Faulty 3D Plasma Still Within Guarantee But Currys Useless

Al_Ross

Reference the damage to the TV set ,my money is on them replacing it (Ex Matercare/Currys Engineer)

Gamehungry

Al_Ross wrote: »

Reference the damage to the TV set ,my money is on them replacing it (Ex Matercare/Currys Engineer)

Well that would be the preferred outcome but I can't help but feel they'll start spouting the same rubbish if they can't rectify it. Hopefully I'll hear from them tomorrow.

Got another reply from Samsung, looks like a standard troubleshooting template so they'll be getting a reply shortly. Never experienced such rubbish customer service.

Esqui

I've just had a quick read through, so apologies if I missed anything.

Most stores will replace if the repair takes over 28 days. Normally, if it returns to you damaged/still faulty and you report than within a few days, the second repair will pick up where the first left off with regards to the 28 days. Generally, it is Samsung who handle repairs under the first year guarantee - they use local repair centres, of which the quality of service can vary wildly (our local one is good, and will come and pick things up for repair the very next day...others will ask you to transport a 32" TV to them yourself!!), and therefore it is a little harder to control what they will and will not fix.

The banding issue on the screen is clearly something that should be fixed, although I can't determine from your post whether you mentioned that when you sent it in for repair. The glasses losing sync, it may not be what you want to hear, but that's probably to do with how you are using them and as someone mentioned above, it's not really worth pursuing it on that. If you mentioned the banding on the first repair, and it's still a problem, then send it back until it gets fixed. If you didn't, then they probably wouldn't have been able to fix it.

As for the damage, they will probably just fit a brand new casing to it...it's not worth trying to touch up an existing, damaged case. It's hardly likely they will exchange it because of that, and it will also depend on who is doing the repair to the surround...I expect it would be the Samsung repairers?

Al_Ross

And what about his scratched screen -surely a new screen and a new cabinet would render it un-economical these days.

Gamehungry

Thanks for taking a look Esqui, I appreciate it. So with regards to the 28 days does it incorporate the time spent waiting for the TV to be collected again ? I reported the fact the TV was still in the same state 2 hours after receiving it, I have emails I've sent to the guy handling the case to prove that also. I reported the faults and damage, when the guy got in touch he originally overlooked the damage and instead just stated the fact there was no fault found. He had requested I get an engineers report to go against theirs.

After again going over the damage caused he went away to speak to his operations manager to ask what could be done, he came back saying it could go in to be touched up, collection was then arranged. It took him two days just to come back to me. The TV was picked up again yesterday and as stated I took the liberty to highlight the scratch on the screen and to include a photo with description of the faults. I stuck suitable tape around the scratch and taped the photo on the back. They can't give me the excuse of 'we missed that' now.

With regards to the banding, yes it was reported on day one, I even attached photos proving it. I made this out to be the bigger deal too. When the TV first went in I got a call a day later asking me what was wrong with the TV as they had no info (clearly the guy handling the case didn't pass the info on), I told him over the phone exactly what was wrong, including detail on the banding and pink whites.

To my knowledge the TV just went to the Knowhow tech centre to be assessed/repaired, when they came back to me stating there was no fault found he started spouting the fact their engineers had 15-20 Years experience etc. I honestly don't think Samsung had anything to do with this. Tbh from what I can gather unless the fault is glaringly obvious I'd assume a lot of repairs go unrepaired ? I thought mine were obvious enough, clearly not.

Could I just ask, is it standard practise to send unrepaired kit back to customers with a letter stating the kit is now repaired ? I got one with mine, it was clearly false information as it hadn't been touch. To also note it had a full 'valet' and yet come back with damage is also a bit of a joke. Rubbish isn't it ?

So it may get new casing ? I'd assume then they'd try to rub the scartch out or fill it in then ? Surely that would still be obvious or dull the screen ? I'm not suggesting that's what they'd do but if they're going to recase it then you'd assume they'd want to repair the scratch on the cheap ? Either way surely this is all uneconomical ?

Apologies for the wall of txt. I appreciate everyone's comments so far.

Esqui

gamehungry wrote: »

Thanks for taking a look Esqui, I appreciate it. So with regards to the 28 days does it incorporate the time spent waiting for the TV to be collected again ? I reported the fact the TV was still in the same state 2 hours after receiving it

It would almost certainly go along the same lines as the first (i.e. when it is collected)

With regards to the banding, yes it was reported on day one, I even attached photos proving it. I made this out to be the bigger deal too. When the TV first went in I got a call a day later asking me what was wrong with the TV as they had no info (clearly the guy handling the case didn't pass the info on), I told him over the phone exactly what was wrong, including detail on the banding and pink whites.
To my knowledge the TV just went to the Knowhow tech centre to be assessed/repaired, when they came back to me stating there was no fault found he started spouting the fact their engineers had 15-20 Years experience etc. I honestly don't think Samsung had anything to do with this. Tbh from what I can gather unless the fault is glaringly obvious I'd assume a lot of repairs go unrepaired ? I thought mine were obvious enough, clearly not.

Sounds like it did go to the Knowhow repair centre then - if they can't find the reported fault, they will give you a call to try and find it. If it really can't be replicated in the repair centre after that, they will still put it through at least two hours of soak testing. So the chances of missing a fault are slim...though as you've found out, not entirely zero.

Could I just ask, is it standard practise to send unrepaired kit back to customers with a letter stating the kit is now repaired ? I got one with mine, it was clearly false information as it hadn't been touch. To also note it had a full 'valet' and yet come back with damage is also a bit of a joke. Rubbish isn't it ?

Yes, it's been a bugbear of mine recently having everything come back from repair with the same letter saying "We have repaired your item, and given it a valet". The repair centre manager tells me they have now solved the computer bug that meant things were all coming back with the same, non-informative letter.

So it may get new casing ? I'd assume then they'd try to rub the scartch out or fill it in then ? Surely that would still be obvious or dull the screen ? I'm not suggesting that's what they'd do but if they're going to recase it then you'd assume they'd want to repair the scratch on the cheap ? Either way surely this is all uneconomical ?

On the handful of times things have been returned damaged (not just from the repair centre) they've all been sent away and had the casing replaced...or at least done such a good job on removing the damage that it looks like a new case. I can only assume it's the best way - and the most economical thing is not to damage the case in the first place!

Gamehungry

So we're only upto 14 days at the end of this 'repair' cycle then ? The only call I received was the one asking for more info as they'd just received it at the centre. I didn't get any other call at any point of the repair, another failure on currys part ?

Soak testing was mentioned, the problem is if they aren't using similar sources how are they going to replicate the fault ? The banding issue is only noticable on a light/white background or when the picture pans up and down. The glasses issue, fair enough that's going to be hard to replicate. The pink whites, also very noticable on a white backgound.

So I'm not the only one that's been mis-informed, guess there's much more I can say regarding that.

Well it's going to be interesting to see what they've done to it when I get it back then. That would indeed be the most economical thing to do. Lol

What would you suggest I do per the banding issue then ? If as the guy stated in his last email it's going to be checked it's running within 'Manufacturers Specification' they should pick up on it, especially with my added evidence. I reckon though it's just gone back for the damage to be rectified meaning that the faults will still persist, if that's the case what more can I do if he's just going to tell there was no fault found ?

Thanks again. Pics showing problems below, you'll have to excuse the poor spelling as I was in a rush ! Lol. Click x2 for biggy !




Uploaded with ImageShack.us

Esqui

The soak test just runs from normal TV. What sources is the banding happening on?

Gamehungry

All sources is the simple answer. As I've said it's really a matter of what source it's more potent at. Just a plain old white screen shows it best, even a black screen will show it as faint white lines. Other then that only a very light picture or one that pans up and down for example football.

The knowhow tracking facility seem pretty useless btw, just show as 'delivered' ? It was collected for a start, does it not show repair progress either ?

Thanks again !

Gamehungry

Right ! Just got off the phone to Adam who's handling the case, some progress has been made ! It's not the outcome I was hoping for but it's progress at least, he has had an email from the tech guys informing him that they are replacing the Glass + Filter and as a gesture of goodwill (bit of a joke that really as there are faults anyway) they may replace the PCB. Parts are on order apparently so It's now a waiting game. He said it was very close to been a repair vs replacement but unfortunately they went down the repair route.

So what I'm hoping for now is it either comes back in perfect shape with the problems fixed, it takes too long and pasts the 28 days (these don't have to be working days do they ?), or it comes back in exactly the same way meaning I can send it off again so as to get it past the 28 days.

If it does come back with the same screen faults even after a PCB replacement does it still carry on as been the same repiar so taking it over 28 days ?

Thanks !