View attachment 1342551thin horizontal line ,,,,(colour not relevent) going through the head of player number 6
It's not at all unreasonable for them to reject this photo - its extremely poor. You need to do more preparation, and send them a much better illustration of the problem.
1) Find a very good example of the problem - see what makes it stand out the most (dark on light, light on dark, different colours etc). Also try adjusting the contrast and brightness controls on the TV to make it stand out.
2) You are heavily reflected in the screen. Close the curtains, adjust lights etc, to minimise reflections as far as possible.
3) Make sure you hold the camera perfectly still and ensure you obtain good focus, so you get a sharp image. You may find it easier to take a burst of photos, and then pick out the best one.
4) Try taking a macro-shot (close-up) of the pixel structure around the line, as well as the wider photo, which will help demonstrate the issue.
3) You don't need a DSLR camera. Any half-decent smart 'phone is fine.
When things go wrong with a purchase, you need to be able to provide 'proof of purchase' - you don't have to provide a receipt.
Providing your online order details are linked to your address, there shouldn't be an issue. I'm assuming you received a confirmation of order via email? Are they saying you haven't provided the correct order details?
As mentioned by others, your sole contract is with the company that SOLD you the product. Not the manufacturer or anyone else. Your rights are protected by law, and the SELLER has to supply you with a product that it fit for purpose. If it's not fit for purpose, they have to make it right, at their expense.
The seller has to take 'reasonable' steps to rectify the problem (via a repair or other means) - they don't have to give you a new TV.
It's worth reading about your rights, so when they try and fob you off, you know where you stand. If you don't get anywhere, the threat of the small Claims Courts can be really helpful.
Please
EVERYONE: use a CREDIT card when buying anything over £100, not a DEBIT card, so you are 100% protected by your credit card company's payment protection scheme (covered by section 75 of the Consume Credit Act). It protects you from non delivery scams, damage & faults, or from companies that simply won't refund you or go bust (including holiday firms).
I'm constantly surprised by the number of people who still buy high value items using a Debit Card.
Regards,
James.