Samsung TV faulty after 3.5 years

BrokenTVguy

Thanks for the comments. Update, after checking with Currys who said the manufacturers discount ended after 12 months and then going to Samsung who then said that although I registered the TV with them on their website, I wasn't eligible for 5 year warranty with them because I didn't buy it through one of the retailers involved in their promotional campaign. 

I then wrote an email to Currys - stating my order number and I  know my right under the CRA 2015 and a day or two later they have emailed back and asked me to call a number to book in a repair. No mention of whether it would be paid for by them or anything. 

I have subsequently called and the lady on the phone said she will activate my 5 year warranty - result, as on the electronic receipt there is no mention of a 5 year warranty, though as mentioned here it's not at all unusual for a 5 year warranty to be included (as it is at the time of writing for Samsung TV's at Currys. They are collecting for repair on Saturday and aim to turn it around in 7 days.

I do still have questions...

If as suspected the screen has gone and they probably won't be able to fix it economically (or perhaps they will?). As it is under guarantee and warranty, which do you feel Currys are likely to offer me? Bearing in mind that my TV cost £4k originally and is a 75" 8K TV. The cheapest Samsung of that spec is currently £4,300.

• Replace with exact same type (Q800 not being manufactured anymore)
• Will they replace it with this brand new model (QN800)
• Replace with reconditioned Q800
• Give me a Currys voucher for full refund amount of £4k
• Try to fob me off with a reduced voucher or lower spec TV?

All your thoughts and comments appreciated.

Cheers...

powerful_Rogue

BrokenTVguy said:

Thanks for the comments. Update, after checking with Currys who said the manufacturers discount ended after 12 months and then going to Samsung who then said that although I registered the TV with them on their website, I wasn't eligible for 5 year warranty with them because I didn't buy it through one of the retailers involved in their promotional campaign. 

I then wrote an email to Currys - stating my order number and I  know my right under the CRA 2015 and a day or two later they have emailed back and asked me to call a number to book in a repair. No mention of whether it would be paid for by them or anything. 

I have subsequently called and the lady on the phone said she will activate my 5 year warranty - result, as on the electronic receipt there is no mention of a 5 year warranty, though as mentioned here it's not at all unusual for a 5 year warranty to be included (as it is at the time of writing for Samsung TV's at Currys. They are collecting for repair on Saturday and aim to turn it around in 7 days.

I do still have questions...

If as suspected the screen has gone and they probably won't be able to fix it economically (or perhaps they will?). As it is under guarantee and warranty, which do you feel Currys are likely to offer me? Bearing in mind that my TV cost £4k originally and is a 75" 8K TV. The cheapest Samsung of that spec is currently £4,300.

• Replace with exact same type (Q800 not being manufactured anymore)
• Will they replace it with this brand new model (QN800)
• Replace with reconditioned Q800
• Give me a Currys voucher for full refund amount of £4k
• Try to fob me off with a reduced voucher or lower spec TV?

All your thoughts and comments appreciated.

Cheers...

Depends on the terms for the 5 year warranty. That will tell you what happens if they can't repair.

BrokenTVguy

powerful_Rogue said:

BrokenTVguy said:

Thanks for the comments. Update, after checking with Currys who said the manufacturers discount ended after 12 months and then going to Samsung who then said that although I registered the TV with them on their website, I wasn't eligible for 5 year warranty with them because I didn't buy it through one of the retailers involved in their promotional campaign. 

I then wrote an email to Currys - stating my order number and I  know my right under the CRA 2015 and a day or two later they have emailed back and asked me to call a number to book in a repair. No mention of whether it would be paid for by them or anything. 

I have subsequently called and the lady on the phone said she will activate my 5 year warranty - result, as on the electronic receipt there is no mention of a 5 year warranty, though as mentioned here it's not at all unusual for a 5 year warranty to be included (as it is at the time of writing for Samsung TV's at Currys. They are collecting for repair on Saturday and aim to turn it around in 7 days.

I do still have questions...

If as suspected the screen has gone and they probably won't be able to fix it economically (or perhaps they will?). As it is under guarantee and warranty, which do you feel Currys are likely to offer me? Bearing in mind that my TV cost £4k originally and is a 75" 8K TV. The cheapest Samsung of that spec is currently £4,300.

• Replace with exact same type (Q800 not being manufactured anymore)
• Will they replace it with this brand new model (QN800)
• Replace with reconditioned Q800
• Give me a Currys voucher for full refund amount of £4k
• Try to fob me off with a reduced voucher or lower spec TV?

All your thoughts and comments appreciated.

Cheers...

Depends on the terms for the 5 year warranty. That will tell you what happens if they can't repair.

Unfortunately, I have no record of the T&C's of the warranty.. There was nothing about a 5 year warranty on the electronic receipt I have looked at and nothing on line about Currys TV 5 year warranty or their extended warranties - nothing that I could find. I was just wondering what anyone's gut feeling was. 

Aren't they legally obliged to meet a minimum requirement when faced with a valid in-warranty claim?

Undervalued

BrokenTVguy said:

Thanks for the comments. Update, after checking with Currys who said the manufacturers discount ended after 12 months and then going to Samsung who then said that although I registered the TV with them on their website, I wasn't eligible for 5 year warranty with them because I didn't buy it through one of the retailers involved in their promotional campaign. 

I then wrote an email to Currys - stating my order number and I  know my right under the CRA 2015 and a day or two later they have emailed back and asked me to call a number to book in a repair. No mention of whether it would be paid for by them or anything. 

I have subsequently called and the lady on the phone said she will activate my 5 year warranty - result, as on the electronic receipt there is no mention of a 5 year warranty, though as mentioned here it's not at all unusual for a 5 year warranty to be included (as it is at the time of writing for Samsung TV's at Currys. They are collecting for repair on Saturday and aim to turn it around in 7 days.

I do still have questions...

If as suspected the screen has gone and they probably won't be able to fix it economically (or perhaps they will?). As it is under guarantee and warranty, which do you feel Currys are likely to offer me? Bearing in mind that my TV cost £4k originally and is a 75" 8K TV. The cheapest Samsung of that spec is currently £4,300.

• Replace with exact same type (Q800 not being manufactured anymore)
• Will they replace it with this brand new model (QN800)
• Replace with reconditioned Q800
• Give me a Currys voucher for full refund amount of £4k
• Try to fob me off with a reduced voucher or lower spec TV?

All your thoughts and comments appreciated.

Cheers...

Unless this warranty is "new for old" if they can't repair then generally they would offer a depreciated refund of the purchase price to reflect the use you have had. 

With a more normal TV life is considered to be six years, in which case the refund would be a bit less than half the purchase price. That is certainly John Lewis's policy for their five year TV warranties.

As far as I am aware that applies to all value of TVs.

Maybe Currys is different?

powerful_Rogue

BrokenTVguy said:

powerful_Rogue said:

BrokenTVguy said:

Thanks for the comments. Update, after checking with Currys who said the manufacturers discount ended after 12 months and then going to Samsung who then said that although I registered the TV with them on their website, I wasn't eligible for 5 year warranty with them because I didn't buy it through one of the retailers involved in their promotional campaign. 

I then wrote an email to Currys - stating my order number and I  know my right under the CRA 2015 and a day or two later they have emailed back and asked me to call a number to book in a repair. No mention of whether it would be paid for by them or anything. 

I have subsequently called and the lady on the phone said she will activate my 5 year warranty - result, as on the electronic receipt there is no mention of a 5 year warranty, though as mentioned here it's not at all unusual for a 5 year warranty to be included (as it is at the time of writing for Samsung TV's at Currys. They are collecting for repair on Saturday and aim to turn it around in 7 days.

I do still have questions...

If as suspected the screen has gone and they probably won't be able to fix it economically (or perhaps they will?). As it is under guarantee and warranty, which do you feel Currys are likely to offer me? Bearing in mind that my TV cost £4k originally and is a 75" 8K TV. The cheapest Samsung of that spec is currently £4,300.

• Replace with exact same type (Q800 not being manufactured anymore)
• Will they replace it with this brand new model (QN800)
• Replace with reconditioned Q800
• Give me a Currys voucher for full refund amount of £4k
• Try to fob me off with a reduced voucher or lower spec TV?

All your thoughts and comments appreciated.

Cheers...

Depends on the terms for the 5 year warranty. That will tell you what happens if they can't repair.

Unfortunately, I have no record of the T&C's of the warranty.. There was nothing about a 5 year warranty on the electronic receipt I have looked at and nothing on line about Currys TV 5 year warranty or their extended warranties - nothing that I could find. I was just wondering what anyone's gut feeling was. 

Aren't they legally obliged to meet a minimum requirement when faced with a valid in-warranty claim?

Nope, they are only obliged to meet the terms of the warranty.

powerful_Rogue

This was the terms back in 2017. Obviously may have changed by the time you purchased your TV.

https://web.archive.org/web/20170808062029/http://currys.co.uk/gbuk/5-year-guarantee-1330-commercial.html

BrokenTVguy

powerful_Rogue said:

This was the terms back in 2017. Obviously may have changed by the time you purchased your TV.

Yeah that's interesting. They said then that they would replace with equivalent spec - so 75" 8K TV. The lady on the phone said they normally issue vouchers if it's not repairable.

I imagine, from where i was a couple of days a go (not even thinking I had extended warranty) I am in a fairly good win/win position really. I feel that an 8K TV is an indulgence and there are virtually no 8K broadcasts. If I get a credit note for close on £4k, I'll probably get a good 4K TV for around half that and add a few things on as well! If it turns out that way it will be a result but we'll see.

Will update to see what Currys say after they had a look at my TV and deemed if it's repairable or not.

Thanks!

BrokenTVguy

Undervalued said:

BrokenTVguy said:

Thanks for the comments. Update, after checking with Currys who said the manufacturers discount ended after 12 months and then going to Samsung who then said that although I registered the TV with them on their website, I wasn't eligible for 5 year warranty with them because I didn't buy it through one of the retailers involved in their promotional campaign. 

I then wrote an email to Currys - stating my order number and I  know my right under the CRA 2015 and a day or two later they have emailed back and asked me to call a number to book in a repair. No mention of whether it would be paid for by them or anything. 

I have subsequently called and the lady on the phone said she will activate my 5 year warranty - result, as on the electronic receipt there is no mention of a 5 year warranty, though as mentioned here it's not at all unusual for a 5 year warranty to be included (as it is at the time of writing for Samsung TV's at Currys. They are collecting for repair on Saturday and aim to turn it around in 7 days.

I do still have questions...

If as suspected the screen has gone and they probably won't be able to fix it economically (or perhaps they will?). As it is under guarantee and warranty, which do you feel Currys are likely to offer me? Bearing in mind that my TV cost £4k originally and is a 75" 8K TV. The cheapest Samsung of that spec is currently £4,300.

• Replace with exact same type (Q800 not being manufactured anymore)
• Will they replace it with this brand new model (QN800)
• Replace with reconditioned Q800
• Give me a Currys voucher for full refund amount of £4k
• Try to fob me off with a reduced voucher or lower spec TV?

All your thoughts and comments appreciated.

Cheers...

Unless this warranty is "new for old" if they can't repair then generally they would offer a depreciated refund of the purchase price to reflect the use you have had. 

With a more normal TV life is considered to be six years, in which case the refund would be a bit less than half the purchase price. That is certainly John Lewis's policy for their five year TV warranties.

As far as I am aware that applies to all value of TVs.

Maybe Currys is different?

John Lewis website says this about TV warranties...

If we can't repair your product, we'll replace it with the same model, or a model with an equivalent specification, in a small number of cases this may be a manufacturer approved refurbished or a remanufactured unit. If no equivalent product is available, we'll either offer you the nearest equivalent specification or its selling price value refunded on a John Lewis E-gift card. The maximum refund will be the price you paid. Regardless, we'll always do our best to make sure you're satisfied with the outcome.

The factoring in the time you've owned it and used it is more to do with your rights under the CRA 2015 isn't it? Because in effect, you are only relying on the CRA because you don't have a warranty in the first place

Undervalued

BrokenTVguy said:

Undervalued said:

BrokenTVguy said:

Thanks for the comments. Update, after checking with Currys who said the manufacturers discount ended after 12 months and then going to Samsung who then said that although I registered the TV with them on their website, I wasn't eligible for 5 year warranty with them because I didn't buy it through one of the retailers involved in their promotional campaign. 

I then wrote an email to Currys - stating my order number and I  know my right under the CRA 2015 and a day or two later they have emailed back and asked me to call a number to book in a repair. No mention of whether it would be paid for by them or anything. 

I have subsequently called and the lady on the phone said she will activate my 5 year warranty - result, as on the electronic receipt there is no mention of a 5 year warranty, though as mentioned here it's not at all unusual for a 5 year warranty to be included (as it is at the time of writing for Samsung TV's at Currys. They are collecting for repair on Saturday and aim to turn it around in 7 days.

I do still have questions...

If as suspected the screen has gone and they probably won't be able to fix it economically (or perhaps they will?). As it is under guarantee and warranty, which do you feel Currys are likely to offer me? Bearing in mind that my TV cost £4k originally and is a 75" 8K TV. The cheapest Samsung of that spec is currently £4,300.

• Replace with exact same type (Q800 not being manufactured anymore)
• Will they replace it with this brand new model (QN800)
• Replace with reconditioned Q800
• Give me a Currys voucher for full refund amount of £4k
• Try to fob me off with a reduced voucher or lower spec TV?

All your thoughts and comments appreciated.

Cheers...

Unless this warranty is "new for old" if they can't repair then generally they would offer a depreciated refund of the purchase price to reflect the use you have had. 

With a more normal TV life is considered to be six years, in which case the refund would be a bit less than half the purchase price. That is certainly John Lewis's policy for their five year TV warranties.

As far as I am aware that applies to all value of TVs.

Maybe Currys is different?

John Lewis website says this about TV warranties...

If we can't repair your product, we'll replace it with the same model, or a model with an equivalent specification, in a small number of cases this may be a manufacturer approved refurbished or a remanufactured unit. If no equivalent product is available, we'll either offer you the nearest equivalent specification or its selling price value refunded on a John Lewis E-gift card. The maximum refund will be the price you paid. Regardless, we'll always do our best to make sure you're satisfied with the outcome.

The factoring in the time you've owned it and used it is more to do with your rights under the CRA 2015 isn't it? Because in effect, you are only relying on the CRA because you don't have a warranty in the first place

OK Thanks, it seems I am out of date regarding JL. I am almost certain that what I described was their warranty policy at one time if they were unable to repair.

AIso, as you say, it would have been similar to the CRA if that was the case. However of course the onus is on the buyer to prove that the fault was inherent for CRA claims. Normally a warranty claim would only need the customer to show that a fault is present now and that it wasn't due to misuse.

BrokenTVguy

Undervalued said:

BrokenTVguy said:

Undervalued said:

BrokenTVguy said:

Thanks for the comments. Update, after checking with Currys who said the manufacturers discount ended after 12 months and then going to Samsung who then said that although I registered the TV with them on their website, I wasn't eligible for 5 year warranty with them because I didn't buy it through one of the retailers involved in their promotional campaign. 

I then wrote an email to Currys - stating my order number and I  know my right under the CRA 2015 and a day or two later they have emailed back and asked me to call a number to book in a repair. No mention of whether it would be paid for by them or anything. 

I have subsequently called and the lady on the phone said she will activate my 5 year warranty - result, as on the electronic receipt there is no mention of a 5 year warranty, though as mentioned here it's not at all unusual for a 5 year warranty to be included (as it is at the time of writing for Samsung TV's at Currys. They are collecting for repair on Saturday and aim to turn it around in 7 days.

I do still have questions...

If as suspected the screen has gone and they probably won't be able to fix it economically (or perhaps they will?). As it is under guarantee and warranty, which do you feel Currys are likely to offer me? Bearing in mind that my TV cost £4k originally and is a 75" 8K TV. The cheapest Samsung of that spec is currently £4,300.

• Replace with exact same type (Q800 not being manufactured anymore)
• Will they replace it with this brand new model (QN800)
• Replace with reconditioned Q800
• Give me a Currys voucher for full refund amount of £4k
• Try to fob me off with a reduced voucher or lower spec TV?

All your thoughts and comments appreciated.

Cheers...

Unless this warranty is "new for old" if they can't repair then generally they would offer a depreciated refund of the purchase price to reflect the use you have had. 

With a more normal TV life is considered to be six years, in which case the refund would be a bit less than half the purchase price. That is certainly John Lewis's policy for their five year TV warranties.

As far as I am aware that applies to all value of TVs.

Maybe Currys is different?

John Lewis website says this about TV warranties...

If we can't repair your product, we'll replace it with the same model, or a model with an equivalent specification, in a small number of cases this may be a manufacturer approved refurbished or a remanufactured unit. If no equivalent product is available, we'll either offer you the nearest equivalent specification or its selling price value refunded on a John Lewis E-gift card. The maximum refund will be the price you paid. Regardless, we'll always do our best to make sure you're satisfied with the outcome.

The factoring in the time you've owned it and used it is more to do with your rights under the CRA 2015 isn't it? Because in effect, you are only relying on the CRA because you don't have a warranty in the first place

OK Thanks, it seems I am out of date regarding JL. I am almost certain that what I described was their warranty policy at one time if they were unable to repair.

AIso, as you say, it would have been similar to the CRA if that was the case. However of course the onus is on the buyer to prove that the fault was inherent for CRA claims. Normally a warranty claim would only need the customer to show that a fault is present now and that it wasn't due to misuse.

So I’m hopeful of getting like for like or an in-store voucher to the amount I originally paid for it.