Samsung will not replace my broken tv

SpeedyKid

At the beginning of March I purchased a 65 inch QLED TV direct from Samsung. At the end of May around just 11 weeks after purchase the TV broke and will not power on at all. I called Samsung and went through troubleshooting, none of which worked. They told me as it was older than 28 days they would not replace the TV but would send an engineer to fix it. I was left unimpressed but thought as long as it is fixed that would be agreeable. They told me an engineer would visit my address within a week and gave me an appointment time and date. The day before they cancelled the appt stating they did not have the part and rearranged it for towards the end of July! If they were to come and fix it on that date it would still be around 10 weeks where I would not have a TV! I specifically bought the thing to watch the Euros in which just rubs salt into the wound!

So my question is this - with Section 23 Consumer Rights Act 2015 in mind - Is 10 weeks a reasonable amount of time to repair a brand new TV under warranty? It doesn't feel like it! Surely I am being caused significant inconvenience?

I have spoke to them numerous times and they keep fobbing me off saying I have to wait for the repair! They refse to replace it. I am bitterly dissapointed at this level of service and am incredibly frustrated having paid a large sum of money for a TV which is broken and I cant watch.

Any advice please on where I stand?

JJ_Egan

Warranty is subject to any terms and conditions .

It has nothing to do with Consumer Rights .

What are you claiming under ??

SpeedyKid

Manufacturers warranty. So I am at the mercy of them and they can take as long as they like to fix it?

JJ_Egan

Should have gone down the Consumer Rights route .

SpeedyKid

How do you mean? I thought I was at the mercy of the manufacturers warranty as it was over 28 days since I purchased it?

green6house

I don't think JJ_Egan has realised you bought direct from Samsung. Your claim is a consumer rights claim, a warranty is above and beyond your consumer rights (which this isn't). 

However, I don't think you'll get far with the 'significant inconvenience' line. A TV is realistically a luxury item not an essential, so 10 weeks is dreadful service, but probably not a significant inconvenience. On top of that, you cannot force Samsung to act faster. All you could do is get it repaired yourself, or buy a replacement, and then chase Samsung through the small claims court to get your money back. It's quite a gamble as to whether you'd win or be left with two TVs. 

JJ_Egan

No i knew who the vendor was and in the OPs shoes i would have claimed under my Consumer Rights ,see mse sticky .

the_lunatic_is_in_my_head

I would assume the OP has gone down which avenue Samsung has lead them. 

I don't think 10 weeks is reasonable but there are worldwide supply issues which they might try to use as an excuse. 

TVs are so cheap these days might be worth waiting it out for the repair and picking up a second hand TV for the mean time. 

Al_Ross

You should be contacting your retailer and insisting they replace your tv due to an unacceptable delay in getting it repaired.

ThisnotThat

Al_Ross said:

You should be contacting your retailer and insisting they replace your tv due to an unacceptable delay in getting it repaired.

They did.  They bought directly from Samsung.

neilmcl

Al_Ross said:

You should be contacting your retailer and insisting they replace your tv due to an unacceptable delay in getting it repaired.

Which, as was established in the OP, Samsung themselves.