Samsung TV - Right to return or refund

[admin_exported]

I purchased a Samsung UE46B8000 in Feb and had problems with it from ther start, the company i purchased it from managed to locate one and exchanged it. I am now having similair problems with this TV (i received it in md march) I am wondering if i have any rights to send it back and buy something else.

The problems i have had are as follows
First TV
1. Contamination in Bezel
2. Motion Blur
3. Loose HDMI - not just connection the actual HDMI connector of the TV.

Second TV
1. Bad Blur - worse than the first
2. When screen is dark there are triangles all around the sides of the screen - i suspect this is the edge lit part of the TV.

I have had a number of flat screen tv's namely Panasonic and this although it looks awesome the quality is the worst.

 

[bigboss]

Check this article which will give you a useful insight on the laws related to your problem.

If your TV is 'not fit for purpose', you are entitled to a full refund, although the motion blur can be corrected to a good extent by tweaking the settings a bit, or having the TV professionally calibrated.

 

[Anonymous]

The engineer has been out today and told me they will fit a new screen and a motherboard/processing board.

Surely that cant be right.

 

[Andrew Everard]

That only really leaves the casework - can't imagine how that's a cost-effective repair.

 

[6th.replicant]

mark8par:The engineer has been out today and told me they will fit a new screen and a motherboard/processing board...
If it's any consolation, if the latest fix doesn't work, then - according to Trading Standards/Consumer Direct's (TS/CD) rules-of-engagement - the retailer/manufacturer have had their chance to repair your TV and you will then be entitled to a refund.

In effect, they will have backed themselves into a corner because there's no explanation other than that the TV has a design fault. Ergo, it's 'not fit for purpose'.

I speak from experience, due to recently going through the same process - having taken advice from TS/CD - re a Philips TV.

Hope all turns out well for you.

 

[matthewpiano]

mark8par:
The engineer has been out today and told me they will fit a new screen and a motherboard/processing board.

Surely that cant be right.

That is absurd. Repairs such as that usually cost more (with parts/labour) than the trade price of a new TV.

 

[6th.replicant]

matthewpiano:mark8par:
The engineer has been out today and told me they will fit a new screen and a motherboard/processing board.

Surely that cant be right.

That is absurd. Repairs such as that usually cost more (with parts/labour) than the trade price of a new TV.
Hmm, rather begs the question: what is the actual 'cost' of the components?

 

[Andrew Everard]

Well, the latest industry analysis suggests the ex-factory cost of a 32in LCD panel is in the region of $200, so I can only assume a 46in screen of either kind would be considerably more expensive.

Then there's shipping, the labour costs of an engineer to strip down the TV and fit the display and motherboard, which has got to be at least an hour at - let's be charitable - £50 or so an hour (and probably more), plus the time the engineer spends going to/from the job, doing the set-up after fitting the components...

Personally I'd suggest that having given the shop one chance to put it right (with the replacement set), and with the engineer having confirmed that the new one is faulty (otherwise it wouldn't be about to be repaired),you are now within your rights to reject the TV and ask for a refund.

Up to you of course, but I'd suggest a conversation with your local Citizens Advice people - find your local branch here - and a phone call saying you are rejecting what is after all only a three month old set, followed up by a confirmation in writing.

Keep it polite but firm.

 

[6th.replicant]

Andrew Everard:
Well, the latest industry analysis suggests the ex-factory cost of a 32in LCD panel is in the region of $200, so I can only assume a 46in screen of either kind would be considerably more expensive.

Then there's shipping, the labour costs of an engineer to strip down the TV and fit the display and motherboard, which has got to be at least an hour at - let's be charitable - £50 or so an hour (and probably more), plus the time the engineer spends going to/from the job, doing the set-up after fitting the components...

Take your point(s), although when an engineer visited my home (in '07) to replace a Samsung LCD's panel I was amazed by the alacrity of the process: a mere flurry of electric screwdrivers, unclipping and re-attaching - he was in-and-out of the front-door within 20 minutes. Gadzooks!

Henry J Ford would be proud (albeit non-too-keen on a TV of non-WASP origin, allegedly).

 

[Andrew Everard]

Indeed, but they charge by the hour...

 

[6th.replicant]

Andrew Everard:Indeed, but they charge by the hour...

Or by the day, which when divided by the number of households visited during a working-day must compute in some shape or form (of creative accountancy)?

Or perhaps Samsung are merely going through the process of honouring Trading Standard's one-attempt-to-repair rule, apparently taking a 'hit', but in reality the cost is actually already factored into the overall price of each model range? Otherwise, as you initially suggested, it sure doesn't add up.

 

[Anonymous]

Well, i spoke to the retailer today who has been speaking with samsung but they appear to be getting nowhere. I have been advised that due to the tv now not in production the best they can do is repair it. I am not too happy about this and am starting to feel like i am being pushed into a repair when in all honesty i have fallen out with it. In my mind if its faulty now what will happen if the tv becomes faulty in 2 years, i know i have consumer rights but i would rather just pick another set and move on.

 

[bigboss]

That's utter rubbish! You're entitled for a replacement with an equivalent model if that model is no longer in production. Consumer law is very clear in this regard. Remind this to your dealer.

Otherwise demand a refund.

 

[6th.replicant]

mark8par:
Well, i spoke to the retailer today who has been speaking with samsung but they appear to be getting nowhere. I have been advised that due to the tv now not in production the best they can do is repair it. I am not too happy about this and am starting to feel like i am being pushed into a repair when in all honesty i have fallen out with it. In my mind if its faulty now what will happen if the tv becomes faulty in 2 years, i know i have consumer rights but i would rather just pick another set and move on.

Mate, put your mind at rest by calling Trading Standards/Consumer Direct: 08454 04 05 06

They will explain the process of formal letters etc. As mentioned previously, I had similar problems with a Philips TV, but with Trading Standards/Consumer Direct's advice I returned it for a full refund.

IME, and as Andrew E also advised, it pays to be firm AND polite when dealing with the retailer.

Good luck.

 

[Andrew Everard]

6th.replicant:Andrew Everard:Indeed, but they charge by the hour...
Or perhaps Samsung are merely going through the process of honouring Trading Standard's one-attempt-to-repair rule

I think they honoured that when they replaced the TV. It's gone beyond that now.

 

[Andrew Everard]

bigboss:
That's utter rubbish! You're entitled for a replacement with an equivalent model if that model is no longer in production. Consumer law is very clear in this regard. Remind this to your dealer.

Otherwise demand a refund.

And if you bought it on plastic, get the credit card company involved, too...

 

[Anonymous]

Thanks for your replies.

 

[Anonymous]

Andrew,

I meant to ask, if i am to replace this set what set would you recommend.

It must be 46" (wife will not goto 50" no mater what i promise her).

I have been looking at the LG 47LE8900, Samsung UE46C8000 (not sure if i could buy another samsung though), Sony KDL 46EX503 (Winner from your review) not sure about this one as i am thinking if i was to spend a bit more i might get better technology etc. Are there any others you could think of?

 

[Andrew Everard]

Of the ones you've mentioned, and we've reviewed to date, I'd probably go for the Sony.

 

[Anonymous]

Thanks Andrew,

I appreciate what you are saying but if money was not in the equation what 46" TV would you pick.

 

[Andrew Everard]

To be honest, I'd still be trying to track down a Pioneer 50in. Still not seen anything else as good, and it really isn't that much bigger than a 47in.

 

[Anonymous]

and the closest thing to a kuro that you can get at 46in is a panny 46g20 , if you want plasma , not as good , but very good ..

from the other tvs mentioned , the samsung is 3d , its the most expensive , but may be worth the extra cash just to be somewhat future proofed ...

 

[Anonymous]

How does the samsung 3d compare with the previous model UE46B8000 in general.

Is the Samsung HDMI 1.4 and is it full LED, i have looked on the website buts its not clear

 

[Anonymous]

i wouldnt think theres that much of an improvement over the b8000 , as reviews suggest , but the b8000 was excelent anyway..

if by full led you mean rear led then no , the samsung is edge led , and it is 1.4 spec hdmi enabled , but you can use older cables unless you want to connect a 3d bluray player ...