TV Guarantee not honoured

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soziblewuup
soziblewuup Posts: 18 Forumite
in Consumer rights
What did you buy?
Samsung 4K TV

When did you buy it?
16/01/18

Where from? (internet or in store - it DOES make a difference)
DC Digital online store , rebranded this past couple of weeks as Buytvdirect (most likely due to recent reviews).

How did you pay? (cash/cheque/debit card/credit card etc)
Credit Card

What went wrong?
DC Digital sells new and ex demo TVs. They provide a 5 year guarantee with all A+/A- graded TVs. The TV I purchased was graded A-. A panel fault has developed five months into owning the TV. a white bar is present to the right of the panel.
https://www.buytvdirect.co.uk/free-five-year-guarantee-on-selected-items/

What are the vendors telling you?
I have damaged the TV, either through knocking it or applying pressure to the bezel. This is not the case, the TV was not touched and organic panel faults, in general, are fairly common.

What solution or remedy are you looking for (Companies may Repair / Refund / Replace)
The guarantee states they will repair the TV and in the event the issue cannot be fixed, they will provide a replacement. This is fine; however, the ideal outcome at this point would be a refund, I simply want nothing to do with this company.

Comments

  • macman
    macman Posts: 53,098 Forumite
    Name Dropper First Post First Anniversary
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    You are not entitled to a refund at this stage: the retailer can repair or replace at their discretion.
    If they refuse to repair on the basis that this is user-caused damage, then your remedy is a small claim through the county court.
    No free lunch, and no free laptop ;)
  • DCFC79
    DCFC79 Posts: 40,598 Forumite
    Name Dropper First Anniversary First Post
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    It's as MacManus says.

    Why did you choose DC digital though ?
    It's not a website I would buy from.
  • Oakdene
    Oakdene Posts: 2,560 Forumite
    Combo Breaker First Post
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    But their guarantee states they will repair the TV and in the event the issue cannot be fixed, they will provide a replacement. This is fine; however, the ideal outcome at this point would be a refund, I simply want nothing to do with this company.



    So you have to let them have an opportunity to repair.
    Dwy galon, un dyhead,
    Dwy dafod ond un iaith,
    Dwy raff yn cydio’n ddolen,
    Dau enaid ond un taith.
  • soziblewuup
    soziblewuup Posts: 18 Forumite
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    macman wrote: »
    You are not entitled to a refund at this stage: the retailer can repair or replace at their discretion.
    If they refuse to repair on the basis that this is user-caused damage, then your remedy is a small claim through the county court.
    DCFC79 wrote: »
    It's as MacManus says.

    Thanks both, I will look at an independent repair.

    Why did you choose DC digital though ?
    It's not a website I would buy from.

    Lesson learned. Usually pretty savvy with online purchases, in fact I believe this is my first issue with a retailer.

    Thanks for the help.
  • soziblewuup
    soziblewuup Posts: 18 Forumite
    Options
    I seem to have included my first response within the quote. Just in case you don!!!8217;t see it:

    !!!8220;Thanks both, I will look at an independent repair.!!!8221;
This discussion has been closed.
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