Manufacturer refund

TERMIN8TOR

Hi all. Thoughts appreciated on the following please.

I bought a Samsung soundbar. less than 6 months a go from Richer Sounds.

Receipt shows:

* Samsung HW-Q990D Black 1 £979.00 

* System Discount £-10.00 (RS VIP disc on first purchase)

 * 6 Year Guarantee - Chargeable £97.85

Total charged £1066.85.

Samsung subsequently bricked the soundbar via erroneous OTA firmware update and they have said they cannot repair it. Solution offered by Samsung is replacement unit with 1 year warranty or a refund of £969. With either option I lose the benefit of 6 year extended warranty purchased via retailer.

Can Samsung deduct the retailer promo discount, not related to this specific product ( I could have bought anything), and also not compensate for loss of extended warranty? Note retailer not involved in any discussions here.

Thanks in advance for any guidance on this.

Alderbank

Can Samsung do that? Yes, of course they can!

You have no contractual relationship with Samsung. You bought nothing from them. They can give you an ex gratia gift of anything they like.

You do have rights in contract law and additional rights under consumer law, but all those rights are uniquely against the seller, Richer Sounds in this case.

Go back to Richer Sounds, which you should have done in the first place.
There is no dispute that the soundbar failed but can be replaced. Richer Sounds have a good reputation for aftersales service, I suspect they will replace the soundbar and leave your discount and extended warranty intact. They might well claim separately against Samsung on a B2B contractual basis but that is no concern of yours.

photome

What have Richer sounds said they will do ?

TELLIT01

photome said:

What have Richer sounds said they will do ?

The OP said they haven't had any discussion with the retailer.

visidigi

I'd speak to RS - likely you would get the majority of it as a store credit toward another or something else.

DullGreyGuy

TERMIN8TOR said:

Hi all. Thoughts appreciated on the following please.

I bought a Samsung soundbar. less than 6 months a go from Richer Sounds.

Receipt shows:

* Samsung HW-Q990D Black 1 £979.00 

* System Discount £-10.00 (RS VIP disc on first purchase)

 * 6 Year Guarantee - Chargeable £97.85

Total charged £1066.85.

Samsung subsequently bricked the soundbar via erroneous OTA firmware update and they have said they cannot repair it. Solution offered by Samsung is replacement unit with 1 year warranty or a refund of £969. With either option I lose the benefit of 6 year extended warranty purchased via retailer.

Can Samsung deduct the retailer promo discount, not related to this specific product ( I could have bought anything), and also not compensate for loss of extended warranty? Note retailer not involved in any discussions here.

Thanks in advance for any guidance on this.

Who's the 6 year guarantee with? Have you checked if it would transfer to the replacement item? 

So Samsung sold Richer Sounds a soundbar for circa £550, RicherSounds added their markup to get it to £807.50 plus VAT to £969 which you bought. 

Normally a manufacturer wouldnt entertain a refund at all, you have no contract with them and why would they pay out £969 when they themselves were only paid £550 for it? Samsung typically work a little different and will agree that they'll take it back so give you an uplift code that you give to the merchant who refunds you what you paid them, they then get a refund from Samsung. So why would RicherSounds pay you £10 more than you paid them? 

TERMIN8TOR

Thanks everyone for your replies. Yes, always known that the contract is with the retailer..just trying to assess the best option for me given the circumstances caused by the manufacturer of device and not by the consumer.

I wiill look into this further but from what I have researched so far.. Options are

A) take cash from manufacturer (including retailer margin but not tne £10 disc from retailer). Extended Warranty becomes invalid.
new device from manufacturer. One yr warranty. Extended warranty not transferrable to new unit.

C) Return item to retailer. Potential claim on extended warranty which then lapses. Similar cash return to what manufacturer is offering.

D) Return and exchange with retailer. Potential claim on warranty which then lapses.

E) Get refund from retailer then buy back later with new extended warranty (current price higher than original purchase price just now  probably  due to supply issues)..

At this point I am tempted to get cash from manufacturer and look for other buying options (no rush to replace immediately). The extended warranty is potentially refundable if not claimed on for 6 years 

Thanks again for your valuable input!

Richer_Sounds_Company_Representative

TERMIN8TOR said:

Hi all. Thoughts appreciated on the following please.

I bought a Samsung soundbar. less than 6 months a go from Richer Sounds.

Receipt shows:

* Samsung HW-Q990D Black 1 £979.00 

* System Discount £-10.00 (RS VIP disc on first purchase)

 * 6 Year Guarantee - Chargeable £97.85

Total charged £1066.85.

Samsung subsequently bricked the soundbar via erroneous OTA firmware update and they have said they cannot repair it. Solution offered by Samsung is replacement unit with 1 year warranty or a refund of £969. With either option I lose the benefit of 6 year extended warranty purchased via retailer.

Can Samsung deduct the retailer promo discount, not related to this specific product ( I could have bought anything), and also not compensate for loss of extended warranty? Note retailer not involved in any discussions here.

Thanks in advance for any guidance on this.

Hi there,

I saw your thread and was obviously sorry to read you have been having problems. 

If you can drop me a line with your details I will get in touch to resolve this for you, should Samsung replace the product we would simply roll the guarantee over onto the new item or should you decide on a refund from the manufacturer we would be happy to do the same for the extended guarantee (as you have not claimed on it in either situation).

seniorcomplaintsteam@richersounds.com

Tom Griffiths
Head of Customer Experience
Richer Sounds

TERMIN8TOR

Richer_Sounds_Company_Representative said:

TERMIN8TOR said:

Hi all. Thoughts appreciated on the following please.

I bought a Samsung soundbar. less than 6 months a go from Richer Sounds.

Receipt shows:

* Samsung HW-Q990D Black 1 £979.00 

* System Discount £-10.00 (RS VIP disc on first purchase)

 * 6 Year Guarantee - Chargeable £97.85

Total charged £1066.85.

Samsung subsequently bricked the soundbar via erroneous OTA firmware update and they have said they cannot repair it. Solution offered by Samsung is replacement unit with 1 year warranty or a refund of £969. With either option I lose the benefit of 6 year extended warranty purchased via retailer.

Can Samsung deduct the retailer promo discount, not related to this specific product ( I could have bought anything), and also not compensate for loss of extended warranty? Note retailer not involved in any discussions here.

Thanks in advance for any guidance on this.

Hi there,

I saw your thread and was obviously sorry to read you have been having problems. 

If you can drop me a line with your details I will get in touch to resolve this for you, should Samsung replace the product we would simply roll the guarantee over onto the new item or should you decide on a refund from the manufacturer we would be happy to do the same for the extended guarantee (as you have not claimed on it in either situation).

seniorcomplaintsteam@richersounds.com

Tom Griffiths
Head of Customer Experience
Richer Sounds

Hi Tom Richer_Sounds_Company_Representative 

So glad to read your reply. Best news I have had this week!

I have heard of Richer Sounds great customer service / satisfaction before but have not had to test it until now.

I will be in touch shortly re a refund for the guarantee as I am claiming a refund for the product from Samsung directly.

Many thanks!