Samsung TV stopped working , samsung refuse to repair

[Sr1980]

I bought a 70 70” AU8000 Crystal UHD 4K HDR

Smart TV (2021)

Its worked fine until today when it started to overheat from the bottom corner. We now have a 70 inch ornament in our living room.

I did think it had a 5 yr warranty but it turns out it doesn't. It was bought from the samsung store in November 2021.

The best samsung will offer is a code for a new tele. 

But I think its unfair for it to break without any fault of mine in this time.

I have contacted support and they have advise I will be contacted in 72 hrs . The clocks ticking from 9am this morning.

Does anyone have any advise for me to follow with samung using tne consumer act? 

Any help appreciated. 

[Piper123]

Hey there and welcome to the Samsung UK Community Forum

Sorry to hear of your troubles.

If the device is out of warranty (which from your post suggests it might be) then realistically you have 3 choices.....

1. Pay for a repair
2. Replace
3. Consumer Directive 2015

The last option would likely fall into to options:

1. Is the product of merchantable quality...I.e. would it reasonably be expected to last more than the 3 or so years you've had it and
2. Are you able to prove the fault was there at the point of manufacture.

Your promise of a call back? We have seen so many posts about this from other users where the call never comes. I hope it does for you.

Sadly I suspect Samsung Customer Service won't help (from the posts on here) so you may have to consider resorting to making an application through the Small Claims Court for recompense. Samsung may decide it is cheaper to accept the claim, but they may also see they have a strong case as the device is out of warranty.

Only thing left is to see if you have any evidence supporting 5 year warranty. They do use this as a promotional tool from time to time.

[Piper123]

I would add, I recently wanted to upgrade my 2016 4k Polaroid.

I looked closely at Samsung but sadly the quality control and more importantly awful customer service took me to LG instead.

[Sr1980]

Thank you , your reply is appreciated.

[Fiona26]

Although I do like my Samsung devices. When it comes to tv's it's been LG for a good while for me.

[Sr1980]

Do a little update , samsung support from the samsung store did call me back as promised. Well done for that.

But the lady on the phone just advised me that all repairs are chargeable once the product is outside a 12 month period. She recognised the rules around the consumer act and the product should be fit for purpose for 6 years , but was unwilling to discuss this further.

She offered a smaller discount to buy another tv than my online chat agent did yesterday. And refused to provide any uk details or address for me to take the matter any further. So if anyone ould help with an email address and postal address it would be greatly appreciated. I will proceed with an LBA and the small claims court now.