anyone had experience with tesco and tv repairs/refunds?

tonyt3rry

tonyt3rry

tonyt3rry

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short story my samsung smart tv which I purchased in 2014 with 5 year warranty was updated a few weeks back ever since ive updated the tv the tv is dimming so dark that it is hard to make out the picture there is also a massive delay on the speech and lips. I spoke to one customer service rep today they said id have to speak to tech team tomorrow morning as they are closed.

they told me the tv is discontinued now and ill prob have the option of getting my money back or getting a tv for the same value. reading on the website they offer to repair it first. ive googled my issues and loads seem to pop up about it has anyone had any problems getting a refund or replacement id rather go with sony my last samsung blu ray player bricked when I updated it.
 
pinkpill said:
Ive had issues with Samsung products and their poor customer service, I'd avoid anything Samsung.
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my girlfriends nan had issues with a samsung tv she bought from argos argos wouldnt refund it so she had to contact samsung who sent out a usb with firmware on it sadly the update didnt fix her lip sync issues or blurry picture it looked like motion blur when watching anything on the set. me personally up until my blu ray player packed out my last samsung tv lasted ages it developed a picture fault but i put that down to age as the tv was about 6-7 years old.
 
Samsung were great for me they sent an Engineer to my house and replaced the panel in my TV. No problems at all with the service. I would imagine Tesco might do the same thing and arrange for a Samsung engineer to pay you a visit or just refund you with a credit note.
 
MOOGLEYS said:
Samsung were great for me they sent an Engineer to my house and replaced the panel in my TV. No problems at all with the service. I would imagine Tesco might do the same thing and arrange for a Samsung engineer to pay you a visit or just refund you with a credit note.
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im just more worried as its not a defective fault but more of a software fault its mad that I can google the fault and find multiple forum posts on av forums. the extended warranty is covered by square trade ive never used them so cant comment I got it free at the time when the world cup was on for buying a tv in that period
 
I use to work part time authorising returns and RMA's for Tesco tech when i was studying.

The teams are normally very good, just be polite and dont ring during lunchtimes or around 5-7 as they are really busy times.

If the warranty is the extended purchased warranty by Squaretrade, it is relatively pain free and requires just a bit of effort sorting it out in terms of ringing and proving purchase. If it is standard warranty, then the tech line will just put you through to Samsung since it was purchased over a year ago. If they offer a replacement or an alternative model, take it. If they offer a repair, ask them if you can swap for another model given the problems you have heard about but dont demand it, being polite will always get you further in these cases then throwing a hissy fit.
 
Avenged7Fold said:
.... If it is standard warranty, then the tech line will just put you through to Samsung since it was purchased over a year ago. .....
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And there is one of the problems. It depends what the fault is. The standard warranty might run out after 12 months but a retailer's liability under consumer law does not, and they should not just palm people off onto the manufacturer until or unless it is clearly not a problem covered by consumer rights.
 
Bassmansam said:
Why would you buy a tv from tesco? Aren't they all budget tv's? Or the big name brands low end models?
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Supermarkets also stock some mid range TV's too. Purchased a Sammy from Sainsbury's a few years back that was on offer. I did my research first and most review sites put it in the mid range, some even saying it was punching above its weight, Get a bit of ghosting on it though sometimes. Can't have it all I suppose.
 
Aldav said:
And there is one of the problems. It depends what the fault is. The standard warranty might run out after 12 months but a retailer's liability under consumer law does not, and they should not just palm people off onto the manufacturer until or unless it is clearly not a problem covered by consumer rights.
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They are not palming you off to the manufacturer. People need to understand that when it comes to RMAs and returns, it is not you VS the shop. The retailer often would rather keep you happy and pay out, since they just claim it from the manufacturer.

The retailer may be liable if the product is faulty but why do you think the retailer is responsible for the item after the warranty period ends with them?

Redgie said:
No, they aren't? Have a look on their website, they sell plenty of latest models.
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Yup

In store models have been kept lower end because they are essentially the best sellers and advertising lower end models result in more cash. People who are into their big, shiny, flash TVs would research them rather than window shop a supermarket, where as people considering a TV for the bedroom or the kitchen often do buy on a whim if they see a cheap price while doing a weekly shop.

They use to stock and display higher end models years ago and saw sales of those products shift from in store to website with little loss and cut the risk of theft and warehouse storage costs considerably (high end TVs usually take up a fair bit of space and can sit in a fairly big store without shifting for months).
 
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Avenged7Fold said:
They are not palming you off to the manufacturer. People need to understand that when it comes to RMAs and returns, it is not you VS the shop. The retailer often would rather keep you happy and pay out, since they just claim it from the manufacturer.

The retailer may be liable if the product is faulty but why do you think the retailer is responsible for the item after the warranty period ends with them?
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Manufacturers warranty's are in a addition to your consumer rights in the UK.
 
Yes but i mean, why do you feel it is better for the retailer deal with the return over the manufacturer, it just adds extra steps and more chance for miscommunication. For most companies, including Tesco, the process a Tesco employee in getting this TV RMAd would be exactly the same as if the customer rang Samsung directly, except the whole process would take longer with more chance for miscommunication and more people to ask for the approval stamp. The number they ring and people a Tesco employee would speak to would be exactly the same as the consumer. The 12 month store warranty is just an in store service where you can sort out most issues ideally same day in store.
 
MOOGLEYS said:
Samsung were great for me they sent an Engineer to my house and replaced the panel in my TV. No problems at all with the service. I would imagine Tesco might do the same thing and arrange for a Samsung engineer to pay you a visit or just refund you with a credit note.
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I've had good customer service from Samsung too with a Plasma panel, engineer visit at home etc. Turned out there was nothing wrong with it and I was just being pedantic but wasn't charged. :)
 
Avenged7Fold said:
They are not palming you off to the manufacturer. People need to understand that when it comes to RMAs and returns, it is not you VS the shop. The retailer often would rather keep you happy and pay out, since they just claim it from the manufacturer.

The retailer may be liable if the product is faulty but why do you think the retailer is responsible for the item after the warranty period ends with them?



Yup

In store models have been kept lower end because they are essentially the best sellers and advertising lower end models result in more cash. People who are into their big, shiny, flash TVs would research them rather than window shop a supermarket, where as people considering a TV for the bedroom or the kitchen often do buy on a whim if they see a cheap price while doing a weekly shop.

They use to stock and display higher end models years ago and saw sales of those products shift from in store to website with little loss and cut the risk of theft and warehouse storage costs considerably (high end TVs usually take up a fair bit of space and can sit in a fairly big store without shifting for months).
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This reminds me of something i have noticed. My dad and my brother in law for example, spent around 1500 on tv's 7-10 years ago. All three of us have juust bought new tv's. I have spent 1500 on a 55 inch samsung, my dad 600 on a 55 panasonic and my brother in law 400 on a 55 samsung i think from tesco.

Am i crazy to spend so much? Why have people lowered the amount they are willing to pay for a tv and will they be in for a surprise with these lower end models, given that previous tv's they owned were of higher quality for there time)
 
People lowered the amount they are willing to pay due to the change in pricing strategies from retailers.

-New TVs are cheaper to produce than CRT and plasma, so prices can be lowered keeping same margin
-prices were lowered to get customers to purchase more TVs eg.TVs for Children bedrooms are far more common now than in the day of CRT TVs due to this
- Manufacturers/retailers also found it more beneficial to lower the price and produce cheaper models and encourage customers to increase the frequency of upgrading by offering a trickle of new features regularly with newer models, similar to mobile phones
-Lower price points almost glorify the premium products with all the bells and whistles and much, much higher margins

To be honest, a cheap TV is not always a bad choice. If your standard of viewing is not all that high often a cheaper TV is a good choice if people are strap for cash. TVs tend to suffer in features and speakers over panel quality at the lower to mid end, which is fine if you dont use the extra features and you use a soundbar. There are obviously extremes to cheaply produced products but generally the price of a mediocre TV has fallen due to competition between retailers/manufacturers and to encourage more consistent regular sales.
 
Uther said:
Not everybody is loaded. Richer Sounds is the only place for me these days, with their six year warranty.
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I know it's not much use to OP, but this would be my advice all day long.

When my Panasonic died after 13 months, the shop sold me the 5 year warranty retrospectively and repaired it for free. When it died again after 36 months, they repaired it again for free. When it died for the third time after 4 years and 11 months (i.e. 1 month before expiry), they offered me a brand new equivalent spec model.

I asked if I could have the cash towards a new LED, and they said yes, so got the new 3D/LED/Smart £500 TV that I wanted for around £250.

And when my AV Receiver died under the insurance, I got a brand new amp plus a refurb receiver with the credit they gave me (both with fresh warranties). I wouldn't go anywhere else now.
 
Avenged7Fold said:
People lowered the amount they are willing to pay due to the change in pricing strategies from retailers.

-New TVs are cheaper to produce than CRT and plasma, so prices can be lowered keeping same margin
-prices were lowered to get customers to purchase more TVs eg.TVs for Children bedrooms are far more common now than in the day of CRT TVs due to this
- Manufacturers/retailers also found it more beneficial to lower the price and produce cheaper models and encourage customers to increase the frequency of upgrading by offering a trickle of new features regularly with newer models, similar to mobile phones
-Lower price points almost glorify the premium products with all the bells and whistles and much, much higher margins

To be honest, a cheap TV is not always a bad choice. If your standard of viewing is not all that high often a cheaper TV is a good choice if people are strap for cash. TVs tend to suffer in features and speakers over panel quality at the lower to mid end, which is fine if you dont use the extra features and you use a soundbar. There are obviously extremes to cheaply produced products but generally the price of a mediocre TV has fallen due to competition between retailers/manufacturers and to encourage more consistent regular sales.
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Interesting. When you mention features do you mean ones that improve image quality or just smart features? I notice a lot of cheaper tv's have very bad light bleed.
 
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