Samsung repair

deathtrap3000

I purchased a TV from Samsung in November 2021. A few months ago it started playing up with the backlight not being even across the screen essentially splitting the brightness of the screen into quarters. I booked a repair online and it said someone would come out to look at it. Almost a fortnight later I get an email saying I've cancelled the repair with no reason given. Contacted their team again and after a conversation they wouldn't book a repair unless I paid. Bare in mind its just over 18 months since purchase at this point. I requested a callback for the next day to speak to a manager. This person basically says the same thing, admits they hadn't seen this issue before, offers a repair at my cost or a discount voucher to buy another TV.
I've since complained to their presidents office and they have got to the point where they are offering to cover the cost of parts if I pay for the callout engineer. 
Is this acceptable? Should I have to pay to have my TV fixed even though its 18 months old? Or should I keep fighting with them for a free of charge repair which the consumer rights act says I'm entitled to?

Okell

deathtrap3000 said:

...Or should I keep fighting with them for a free of charge repair which the consumer rights act says I'm entitled to?

Where does it say that?

powerful_Rogue

Did you purchase the TV from Samsung direct?

powerful_Rogue

deathtrap3000 said:

Or should I keep fighting with them for a free of charge repair which the consumer rights act says I'm entitled to?

A little knowledge is a dangerous thing. If you read it properly, it says nothing of the sort.

deathtrap3000

powerful_Rogue said:

deathtrap3000 said:

Or should I keep fighting with them for a free of charge repair which the consumer rights act says I'm entitled to?

A little knowledge is a dangerous thing. If you read it properly, it says nothing of the sort.

If the consumer requires the trader to repair or replace the goods, the trader must—

(a)do so within a reasonable time and without significant inconvenience to the consumer, and

(b)bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).

It was purchased from Samsung direct.

RefluentBeans

deathtrap3000 said:

powerful_Rogue said:

deathtrap3000 said:

Or should I keep fighting with them for a free of charge repair which the consumer rights act says I'm entitled to?

A little knowledge is a dangerous thing. If you read it properly, it says nothing of the sort.

If the consumer requires the trader to repair or replace the goods, the trader must—

(a)do so within a reasonable time and without significant inconvenience to the consumer, and

(b)bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).

It was purchased from Samsung direct.

Have Samsung said this is an inherent fault - meaning the product was always faulty but has just taken this time to show? 

From what you’ve said, this isn’t the case. After 6 months, the onus is on YOU to prove that the product was faulty at purchase but took time to  become evident. 

That is normally achieved via an independent engineers report. You have stated that the engineer that was due to come was cancelled. So how could you possibly know if the product is faulty from manufacture? 

At this point I would get an engineer out, and inspect the product. If it’s your fault (could be ‘dirty’ power, moisture, heavy use), then snap the offer up. If it’s their fault and inherent, then you absolutely should insist on the repair being free of charge, and they should reimburse you for the engineers report. 

Be very careful with claiming all the rights when you haven’t established the fault. If you reject their offer, and insist on it being free they could just stick to their legal guns and request an independent engineers report. 

powerful_Rogue

deathtrap3000 said:

powerful_Rogue said:

deathtrap3000 said:

Or should I keep fighting with them for a free of charge repair which the consumer rights act says I'm entitled to?

A little knowledge is a dangerous thing. If you read it properly, it says nothing of the sort.

If the consumer requires the trader to repair or replace the goods, the trader must—

(a)do so within a reasonable time and without significant inconvenience to the consumer, and

(b)bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).

It was purchased from Samsung direct.

It's 18 months old. See the post above that explains.

Okell

If a product develops a fault within the first 30 days after purchase, the consumer is entitled to reject it for a full refund.

Up to six months after purchase, any faults that develop are deemed in law to have been present at the time of purchase - unless the seller can demonstrate otherwise - and the consumer can require the seller to repair or replace.

But after six months, the consumer can only require a repair or replacement if they can establish that the fault (or cause of the fault) was present at purchase.

So can you demonstrate - on the balance of probabilities - that the fault was present at purchase?