TV broke down - Samsung refusing to assist

Mahone1302

Back in December I bought a brand new Samsung LED TV from Currys. The TV worked perfectly fine until a couple of weeks ago. I went to bed one evening after having watched the TV, which was working fine. I switched the TV off with the remove control. I got up the following morning and went out to work. When I returned home from work I sat down and switched the TV on with the remove, only to find that it appeared to be cracked. I could only see a picture the right 1/3rd of the screen, the rest was a mess of lines and colours. It looks like a crack whereby the crack lines are all running outwards from a central point. On closer inspection however there is absolutely no damage to the unit nor the screen itself. I am confident that this is not physical damage as I know that I did not do it, and as I live on my own and nobody else had access, nobody else could have done it either.

I googled the issue and it seems to be quite a common problem with Samsung LED's, it also seems to be quite a common problem that Samsung refuse to even investigate it. Cue several attempts to contact Samsung over Facebook, email, live chat, and telephone, and I've got nowhere. Samsung refuse to even consider that it may be a manufacturer fault (despite being a common issue) and refuse to consider an engineer looking at the TV. On speaking to them over the phone they state that they are certain it is physical damage, yet when I challenge how they can possibly say it without physically looking at the unit (which let's be honest, is impossible), they back down and say that it's an assumption. Unfortunately despite this being an assumption they flat out refuse to investigate further, merely stating that it's not covered by the warranty and they can not assist.

I have rang Currys who have been far more helpful and are well aware of this issue with Samsung TV's. Unfortunately they say that even if I go through them, Samsung will refuse to accept the TV in for an examination. I have been advise to pop in to the store and see if the store themselves can assist. I will indeed be doing this, as well as taking the unit with me. If I have no luck I will be standing in the Samsung concession and ensuring that any potential Samsung customers are aware of this issue and how Samsung treat customers with this issue. I will make an absolutely nuisance of myself.

However it has just occurred to me that I bought this television on a Visa credit card. Am I covered here by Section 75?

JJ_Egan

Your rights are against the vendor not Samsung .

naedanger

Mahone1302 wrote: »

However it has just occurred to me that I bought this television on a Visa credit card. Am I covered here by Section 75?

Yes, Currys and your credit card company are both equally liable to you for any inherent faults with the tv.

Mahone1302

JJ_Egan wrote: »

Your rights are against the vendor not Samsung .

Do you mean warranty rights?

naedanger wrote: »

Yes, Currys and your credit card company are both equally liable to you for any inherent faults with the tv.

Do I need to prove that it's an inherent fault? It clearly is - the internet is awash with similar stories, but that doesn't constitute proof I guess.

neilmcl

Mahone1302 wrote: »

Do you mean warranty rights?

No he means your statutory rights, under the Consumer Rights Act (2015)

Mahone1302 wrote: »

Do I need to prove that it's an inherent fault? It clearly is - the internet is awash with similar stories, but that doesn't constitute proof I guess.

Speak to Currys first but it's likely they'll either offer to have it inspected (at a cost) or ask you to get an independent engineer's report detailing the fault. Either way, if it does indeed prove to be inherent then you should be refunded for this report as well as receiving a suitable remedy.

Mahone1302

Section 75, if it applies, would appear to be the simplest way to get this resolved from my end. Does this sound like it would apply?

bris

Mahone1302 wrote: »

Section 75, if it applies, would appear to be the simplest way to get this resolved from my end. Does this sound like it would apply?

No, the rules are the same, the CC has the same rights as the retailer putting the burden of proof on you so either way you still need to get the proof. Very hard to do with cracked screens as there is no way to tell.

neilmcl

Mahone1302 wrote: »

Section 75, if it applies, would appear to be the simplest way to get this resolved from my end. Does this sound like it would apply?

S.75 isn't a magic bullet. All it does is make the CC jointly and severally liable for the breach in contract. You'd still have to prove an inherent manufacturing fault exists with the TV.

naedanger

Mahone1302 wrote: »

Section 75, if it applies, would appear to be the simplest way to get this resolved from my end. Does this sound like it would apply?

If Currys don't offer to help then Section 75 is likely to be the simplest solution. The following article explains why:

http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases

See in particular the section "If the retailer isn't playing ball it may be easier to go to your card provider" which explains why "claiming from the credit card company under Section 75 can [sometimes] prove easier" .

naedanger

Mahone1302 wrote: »

Do I need to prove that it's an inherent fault? It clearly is - the internet is awash with similar stories, but that doesn't constitute proof I guess.

If the retailer (or your credit card company if you make a section 75 claim) dispute there was an inherent fault then "yes" you do need to prove the fault was inherent but only on the balance of probability. (Had the tv been less than 6 months old the position would have been different.)

If there is a dispute you could show the other party your evidence from the internet. If they still don't agree I would ask them to suggest the names of some independent engineers whose evidence they would accept and to agree to pay the cost should the report confirm that the fault was, more likely than not, inherent. Then commission one of the independent engineers.

Fosterdog

If the crack seems to be emitting from a single point then something has put pressure on it or caused an impact. Screens don't just crack on their own if the crack radiates from the edges then it could be caused by a fault in the frame or with a hidden screw being done too tight but anywhere in the centre of the screen and that is impossible.

Internet users saying that it is a common fault in samsungs doesn't count as if you search any brand of TV you will find reports of the same. You will also find the same with any laptop brand.