Samsung extended warranty warning

Samsung currently offer extended warranties on products such as TVs. 
I used the Samsung UK website to look for a new TV and decided I would like a 2023 55 inch OLED model qe55s90catxxu. This is currently on offer with 10% off if you type in TV10 when purchasing. The Samsung website indicates that this model comes with a 5 year warranty.  This is one of the principle reasons I selected this TV over that of the competition. On the product page, under the description of the TV. There is a link "where to buy", which directs customers to a list of UK retailers. Richer Sounds being one of the retailers.  I subsequently purchased this model from Richer Sounds. However, after registering the TV on the Samsung website, (you need to do this in order to invoke the extended warranty), I found that it only has a 1 year warranty. I called Samsung customer service centre who confirmed the product only has a 1 year warranty because Richer Sounds are not a "participating retailer". But the link on the Samsung website does not mention this.  
I used the Samsung live chat and was told that you only get the extended warranty if you buy direct from Samsung. So even if you buy from a "participating retailer" you may only get a standard 1 year warranty. Their "technical expert" also told me that if you take advantage of the current 10% off offer on their website, you won't get the extended warranty. You have to pay the full price.  I couldn't find any warning or information about this on the product page. I think this is at best confusing and potentially misleading. 
I have found Samsung customer forums, with many customers complaining about issues surrounding warranties, which suggests that Samsung customers may have been misled by the website information for years. Below are links to examples of  customers complaining of problems involving warranties.  Each post has responses from other Samsung customers suggesting they too have been misled by advertising and subsequent conflicting advice provided by various representatives of the company. Some customers are accusing Samsung of a conscious effort to prevent customers claiming the benefits advertised. And Samsung have been aware of customer concerns for some years, and have seemingly done nothing about it. I have reported the matter to the TSA and to consumer advice, who have forwarded my concerns to Trading Standards. 
https://eu.community.samsung.com/t5/home-appliances/well-hidden-warranty/td-p/7762762 https://eu.community.samsung.com/t5/tv/extended-warranty-declined-tvs/td-p/7572190 https://eu.community.samsung.com/t5/tv/currys-say-that-samsung-warranty-no-good/td-p/4351255 https://eu.community.samsung.com/t5/tv/tv-5yr-extended-warranty-exemption/td-p/7310823

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  • TadleyBaggie
    TadleyBaggie Posts: 5,955
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    Thought Richer Sounds did their own 6 year warranty on TVs?
  • DullGreyGuy
    DullGreyGuy Posts: 9,210
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    Ozone said:
    Samsung currently offer extended warranties on products such as TVs. 
    I used the Samsung UK website to look for a new TV and decided I would like a 2023 55 inch OLED model qe55s90catxxu. This is currently on offer with 10% off if you type in TV10 when purchasing. The Samsung website indicates that this model comes with a 5 year warranty.  This is one of the principle reasons I selected this TV over that of the competition. On the product page, under the description of the TV. There is a link "where to buy", which directs customers to a list of UK retailers. Richer Sounds being one of the retailers.  I subsequently purchased this model from Richer Sounds. However, after registering the TV on the Samsung website, (you need to do this in order to invoke the extended warranty), I found that it only has a 1 year warranty. I called Samsung customer service centre who confirmed the product only has a 1 year warranty because Richer Sounds are not a "participating retailer". But the link on the Samsung website does not mention this.  
    I used the Samsung live chat and was told that you only get the extended warranty if you buy direct from Samsung. So even if you buy from a "participating retailer" you may only get a standard 1 year warranty. Their "technical expert" also told me that if you take advantage of the current 10% off offer on their website, you won't get the extended warranty. You have to pay the full price.  I couldn't find any warning or information about this on the product page. I think this is at best confusing and potentially misleading. 
    I have found Samsung customer forums, with many customers complaining about issues surrounding warranties, which suggests that Samsung customers may have been misled by the website information for years. Below are links to examples of  customers complaining of problems involving warranties.  Each post has responses from other Samsung customers suggesting they too have been misled by advertising and subsequent conflicting advice provided by various representatives of the company. Some customers are accusing Samsung of a conscious effort to prevent customers claiming the benefits advertised. And Samsung have been aware of customer concerns for some years, and have seemingly done nothing about it. I have reported the matter to the TSA and to consumer advice, who have forwarded my concerns to Trading Standards. 
    https://eu.community.samsung.com/t5/home-appliances/well-hidden-warranty/td-p/7762762 https://eu.community.samsung.com/t5/tv/extended-warranty-declined-tvs/td-p/7572190 https://eu.community.samsung.com/t5/tv/currys-say-that-samsung-warranty-no-good/td-p/4351255 https://eu.community.samsung.com/t5/tv/tv-5yr-extended-warranty-exemption/td-p/7310823

    https://customerservice.richersounds.com/hc/en-gb/articles/360013041018-Our-6-Year-TV-Projector-Guarantees-included-at-purchase-on-a-wide-range-of-products

    Richer Sounds give their own 6 year warranty on TV sales as per the above. This would explain why they aren't paying extra to buy the TVs with Samsung's 5 year warranty. 

    It's fairly standard practice for manufacturer warranties to be subject to buying from "authorised retailers" or "premium partners" etc rather than any tom, !!!!!! or harry. 
  • screech_78
    screech_78 Posts: 423
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    Thought Richer Sounds did their own 6 year warranty on TVs?
    They do. The OP is confused I reckon.

    As you purchased from Richer Sounds, you have a 6 year warranty (there are terms to this, make sure you read them and are aware of what this covers). The first year of the warranty will be with the manufacturer (Samsung), the rest with RS.

    You should be grateful that you purchased from Richer Sounds OP. On the whole, their service is pretty good. 
  • born_again
    born_again Posts: 13,714
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    Get an extra 10% off this TV.*

    Simply use code TV10 at checkout

    *Savings based on regular Samsung.com prices. Offer ends midnight 05.02.24. Only while stocks last.


    So clear the 10% off is only online.

    Life in the slow lane
  • Ozone
    Ozone Posts: 24
    First Post First Anniversary Combo Breaker
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    Thought Richer Sounds did their own 6 year warranty on TVs?
    Yes they do. But the difference is, if they can't repair it beyond the first year, they start to reduce the amount they will pay each year. Which is fine and they are open about that. And its better than many other retailers. But normally, when a manufacturer offers an extended warranty, if they can't repair, they will replace it. E.g. John Lewis. 
  • Ozone
    Ozone Posts: 24
    First Post First Anniversary Combo Breaker
    Forumite
    Ozone said:
    Samsung currently offer extended warranties on products such as TVs. 
    I used the Samsung UK website to look for a new TV and decided I would like a 2023 55 inch OLED model qe55s90catxxu. This is currently on offer with 10% off if you type in TV10 when purchasing. The Samsung website indicates that this model comes with a 5 year warranty.  This is one of the principle reasons I selected this TV over that of the competition. On the product page, under the description of the TV. There is a link "where to buy", which directs customers to a list of UK retailers. Richer Sounds being one of the retailers.  I subsequently purchased this model from Richer Sounds. However, after registering the TV on the Samsung website, (you need to do this in order to invoke the extended warranty), I found that it only has a 1 year warranty. I called Samsung customer service centre who confirmed the product only has a 1 year warranty because Richer Sounds are not a "participating retailer". But the link on the Samsung website does not mention this.  
    I used the Samsung live chat and was told that you only get the extended warranty if you buy direct from Samsung. So even if you buy from a "participating retailer" you may only get a standard 1 year warranty. Their "technical expert" also told me that if you take advantage of the current 10% off offer on their website, you won't get the extended warranty. You have to pay the full price.  I couldn't find any warning or information about this on the product page. I think this is at best confusing and potentially misleading. 
    I have found Samsung customer forums, with many customers complaining about issues surrounding warranties, which suggests that Samsung customers may have been misled by the website information for years. Below are links to examples of  customers complaining of problems involving warranties.  Each post has responses from other Samsung customers suggesting they too have been misled by advertising and subsequent conflicting advice provided by various representatives of the company. Some customers are accusing Samsung of a conscious effort to prevent customers claiming the benefits advertised. And Samsung have been aware of customer concerns for some years, and have seemingly done nothing about it. I have reported the matter to the TSA and to consumer advice, who have forwarded my concerns to Trading Standards. 
    https://eu.community.samsung.com/t5/home-appliances/well-hidden-warranty/td-p/7762762 https://eu.community.samsung.com/t5/tv/extended-warranty-declined-tvs/td-p/7572190 https://eu.community.samsung.com/t5/tv/currys-say-that-samsung-warranty-no-good/td-p/4351255 https://eu.community.samsung.com/t5/tv/tv-5yr-extended-warranty-exemption/td-p/7310823

    https://customerservice.richersounds.com/hc/en-gb/articles/360013041018-Our-6-Year-TV-Projector-Guarantees-included-at-purchase-on-a-wide-range-of-products

    Richer Sounds give their own 6 year warranty on TV sales as per the above. This would explain why they aren't paying extra to buy the TVs with Samsung's 5 year warranty. 

    It's fairly standard practice for manufacturer warranties to be subject to buying from "authorised retailers" or "premium partners" etc rather than any tom, !!!!!! or harry. 
    Yes of course. But Samsung actively direct you to these retailers. The main point of my post is that Samsung offer you money off. But if you take the offer by using the code, they don't tell you that it bars you from benefitting from the extended warranty. 
  • Ozone
    Ozone Posts: 24
    First Post First Anniversary Combo Breaker
    Forumite
    Thought Richer Sounds did their own 6 year warranty on TVs?
    They do. The OP is confused I reckon.

    As you purchased from Richer Sounds, you have a 6 year warranty (there are terms to this, make sure you read them and are aware of what this covers). The first year of the warranty will be with the manufacturer (Samsung), the rest with RS.

    You should be grateful that you purchased from Richer Sounds OP. On the whole, their service is pretty good. 
    I'm very pleased I purchased from Richer Sounds  I was just making people aware of the potential issues regarding the the way Samsung advertise on their own website. 
  • Ozone
    Ozone Posts: 24
    First Post First Anniversary Combo Breaker
    Forumite

    Get an extra 10% off this TV.*

    Simply use code TV10 at checkout

    *Savings based on regular Samsung.com prices. Offer ends midnight 05.02.24. Only while stocks last.


    So clear the 10% off is only online.

    Yes of course  not sure what point you're making sorry. 
  • RefluentBeans
    RefluentBeans Posts: 857
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    Forumite
    Return the TV and get one from a participating retailer.
  • Jumblebumble
    Jumblebumble Posts: 1,797
    First Anniversary First Post Name Dropper
    Forumite
    Ozone said:
    Samsung currently offer extended warranties on products such as TVs. 
    I used the Samsung UK website to look for a new TV and decided I would like a 2023 55 inch OLED model qe55s90catxxu. This is currently on offer with 10% off if you type in TV10 when purchasing. The Samsung website indicates that this model comes with a 5 year warranty.  This is one of the principle reasons I selected this TV over that of the competition. On the product page, under the description of the TV. There is a link "where to buy", which directs customers to a list of UK retailers. Richer Sounds being one of the retailers.  I subsequently purchased this model from Richer Sounds. However, after registering the TV on the Samsung website, (you need to do this in order to invoke the extended warranty), I found that it only has a 1 year warranty. I called Samsung customer service centre who confirmed the product only has a 1 year warranty because Richer Sounds are not a "participating retailer". But the link on the Samsung website does not mention this.  
    I used the Samsung live chat and was told that you only get the extended warranty if you buy direct from Samsung. So even if you buy from a "participating retailer" you may only get a standard 1 year warranty. Their "technical expert" also told me that if you take advantage of the current 10% off offer on their website, you won't get the extended warranty. You have to pay the full price.  I couldn't find any warning or information about this on the product page. I think this is at best confusing and potentially misleading. 
    I have found Samsung customer forums, with many customers complaining about issues surrounding warranties, which suggests that Samsung customers may have been misled by the website information for years. Below are links to examples of  customers complaining of problems involving warranties.  Each post has responses from other Samsung customers suggesting they too have been misled by advertising and subsequent conflicting advice provided by various representatives of the company. Some customers are accusing Samsung of a conscious effort to prevent customers claiming the benefits advertised. And Samsung have been aware of customer concerns for some years, and have seemingly done nothing about it. I have reported the matter to the TSA and to consumer advice, who have forwarded my concerns to Trading Standards. 
    https://eu.community.samsung.com/t5/home-appliances/well-hidden-warranty/td-p/7762762 https://eu.community.samsung.com/t5/tv/extended-warranty-declined-tvs/td-p/7572190 https://eu.community.samsung.com/t5/tv/currys-say-that-samsung-warranty-no-good/td-p/4351255 https://eu.community.samsung.com/t5/tv/tv-5yr-extended-warranty-exemption/td-p/7310823

    I will contradict all the people above
    I bought a Samsung TV from Marks Electrical and did not have any issue registering the 5 year warranty at all spo I am bit confused why they all had so much trouble

    However I am aware that sloppy suppliers exist and therefore made it my business to double check that the warranty was for 5 years post registration just as if I use an OTA I check that the hotel have heard of me and when  I insure my car I check on askmid

    I think their technical expert is making things up as they go along and should read Samsung's web page
    https://www.samsung.com/uk/offer/5-year-samsung-tv-warranty/
    The 5 years does not apply only to direct purchase
    There is nothing in the T and C that state that if you get 10% off you do not get the warranty unless they are invoking General Term 6 which seems unlikely
    6. This promotional offer cannot be used in conjunction with any other similar Samsung Electronics
    promotion(s). 
    However Richer Sounds are excluded
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