Faulty Tv after 6 Months!

[Saffy1]

Bought TV from Ao.com, 65 Inch Samsung, had TV for 6 months, screen Issues in Dec, engineers came and took TV away for 3 weeks and returned it a few days ago, stating fault was a screen issue. Screen replaced. Now after 3 days the entire screen is all jazzed and pixlated! not happy. Got 2 young kids and need it sorting. Spoke to Samsung who have to again get another engineer out to fix! why can you not replace the ***** thing! 

You have tried to fix it and it faild

[AndrewL]

@Saffy1: It is certainly regretful that your display issues were not resolved with the initial engineer's visit. Please be advised that our warranty is repair based, therefore we will always endeavour to repair a device if it is viable to do so. Alternate resolutions such as replacements can only be offered at the discretion of the assigned engineer, if the device is deemed to be beyond repair within the warranty period. I absolutely understand that this is not ideal, and apologise for any inconvenience this may cause you. 

[Piper123]

Hey there and welcome to the Samsung UK and EU Community Customer to Customer Forum

As you bought the device from AO.com, your contract is with AO not with Samsung (this assumes you are in the UK).

Therefore you should be contacting AO not Samsung. Depending on AO's policy, they may repair or they may simply replace.

@AndrewL the Consumer Directive 2015 is clear about this area. During the sellers warranty period, it is their responsibility to resolve, not the manufacturer 👍

[lminvti]

Hi @Saffy1 and warm welcome 👋

It's long but as it states:

"Consumer Rights Act 2015: This UK law states that goods must be of satisfactory quality, fit for purpose, and as described. If your TV fails to meet these standards, you have legal rights against the retailer.
* Retailer's Responsibility: The retailer is the one you entered into a contract with. They are obligated to ensure the product you purchased meets the required standards.
* Repair or Replacement: The retailer typically has the first option to repair or replace the faulty TV.
* Involving Samsung: In some cases, the retailer might involve Samsung for repairs, especially if it's a technical issue. However, the retailer remains responsible for coordinating the resolution.
Steps to Take:
* Contact the Retailer: Explain the fault and request a repair or replacement. Keep records of your communication.
* Understand Your Rights: Familiarize yourself with the Consumer Rights Act 2015 to understand your options.
* Escalate if Necessary: If the retailer is unresponsive or unhelpful, you can escalate the issue to a consumer protection agency like Trading Standards."