Samsung Box: Replacement Keyboard

philquinney · 31-08-2004, 22:34

Hey All,

We had our Set Top Box replaced as part of the ongoing replacement scheme with a new Samsung. However, the engineer wouldn't replace our keyboard, saying that this was nothing to do with him.

Here on the forums people seem to be saying that they had their keyboard replaced at the same time as the STB.

Is there anyone who can suggest how we should go about getting the keyboard replaced?

Thanks,

Phil.

bigitup_j · 01-09-2004, 09:33

call customer services, and tell them about the new box and that you need a new replacement keyboard. they shouldn't charge you, because you have no choice but to get a new one.

philquinney · 03-09-2004, 12:18

Hey Guys,

I called Customer Services, who put me through to Faults. Faults sent me a new one but unfortunately they sent me the same grey one.

I called back today and they arranged an engineers call out because they thought the box was faulty. A little while later I got a callback saying they made a mistake and the keyboard that I should have received is blue in colour.

Anyway. If you're in Bromley and got a new Samsung set top box call faults and ask for the Blue keyboard. I'll post the part number when I get the new (blue) keyboard.

Hope this helps other peolple in the same situation.

Phil.

scrotnig · 03-09-2004, 13:50

Quote:

Originally Posted by philquinney

Hey Guys,

I called Customer Services, who put me through to Faults. Faults sent me a new one but unfortunately they sent me the same grey one.

I called back today and they arranged an engineers call out because they thought the box was faulty. A little while later I got a callback saying they made a mistake and the keyboard that I should have received is blue in colour.

Anyway. If you're in Bromley and got a new Samsung set top box call faults and ask for the Blue keyboard. I'll post the part number when I get the new (blue) keyboard.

Hope this helps other peolple in the same situation.

Phil.

This should have been simplicity itself for the company to resolve without all this faffing about.

philquinney · 03-09-2004, 13:55

I know, but thats life.

When I called the first time I think I caused some of the confusion by asking for the purple keyboard that people on the forum here have been talking about. No one seems to know about the purple keyboard - it seems that the purple one is only in Langley areas. (I'm bromley).

Well, it should be sorted soon.

Phil.

scrotnig · 03-09-2004, 14:00

Quote:

Originally Posted by philquinney

I know, but thats life.

Nah...that's poor service.

It shouldn't be too hard for someone to correctly identify what type of keyboard you require for the box that's in your property.

Better still, it should have been exchanged correctly in the first place.

0/10 overall for this one I reckon.

philquinney · 03-09-2004, 14:06

Its just funny that I told them what was happening - I needed a *different* keyboard because this set top box uses a *different* infrared standard for communication.

"Just let me check with my colleague Sir....".....

"We're going to have to have an engineer out, something is wrong with the infrared on the set top box"

"Are you sure?" I say as I use the remote control to mute Friends so I can hear the guy talking...

spiderplant · 03-09-2004, 14:45

Quote:

Originally Posted by philquinney

When I called the first time I think I caused some of the confusion by asking for the purple keyboard that people on the forum here have been talking about. No one seems to know about the purple keyboard - it seems that the purple one is only in Langley areas. (I'm bromley).

They are the same thing. It's a sort of purpley-blue colour - just slightly more purple than the remote.