Bad customer support

[woody16]

My tv developed a pink/purple screen fault which sorted itself out when I did a reset.

Samsung said it was just out of warranty so not their problem. They booked me in for a repair with the "repair guys" who said it was likely a back light issue that was going to cost £75 just to look at it and probably £180 to fix it. 

Since then there has been an update for the tv and the problem has gone.

I have now lost all faith in samsung and truly believe they were trying to con me!

I'm disgusted this is terrible customer relations. 

[johnz237]

Glad the issue went away. Those repair guys saw a purple screen, and since you didn't pay for it to be looked at, there was no way they'd know the real fault. It's one of those situations where if it's out of warranty, then inspection fees are always going to cost. I'd like to say if you did, then they would've seen nothing wrong and not charged the 180 to fix

[woody16]

But I would have had to pay £75 for them just to look at it when it was a samsung software problem.
Hello?

[johnz237]

Yes. As with every brand on the planet, out of warranty means no more free servicing.

You are absolutely correct, no software update should cause your screen to go purple, and you could argue consumer rights depending on whether the TV is less than 5 years old.

[woody16]

It's only 18 months old and to be honest I'm happy with it just pissed off that samsung didn't acknowledge this was there fault and tried to make me pay for a repair when there was no problem with the tv it was all down to their software.
Man can't trust firms like that.

[johnz237]

Oh, 100%, 18 months is frustrating. It's helpful you've made a post. If someone with similar issues searches for it, they may find this and not cash out for service for what turns out to be a software issue.

[Piper123]

Until Samsung or their trusts agents attend to see what the issue is, how can you expect them to diagnose it?

Once an electronic device is out of warranty, call out fees are standard across the world.

Good news though. The update solved your issue.

[woody16]

What are you on about? Do you understand the conersation?

[woody16]

😂there was no issue with the hardware! Does that make it clearer?

[Piper123]

I understand perfectly.

You bought a device with a warranty (usually a year)

18 months later there was an issue with a pink/purple screen.

You contacted support who advised the device is out of warranty and offered to arrange a repair at your home. The call out cost would be £75 and, before the engineers saw the device to investigate the issue, an estimate of £180 was provided to give you an idea of cost (presumably to replace the backlight if required). The Support Agent on the call would not have been able to 100% be sure what the issue was so was trying to be helpful to give you an indication.

At it happens you then received a software update and that resolved the issue. Happy Days.

So yes, for a device out of warranty, a call out fee is standard across the world. In this case, £75 advised. Try calling out an electrician when there is an issue with your electrics that you yourself can't fix and needs investigating. They will almost certainly charge a call out fee, same as a plumber by way of examples.

So as your device is out of warranty, a call out was offered but ultimately wasn't needed as a software fix came in in the meantime.

YES I DO UNDERSTAND AND SUGGEST YOU TRY BEING A LITTLE MORE POLITE. THIS IS A CUSTOMER TO CUSTOMER FORUM, YOU ARE NOT TALKING TO SAMSUNG STAFF HERE AND EVEN IF YOU WERE, BEING POLITE GOES A LONG WAY.