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April 23rd, 2025 17:31
Samsung SSD warranty
Here's another oddity for the wise ones out there. This is probably not the correct location but will give it a shot.
My Samsung 870EVO SSD drive has failed. Bought from DELL. Supposedly 5 year manufacturer's warranty. But reality is strange. In Canada Samsung does not handle the warranty directly. They instruct you to go back to the retailer to facilitate the RMA process. DELL in this case. DELL's response is that they do not do manufacturer warranty RMAs. That's the manufacturer's responsibility. And that circle of communication goes on endlessly. And to top it off, Samsung has no RMA facility in Canada. So, there is no actual warranty on the product!
Anyone else encountered this problem and found a solution?
Thanks in advance.
ejn63
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April 23rd, 2025 17:58
Only retail parts carry a Samsung warranty to the consumer.
Anything OEM, whether integrated in a system or sold as OEM by a retailer/distributor, carries only the warranty supplied with the system or by the retailer. You'll need to ask Dell, but if this was a bulk/OEM sale, it probably had only a 1-year warranty.
GlenW53
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April 23rd, 2025 18:12
Bought separately from DELL as a retail item. Not part of the original XPS package. Samsung agrees it's under warranty. Samsung doesn't do to the RMA directly. Requires the original retailer to do the process. Samsung has even supplied a cover letter requesting that the retailer do the process. Problem is that the retailer refuses to handle the RMA.
Chino de Oro
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April 25th, 2025 04:48
The SSD warranty could be different regionally and between retailers. On the Samsung SSD product page for US market, Dell referred customers to check with Samsung manufacturer warranty.
Limited warranty up to 5 years or up to the TBW for each capacity ***For more information on the warranty, please visit www.samsung.com/support
You can also verify the enclosed warranty statement in your SSD package for warranty information.
GlenW53
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April 25th, 2025 13:46
This is Canada. Warranty situation has been confirmed by Samsung. Conditions met. They don't do their own RMA. Letter to expedite an exchange has been provided for the retailer. Problem is that the retailer (DELL) refuses to handle the RMA. Says it's Samsung's responsibility.
Chino de Oro
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April 26th, 2025 00:29
I would agree with the arrangement you have confirmed if that was for OEM SSD products. But, for the retail products, the enclosed warranty statement and the retailers' advertisement term would take precedent.
Since it's manufacturer's warranty, I suggest to file claim with manufacturer (Samsung) when the retailer (Dell) refuses to take on the manufacturer responsibility.
For instance, if I purchased from this Samsung store, who will be responsible for the warranty claim https://www.samsung.com/ca/memory-storage/sata-ssd/870-evo-1tb-sata-3-2-5-ssd-mz-77e1t0b-am/
GlenW53
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April 26th, 2025 02:19
Samsung is well aware of the situation they have created. An internet search will open up a massive catalogue of anger and frustration. They may be cornered on their warranty if you order Samsung direct but other sellers and their customers will not be so lucky.
Samsung should take responsibility, obviously, in all cases. The stipulation that the retailer handles the RMA is simply bizarre. But this is the situation in Canada. In any event there is no RMA facility in Canada to send the unit to. They have closed it. Samsung has people running around in circles creating new ticket numbers with the same information for days, weeks, months. I have even suggested to Samsung that they ship me a new SSD and I'll destroy the old one at an electronics recycling depot. Still hoping there's a magic loophole solution that some people are aware of.