Who to chase for a TV fault?

MaximumFish

Bit of an update: I emailed Currys again, explaining what has happened since I declined their original repair offer, and they called back yesterday. Basically they've agreed that it's a firmware issue and acknowledged that attempting a repair is pointless, but they've said that in order to issue a refund or exchange it for a different brand I need to get a returns authorization from Samsung.

I'll do it if I need to (I already have a case open with Samsung about the issue), but is this normal/expected procedure? It almost feels like they're trying to put the onus on me when they should be just giving me the refund and then chasing Samsung for the returns auth themselves. I dunno, something just doesn't feel quite right! Almost like it's the next step up from telling me that once it's sold, my beef is with the manufacturer and it's nothing to do with them.

Like I said, I'm "happy" to do it if I really need to, but I'm just trying to check that I do in fact need to.

BrentMeister

MaximumFish wrote: »

Bit of an update: I emailed Currys again, explaining what has happened since I declined their original repair offer, and they called back yesterday. Basically they've agreed that it's a firmware issue and acknowledged that attempting a repair is pointless, but they've said that in order to issue a refund or exchange it for a different brand I need to get a returns authorization from Samsung.

I'll do it if I need to (I already have a case open with Samsung about the issue), but is this normal/expected procedure? It almost feels like they're trying to put the onus on me when they should be just giving me the refund and then chasing Samsung for the returns auth themselves. I dunno, something just doesn't feel quite right! Almost like it's the next step up from telling me that once it's sold, my beef is with the manufacturer and it's nothing to do with them.

Like I said, I'm "happy" to do it if I really need to, but I'm just trying to check that I do in fact need to.

Can't please some people! Currys have already offered to forgo the repair option and issue you with a refund. Just give Samsung a call and ask for a returns authorisation. If Samsung refuse then go back to Currys and let them deal.

Bear in mind that Currys are usually one of the worst companies to deal with when it comes to refunds, personally I wouldn't rock the boat whilst you're onto a winner.

Having consumer rights is one thing, trying to enforce them when a company is playing hardball will see you wasting an awful lot of time and effort.

MaximumFish

BrentMeister wrote: »

Can't please some people!

Haha, I was expecting that kind of response! Like I said, I'm happy to do it, but it just seemed an odd thing to need to do and is why I was asking.

BrentMeister

MaximumFish wrote: »

Haha, I was expecting that kind of response! Like I said, I'm happy to do it, but it just seemed an odd thing to need to do and is why I was asking.

Currys should be sorting that out as your contract is with them, not Samsung. However how would you feel if you said no to Currys and they then said "Ok, we'll carry out a repair first on your TV". You then send it off, they test it and cant replicate the fault and send it back to you saying "No fault found".

Some battles are worth picking. Personally I don't think this is one of them.

MaximumFish

Just called Samsung and both the original call handler and her manager, while confirming there's a firmware fault, both gave the "refund only within 30 days" spiel and wouldn't budge further. The manager even claimed that that's what the consumer regulations state.

I didn't really expect to have to argue the case so I didn't go prepared with any quotes from the regulations, and I'm not very good at arguing my case over the phone anyway (much better at writing snotty emails!), so I got the manager's name and left it at that.

What are my options now? I'm thinking an email with specific points from the regs and ask them to call back with the authorisation code. Interestingly, looking over my previous emails I see that I originally raised the issue well within the 30 day window. That's got to be ammo for my case, right?

bod1467

Just go back to Currys and say that Samsung won't deal with you to provide a returns number, and put the ball back in their court. Remind them that the issue was first reported within 30 days of purchase.

MaximumFish

Thanks. Have emailed Currys again, showing that I'm aware of the consumer regulations and explaining that I don't wish to ping pong back and forth between two companies who both want to pass the buck to the other.

We'll see how they respond.

MaximumFish

Thanks for all of your help everyone. I got an email from a Currys rep yesterday saying he'd chased Samsung on my behalf and they've now agreed to issue a refund, although I have to call Samsung myself to obtain the code.

So an excellent result in the end, if a little marred by my realisation that we'd also bought a curved Samsung sound bar, specifically to use with this TV! Time for eBay I guess.

Thanks again for all of your advice, I'm very pleased with the outcome and you helped me to stick to my guns and make it happen.

MaximumFish

Huh. Well I called Samsung and they again refused to provide the uplift number, citing yet again that it must be within 30 days! Spoke to Currys again and they called Samsung, who then escalated the case and were supposed to be calling me back at 18:00 to give me the code. It's now 18:45 and they're obviously not calling, so now I get to call Currys again tomorrow and repeat the whole carrousel of joy.

I was pretty niave to think it was all sorted. This whole saga has put me right off ever buying Samsung again.

MaximumFish

Called Currys this morning. They then called Samsung again and apparently between agreeing to provide the code yesterday and when they were supposed to call me they'd simply changed their mind. Currys guy argued the case for 20 minutes and finally got them to agree to give the code. He called me back and transferred me directly through to Samsung and now I have the code in hand, at last!

I know Currys gets a bad rap in terms of customer service but they've really been exemplary here.