QN900B failure, warranty rejection, one connect dead

[DrJC83]

Dear all, just trying to gauge if mine is an isolated incident or part of a wider issue.

My 2022/2023 75inch 8k QLED TV suddenly died last week, 18 months old. It was advertised as having a 5 year warranty, which I duly went online and registered (or so I thought). The One Connect box is completely dead, and I have tried many options to try and confirm this.

Samsung claim I did not register my warranty in the correct place, so are denying the 5 year warranty. I am told my tv is out of warranty so will need to pay myself for repairs.

Few issues - (I) the tv was the flagship model of 2022/2023, it should not have failed so early.

(ii) the one connect box seems to be at fault here - is this a common issue and part of a wider problem? Searching online, there does seem to be issues at play.

(iii) is the process of registering the warranty poorly laid out/lacking proper instructions, to catch people out unduly?

Interested in others’ experiences. Thank you

[johnz237]

Hi! Welcome to the Samsung Members community!

No, it absolutely shouldn't die so soon.

On these forums, I haven't personally seen the issue very much. But this is based on the forums.

Some have reported issues with it, but I personally find it straightforward. But I do read absolutely everything.

Maybe email shop.uk@email.support.samsung.com.

Do independent research on these:
* Note:
* Remember the Consumer Rights Act
* Citizens Advice
And if bought via credit card, Section 75.

[Glenntech]

Warranties can be dependant on what retailer has as part of a promotion.
If you purchased from a participating retailer, they really should advise on where you need to register.
5 year warranty may have been a particular promotion during a set time.

You are right in that it should have lasted much longer than it has.
I don't know it you are in the UK. But there the consumer rights act 2015 means you can have certain rights about faulty goods. Even if the warranty has run out.
https://www.citizensadvice.org.uk/about-us/information/the-consumer-rights-act-2015/
Goods need to be of satisfactory quality.

It's worth contacting the retailer to see if theres anything you can get sorted.

As if its nothing that has been damaged and it's a manufacturing fault, they should st least look at this.

Sometimes I find thecsite below to be helpful
https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/

[DrJC83]

Thank you, helpful. I registered the TV online on the Samsung.com website “product registration” and in good faith thought this was registering my warranty, on the day I received it. I wasn’t provided with any information to the contrary or a website where I should’ve registered the warranty. I have invoked a Section 75 via my credit card company, but am not particularly hopeful. I think the level of service is terrible to be fair, and can’t believe Samsungs flagship would fail like this before even 2 years old.

[johnz237]

Absolutely shoudnt break so soon! I absolutely agree. Section 75 makes not only the retailer but the credit card company responsible! As long as you have all purchase details and records on hand I dont see why the section 75 would fail.

[DrJC83]

Thank you for replying. I am in the Uk. I registered the product on the Samsung website, for what I thought in good faith was the 5 year warranty. I was not provided with any information on a special website to register for the promotion. I provided Samsung with the evidence that I registered the product and the participating retailer. The retailer was Marks Electrical, who essentially say on their website they don’t want to know if over 30 days since purchase, and point to the manufacturer. Samsung have said that I registered on the wrong part of the website, so will not honour the 5 year warranty.

Beyond disappointing for a £3000 television. I have invoked a Section 75 via my credit card company but don’t hold out much hope.

[DrJC83]

I’ve never really had to invoke my consumer rights like this, but annoyed at Samsung as I clearly registered the product, with good intention of receiving the 5 year warranty, but in the wrong part of their website. I jumped through the wrong hoop unfortunately and seem to have been stung

[Glenntech]

Yeah the retailers always say stuff like that to put you off.
They are the ones that supplied you with the goods and they can't brush you off like that.
Partly why the consumer rights act was brought in because of things like this.

Unfortunately because of the many promotions running, you have to very carefully read things like the terms and conditions.
Contact the shop team for assistance if needed.
I fell into this once. Not with Samsung but another manufacturer.

But Section 75 could well come to your rescue if you paid by credit card

[JitMondo]

Saw you like my post, I have the same issue dead one connect and the same set as yours, albeit 65 inch. Samsung don't care clearly got fobbed off my set is under 2 years old and I'm still paying for the thing

[DrJC83]

It’s painful - never had a TV fail like this, and I thought I had a 5 year warranty, only to be told I jumped through the wrong hoop to register it. I have triggered a Section 75 with Amex, let’s see what comes back from that, but it may take many weeks. The one connect definitely seems to be the problem - no light on the optical port - looking online, people seem to have issues with their TVs who have similar one connect boxes (series 800/700, even more recent model years), but Samsung have been really difficult and made each box proprietary to each specific tv and size of tv, so not straight forward to replace either. I can hear a faint humming/buzzing from the box, but no other signs of life.

Do update if you find any solution.