Samsung TV extended warranty offered at time of sale but unobtainable

born_again

Tom720 said:

Basically, if everything the OP has said is correct, Samsung are lazy.  

Using my newly bestowed privilege of link posting here's one to the item I bought:

2023 55 Inch Neo QLED 4K Smart TV QN88C | Samsung UK

Click on the 5 year warranty picture

5-Year Warranty

Simply register your TV to receive an additional 4 years extended warranty service

https://my-samsung.com/uk/mysamsung/offers/#/8LYTF7HRGFZ8V/

Read the T/C & 2. covers it off.

All 5-year warranty claim(s) must be registered online within 90 days of purchase.

https://api.my-samsung.com/UploadImages/terms/estore.pdf

the_lunatic_is_in_my_head

Tom720 said:

the_lunatic_is_in_my_head said:

Tom720 said:

Samsung have now dropped the former 10% discount and £150 cashback 'promotions'. The TV is currently still at £1,099 and offered with a 5 year warranty. All three deals have also included another promotion, the free use of Disney+ for six months. I have no use for this so haven't activated it but I wonder if someone buying this model TV today and doing so would be denied the 5 year warranty on the same grounds that Samsung denied me. 

Do you mean you also paid £1099 and so didn't really get 10% off or did you pay £989? 

At the time of purchase on 31/01/2024 the price on the Samsung UK website was £999. The 10% discount and 5 year warranty were the deal makers for me. I also took advantage of Samsung's offer to collect my old TV for a further £100 discount. They deducted the £100 'Upscaling' allowance first and applied the 10% discount to the balance. I paid a total of £809.10. The 10% discount saved me £89.90.

Two days later they increased the basic price to £1,099 and offered a £150 cashback which had to be claimed in a separate process. Samsung would then respond to say whether the claim had succeded. In the last day or so the basic price is still £1,099 but the discount and cashback promotions have been dropped.

During each of my two phone calls to Samsung I spoke with representatives who were polite and helpful but responded quickly with the line that the discount promotion negated the extended warramty, as if it was from a training script. With perseverance each representative accepted my point that the discount was applied automatically and offered to upgrade my TV's warranty status manually. After each conversation I received an email stating that a claim for the extended warranty was in progress and each time the claim was rejected.

Thanks OP, sounds like a good price, just a shame they are trying to stiff you on the warranty.

One thing I didn't pick up on

6. This promotional offer cannot be used in conjunction with any other similar Samsung Electronics

promotion(s). 

How is 10% off similar to an extended warranty any way? I think the whole thing is very poor, there is a generic CEO email for Samsung

uk.president@samsung.com

which might be worth a try to see if it a) gets a reply b) the staff are little higher up with a different script to general CS. 

Tom720

born_again said:

Tom720 said:

Basically, if everything the OP has said is correct, Samsung are lazy.  

Using my newly bestowed privilege of link posting here's one to the item I bought:

2023 55 Inch Neo QLED 4K Smart TV QN88C | Samsung UK

Click on the 5 year warranty picture

5-Year Warranty

Simply register your TV to receive an additional 4 years extended warranty service

https://my-samsung.com/uk/mysamsung/offers/#/8LYTF7HRGFZ8V/

Read the T/C & 2. covers it off.

All 5-year warranty claim(s) must be registered online within 90 days of purchase.

https://api.my-samsung.com/UploadImages/terms/estore.pdf

Thanks for that. I tried to precis my experience as much as possible. I took delivery of the TV on 02/02/2024, some two days after purchase from Samsung UK. The delivery went well, the drivers took away my old TV and the new one performs better than I imagined. I registered the same day via another link but subsequently used the link you kindly gave to see if it might give the desired outcome. For several days it resolved to a page requiring expected data like the serial number and then date of purchase which had to be entered via a calendar app with a range between 2000 and 31/12/2023. This was fixed after a week or so but when completed I saw a message stating that the item was already registered, as of course it was, and still for 1 year.

Tom720

the_lunatic_is_in_my_head said:

Tom720 said:

the_lunatic_is_in_my_head said:

Tom720 said:

Samsung have now dropped the former 10% discount and £150 cashback 'promotions'. The TV is currently still at £1,099 and offered with a 5 year warranty. All three deals have also included another promotion, the free use of Disney+ for six months. I have no use for this so haven't activated it but I wonder if someone buying this model TV today and doing so would be denied the 5 year warranty on the same grounds that Samsung denied me. 

Do you mean you also paid £1099 and so didn't really get 10% off or did you pay £989? 

At the time of purchase on 31/01/2024 the price on the Samsung UK website was £999. The 10% discount and 5 year warranty were the deal makers for me. I also took advantage of Samsung's offer to collect my old TV for a further £100 discount. They deducted the £100 'Upscaling' allowance first and applied the 10% discount to the balance. I paid a total of £809.10. The 10% discount saved me £89.90.

Two days later they increased the basic price to £1,099 and offered a £150 cashback which had to be claimed in a separate process. Samsung would then respond to say whether the claim had succeded. In the last day or so the basic price is still £1,099 but the discount and cashback promotions have been dropped.

During each of my two phone calls to Samsung I spoke with representatives who were polite and helpful but responded quickly with the line that the discount promotion negated the extended warramty, as if it was from a training script. With perseverance each representative accepted my point that the discount was applied automatically and offered to upgrade my TV's warranty status manually. After each conversation I received an email stating that a claim for the extended warranty was in progress and each time the claim was rejected.

Thanks OP, sounds like a good price, just a shame they are trying to stiff you on the warranty.

One thing I didn't pick up on

6. This promotional offer cannot be used in conjunction with any other similar Samsung Electronics

promotion(s). 

How is 10% off similar to an extended warranty any way? I think the whole thing is very poor, there is a generic CEO email for Samsung

uk.president@samsung.com

which might be worth a try to see if it a) gets a reply b) the staff are little higher up with a different script to general CS. 

I emailed s.jo@samsung.com on 12/02/2024 but the message was returned undeliverable. Latest attempt just now to uk.president@samsung.com has been acknowledged

Tom720

No further response from Samsung or the office of its president Hadrian Baumann but I did receive this response from the Advertising Standards Authority:

"We’ve assessed the ad you highlighted and, from the information we have, we think it likely to have breached the Advertising Codes (“the Codes”) that we administer, as the limitations of the 5 year warranty were not stated upfront.  We are writing to let you know that we will be taking steps to address this. 

We will explain your concerns to the advertiser and provide guidance to them on the areas that require attention, together with advice on how to ensure that their advertising complies with the Codes."

Penelopa.Pitstop

After reading your post, I checked Samsung website and it seems, that my 5y warranty isn't there. It shows that warranty expired in 2023, one year after buying TV. I know, it had 5 years warranty and it was even confirmed after the purchase and I remember seeing it on website. Looks like I will have to contact Samsung and fight to get it manually applied. 

I checked my emails and I registered warranty as soon as I received invoice and got confirmation email saying: "Your 5 Year Warranty registration has been received" and nothing further after that, saying that it was rejected or not honoured.