Premium Samsung TV not economically repairable - how to tackle Samsung?

SadGamerGeek

I bought a Samsung Q90R 55" TV (the "flagship" model) in August 2019 direct from Samsung's website for just under £2000. It has recently developed a fault - a thin vertical line has appeared for the whole height of the TV where those pixels are no longer active. After raising a support request online they said it needed to be looked at by one of their partner repair people. This I did and I've just heard back from them that it is a failed panel, and not economically repairable. The replacement panel cost alone is likely to be over £1,000 (maybe £1,500 or so) and those parts are in short supply anyway. The repair people said that this isn't the first Samsung large TV they've had with this issue recently, and suggest I take it up with the manufacturer. They're going to send me an email to confirm the issue.

This is no longer covered by any guarantee, but I'm thinking it is reasonable (from a Consumer Rights Act perspective) for a premium TV to last longer than 2.5 years. Does anyone have any suggestions on the best way to broach this discussion with Samsung? Hopefully it simplifies things that they are both the retailer and manufacturer in this instance. In terms of outcome, I obviously need a new TV , so a big discount off a current model (though I'd probably investigate an extended warranty this time!) would seem like something to aim for.

Thanks
Richard

shiraz99

Yes, you should invoke your statutory consumer rights via the CRA with Samsung, as they are the retailer. Bear in mind that as the fault occurred after 6 months since purchase there's no longer an assumption that the fault was present when you purchased the TV and therefore the onus will be on your to prove that the fault is down to manufacture rather than, for example, excessive wear & tear, misuse, user damage etc.

The first thing your should do is speak to Samsung and refer them to the CRA stating that the TV is not of satisfactory quality and hasn't lasted a reasonable length of time, and ask them for a suitable remedy, ie, repair or replacement. They do have the option of refunding you but this will be partial to take into account the usage you have had.  

JohnnyB70

Ask politely, and be specific in your language; you believe it not to be of satisfactory quality. 

Al_Ross

This is an inherent fault due to poor soldering in the manufacuring process of the panel..

At the very least you are entitled to some of the cost of tv back,minus a reasonable deduction cost for the time you have used the tv.

Samsung service is dire, so be pepared to go to small claims court if you have too  You will win.

DB1904

Al_Ross said:

This is an inherent fault due to poor soldering in the manufacuring process of the panel..

At the very least you are entitled to some of the cost of tv back,minus a reasonable deduction cost for the time you have used the tv.

Samsung service is dire, so be pepared to go to small claims court if you have too  You will win.

Wow, you can tell that from the OP?

mattyprice4004

DB1904 said:

Al_Ross said:

This is an inherent fault due to poor soldering in the manufacuring process of the panel..

At the very least you are entitled to some of the cost of tv back,minus a reasonable deduction cost for the time you have used the tv.

Samsung service is dire, so be pepared to go to small claims court if you have too  You will win.

Wow, you can tell that from the OP?

It’s pretty obvious from the fault that this is the case. 

Helpful hint - if you don’t know about the issue in question, don’t try and look smart on a forum by belittling someone else’s answer  

F1shyFingers

mattyprice4004 said:

DB1904 said:

Al_Ross said:

This is an inherent fault due to poor soldering in the manufacuring process of the panel..

At the very least you are entitled to some of the cost of tv back,minus a reasonable deduction cost for the time you have used the tv.

Samsung service is dire, so be pepared to go to small claims court if you have too  You will win.

Wow, you can tell that from the OP?

It’s pretty obvious from the fault that this is the case. 

Helpful hint - if you don’t know about the issue in question, don’t try and look smart on a forum by belittling someone else’s answer  

Please explain to the class how a TV becoming faulty is obviously "an inherent fault due to poor soldering."

I'll be sat at the back of the class chewing bubblegum and looking at my nails, occasionally looking up at you with a "are you for real" gaze.

shiraz99

mattyprice4004 said:

DB1904 said:

Al_Ross said:

This is an inherent fault due to poor soldering in the manufacuring process of the panel..

At the very least you are entitled to some of the cost of tv back,minus a reasonable deduction cost for the time you have used the tv.

Samsung service is dire, so be pepared to go to small claims court if you have too  You will win.

Wow, you can tell that from the OP?

It’s pretty obvious from the fault that this is the case. 

Helpful hint - if you don’t know about the issue in question, don’t try and look smart on a forum by belittling someone else’s answer  

It's pretty obvious that this is just one possible explanation of the fault but doesn't necessarily make it the only one, and certainly, going solely on the OP's description, isn't proof of an inherent fault.

SadGamerGeek

Initial contact with Samsung said all they could offer was 15% off new TV, which as I pointed out is worse than discounts I’d be able to get by shopping around/waiting for offer. Now been escalated to “Customer Solutions Department” who will ring me Tue/Wed so let’s see what “solutions” they can come up with…

DB1904

shiraz99 said:

mattyprice4004 said:

DB1904 said:

Al_Ross said:

This is an inherent fault due to poor soldering in the manufacuring process of the panel..

At the very least you are entitled to some of the cost of tv back,minus a reasonable deduction cost for the time you have used the tv.

Samsung service is dire, so be pepared to go to small claims court if you have too  You will win.

Wow, you can tell that from the OP?

It’s pretty obvious from the fault that this is the case. 

Helpful hint - if you don’t know about the issue in question, don’t try and look smart on a forum by belittling someone else’s answer  

It's pretty obvious that this is just one possible explanation of the fault but doesn't necessarily make it the only one, and certainly, going solely on the OP's description, isn't proof of an inherent fault.

So it's not obviously poor soldering then. You're not looking so smart now. 

shiraz99

DB1904 said:

shiraz99 said:

mattyprice4004 said:

DB1904 said:

Al_Ross said:

This is an inherent fault due to poor soldering in the manufacuring process of the panel..

At the very least you are entitled to some of the cost of tv back,minus a reasonable deduction cost for the time you have used the tv.

Samsung service is dire, so be pepared to go to small claims court if you have too  You will win.

Wow, you can tell that from the OP?

It’s pretty obvious from the fault that this is the case. 

Helpful hint - if you don’t know about the issue in question, don’t try and look smart on a forum by belittling someone else’s answer  

It's pretty obvious that this is just one possible explanation of the fault but doesn't necessarily make it the only one, and certainly, going solely on the OP's description, isn't proof of an inherent fault.

So it's not obviously poor soldering then. You're not looking so smart now. 

???

Are you replying to the correct person!