Samsung denied warranty for using foreign Toner - Amazon help anyway

Have the device earlier this year for 429, - EUR buy - not least because of the many positive reviews of Stiftung Warentest & CO. And what can I say: On the purely technical / functional level almost all my expectations were more than fulfilled:

+ Great print image
+ Easy to use and setup (and Windows 8, Mac OS X and iPhone / iOS!)
+ A potpourri of useful functions: Scan-to-email, Scan-to-USB, ID Card Copy, etc.
+ Has an overall stable and "valued" impression

- The machine will print each function like to default 2 pages on each sheet (reduced), which at first can easily lead to confusion
- There is no function to store scanned documents directly to a network folder (eg NAS)
- The supplied toner cartridges ranging felt only for a few hundred pages
- Original toner is (as with most color laser printers) unfortunately extremely expensive, a complete exchange suggests here, depending on the dealer quickly times with 350 EUR and more to book!

The latter, however, I held so far for little problematic - corresponding replica toner there finally here on Amazon (and elsewhere in the network) starting at 40 EUR per cartridge. The warranty remains, once established - unless the damage can be unequivocally attributed to the use of foreign toner.

That is the theory. The problem: In Germany applies after 6 months the so-called "burden of proof": The customer must now turn to the manufacturer to prove that the damage may have been impossible due to the foreign toner. In practice, a more or less impossible task!

So in my case: After about 7 months suddenly all printouts came at about 50% to a paper jam in the back of the device, presumably caused by jammed in the fuser paper remnants. Since this does not so easily can be expanded (without loss of warranty), I gave the printer together Toner & CO to Samsung in repair. After about a week then the feedback from local Samsung Service Partner (LPR GmbH): "The defect is due to the appliance through the use of third-party toner Lt. Samsung this can not be handled by the guarantee..." Estimate about 200 EUR was. If I want the unit unrepaired back approximately EUR 50 handling fee would nevertheless still due. Dispose complete would be the part, however, even for super cheap 15 EUR :).

Basically, I can understand, of course, that the distribution of modern printer for most manufacturers is a mixed calculation and ultimately only really profitable by the downstream sale of consumables. In my eyes still no clean bill of health for such a poor service as Samsung offers him its customers here:

- Employees of the Service Partners can be reached as well as not; you fly most often after a few minutes just from hold
- Requests by email will not be answered, on the phone, it is then called "Oh, they have since even an email written to"
- In addition to the lapidary diagnosis "foreign toner is to blame" the customer receives no further information; see also the issue of "burden of proof" Up Next
- The customer will be informed before sending his printer at no time explicitly about possible follow-up costs or their concrete amount - in retrospect I have found to this point in the network no tangible information. In addition, the imposition of a "processing fee" in excess of EUR 50 for the simple return shipping an unrepaired appliance borders, in my view at modern highway robbery.

Blessing in disguise: Amazon offered me after a short consultation to replace the unit as a goodwill gesture or alternatively to refund the purchase price equal to complete. That's what I call service times! Thank Amazon !!!