t have an easy way to change the battery?

Support: I understand. If that would be the case, we recommend to have it checked by our technician.

Me: That’s ridiculous! Can I get a replacement mini remote?

Support: I sincerely apologise for the inconvenience this has caused you.

Me: Not your fault, but a SERIOUS design issue if the battery can’t be changed!

Support: If you wish to purchase a mini remote control, you need to get in touch with our major service centre for spare parts.

Me: So, there’s no way you can tell me how to change the battery? Why is it so tough to turn? Is it glued in? Can we prise the unit apart?

Support: Have you tried press the battery? Let see if it will bounce back.

Me: No, that didn’t work. (It’s the compartment I’m trying to open to get to the battery, so obviously it’s impossible to press the battery if I can’t open the compartment!)

Support: Have you also tried using your nails to turn counterclockwise?

Me: It’s already turned counterclockwise. Trying to use fingernails would wreck your nails. There’s a slot for a coin. I used a coin. As I told you at the beginning. It WON’T turn freely and once turned it WON’T pop out.

Support: What about clockwise? (BTW, the manual says counterclockwise!!)

Me: No. It wouldn’t go clockwise when I first tried, and now that it’s counterclockwise and with all the attempts I’ve made with a coin, it won’t turn clockwise now either as the slot is burred by forcing the coin. I give up.

Support: As we have exhausted the needed steps, it will best to have it checked by our technician. I understand just how frustrating this issue has become for you, and I apologise for the inconvenience.

(UNBELIEVABLE!!! Exhausted all the steps??? What steps? I’d already DONE the steps before I contacted them!! He offered nothing more and had no clue. His only solution was to send it to their techie. For an issue related to opening a battery compartment!!! What good would that do? We still wouldn’t know how to open it successfully.)

Me: what does that involve? Will you pay postage both ways?

Support: You need to bring the remote control on the service centre and our technician will check it. I’m unable to quote any amount. The cost of the repair will be provided after the assessment.

Me: Forget it. It’s not a repair! It’s a design fault!!! And I live outside of a country town. Do you have a service centre in XXXX, Western Australia?

Support: I understand. I am very sorry for the trouble.

(He then gives me an address in Canning Vale, Perth [Unit 3, 7 Mordaunt Circuit, Canning Vale, 6155; ph 08 6258 0000]… a 4-hour round trip for me. For a battery compartment that won’t open… I’ll take it into Harvey Norman’s next time I’m in XXXX to see if they can figure it out… This has taken nearly 2 hours so far and I still can’t open the battery compartment! Sheesh!)

Update 31 May 2015: So, the guy at Harvey Norman’s wasn’t able to open the battery compartment either!! However, he did give me some vital info and that was to match up the two tiny dots (one on the compartment cover and the other on the unit). That info was NOT in the manual. With a large screwdriver he was able to turn the compartment cover a bit more, but not enough to line up the dots. Again, the only other option was to force it open, thus running the risk of breaking it. He spent 20 minutes on it… With the cost of my time, his time, the Samsung Support person’s time, this has cost a LOT for no result. In hindsight it would’ve been cheaper ($35) to buy an after-market remote in the hope that it worked… My husband suggests sending the remote to the Samsung tech people in Perth, with a note explaining everything done so far – he reckons they might replace it. I may just do that.

Update 3 June 2015: I called Samsung Support in Australia. The guy couldn’t help me (and also said it shouldn’t be this hard) and referred me to the Canning Vale service centre. The lady there couldn’t help either and said they couldn’t repair it and I’d have to consider purchasing a new one from the spare parts division. She put me through to them. I could get a replacement remote for $30 direct from Samsung (I’d seen them online for $35 so thought that was a good deal), but when I enquired about postage I was told it had to come from Sydney, would take 7+ days (that would be 10+ days to get to me), and postage was $20!!!! For a tiny $30 item. Yeah, right. So I went online and ordered it for $34.95 plus overnight flat rate postage of $9.90 to anywhere in Australia. One of the first things I’ll do when I get the new unit is attempt to open the battery compartment to make sure I can do so without issue.

Sheesh!

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Breville: Why do you need my date of birth?

May 14, 2015

I bought a new slow cooker the other day. I usually register such products, either via the little card they provide in the packaging, or, more recently, via their online registration form as the little card seems to have gone the way of the dodo.

And so it was with Breville. I started their online registration process and was stunned to find that they wanted my date of birth. Now, why would an appliance company want my date of birth? I can understand them wanting an age range (e.g. 35 to 50), or even perhaps a year of birth for ‘marketing purposes’, but the full date? What’s up with that? And it was a mandatory field too. If I remember correctly, manufacturers don’t ask for date of birth on registration cards, so why ask it online? So I gave them an incorrect date.

Even more surprising, though, was the drop-down selection list of birth years. Instead of placing the focus in the middle of the list, or at the most recent year, they had it at the beginning of the list, which started at 1900!!! Breville_age There are probably only about 10 people in the entire world still alive today who were born in 1900, and none of them live in Australia (Australia’s oldest resident is 112), let alone are out buying a new Breville appliance and registering it online. Yet here was Breville Australia listing years of birth from 1900 onwards. As you can imagine, it took a lot of scrolling to get to my fake year of birth ;-)

As far as user experience went, this was a fail in two ways, Breville:

  • requiring my full date of birth to register a product (I immediately suspect identity theft when a company that has no need for this information requires it)
  • starting the selection list for year of birth at a date (1900) that predates the year of birth for almost 7 billion people on this planet.