Faulty product - options please.

hlxbravo

hlxbravo

hlxbravo

Associate
Joined
6 May 2006
Posts
1,114
Location
Rowley Regis, West Midlands
Just looking for advice at the moment on an issue I have at present.
September 2011 I purchased a new TV from my local Best Buy, in December it turned itself on overnight, twice, it also failed to come on on one occasion (there is no large clunky on/off button, it is permanently on standby). After phoning Best Buy, who no longer deal in the uk but still have a support line, they put me through to Samsung. In January it went to a Samsung recommended repairers.
To cut a long story short, they have now had it four times but cannot seem to fix/identify fault. All it ever comes back with is a note saying firmware updated, four times? Even though the first time the guy came to my house, he said I had the latest firmware .....
I said to the Samsung guy last week that its getting to the point where I am looking at it as being unfit for purpose, he said that's my choice....

What are my options here cos I am getting seriously ****** off now with it. Isn't there comeback on the HP company on this? My concern is that in three months time my manufacturers warranty is up and when it goes after this I will be stuffed.

Any legal eagles out there can shed a little light on my options. I have been looking at statutory rights and the sale of goods act.....but it gets a little heavy reading.

Thanks for yr time GD.
 
hlxbravo said:
Just looking for advice at the moment on an issue I have at present.
September 2011 I purchased a new TV from my local Best Buy, in December it turned itself on overnight, twice, it also failed to come on on one occasion (there is no large clunky on/off button, it is permanently on standby). After phoning Best Buy, who no longer deal in the uk but still have a support line, they put me through to Samsung. In January it went to a Samsung recommended repairers.
To cut a long story short, they have now had it four times but cannot seem to fix/identify fault. All it ever comes back with is a note saying firmware updated, four times? Even though the first time the guy came to my house, he said I had the latest firmware .....
I said to the Samsung guy last week that its getting to the point where I am looking at it as being unfit for purpose, he said that's my choice....

What are my options here cos I am getting seriously ****** off now with it. Isn't there comeback on the HP company on this? My concern is that in three months time my manufacturers warranty is up and when it goes after this I will be stuffed.

Any legal eagles out there can shed a little light on my options. I have been looking at statutory rights and the sale of goods act.....but it gets a little heavy reading.

Thanks for yr time GD.
Click to expand...

1stly, you shouldn't be 'stuffed' when your warranty is out as the fault is an on-going one (I think). I would ring CAB or Trading Standards for their advice though.
 
Sounds like a fault with the IR receiver module. Sometimes if they don't get good regulated power they can see IR signals where there are none and trigger stuff it isn't supposed to.

As for your question. No idea.
 
Opinion - It's broken.

Kick up a fuss demanding a new (and better unit) as this is a monumental waste of time messing about with it.

That or just give up and buy a new/better tv
 
Pull the plug out at night. I have no idea about the SoGA aspect though, but I suspect the given the fault started to manifest itself a mere 3 months after purchase you'll have a pretty good case for it not being fit for purpose.
 
Problem is though that Best Buy are no longer trading whom his contract is with. Thus you are going to have to argue with Samsung who are claiming there is nothing wrong with it.
 
I would just press Samsung for a new/refurbished working unit explaining that they have tried to repair it four times and havent been able to.
 
It's turned itself on twice (mine does this to search for updates) and then failed to come on once..

So what?
 
GeX said:
It's turned itself on twice (mine does this to search for updates) and then failed to come on once..

So what?
Click to expand...

Well seeing as the updates are turned off...it's quite a big so what tbh. :rolleyes:

I have an extensive three page timeline of all repair attempts, conversations and the like just for future reference.
On a slightly plus note, I have found in the insurance policy on this item, that if it does fail outside of manufacturers warranty, there will be three attempts at repairing it, then it states they will replace it. I hope it is as clear cut as they make it out to be tbh.
Already had a row with Samsung and the repair agent about it and I am now dealing direct with the service manager. I appreciate that intermittent faults can be hard to find.....but I won't be patronized by the guy issued with my unit to fix it. He simply put on the form "the unit is not supposed to come on straight away, advise the customer to press the buttons carefully and slowly and be patient, it is normal" .... This was when I flipped last Friday and demanded to speak to the service manager, even he had to agree that seven minutes from switch on is not "normal" :rolleyes:
As it stands, I had it back the Friday the Euro's started and on the Saturday morning it was on when I got up, then Sunday it failed to come on until I left it unplugged for ten minutes but since then it has been OK, pretty much whats been happening to date.
It's a good job Best Buy don't operate in the UK anymore, as it would have been bounced over the counter long ago ! :mad:
 
You must log in or register to reply here.
Back
Top Bottom