faulty tv

thejon

Hi hope someone can help.

I have a samsung tv that is 3yrs old which is not working properly but has a 5yr guarantee from currys.
They have had the tv 5 times to repair but they have not managed to fix it,they are now saying it is a software fault and there is nothing they can do i have to wait for samsung to update.
i have spoke to samsung and they have said there are no updates planned for it the last update came a month ago but that was the first in a year,surely i cant be expected to have a faulty tv till then?.
Can i ask for a refund has the tv is not doing what it should? or am i stuck with a faulty tv.
Any help my on my legal position and who is responsible for fixing wether software or not would be much appreciated.

Thanks Tim

mattyprice4004

Can you detail the problem? If it's a very minor issue you're probably out of luck, but if it affects the advertised functions of the TV then you may get somewhere.

thejon

Thanks for getting back so soon.
The issue is that it will not let you watch certain channels while recording another.
The problem mainly effects hd channels and will sometimes also untune certain channels altogether so you have to retune the tv.
The tv has twin freesat tuner with 2 cables in and was advertised has part of the function of the tv.
If need anymore details please ask.
Thanks Tim

Newtothis92

You say you have a 5 year guarantee with Currys what kind of guarantee is It? One of their extended warranties such as "whatever happens" That you pay monthly for/purchase when you purchase the T.V.?

If so I THINK there will be something in your agreement about replacing after a certain number of attempts at repair (You would get a voucher for a like for like replacement not a refund)

If this is the case take the paperwork and T.V. if possible into your closest store and explain the issue you are experiencing and how many times it has been away for the same fault (If you can't get the T.V to store they will arrange collection from home). They will probably request to send it off again but make them aware that if the unit does not come back repaired you will be expecting a voucher for replacement as per your agreement. Make it clear that while Currys are insisting the unit requires an update, You have spoken to Samsung who have said no such update is available so can they add this into your notes and have it cleared up by either store/repair centre.

If you do not have the paperwork or are unsure of what warranty you have with them ask them to check under the name and address with which you purchased the T.V. at the time

thejon

Thanks for reply

Thats another burning question with them, on my account it says we have the five year that you have explained with after 3 attempts it can be replaced but on their screen when talking on phone its just a normal extended warranty.which says they will repair it till no longer cost affective or cannot be repaired.is a software update something that cannot be repaired?
but when i went into currys store the knowhow technician checked on his computer and it says i have the one you described so i have no idea which i have!!
Sadly did not receive any paperwork when tv was bought wasnt sent to us
Anymore advice thanks Tim

Newtothis92

As far as I know your time of purchase sounds like a "whatever happens" policy, should you speak to them on the phone again ask them if they can send you out a copy of your policy so you can be sure.

How have you previously sent it off for repair? E.g. taken it into store or had it collected from home? Do you have the previous job sheets to take the repair numbers from?

If not and the t.v was collected from home contact knowhow via phone and ask them for all previous job repair numbers.. if you dropped it off in score they should already have previous job numbers on the system

In store speak to Knowhow, Have them confirm your whatever happens reference number and quote this when booking your t.v on for repair.. have them also include previous job reference number and how the unit is still suffering from the same fault and at this point the customer requests a repair or write off due to numerous repair attempts. Again stress that while they suggest an update is required Samsung have no knowledge of such update so can they contact Samsung themselves and ask how to go about fixing this issue

Also if the t.v is collected from home and you do have whatever happens you may be entitled to a loan t.v. while yours is at repair centre again.

I hope this helps

thejon

thanks for response i have been on to currys and they insist its a samsung problem i told him there was no update coming for it and he advised me to take to store and ask them to speak to samsung saying tv not has advertised.
is this right even though tv 3yrs old

Thanks Tim

Newtothis92

I would go into store and ask one of the Knowhow team to contact Samsung as you are getting no where with customer services. Once Samsung has confirmed to the Knowhow agent that no update is available it must be a fault with the T.V. they should send it away for repair.. but as I suggested above ensure that they include previous job references so they can see repairs have been attempted
Don't let store fob you off with customer services, explain you are sick of being passed from pillar to post and if it has to be done via customer services can the Knowhow assistant please deal with this.