A Sheffield widower was being passed between two companies when he turned to Action Desk for help.
Robert Moran was trying to get a Samsung Smart laptop repaired which belonged to his wife Tina, who died from cancer in January, aged 50.
She had purchased it from BrightHouse along with other products.
When she died Mr Moran, of Arbourthorne, contacted BrightHouse, which agreed to wipe off the debt and allowed him to keep the items.
He was pleased with the outcome – until problems started with the laptop.
In March, some of the buttons on the keyboard stopped working.
What was more frus-trating was that the laptop was less than a year old.
Despite still being under the manufacturer’s warranty, Mr Moran was told neither Samsung nor BrightHouse was responsible for repairing it.
Mr Moran said: “My son sent an email to Samsung and we found out the laptop was still under warranty.
“I asked what we should do and how I should send it to them, and they said ‘no, we don’t want it back, it needs to go back through BrightHouse.
“I explained to them that BrightHouse had wiped the debt and the laptop was now mine, but they said it still needed to go back through them.
“I contacted BrightHouse and they said the item was now mine and it was down to Samsung to repair it,” he added. “I’ve been going backwards and forwards for two days and getting nowhere. I am hoping Action Desk can help.”
Samsung quickly got in touch with Mr Moran after Action Desk’s approach.
After a few days the laptop was back in Mr Moran’s home – with all the buttons working.
A Samsung spokesman said: ‘’We are committed to giving our customers the best possible service and having reviewed Mr Moran’s case carefully, we have offered the customer a full repair as a gesture of goodwill, which he has accepted.”