4 Month Old TV Developed A Fault Can I Get A Refund?

Thesnipergecko · 29 Aug 2009 at 10:21

Bought a Samsung TV for £700 in April, it's recently developed a fault what are my options? Can I take it back to the store and get it exchanged or a refund?

It was from a well know Electrical Chain.

Dr Who · 29 Aug 2009 at 10:23

nope, not unless they cant fix it within a certain period of time

Vonhelmet · 29 Aug 2009 at 10:25

Unless it's your fault, you should certainly be entitled to a repair or replacement, or possibly a refund.

MarkDavis · 29 Aug 2009 at 10:26

You definitely won't get a refund. Repar or replacement. See warranty terms.

Fegruson · 29 Aug 2009 at 10:29

With it being a Samsung, it's likely to be repaired by themselves.

Cosimo · 29 Aug 2009 at 10:33

You will most certainly get it repaired or replaced under warranty.

Thesnipergecko · 29 Aug 2009 at 10:34

Last time I had something repaired by said place they had it for 40 days with in which time I realised I could just claim a new one because they had it for so long. Is this likely to be the case with my TV? I cannot go without a TV for 30 days.

Surely the TV breaking after 4 months does not make it fit for purpose. With it being a 42" TV I don't want to role up to the store with it in the boot.

Glaucus · 29 Aug 2009 at 10:36

IIRC there's a time limit on repairs and then you are entitled to a replacement.

mac1st3 · 29 Aug 2009 at 10:40

depends on the size of the screen, the threshold for proceedure is generally below 26" gets replaced quite easily instore, but over 26", if it's from the place I work, the rules are as follows:

if it breaks within 28 days you get an instant replacement, after that into the manufacurer's warranty, you call the service number, they try and diagnose it over the phone, if that can't be done, an engineer will come out to take a look, depending on if you took out the "extended warranty" they might take it away, if it can't be fixed within 21 days they give you a new one, failing that, if it's just the standard warranty, it'd be sent back to Samsung where they'd deal with it and i'm not sure on their repairs proceedures, but you are entitled to have it fixed for free, maybe not an on the spot replacement

hope this helps

PS DO NOT take the tv into the store, they can technically book it in for repair there, but it'll take much longer, and they'll probably tell you to send it off yourself anyway, so this will save you the hassle of packing it all up, taking it down there and being told to take it home again

L0rdMike · 29 Aug 2009 at 10:43

If it were any other item most shops would replace it on site yet with a TV you end up with no tv for a month while its being fixed.

bsoltan · 29 Aug 2009 at 10:44

You tend to get a years warranty at least, however the company will most likely want to send an Engineer to inspect it before you attempt a refund/exchange.

I bought a Samsung TV in March from a high street retailer and it developed a fault after a week or so. I wanted to take it back to the store for a replacement but they wouldn't let me without sending an Engineer. The Engineer couldn't come for a few days which was annoying, after he inspected it he wrote a note that it was broken. Then I could return it to the store and they offered me a replacement (they had none in stock) or a refund. I took the refund, bought a Sony set from another high street store which came with 5 year warranty and never looked back.

Best to contact the cusomer support for the store and ask them really.

markweatherill · 29 Aug 2009 at 10:48

Is it the fault where areas of colour on screen appear like static, or the wrong colour?
An engineer, if one comes, should try reseating or wiggling all the interconnection ribbon cables inside the TV before deciding it's something really serious.

Dr Who · 29 Aug 2009 at 10:57

30 days for refund, 12 months warranty repair, within that time, over 28 days to repair can insist on refund/replace i believe

Thesnipergecko · 29 Aug 2009 at 11:01

Ok guys, thanks, looks like I have to go with the repair option. Wonder how long it will take them this time :rolleyes:

I find it absolutely disgraceful that after 4 months the TV has broke, it's obviously not a great TV and it boils my blood that I cannot exchange it for another TV or get a refund.

Now I am stuck with a TV that is not fit for purpose. What's saying it won't break again in another 4 months time...

Dano · 29 Aug 2009 at 11:09

Thesnipergecko said:
Ok guys, thanks, looks like I have to go with the repair option. Wonder how long it will take them this time

Ask them for an estimate and hold them to it?

I find it absolutely disgraceful that after 4 months the TV has broke, it's obviously not a great TV and it boils my blood that I cannot exchange it for another TV or get a refund.

It's a mass produced electrical item of incredible complexity, is it really unreasonable that a few will develop faults?

Now I am stuck with a TV that is not fit for purpose.

How so?

What's saying it won't break again in another 4 months time...

Nothing, but if it does it again then you are in a far better position to get a refund or a different model.

McManicMan · 29 Aug 2009 at 11:10

1st ps3 now Tv, not having much luck are you, whats next?

markweatherill · 29 Aug 2009 at 11:11

Dr Who said:
30 days for refund, 12 months warranty repair, within that time, over 28 days to repair can insist on refund/replace i believe

Don't forget the warranty period is by EU law two years, not one.

geekyEd · 29 Aug 2009 at 11:18

All brands and models of TV have the odd unit that will go wrong its not because its "obviously not a great tv". You are not the only person ever to have a TV break down and going into the store you brought it from all guns blazing (repeating what your saying here) wont help the situation, people that work in said stores hear these things all the time and will just be even less willing to help.
Your best chance at getting a different TV if your not happy with what you have, is to play by the rule's be understanding and wait for them to screw up. Or if it does goes wrong again then demand to speak to the manager and get it swapped for another unit.

big_white_dog84 · 29 Aug 2009 at 11:24

Remember that your contract is with the retailer, NOT the manufacturer. As soon as they start telling you to send it off to the manufacturer tell them to gtf.

Locke · 29 Aug 2009 at 11:33

mac1st3 said:
depends on the size of the screen, the threshold for proceedure is generally below 26" gets replaced quite easily instore, but over 26", if it's from the place I work, the rules are as follows:

if it breaks within 28 days you get an instant replacement, after that into the manufacurer's warranty, you call the service number, they try and diagnose it over the phone, if that can't be done, an engineer will come out to take a look, depending on if you took out the "extended warranty" they might take it away, if it can't be fixed within 21 days they give you a new one, failing that, if it's just the standard warranty, it'd be sent back to Samsung where they'd deal with it and i'm not sure on their repairs proceedures, but you are entitled to have it fixed for free, maybe not an on the spot replacement

hope this helps

PS DO NOT take the tv into the store, they can technically book it in for repair there, but it'll take much longer, and they'll probably tell you to send it off yourself anyway, so this will save you the hassle of packing it all up, taking it down there and being told to take it home again

This guy has it spot on. Phone the number on your reciept or reciept wallet and go through the procedures, it'll be much much faster that way.

Sadly you're entitled to a refund, because it's outside the 28 day period..... however, I did have a customer last week going slightly crazy when he wanted a new item after his developed a fault 10 months after purchase... madness!