Faulty TV at loggerheads

sgc21

Hi I purchased a £450 Samsung TV on the 4th Sept 24 from Argos, just recently the TV picture was distorted so I checked the aerial port and when I made the checks to ensure it had a good connection with the aerial cable the aerial input port fell off.
I didn't take out any extra insurance protection with Argos and when I contacted Argos they said it's still covered under the manufacturer warranty and told me to ring Samsung uk.
I have sent Samsung uk emails showing the defect and they have said it's due to physical damage not a manufacturing fault which I disagree with.
They have given me details of a repair centre 98 miles from where I live and it's £99 just for a call out and that doesn't include the cost of the repair.
In one of the emails I received from a Samsung tech rep does state that the aerial port is faulty and not damaged.
I don't believe I'm at fault by causing damage by unplugging a aerial cable which has caused damage, I think it's been a manufacturing fault probably down to inadequate soldering on the aerial port.
I have asked for a clear explanation on how they have concluded that this fault has been caused by physical damage and not a manufacturing issue but they have not given me any explanation.
I don't believe I'm at fault here for disconnecting a aerial cable.
Any thoughts, advice?

Aylesbury_Duck

Go back to Argos and exercise your consumer rights.  After six months they'll probably ask you to prove it's faulty and not damage by yourself.  You mention an email from Samsung that says it's faulty and not damaged, so that would be the first thing to refer Argos to, but if they ask for the whole Samsung report, you'll come unstuck.  If that happens, pay a local TV repair person for their verdict and go back to Argos if that report suggests an inherent fault.

Failing all that, that same TV repair person might be able to fix it relatively cheaply and you'll just have to take the hit.

sgc21

Aylesbury_Duck said:

Go back to Argos and exercise your consumer rights.  After six months they'll probably ask you to prove it's faulty and not damage by yourself.  You mention an email from Samsung that says it's faulty and not damaged, so that would be the first thing to refer Argos to, but if they ask for the whole Samsung report, you'll come unstuck.  If that happens, pay a local TV repair person for their verdict and go back to Argos if that report suggests an inherent fault.

Failing all that, that same TV repair person might be able to fix it relatively cheaply and you'll just have to take the hit.

Hi much appreciated for the advice, no expert on this matter so what are my consumer rights if I was to go back to Argos as they say it should be a manufacturer issue as it's still under their warranty 

sgc21

sgc21 said:

Aylesbury_Duck said:

Go back to Argos and exercise your consumer rights.  After six months they'll probably ask you to prove it's faulty and not damage by yourself.  You mention an email from Samsung that says it's faulty and not damaged, so that would be the first thing to refer Argos to, but if they ask for the whole Samsung report, you'll come unstuck.  If that happens, pay a local TV repair person for their verdict and go back to Argos if that report suggests an inherent fault.

Failing all that, that same TV repair person might be able to fix it relatively cheaply and you'll just have to take the hit.

Hi much appreciated for the advice, no expert on this matter so what are my consumer rights if I was to go back to Argos as they say it should be a manufacturer issue as it's still under their warranty 

Samsungs warranty 

the_lunatic_is_in_my_head

Hello OP

You can go back to Argos and say the goods do not conform to the contract and as such you are seeking a repair or replacement (likely repair) with Argos as per your consumer rights and do not wish to make use of the warranty. 

As above after 6 months burden of proof is with yourself so you need to do this by the 4th of March (it's 6 months from delivery so if this wasn't in store you might have a few extra days if delivery took you a bit past the 4th of Sep).

It will then be down to them to prove it's user error rather than the TV not being durable. 

Don't get bogged down in debating the matter with customer services, if they don't assist then push the complaint higher up the chain. Put something in writing (email, etc) so you can show you made contact within the first 6 months. 

If higher level staff insist you go to Samsung advise them that misleading you about your consumer rights is a breach of the Consumer Protection from Unfair Trading Regulations and you will treat the contract at an end rather than seek a repair.

Argos are one of the best at fobbing off to the manufacturer, you have stick at it   

sgc21

the_lunatic_is_in_my_head said:

Hello OP

You can go back to Argos and say the goods do not conform to the contract and as such you are seeking a repair or replacement (likely repair) with Argos as per your consumer rights and do not wish to make use of the warranty. 

As above after 6 months burden of proof is with yourself so you need to do this by the 4th of March (it's 6 months from delivery so if this wasn't in store you might have a few extra days if delivery took you a bit past the 4th of Sep).

It will then be down to them to prove it's user error rather than the TV not being durable. 

Don't get bogged down in debating the matter with customer services, if they don't assist then push the complaint higher up the chain. Put something in writing (email, etc) so you can show you made contact within the first 6 months. 

If higher level staff insist you go to Samsung advise them that misleading you about your consumer rights is a breach of the Consumer Protection from Unfair Trading Regulations and you will treat the contract at an end rather than seek a repair.

Argos are one of the best at fobbing off to the manufacturer, you have stick at it   

Brilliant thank you

sgc21

sgc21 said:

the_lunatic_is_in_my_head said:

Hello OP

You can go back to Argos and say the goods do not conform to the contract and as such you are seeking a repair or replacement (likely repair) with Argos as per your consumer rights and do not wish to make use of the warranty. 

As above after 6 months burden of proof is with yourself so you need to do this by the 4th of March (it's 6 months from delivery so if this wasn't in store you might have a few extra days if delivery took you a bit past the 4th of Sep).

It will then be down to them to prove it's user error rather than the TV not being durable. 

Don't get bogged down in debating the matter with customer services, if they don't assist then push the complaint higher up the chain. Put something in writing (email, etc) so you can show you made contact within the first 6 months. 

If higher level staff insist you go to Samsung advise them that misleading you about your consumer rights is a breach of the Consumer Protection from Unfair Trading Regulations and you will treat the contract at an end rather than seek a repair.

Argos are one of the best at fobbing off to the manufacturer, you have stick at it   

Brilliant thank you

Chatted to Argos, raised the points you stated and they told me to go into the store for it to be inspected which I'm happy to do, I also have an email from Samsung stating a faulty aerial port as evidence after I emailed them pics.
Hopefully I can get this resolved by getting a replacement.
Many thanks