Reasonable length of time to repair TV under extended warranty

Alderbank

If you have a few hours to idle away (perhaps while you can't watch tv?) the internet is awash with postings, some very heated, about what is a reasonable time for a Samsung tv repair.

Most consumers, and a few repair shops, think 4-6 weeks is the upper limit of 'reasonable'.

However that doesn't really carry much weight. I have not seen any reports of courts, even the very lowest level ones such as small claims, actually finding a delay to be unreasonable and ordering a defendant to refund instead, in spite of some delays running into months.

Please, please, if you find anything, do come back and tell us about it!

TELLIT01

They probably are having problems sourcing parts for a 4 year old TV.  Technology does move on very quickly.  I would still be calling them every couple of weeks and pushing for a definitive answer on a date when they will acknowledge that the parts aren't available.

BrokenTVguy

TELLIT01 said:

They probably are having problems sourcing parts for a 4 year old TV.  Technology does move on very quickly.  I would still be calling them every couple of weeks and pushing for a definitive answer on a date when they will acknowledge that the parts aren't available.

Pushing them for a definitive answer on a date to work towards - that for me is the key, rather than this vague idea that they don’t have any timescale to adhere to because there isn’t one in their SLA for this extended warranty.

BrokenTVguy

Looks like the final update. A couple of days after I complained about the indefinite time line, I got a call from the repair centre from a lady who acknowledged that they had had the TV for over 28 days and that was too long. She would look to have the engineers write a report essentially writing off the TV. She gave some more detail - essentially Currys had not been able to source the part needed to fix my TV - that being being the screen itself. A pretty fundamental part, and as others have alluded to, not easy to source an 8K screen for TV that's the best part of 4 years old. 

Following on from this a few days later I received a gift card for £2,799. However, I called up and complained and pointed out that as per the T&C's of my extended warranty they were obliged to give me a gift card for a TV that was the same or similar spec. They had matched my TV with a good Samsung but a 4K one, which I pointed out was not a similar spec. So I raised a settlement dispute and a couple of days later a guy called me and asked me to confirm the problem. He then said I see there's an 8K Samsung on the website for £4,400 and he confirmed he would issue me an additional voucher for £1,600 giving me a total £4,399. A real result when I only paid £3,800 initially for the TV 3.5 years ago. 

So this process has taken 6-7 weeks but I have had a real result in the end and to be fair to Currys they have seen me right. Thanks all for the advice and for anyone going through this, it pays to be persistent and hang in there!