Samsung TV Warranty / Replacement?

Frankie12345

Curious question for the forum:


A Samsung TV is under warranty and develops a fault which cannot be fixed(parts no longer available) but Samsung have authorised either a replacement or reimbursement of the TV value.
TV was purchased just under a year ago.
They have asked for the original receipt in order to proceed but at the moment I cannot find it anyway.


My question is, do I continue to try and find the receipt or go ahead and let them value it themselves without it? Do they value it at what the market price was when I paid for it or current market price today? I've never experienced anything like this before so have no idea what's best for me.
I'm not sure what my rights are in terms of getting the best value route for me?
I've seen on some websites that they offer you a replacement model but if the value of your initial tv has dropped dramatically then the model they offer you is much worse than that of the model level you purchased at initially. In a situation like that I think I'd prefer a reimbursement so that I can put the extra and get a better model tv.

neilmcl

Frankie12345 wrote: »

Curious question for the forum:


A Samsung TV is under warranty and develops a fault which cannot be fixed(parts no longer available) but Samsung have authorised either a replacement or reimbursement of the TV value.
TV was purchased just under a year ago.
They have asked for the original receipt in order to proceed but at the moment I cannot find it anyway.


My question is, do I continue to try and find the receipt or go ahead and let them value it themselves without it? Do they value it at what the market price was when I paid for it or current market price today? I've never experienced anything like this before so have no idea what's best for me.
I'm not sure what my rights are in terms of getting the best value route for me?
I've seen on some websites that they offer you a replacement model but if the value of your initial tv has dropped dramatically then the model they offer you is much worse than that of the model level you purchased at initially. In a situation like that I think I'd prefer a reimbursement so that I can put the extra and get a better model tv.

They don't need the receipt for the valuation they need it as part of the T&Cs of their warranty to process the return. If you can't find it you may not get anything from them. Do you have any proof of purchase at all?

DCFC79

I take it you have tried the retailer ?

McKneff

Cash or card ?

bris

I think you misunderstand why they want the receipt, it's proof of purchase they're after. Without it they will likely deny your claim

Frankie12345

The claim has already been accepted, they told me on the phone that they needed to receipt to give me a valuation on what could be offered as replacement. If I wasn't happy with the model they would allow me to have the money to go purchase ne myself.

wealdroam

In your original post you ask about your rights.

You have no statutory rights that can influence how the manufacturer values your television.

A manufacturer's guarantee is in addition to your statutory rights and can have terms of the manufacturer's choosing.

The manufacturer does not have to publish the calculations you are asking for.

In fact, no manufacturer even has to offer a guarantee - although that might not be seen as a good marketing ploy.

neilmcl

Frankie12345 wrote: »

The claim has already been accepted, they told me on the phone that they needed to receipt to give me a valuation on what could be offered as replacement. If I wasn't happy with the model they would allow me to have the money to go purchase ne myself.

It might have been "accepted" but it wont proceed unless you can provide your proof of purchase.

Frankie12345

All been accepted and confirmed replacement model being delivered within 7-10 working days without proof of purchase - they said on the phone it was because the price I paid hadn't really dropped. I told them I could have gone back to the retailer for possibly getting hold of a duplicate receipt but they said it didn't matter in the end. All they needed was the serial number and rough date of purchase to provide a valuation and give me my options. They were able to replace the 2015 model with the 2016 model that directly replaced it on the market so I'm of course happy about that.


The only thing I'm concerned about now is that I will most likely lose my 5 year guarantee with the retailer and now just get 12 months from Samsung direct.
Do you think I speak to the retailer and ask if they will still honour it?

DoaM

5 years sounds like the retailer was John Lewis or Richer Sounds. Did you contact the retailer at all before talking to Samsung?

wealdroam

Frankie12345 wrote: »

Do you think I speak to the retailer and ask if they will still honour it?

For the cost of a phone call, why don't you ask them?