Bought TV, now has intermittent fault

_random_user_name

Hi

My elderly mother bought a TV from Argos in October 2022. 

We've recently noticed that every now and again (like once every couple of weeks or so) there's a fault with the sound; the TV suddenly becomes very loud and muffled, the only way to stop it is to mute the TV, even if the volume is on the next lowest volume setting it's still loud and muffled. Turning the TV off an on several times cures it.

So as you can see, this is an intermittent fault.

My mother phoned Argos expecting a replacement or refund, they said the only route for her is to contact Samsung. She contacted Samsung who basically fobbed her off as the fault cannot be repeated on demand.

So she is left with a TV under guarantee with an intermittent fault. We're afraid that the fault might become permanent after the 1 year guarantee expires.

Is it her legal right to expect Argos to replace the TV? Or is the onus on Samsung?

powerful_Rogue

_random_user_name said:

Hi

My elderly mother bought a TV from Argos in October 2022. 

We've recently noticed that every now and again (like once every couple of weeks or so) there's a fault with the sound; the TV suddenly becomes very loud and muffled, the only way to stop it is to mute the TV, even if the volume is on the next lowest volume setting it's still loud and muffled. Turning the TV off an on several times cures it.

So as you can see, this is an intermittent fault.

My mother phoned Argos expecting a replacement or refund, they said the only route for her is to contact Samsung. She contacted Samsung who basically fobbed her off as the fault cannot be repeated on demand.

So she is left with a TV under guarantee with an intermittent fault. We're afraid that the fault might become permanent after the 1 year guarantee expires.

Is it her legal right to expect Argos to replace the TV? Or is the onus on Samsung?

In regards to Argos and your mums consumer rights - The onus is on her to prove the fault was present when manufactured but has now only just come to light. This can be via a report from a TV repair company. If the report is in her favour, then she can claim the cost of the report back. Argos can repair, replace or refund. They can choose the most cost effective method. If they refund, they can deduct a % for the use your mum has had.

In regards to Samsung, that all depends on the details in the T&C's of the warranty.

Consumer rights and warranties are two different and seperate things.

SiliconChip

She has two different routes to seek a resolution. 

Legal rights are with Argos, but as the TV was bought over 6 months ago they can insist on you proving that the fault isn't due to misuse or damage - this is normall done by getting an independent report, and if that supports your argument the cost of the report can be added to the claim. Argos can then choose whether to repair, replace or refund, with a refund possibly being reduced to take into account the use you've had already.

Warranty rights are with Samsung but are dependent on what the warranty actually says. If you feel that's the best route then your mother (or perhaps you on her behalf and with her permission) should be more insistent with Samsung. One option might be to use a smartphone to video the issue when it happens as evidence.

You may find that even if you go back to Argos again they'll still refer you to Samsung as they may be contracted to undertake repairs that aren't being done under warranty.

Edit: Cross-posted with @powerful_Rogue, but I think we've said pretty much the same things.

_random_user_name

Thanks for the comments.

Had a new development. My mum first phoned Argos customer care yesterday, she got through to an overseas call centre, as she is elderly and quite hard of hearing, together with the strong non english accent of the person she spoke to she was having trouble understanding them. My mother felt the lady she spoke to was quite dismissive.

After she phoned Samsung and just after I posted this thread my mother phoned Argos again to complain, she phoned the same customer care number but this time got through to what sounded like by the accent a british woman, I assume in a UK based call centre. This phonecall had a different result, Argos are free of charge replacing the TV with a new 1 which is being delivered today. I'm pointing out here that not for the 1st time in my experience when speaking to a non UK based call centre, the service can sometimes be not the best.

RefluentBeans

_random_user_name said:

Thanks for the comments.

Had a new development. My mum first phoned Argos customer care yesterday, she got through to an overseas call centre, as she is elderly and quite hard of hearing, together with the strong non english accent of the person she spoke to she was having trouble understanding them. My mother felt the lady she spoke to was quite dismissive.

After she phoned Samsung and just after I posted this thread my mother phoned Argos again to complain, she phoned the same customer care number but this time got through to what sounded like by the accent a british woman, I assume in a UK based call centre. This phonecall had a different result, Argos are free of charge replacing the TV with a new 1 which is being delivered today. I'm pointing out here that not for the 1st time in my experience when speaking to a non UK based call centre, the service can sometimes be not the best.

I’m glad it’s been resolved! 

With regards to many overseas call centres - it’s fairly common for them to have multiple clients (like retailers) all operating from the same call centre. They can resolve very basic issues (can I return my online order to a store, or does it need to be posted back sort of thing) but when it’s complex they stick to the script, and cannot deviate as they aren’t allowed to. 

It’s often better to try and get out through to a direct customer service rep who can actually have access to the whole system and are empowered to make decisions. 

Of course, some multi national companies will have call centres they own and operate and these operators are the equivalent to any other staff (like Amazon, Dell etc) but smaller companies tend not to operate their own call centres abroad and just use them when there are a high volume of calls and/or outside of normal operating hours. 

I’m glad you got the resolution you wanted - especially from Argos - sometimes they are a pain to wrangle with!