My £700 Samsung TV...

[finlay666]

Samsung's customer service is truly awful. This is the umpteenth time I've heard of them and their 'limited' warranties and generally poor attitude towards customers buying their rather expensive products. I'd definitely push for them to fix it on sheer principle that you've paid £700 for a product thats lasted just under 2 years.

Why? They aren't responsible when it's the retailer that is responsible

Samsung actually have very good service on their hard drives from experience a few times on both desktop and notebook hard drives getting bad sectors

[SHare]

I've dealt with their domestic appliances arm a few times now and each time I've been unimpressed. They are always extremely reluctant to send out engineers to repair faults and flatly deny that any knowledge of common faults which I've seen with both their ovens and fridge freezers.

[Blitzen]

You have a 2 year warranty not a one year under EU law, 2nd you can argue unfit for purpose and can prove it, you can ask for a refund, just send them a letter there are plenty out there.
I've taken a few to the small claims court, companies hope that you'll not go that far and give up, specially curries.
BTW keep detailed notes of dates you contacted the retailer, any letters send by registered post, as you'll most likely end up going to the small claims court and you need prove that you tried to contact them a few times, i tried to contact them 5 times and it looked good for my claims,
I was even about to send in the bailiffs onto orange with a court order, they caved in and had to pay out £800 which included costs.

No you dont, and that law is banded around so often.
Read the directive and you will see your mistake.

[Behemoth]

All too often I hear people going on about that 2 year warranty EU directive, which doesn't apply here in the UK as The Sale Of Goods Act give you upto 6 years, so more than the 2 years the EU directive gives.

It's 5 years if you live in Scotland.

[Kumagoro]

Surely technically the EU one does apply here its just that it is bettered by the UK Sales of Goods Act.

[Behemoth]

The EU legislation over here is ignored.

[Russ]

Right, I've spoken to Currys, said to them this is the 2nd time it has broken within 20 months. Said under the Sales of Goods act I'd like a repair/partial refund or replacement. They said that they charge £60 for the TV to be fixed, if its a manufacturers fault I will get that money back, said I'd seek advice (from you guys) before proceeding.

Are they fobbing me off or is this standard procedure.

[peterb]

Don't know if it standard procedure, but seems like a reasonable offer. Presumably you want the TV fixerd, and if that charge includes parts and labour, it isn't bad - with the possibility of a refund.

It saves you the fee of getting an independent expert (and his fee which would be more than £60 anyway).

Personally I'd have a grumble at having to pay, a mutter (to myself) about my rights, but then accept the offer - once I had confirmed what wa included) and then if I did get a refund, regard it as a bonus. But I am a pragmatist!

[Russ]

Tha's exactly what i was thinking ^

Thank you peterb

[Behemoth]

Thats indeed standard Curry's procedure these days, something they brought in just after I left last year as it used to be very much a case of pull the ladder up jack and screw the rest. £60 isn't all that out the way either.

[MD]

careful - thats NOT £60 to fix it, thats £60 to INSPECT it - the fix fee will be on top of that as this £60 is the charge they make for the engineer and test.

Under the sales of goods act if a fault occurs within the first 6 months its down to the retailer to provide that the fault was not there where you bought the device - if its after 6 months that onus falls on you the consumer to prove its an inherent fault. Proof of inherent fault is done through getting an engineers report (will cost you initially) if that report doesnt find in your favour then you immediate know where you stand. If it does find in your favour then the retailer will refund you the engineers report and resolve the problem you are having.

Now if a product goes faulty currys have three options, they can repair, refund and replace - this is THEIR choice as to which option they take and like others have said a refund is usually with a fair deduction for fair use - so £700 - 5 years use (reasonable) would give you a cost of £120 a year - so if you have had it two then you are likely to get back under £500 if they chose to refund.

Although the previous comments on part warranty are correct there is grounds here for complaint, as even with replacement of the original part the same fault has occured which would lead an engineer to likely find in your favour that there is an inherent fault with the TV and the part they keep replacing (or another part within the TV which causes this part to repeatedly fail).

You can do this two ways now - either get your own, guaranteed independent report and then provide this to Currys (if you go down this route notify them first that you will be getting this report so they have it on file) and then you can push for a partial credit or replacement (like others have said TV's are very cheap now, so even a £450 ish refund would be worth doing) or alternatively you pay the £60 for the Curry's inspection and let them provide you with the answer as to what they beleive is the cause/issue - if they find in your favour you get it sorted.

Either which way you do this, you are going to be out of money initially, I would certainly seriously consider getting my own engineers report on this and not going to the Currys route - as at least doing it yourself you know 101% they have no influence on the outcome.