Richer Sounds not honouring warranty

Gstyle007

Hi,

Just looking for some advice, I purchased a 77" S90c from Richer sounds just under 2 years ago for £2799 although discounted by 10%, I also have the 6 year warranty, recently i have been having some issues with the tv.

Firstly the brightness keeps changing on the tv, I initally thought this was a power saving/ambient thing, but I have checked the settings and the brightness optimisation is greyed out and not switched on.

Secondly the picture will randomly go off for a few seconds but still with sound, I initially thought this might be the hdmi cable, but it happens when watching virgin tv or the firestick, sometimes its fine for ages but other times it will happen quite frequently. I think it may be because the tv is getting hot?

Thirdly and this is the main issue, I have noticed a small mark at the bottom of the screen, when you put your finger on it, it's absolutely red hot, you cant touch it for longer than a second, I have attached a photo. My theory is the tv has got so hot in that area that it has burnt through the screen, worringly if you look to the right of it, it looks like its happening to the right of that mark as the screen is starting to go black too. I have looked online at various forums and there are a worrying amount of people stating their tv's are getting too hot and in some cases melting!

I submitted a warranty claim to richer sounds and received a call yesterday and they are saying its a "pressure mark" possibly caused by "cleaning" who cleans their tv that hard? They have made this judgement from the photo I have provided, couldnt even be bothered to send someone out to look at it!!

This tv was installed on the wall from day one, nobody has been near it, I only occasionally give it a light dust over with a microfibre cloth, there is a cabinet in front of it so its not like anyone can bump into it.

I only bought it from richer sounds as i thought their warranty was supposed to be good, How do i prove Its the tv at fault and not me? It seems they can just say anything to get out of honouring their warranty. This should not be happening with a 2.5 grand tv.

Has anyone had a samsung engineer come out to provide a written report? this will be my next step and then legal action. 

Sorry for the long post, I am just furious the way Richer sounds have treated me essentially calling me a liar! I will never buy anything from them again unless they sort this out!

Any suggestions welcome. 

Thank you.

bazdvd

to be fair it does look like an impacts point.
is the area still smooth like the rest of the screen or does the mark feel like its cracked?

ButterCheese

I've never had this problem before, but could you ask them how you'd go about proving it's not damage and is in fact an overheating fault?  i.e. very few customers are TV experts so how do you prove you didn't damage it?  Can they test it to find out?  

MyRealNameToo

ButterCheese said:

I've never had this problem before, but could you ask them how you'd go about proving it's not damage and is in fact an overheating fault?  i.e. very few customers are TV experts so how do you prove you didn't damage it?  Can they test it to find out?  

Youd normally commission an expert report... if this was a claim under the CRA you could add the cost of the report to your claim (if it supports your arguments). This however is a warranty claim instead so may be worth ensuring they agree in covering the cost if it concludes it's not user damage. 

Gstyle007

bazdvd said:

to be fair it does look like an impacts point.
is the area still smooth like the rest of the screen or does the mark feel like its cracked?

I agree it does look like an impact, but I'm not even sure how this would happen if it was, nobody has been near it! And there's kind of a scorch mark above it due to the heat I think!

I just can't believe they've not even sent someone to look at it!

Gstyle007

MyRealNameToo said:

ButterCheese said:

I've never had this problem before, but could you ask them how you'd go about proving it's not damage and is in fact an overheating fault?  i.e. very few customers are TV experts so how do you prove you didn't damage it?  Can they test it to find out?  

Youd normally commission an expert report... if this was a claim under the CRA you could add the cost of the report to your claim (if it supports your arguments). This however is a warranty claim instead so may be worth ensuring they agree in covering the cost if it concludes it's not user damage. 

They have said it would have to be a samsung engineer and then they would "look at the report" but the only way I can see to do that is to book it in for repair minimum fee of £180!

markbloke

Doesn't seem completely unknown:
https://eu.community.samsung.com/t5/tv/tv-burning-from-corner/td-p/1623053

Richer_Sounds_Company_Representative

Gstyle007 said:

Hi,

Just looking for some advice, I purchased a 77" S90c from Richer sounds just under 2 years ago for £2799 although discounted by 10%, I also have the 6 year warranty, recently i have been having some issues with the tv.

Firstly the brightness keeps changing on the tv, I initally thought this was a power saving/ambient thing, but I have checked the settings and the brightness optimisation is greyed out and not switched on.

Secondly the picture will randomly go off for a few seconds but still with sound, I initially thought this might be the hdmi cable, but it happens when watching virgin tv or the firestick, sometimes its fine for ages but other times it will happen quite frequently. I think it may be because the tv is getting hot?

Thirdly and this is the main issue, I have noticed a small mark at the bottom of the screen, when you put your finger on it, it's absolutely red hot, you cant touch it for longer than a second, I have attached a photo. My theory is the tv has got so hot in that area that it has burnt through the screen, worringly if you look to the right of it, it looks like its happening to the right of that mark as the screen is starting to go black too. I have looked online at various forums and there are a worrying amount of people stating their tv's are getting too hot and in some cases melting!

I submitted a warranty claim to richer sounds and received a call yesterday and they are saying its a "pressure mark" possibly caused by "cleaning" who cleans their tv that hard? They have made this judgement from the photo I have provided, couldnt even be bothered to send someone out to look at it!!

This tv was installed on the wall from day one, nobody has been near it, I only occasionally give it a light dust over with a microfibre cloth, there is a cabinet in front of it so its not like anyone can bump into it.

I only bought it from richer sounds as i thought their warranty was supposed to be good, How do i prove Its the tv at fault and not me? It seems they can just say anything to get out of honouring their warranty. This should not be happening with a 2.5 grand tv.

Has anyone had a samsung engineer come out to provide a written report? this will be my next step and then legal action. 

Sorry for the long post, I am just furious the way Richer sounds have treated me essentially calling me a liar! I will never buy anything from them again unless they sort this out!

Any suggestions welcome. 

Thank you.

Hi there,

I was really sorry to read your thread about the problems with your television. 

If you could drop me a line via the below e-mail address, I will review your case and see what can be done to help..

seniorcomplaintsteam@richersounds.com

Hope to hear from you soon.

Tom Griffiths
Head of Customer Experience
Richer Sounds

GingerTim

Blimey, I've not seen any official company rep on the forums for a good while - nice one.

greyteam1959

Yes funnily enough I was thinking the same thing.
Not seen company reps on here for many months.

robatwork

Likewise - was always one of the best things on this and the Consumer parts of the forum. I'd still like to believe that Richer are one of the few "good guys" left in the industry. Hopefully the rep and OP will post the outcome as and when