Samsung breaching customers consumer rights

[Magmax01]

Hello, 

I wonder if anyone has gone through the same issue i am experiencing with samsung and resolved it?

I bought a tv just under a year ago from the Samsung online shop in the uk which is the Qn95a.

This tv suffers from the intermittent black screen and audio drop out that many other owners are experiencing when using the hdmi ports.

I contacted Samsung regarding this and they sent an engineer who couldn't fix it but as the fault never occurred when they was here they said the tv is fine.  I sent samsung more proof of this issue and they sent out another engineer who also said the same thing but the problem still exists.

So i rang samsung again and told them that under my consumer rights 2015 as they have failed to fix the tv i am entitled to a refund/replacement set and they said no because they are the manufacturer  the tv can only be repaired again under warranty and they also told me they are nothing to with the online samsung online store and i need to talk to the shop for the refund or replacement set. So i rang the online shop and the shop puts you straight through to the manufacturers online support which in turn will only look at the tv under warranty repair. I rang the store again and told them not to transfer me to the manufacturer but again they don't listen and put you back in contact with tech support... I was on the phone for over 3 hours last week trying to get to talk to someone from the online store.

What samsung is doing is illegal and breaking the law by ignoring their customers rights 2015.

Has anyone got through to talk to samsung complaints department  or to someone who will actually help.

My only next step is to contact Trading Standards and to take them to the small claims court which i should not have to do. I will never buy another samsung product again.

All i ask for is a tv that works. 

[scoundr3l]

If its any consolation, I feel your pain.

I bought a Samsung 65" QN94A this August 2022 and there is a clear problem with the eARC not being able to output Dolby Digital from apps such as Netflix, Prime, Disney etc.  Samsung even acknowledge this:

https://www.samsung.com/us/support/troubleshooting/TSG01216249/

I spent the best part of over 50 hours on the phone over a 2-3 month from the September 2022 period testing and trying to get the tv replaced or fixed. The best they could offer at the end was a £20 Amazon voucher.  I was so exhausted at the end that I accepted it as compensation but the fault still remains after multiple firmware updates.

I will be pursuing this again shortly as the retailer is no help and simply points to Samsung, also how would they fix it?  The retailer is a small bricks and mortar shop that's been there for 20+ years in my town and while the owner was helpful during the sales process the after sales he can be thorny to deal with.

Samsung support in Manila and where ever else they exist is useless.   The first line are hit and miss in terms of their technical knowledge and it always starts with a remote session to 'test' settings.   Its almost comical to watch.  They also don't always follow up with call backs etc as I experienced.

I finally got through to 2nd line UK support team but I feel that Samsung know this is an issue with 2021 TVs and are silently not acknowledging it.  I see some sufferers have had the issues fixed with a main board replacement but this again is very rare.

There must be something that can be done to take them to a small claims court to get his resolved.

Without proper functioning software these TVs are just empty shells.

[giv007]

I am experiencing the same problem with the tv that l have bought on samsung online..these days the tv began switching on and off itself ..this is the 3d problem within the 2 years and 2 month since l have bought it ...and trying to solve with samsung by changing the tv completly but they instead are asking to pay for repair..l want take samsung under court

[QE55QN700ATXXU1]

I have a  problem of the tv turning itself off and on again after 6 months of purchase. The tv is a neo 8k 2021 version, i spoke with Samsung and  indicated my preference was a refund as I did not wish to keep hold of a very expensive tv that requires repairing in such a short period . Samsung have refused but willing to repair as it’s within the one year Warranty.

if this problem is a known issue and that’s what it appears to be than Samsung should be replacing the tv with a new version or refunding the cost.

[1nfinite]

I am having similar issues with my latest box & they waste your time with countless emails, complaints & time spent talking to their robotic staff on the phone bless them.

Not like is that hard for them to send out a new one connect box to try, but they wont even do this.

I will not buy their products again after this.

[FYouIlluminati]

Mine is QE55Q700TATXXU which also a neo 8k tv and mine has broken down for the 3rd time with the exact same problem as yours! They're refusing to help me in any other way other than getting a repair.

[Basherwalls]

Also in the ‘Samsung Loop of Death’

75” Samsung AU9000 and backlight burnt out. Tv just under two years old and warranty was only one year.

consumer rights act 2015 has our back with the retailer…

not if you are Samsung.

four days now of going around in a loop…

retail online don’t want to talk to me as it’s a ‘technical issue’

tech team don’t want to talk to me as it’s a customer rights act 2015 claim.

so ring one, get transferred to the other team. Then they pass the problem on to the other team. Wash and repeat.

joke…

if this was a brick and mortar store like Argos - they have simple choice.

28 days to fix issue or replace with like for like product.

the law is clear - reasonable life of a TV 4/5 years. Samsung TV’s they seem happy that over £700 gets you One year.

watchdog might be the answer me thinks.

[KyleKeighley]

They're doing the same with me, had an issue with pixel death, sent off over a month come back still faulty and in a poor state. They want me to send it back off and I have refused to send it back to the same company that I feel have destroyed the TV it will never be in the same condition again but they're saying I'm only covered for replacement or refund for 6months. They're breaking consumer rights and I've served them 14days legal notice. I will have to take it to small claims. Has anyone else had any success with this?

[Ajr97]

Having the same issue myself, I purchased a tv in July 2021 with a 5 year warranty. It shows as registered on my account however they say it wasn’t registered so warranty is void. Citizens advise have told me consumer rights 2015 - the retailer (Samsung shop) should  offer a free repair or like for like replacement upto 6 years old which they refused, I then rejected goods as per customer rights which they declined, I am now taking them to small claims court 

[mazk]

Hi how did you get on in small claims ? I am also taking this action against Samsung for a faulty useless phone which cost £1600