Samsung broken TV - no support from manufacturer or retailer

mee-kal

Hi, I bought a Samsung TV in October 2024.

At the beginning of August it just stopped working. I have not physically damaged it.

I bought from the EE store (who no longer sell TVs) and they have flatly refused to help me as it is outside of the year warranty.

Samsung say I need to speak to the retailer as they would only do anything if a fault was found by one of their engineers (at the cost of around £180) I read something about the Consumer Act of 2015 stating that goods need to last a reasonable length of time and 20 months for a television is not reasonable. Both EE and Samsung were absolutely nonplussed by this. Can i do anything?

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/6680984/samsung-broken-tv-no-support-from-manufacturer-or-retailer

The Consumer Rights Act is the correct source and its important to note that the rights it gives you are with the retailer not the manufacturer.

After 6 months its up to you to prove that the item was inherently faulty or did not have a reasonable durability, some retailers will organise the inspection to make that determination but there is no legal requirement for them to do so. Others require you to prove it, which often would be done via an engineers report which you would have to commission/pay for up front and add the cost to your claim if it supports your case.

How did you pay for it? If it was by regulated credit (eg a credit card) then you may have a claim against the creditor too. They almost certainly would want the engineer report but at least you know they are going to engage.

EE do still sell TVs https://ee.co.uk/tv-home-entertainment/televisions

Personally, would try to get on to someone more knowledgeable at the EE store about enforcing your CRA rights.

mee-kal

https://forums.moneysavingexpert.com/discussion/comment/82115074#Comment_82115074

Samsung said :

As the manufacturer, Samsung’s obligations fall within the terms, conditions
and parameters of the Samsung warranty, and as such if there are any
manufacturing issues identified during the warranty period, Samsung will honour
the warranty by exhausting all options through technical and repair related
support. Once the product is outside the warranty period, we can still provide
our services, however these come at a cost.

then offered me a 15% discount on a new tv :D

EE have said :

I understand your position but we aren't able to provide any alternative advice and everything we've said so far is how we'd be able to resolve this for you. We would need an inherent fault report to be able to proceed with a claim under the consumer legislation.

 

This is our final resolution on this case. Alternatively, if you prefer not to accept this resolution then legal paperwork can be addressed to the below:

 

BT PLC

One Braham

London

E1 8EE

but for me to get a fault report, I would need to pay £180 which seems counterintuitive given that is half the cost fo a new one?

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/comment/82115077#Comment_82115077

I wouldnt be getting the report from Samsung themselves, they arent going to write something that says they made a duff TV. Their report will only say whats broken and what the cost of repair is not why its broken or if its reasonable for it to have broke in the timescale.

Ultimately, if it supports you then thats their problem that they have to pay £180 for the report and then give a refund less the use you have already had from the item (so probably about 60% of what you originally paid).

If it doesnt support your case then obviously its a sunk cost. Some retailers will put up the barriers because more people give up rather than risk the £180 than the additional £180s that they have to refund plus if they inspect it themselves they end up carrying the cost irrespective of if its faulty or the customer has broken it.

Samsung isnt on the hook… your rights are with who you bought from. Anything at all Samsung offers is above and beyond what they have to.

Ectophile

Your consumer rights are always against the retailer. A warranty is in addition to your consumer rights, not instead of them.

Since the retailer has decided not to help you, and the TV is over 6 months old, you need to obtain an expert report as to why it went wrong. If that report says that there was an inherent fault in the TV at the time it was sold to you, then you are entitled to a repair/replacement/refund, plus the cost of obtaining the report.

mee-kal

https://forums.moneysavingexpert.com/discussion/comment/82115097#Comment_82115097

So I basically have to pay over half the cost of a new tv for one of these fault reports, or just let it go?

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/comment/82115112#Comment_82115112

Potentially, but you only have one quote so far from a company that I wouldnt recommend using. Another company may be cheaper or more expensive.

sheramber

Ask a local repair shop how much they would charge for a report.