Samsung faulty tablet < 6 months

DolphinFlipper1

Bought phone in May from John Lewis. They advertised a promotion as part of the purchase for free tablet. I claimed it directly from Samsung after entering my John Lewis order number.

Samsung sent me an email on 11/06/25 saying it was on its way.

Did not open it until 04/12/25 and discovered a microphone fault. Emailed Samsung on 06/12/25 (leas thanks 6 months after I received it) stating all this and quoting the Consumer Rights Act 2015. Requested replacement. They said their warranty is only for repair. That is not what the law says? I can request replacement of repair is inconvenient or inappropriate? I wanted to use it for xmas too.

I did not receive a reply until 10/12/25.

They are very poor at answering emails. Have replied three times without any response.

Also contacted John Lewis who said they cannot help as it is not on my order confirmation. They suggested going into store. Did so. Took 1 hour to get there. Got told it is down to Samsung. So went back again. Phoned them and they said they only offer replacement for 30 days as per warranty policy. I explained the Consumer Rights Act but they seemed unaware of it. The person sounded from overseas and maybe they are not trained in it. I just kept getting told warranty this warranty that but the law supersedes this?

Anyone had any similar experience or success?

born_again

So under consumer rights they do have the right to repair or refund.
So if they refund you will get £0.00. Let them repair it. 

Has nothing to do with JL. Guessing Samsung were running the promotion so your rights are with them. What are the T/C of the promotion?

Aylesbury_Duck

Who is the retailer of the tablet here?  I suspect it's Samsung in this transaction, because I think it's one of those promotions where the original retailer (John Lewis) sells the phone, and the purchase of the phone creates a sort of voucher that allows you to "purchase", free of charge, the tablet from Samsung.  Is that correct?

If it is, then your consumer rights are with Samsung, I believe.

If it isn't, and the original contract for the phone and free tablet is with John Lewis, and the tablet is simply fulfilled by Samsung, then your consumer rights are with John Lewis.

This is the first thing to establish, and then take it from there.  If it's John Lewis, then the six months has passed, so they can ask you for additional steps before taking action.

screech_78

This was a Samsung promotion and was offered via redemption from almost every major retailer. The tablet had to be claimed within 30 days of purchase from Samsung. Consumer rights are with Samsung. 

TELLIT01

Assuming the vendor can decide whether to repair, replace or refund, it would seem sensible to accept their attempt at a repair.  One of their options is a refund which would have zero monetary value as there was no cost to the 'purchaser'.

DeathByFluffy

The law says you can request the remedy, but it also says they can decline your choice if it’s disproportionately costly. 

They have a right to try and repair the item. 

PHK

Whilst I agree that Samsung are entitled to  repair the tablet, I slightly disagree with the reasoning for why.  

This isn't a consumer purchase. The consumer purchased an item and a voucher, the retailer has done what they should have and supplied the phone and voucher. So there's no claim against the retailer (or Samsung)  under consumer legislation.

Instead contract law and the terms and conditions of the tablet giveaway are what matters. 

Either way, the sensible option would be to accept the repair.