Faulty TV - Samsung

Dazzler_3000

I bought a Samsung TV from Very back in July for £3,000. There's a fault with the TV so I've recently gone through the motions of reporting it to Samsung. They confirmed there was a fault and arranged for a replacement screen to be issued and fitted. However, they've now said that the screen isn't available so they can issue a refund or replacement. Given this is the second time I've had an issue with a Samsung TV in the past 8 months I've asked for the refund but now I've hit a stumbling block. They've asked me to provide proof of purchase but as I bought the TV online through Very I don't have a physical receipt. What I've done is taken a screenshot of the transaction on my Very account and emailed it over. Samsung said this wasn't acceptable and that if I couldn't provide proof of purchase they would have to look at the current market value of the TV and refund that amount - the problem I have with that is the TV is currently selling for £2,000 so if they do refund that amount I'm left with a £1,000 outstanding balance on Very account.

I've contacted Very to get Proof of Purchase and they've sent me an email which I forwarded to Samsung (awaiting a reply). I get the feeling they aren't going to find this acceptable either so I had 2 questions:

1. Can they refuse the proof of purchase I've provided? I'd imagine its subjective and companies have different tolerances for what documents are acceptable but I can't see why a snapshot of my account showing the transaction (which details what was bought, when and for how much) isn't acceptable.

2. Can they base my refund on the current market value rather than what I actually paid? I get the thinking here, but if they do that I'm down £1,000.

Any advice would be really helpful.

Thanks

zoob

Why you not asking Very for the refund as you bought the tv from them ?

Aylesbury_Duck

It sounds like you're claiming under warranty, so the answers to both your questions could very well be "yes" if those are the terms of the warranty.

Three grand on a telly?  Sheesh, I am out of touch on prices.  I bought an amazing TV for £600 a few years ago, what on earth do you get for five times that price?

Dazzler_3000

zoob said:

Why you not asking Very for the refund as you bought the tv from them ?

I thought I could only claim from Very if the issue was within the first 28 or 30 days? Then it moves to the manufacturers warranty?

Dazzler_3000

Aylesbury_Duck said:

It sounds like you're claiming under warranty, so the answers to both your questions could very well be "yes" if those are the terms of the warranty.

Three grand on a telly?  Sheesh, I am out of touch on prices.  I bought an amazing TV for £600 a few years ago, what on earth do you get for five times that price?

A few bits and bobs, but basically size (its 75-inch). As they get larger you the price tends to shoot up at a higher rate. That and its got 4k at 120hz which is great for gaming.

Yahoo_Mail

Dazzler_3000 said:

zoob said:

Why you not asking Very for the refund as you bought the tv from them ?

I thought I could only claim from Very if the issue was within the first 28 or 30 days? Then it moves to the manufacturers warranty?

No, your statutory rights are with Very.

However, you do say that it's "the second time I've had an issue with a Samsung TV in the past 8 months" rather than this TV.  Presumably, this is the first issue with this one?  If so Very would have the option to repair it if they wished.  Probably better just waiting to see what Samsung come back with first.