Samsung tv screen cracked inside they suggest blame

Smithy101

Hi,

I have a large Samsung curved LCD, I purchased last March (2016). Two days ago I turned it on and the screen is cracked inside, affecting the right side of the screen, approximately the last 15% of it.

I took photos and emailed Samsung as they requested, and they called me back, but they suggest it isn't covered by the warranty because it has sustained physical damage.

They won't send out their own engineer but suggest I contact one of their appointed service centres to get them to have a look at it. If they confirm there is no physical damage I can call Samsung back.

The tv didn't fall, nothing hit it so I am astounded by their response but I don't know my rights either.

Has anyone experienced this before? Have any idea how an LCD screen can crack from the inside?

Also, what do rights do I have to hold Samsung to account?

Thanks

RoonilWazlib_2

Did you purchase it directly from Samsung? Your statutory rights are against who you bought it from? Any rights against manufacturer are bound by terms of any guarantee/warranty.

Smithy101

RoonilWazlib wrote: »

Did you purchase it directly from Samsung? Your statutory rights are against who you bought it from? Any rights against manufacturer are bound by terms of any guarantee/warranty.

.....but when i called Richer Sounds, they put me through to Samsung because the tv is less than 1 year old.

[Deleted User]

Smithy101 wrote: »

suggest I contact one of their appointed service centres to get them to have a look at it. If they confirm there is no physical damage I can call Samsung back.

Sounds like all you can and should do. If you are absolutely certain the Tv has not received a knock etc while in your home, you have nothing to be concerned about.

Richer Sounds would also require a report which says it is not physical damage and that the "fault" is inherent.

naedanger

Smithy101 wrote: »

Hi,

I have a large Samsung curved LCD, I purchased last March (2016). Two days ago I turned it on and the screen is cracked inside, affecting the right side of the screen, approximately the last 15% of it.

I took photos and emailed Samsung as they requested, and they called me back, but they suggest it isn't covered by the warranty because it has sustained physical damage.

They won't send out their own engineer but suggest I contact one of their appointed service centres to get them to have a look at it. If they confirm there is no physical damage I can call Samsung back.

The tv didn't fall, nothing hit it so I am astounded by their response but I don't know my rights either.

Has anyone experienced this before? Have any idea how an LCD screen can crack from the inside?

Also, what do rights do I have to hold Samsung to account?

Thanks

Another report of similar problem:

https://www.cnet.com/forums/discussions/internal-crack-in-brand-new-samsung-curved-4k-tv/

How did you pay for the tv? If by credit card you can take the matter up with your credit card provider. If they require proof the fault was not caused by your misuse ask them for the name of an independent (of Samsung) company that will examine the tv. (You may have to pay for the report but this cost should be refunded if the fault is found to be inherent and not due to your misuse.)

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

wealdroam

Smithy101 wrote: »

.....but when i called Richer Sounds, they put me through to Samsung because the tv is less than 1 year old.

I guess you haven't read MSE's Consumer Rights guide yet?

Here is a short extract:

Know who's responsible

When returning items, beware shops trying the oldest trick in the book: saying they're not responsible for the shoddy goods and you must call the manufacturer. This is total nonsense!

If a company fobs you off by saying “go to the maker instead”, it's wrong. It's the retailer's job to sort it.

It doesn't matter if it's an iPod from a high street shop or a designer frock from a department store. If something's broken, torn, ripped or faulty, the seller has a legal duty to put it right as your contract is with it.

Lots of other good stuff in there too.

neilmcl

Having said all that there's nothing wrong with going straight to the manufacturer if they can expedite a solution. Not to mention that the OP will have a 6 year warranty with RS so I don't think he'll have much issue getting a resolution, providing there's no evidence of accidental (or otherwise) damage.

[Deleted User]

neilmcl wrote: »

providing there's no evidence of accidental (or otherwise) damage.

This is the crux of the matter.

wealdroam

neilmcl wrote: »

Having said all that there's nothing wrong with going straight to the manufacturer if they can expedite a solution. Not to mention that the OP will have a 6 year warranty with RS so I don't think he'll have much issue getting a resolution, providing there's no evidence of accidental (or otherwise) damage.

Oh yes, I had forgotten about RS's six year warranty.

J_GOH

Somewhere during shipping the TV was layed flat. That cause a inherent stress where manufacturer will not honor their warranty . Want to form class action where this thing can be prevented with adequate warning signs and packaging.

Fosterdog

J_GOH wrote: »

Somewhere during shipping the TV was layed flat. That cause a inherent stress where manufacturer will not honor their warranty . Want to form class action where this thing can be prevented with adequate warning signs and packaging.

And your evidence of this is?

Sounds like somebody has cracked a TV screen and wants to blame somebody else.