Dud Samsung TV

feghna1

In 2022 I decided to splash the cash and buy a Samsung QLED TV in the hope of getting a decent TV that will last for many years. How wrong I was. The model was a QE50Q60AAU which recently broke down . Two different repair firms including Samsungs own authorised repairer diagnosed the problem as being related to the screen and uneconomical to repair. They also said that this is a common issue with this model of TV. I made a formal complaint to Samsung who were very unhelpful and just said as it’s out of warranty, I have to pay to repair it.

A quick Google through the Samsung Community confirmed that many people have exactly the same problem with this model after a couple of years. Apparently it was built during COVID time and the production line had some issues with dust getting into the delicate screen components.

Had this been a car, the manufacturers would have recalled it and compensated the owners but in this case as it’s consumer electronics we have to live with it. I certainly can’t fork out £400 every 2 years for a new TV. I am thinking if this should be referred to the trading standards given how many people are affected.

Would be interested to know what rights we have given that Samsung are aware of this issue.

born_again

Your consumer rights are with who you bought it from.

Aylesbury_Duck

Where did you buy it?  From Samsung directly?

As said above, your consumer rights lie with the retailer, not the manufacturer.  If you bought from Samsung directly then they are the same, of course, but you need to be clear with the retailer about whether you are claiming through your consumer rights or through Samsung's warranty.  If you bought from elsewhere, e.g. Currys, then Samsung are perfectly correct that repairs you ask them to make outside of the warranty period are chargeable.

The retailer may accept that it's a known problem and act accordingly.  After two years, they'd have to repair your TV or replace it with an equivalent model or refund you, taking into account two years of use.  They may ask you to provide the reports from the two firms you mention, as evidence of the fault, and then they'd have to act as well.

So, in summary, your first step is to contact the retailer and tell them you wish to exercise your consumer rights.

feghna1

Bought through a seller via Amazon

Ergates

feghna1 said:

Bought through a seller via Amazon

A UK based company?

feghna1

Yes they are UK based. But normally when you buy from a shop or wherever they refer you back to the manufacturers warranty. How long can a seller be responsible for the goods they’re selling?

Undervalued

feghna1 said:

Yes they are UK based. But normally when you buy from a shop or wherever they refer you back to the manufacturers warranty. How long can a seller be responsible for the goods they’re selling?

Up to six years if the fault was inherent but their liability is reduced to take account of the amount of amount of use you have had before the fault. 

So, in simple terms if it worked OK for three years and can't be economically repaired then they would normally refund half the purchase price or provide a equivalent product if that is now more economic.

Any manufacturers warranty (there doesn't even have to be one) is in addition to your statutory rights but is on whatever terms the manufacturer published at the time the item was sold.

Aylesbury_Duck

Undervalued said:

feghna1 said:

Yes they are UK based. But normally when you buy from a shop or wherever they refer you back to the manufacturers warranty. How long can a seller be responsible for the goods they’re selling?

Any manufacturers warranty (there doesn't even have to be one) is in addition to your statutory rights but is on whatever terms the manufacturer published at the time the item was sold.

And in these circumstances, whether the warranty was valid when sold through a third party via Amazon.  Not relevant to OP because any warranty would have expired anyway, but worth checking for anyone buying from eBay, via third parties, etc.

Undervalued

Aylesbury_Duck said:

Undervalued said:

feghna1 said:

Yes they are UK based. But normally when you buy from a shop or wherever they refer you back to the manufacturers warranty. How long can a seller be responsible for the goods they’re selling?

Any manufacturers warranty (there doesn't even have to be one) is in addition to your statutory rights but is on whatever terms the manufacturer published at the time the item was sold.

And in these circumstances, whether the warranty was valid when sold through a third party via Amazon.  Not relevant to OP because any warranty would have expired anyway, but worth checking for anyone buying from eBay, via third parties, etc.

I was assuming the OP meant an Amazon Marketplace Seller (i.e. a business using the Amazon platform) and not a private sale.

feghna1

Undervalued said:

Aylesbury_Duck said:

Undervalued said:

feghna1 said:

Yes they are UK based. But normally when you buy from a shop or wherever they refer you back to the manufacturers warranty. How long can a seller be responsible for the goods they’re selling?

Any manufacturers warranty (there doesn't even have to be one) is in addition to your statutory rights but is on whatever terms the manufacturer published at the time the item was sold.

And in these circumstances, whether the warranty was valid when sold through a third party via Amazon.  Not relevant to OP because any warranty would have expired anyway, but worth checking for anyone buying from eBay, via third parties, etc.

I was assuming the OP meant an Amazon Marketplace Seller (i.e. a business using the Amazon platform) and not a private sale.

Yes this was a normal Amazon order fulfilled by a third party not delivered directly from Amazon warehouse. This is quite common with consumer electronics like TVs

noitsnotme

feghna1 said:

Undervalued said:

Aylesbury_Duck said:

Undervalued said:

feghna1 said:

Yes they are UK based. But normally when you buy from a shop or wherever they refer you back to the manufacturers warranty. How long can a seller be responsible for the goods they’re selling?

Any manufacturers warranty (there doesn't even have to be one) is in addition to your statutory rights but is on whatever terms the manufacturer published at the time the item was sold.

And in these circumstances, whether the warranty was valid when sold through a third party via Amazon.  Not relevant to OP because any warranty would have expired anyway, but worth checking for anyone buying from eBay, via third parties, etc.

I was assuming the OP meant an Amazon Marketplace Seller (i.e. a business using the Amazon platform) and not a private sale.

Yes this was a normal Amazon order fulfilled by a third party not delivered directly from Amazon warehouse. This is quite common with consumer electronics like TVs

Your consumer rights are with that third party seller.  You have no consumer rights with Samsung, they are fully entitled to charge for a repair if you decide to use them.