Samsung delivered broken TV. will take over month to replace.

I ordered a 65" QLED tv from Samsung (direct) on 5th November 2022, Delivery was arranged for 6th November, then on the 6th I spoke to Samsung online and they said it is coming on that day and checked with the courier, but then they came back and said courier does not work on Sunday.

We did get the tv on the 9th November 2022, on upon opening, the back panel of the tv was warped and the clips were broken holding the panel on. So I scheduled a return, they picked it up on the 10th and Samsung said that replacement will take between 7 and 10 working days. Not really happy, but could not do much else as they will not refund either for 10 working days.

They also took my 32" tv in a trade in deal that they have running on their website, and also said if i cancel i will not get back my 32" TV, so now I am sitting here with no 32" tv, no new 65" tv and £1200 down. Asked my credit card to raise a dispute but they said it will take 45 days to sort. so either i pay the credit card the £1200 or get charged interest. 

Samsung and their courier called Panther are nothing but trouble if there is a problem. Panther are now saying Samsung have the TV but when i chat with Samsung they say the courier has not delivered it, so somewhere there is a 65" tv hiding from panther and samsung, as both are denying having it. I know new tv's have advanced over the years but did not know they grew legs and can play hide and seek.

Really pulling my hair out with both companies.

Comments

  • diystarter7
    diystarter7 Posts: 5,202 Forumite
    1,000 Posts First Anniversary Name Dropper
    edited 16 November 2022 at 10:50AM
    Hi OP

    Ask Samsung for goodwill and loan you a tv FoC. You will be but a gentle direction, be polite, nice, speak to a manager/etc
    as your contract was with Samsung. I'm sure they will sort something out for you.

    (Often, speaking with a manger gets you a better result - no fault of the frontline helper as they are often restricted on what they can do)

    Good luck and keep us updated.

    PS -   failing the above buy from another retail outlet and I'm sure they will be ok with that - many deliver FoC next day
  • That's a frustrating experience, but about right for Samsung these days. 
    The only way is to keep on at them, point out the TV going missing with their courier isn't your issue and that they need to supply a replacement or refund ASAP. 
  • Still getting no where with Samsung, they keep changing the date when they sat they received the  tv back, so it gives them longer to replace. I have been in touch with my credit card company and they have refunded me the money, but said if Samsung deliver and i accept the replacement, then Samsung will recharge me, which is fine, i just wanted not to be charged interest on something i have not got, so happy with my CC company at this time.

    As for Samsung, the support say the same thing over and over, so much so, it must be a script they just copy and paste to get customers off the chat. They keep saying warehouse is dealing with it, so either only 1 person works in Samsung's warehouse or so many products get returned being damaged or faulty that they are overwhelmed and cannot cope with the the amount of returns. I will keep you updated, but as said they keep changing the day they said they received the tv back. I have kept all chats with the support so they cannot keep blaming the courier for not delivering it to them. 

    Will keep you updated as the saga goes on.
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