TV Guarantee not honoured

soziblewuup

What did you buy?
Samsung 4K TV

When did you buy it?
16/01/18

Where from? (internet or in store - it DOES make a difference)
DC Digital online store , rebranded this past couple of weeks as Buytvdirect (most likely due to recent reviews).

How did you pay? (cash/cheque/debit card/credit card etc)
Credit Card

What went wrong?
DC Digital sells new and ex demo TVs. They provide a 5 year guarantee with all A+/A- graded TVs. The TV I purchased was graded A-. A panel fault has developed five months into owning the TV. a white bar is present to the right of the panel.
https://www.buytvdirect.co.uk/free-five-year-guarantee-on-selected-items/

What are the vendors telling you?
I have damaged the TV, either through knocking it or applying pressure to the bezel. This is not the case, the TV was not touched and organic panel faults, in general, are fairly common.

What solution or remedy are you looking for (Companies may Repair / Refund / Replace)
The guarantee states they will repair the TV and in the event the issue cannot be fixed, they will provide a replacement. This is fine; however, the ideal outcome at this point would be a refund, I simply want nothing to do with this company.

macman

You are not entitled to a refund at this stage: the retailer can repair or replace at their discretion.
If they refuse to repair on the basis that this is user-caused damage, then your remedy is a small claim through the county court.

DCFC79

It's as MacManus says.

Why did you choose DC digital though ?
It's not a website I would buy from.

Oakdene

But their guarantee states they will repair the TV and in the event the issue cannot be fixed, they will provide a replacement. This is fine; however, the ideal outcome at this point would be a refund, I simply want nothing to do with this company.



So you have to let them have an opportunity to repair.

soziblewuup

macman wrote: »

You are not entitled to a refund at this stage: the retailer can repair or replace at their discretion.
If they refuse to repair on the basis that this is user-caused damage, then your remedy is a small claim through the county court.

DCFC79 wrote: »

It's as MacManus says.

Thanks both, I will look at an independent repair.

Why did you choose DC digital though ?
It's not a website I would buy from.

Lesson learned. Usually pretty savvy with online purchases, in fact I believe this is my first issue with a retailer.

Thanks for the help.

soziblewuup

I seem to have included my first response within the quote. Just in case you don!!!8217;t see it:

!!!8220;Thanks both, I will look at an independent repair.!!!8221;