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My consumer rights ? Help

Discussion in 'Plasma TVs' started by Fontie, Sep 6, 2005.

  1. Fontie

    Fontie
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    About 3 weeks after getting my Samsung 42s5h i bought a new dvd player plugged it into the sammy via hdmi and all i got was a blue screen I then took the dvd player to Comit asked them to hook it up to a Sammy via hdmi saying i wanted to see PQ this they did and it worked so that proved dvd player was ok. Then I phoned DigiUK where i got the Sammy from they said as I hadnt got the box i would have to contact Samsung direct to get it repaired this I did and i got a phone call from JK audio saying they would collect it for repair this I arranged for the 23rd Aug as i was on holliday the next day for 2 weeks I phoned JK 3 times whilst away to be told 1, Its on the bench 2,The hdmi port is defective and awaiting part 3,Its being soak tested no fault can be found. I phoned JK to-day im back home now to be told its on the bench being soak tested I said you'v had it now for 2 weeks ohh hang on I was told let me speak to the engineer then was told no fault found but they were going to change the hdmi board anyway and it would be next week before it could be done. I was tired, and taken aback by the reply and just said i wasnt happy and would phone to-morrow. I phoned Digiuk this PM but they just dont want to know and say contact Samsung if your not happy. The more I think about this the more unhappy im getting. Where do i stand legaly what should i do. Help please
     
  2. MAW

    MAW
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    How did you pay? Digi UK might find that the finance company/credit card co. could get heavy with them if they fail to satisfy. That's your best course of action though you will have to bear with the screen repair, find out if it works. I daresay if it comes back working next week you will feel OK. I don't think there is aything you can do until you see it again.
     
  3. nicke20

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    sadly you warranty is with the retailer. normaly a nudge from trading standards helps as a last resort, you have to use your local ts not the one local to the retailer. As a retailer we often offer to go to trading standards for advice for the customer and agree to honour the advice given. Trading standards is there to protect the retailer as much as the customer.
     
  4. Fontie

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    So basically im stuffed and have to wait untill it comes back from repair ?. Is it normal to change a component in this case hdmi board if as JK audio say they cant fail it, I looked at it and could clearly see 2 pins that had been pushed to the rear of the port. How long should I give JK audio to repair it what if i phone next week and they say waiting for hdmi board phone next week ?

    thanks for your help
     
  5. gizlaroc

    gizlaroc
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    Search the threads, someone else had the same fault on their hdmi input, not sure if it was the same screen though?
     
  6. bazlion

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    Hi.

    This is the reply I received when enquiring about such an event of failure within eg the first 28 days.

    http://www.tvandvideodirect.com/page.php?jssCart=ace4bb262fbcfd971f4614cf4836e492&xPage=terms.html



    Our terms and conditions are available on the link above.

    With regards to the main point of your enquiry:

    If the product develops a fault within 30 days you are legally entitled to a refund or exchange, after the 30 day period a repair would be applicable.



    Regards
     
  7. Fontie

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    I bought and connected the dvd player probably just either inside or outside the 30 days. All i can hope for is that the hdmi board they JK audio have orderd turns up as they told me end of this or early next week. trying to watch a little 14 inch portable tv is driving me mad and my wife isnt a happy camper. How long is considerd acceptable for a repair to take. Can i do anything if this goes on for weeks/months because say they cant get the part ??
     
  8. Fontie

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    How long is reasonable for a repair to take ?. It will be 3 weeks to-morrow that i have been without my telly I phoned the repairers to-day and they are saying they are waiting for a hdmi input board from Samsung. Im starting to get really pee'd off with this now. watching a 10" portable is doing my head in and im getting it in the neck now from my wife. What can I do here.
     
  9. gizlaroc

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    I would call trading standards, get them to get you a refund, it has failed in an unreasonable amount of time, and they have not repaired it in a reasonable amount of time either if they haven't left you with something.
     
  10. MAW

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    That may be the crucial point. If they'd loaned you a screen, even say just a mildly tasty LCD, 26" or something, they'd get away with taking far longer, and of course if you thought they were really trying to please you, you wouldn't be talking like this. It costs money to do this for the shop of course, it's one of the things you pay for if you buy from a local specialist instead of a net box shifter.
     
  11. Fontie

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    The plasma is now being classed as unrepairable :eek: by the repair place because they cant get a replacement hdmi input board. They have faxed over a report to Samsung saying this. I phoned Samsung this-morning they have the report and say it will take 5 days for them to consider it and authorise a replacement tv. I'll give it till Monday then phone Samsung again and if they wont give me a firm delevery date then TS here i come i will be looking for my money back by then 4 weeks without a plasma i only had for 5 weeks is enough. Ive had enough of this now :mad:

    Forum seems really slow to-day with frequent time outs
     
  12. tim k

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    IF your repair is being carried out under your Samsung warranty - at a Samsung authorised centre (JK Audio??) then Samsung should have offered a replacement screen if they take the duff one away, especially that its so soon after its birth. I would have demanded that on the spot. I used to have a pw6 and Panasonic offered me a replacement if they had to repair within the first 12 months of warranty. Very bad CS from Sammy.

    I would ring on monday and demand 1) replacement untill full as new repair. 2) brand new replacement

    I would then file a claim for inconvenience of your family. In my eyes you should be entitled to atleast 10% of the purchase price for the trouble they have put you through.

    The fact that the authorised repair centre (JK) say that its unrepairable is unacceptable. The only problem you have is proving the hdmi board was bust when you bought it. They could easily turn around and say you just put the connector in the wrong way round and defected the port. In that case its your word against theirs.

    If you say you noticed 2 mins bent then you should have checked over the screen when you first got it, and i wouldnt have accepted a screen in such state.
     
  13. Fontie

    Fontie
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    And this still drags on. Samsung customer service is non existant they have lied to me promise call backs that never happen put the phone down on me and have a "well i dont really care attitude" The woman at the repair place on the other hand has been brilliant but even she with all her contacts at Samsung was getting no where fast with them. They gave her 3 different part numbers for the hdmi board 2 of which didnt exist and the 3rd had no eta for its arrival in the UK from the far east promised call back and the run around from on department to another. I spoke to her yesterday and she was just lost for words saying that no one at Samsung is even phoneing her back now. Anyway she once again phoned them to be given yet another part number which is in stock and should be with them on Monday assuming it is the right part i should have my telly back next week. This would be over 5 weeks to repair a tv that should have been just exchanged by DigiUK but because i didnt keep the box was refused outright and told to phone Samsung. This whole episode is a joke and i will never ever have another Samsung product in my house but i dont supose for one minute Samsung would care about this either.
     
  14. gizlaroc

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    If a product is faulty you do not have to keep the packaging to get a full refund.

    Have you called Trading Standards?

    They would have sorted it for you in 24 hours. Do it now and get a refund before the repair, it is not even like it is an awesome TV when they are working.
     
  15. dickst3

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    did you pay by c/card?

    if so, i would go down that road - the card company are equally responsible.
     
  16. Fontie

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    Suprise suprise the part did not turn up. I phoned trading standards, and per them I have writen a letter to Digiuk stating they are in breach of the sale of goods act 1979 the tv not being fit for the purpose and i now reject any repair/replacement and want a full refund plus compensation for the many many phone calls and and given them 7 days to respond. I also phoned the cc company but they dont want to know saying i didnt take out the protection plan. I'll be checking this with ts latter.

    So now the ball is firmly in Digiuk's court and hopefully they will do the honourable thing and refund me.
     
  17. gizlaroc

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    I don't know why digiuk are being so difficult, they would just get a credit on the plasam anyway.
     
  18. MAW

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    Not from Samsung they won't. The rights of a retailer against a supplier are very different, we can't just pop down to trading standards. Suppliers usually won't credit you unless the thing is DOA, faults which become apparent later are fixed, leaving you with a used screen in this case, all for £50 profit on the deal, then you sell the screen as B stock, 20% off. Unless you are a shifty B.. of course.
     
  19. gizlaroc

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    Ouch! :(
     
  20. Fontie

    Fontie
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    Surely this could be argued that it was doa as i only found the hdmi to be defective when i purchased a new dvd player with hdmi and tried it
     
  21. Jim_Fear

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    Yeah but then they could say that you damaged it, if no fault was reported up until you tried installing the player and noticed the bent pins then they could put it down as your fault for now being careful with the cable. I dont think they would offer you a refund if im honest and probably just get it repaired for you as technically the screen was working on arrival
     
  22. Fontie

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    I am just so pee'd off with this. I dont earn a lot of money and saved hard to be able to get a plasma. Finally got the money to-gether and now i have to go through this. Digiuk so far have not replied to my letter so this means per TS i have to send them on Wednesday another letter reminding them to reply and giving them a futher 3 days or i will be taking legal action and they Digiuk will be liable for any costs.

    The repair company phoned me yesterday morning saying the part had arrived then phoned again in the afternoon saying sorry they have sent the wrong part. Samsung are a joke trouble is im not laughing.

    As for the sugestion that it may have been me that broke the hdmi All i did was plug the cable in and according to JK Audio its the board that has a fault not the socket as i first thought.
     
  23. stevelup

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    Hi - this is blatently incorrect. There is no way your credit card company can decline to get involved. It's set into law as part of the Consumer Credit Act.

    Which CC company? And what exactly did you say to them?

    Steve
     
  24. Not A Clue

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    :lesson: i must make sure i keep the box and packaging to my av stuff :lesson:
     
  25. tscotsman

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    Yeah im going to flatten my box somehow and stick it under the bed if i can. Definitely need to keep it for at least a month or two, just in case.
     
  26. Fontie

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    You are correct I phoned the cc company and stated that ts had said they were equaly liable they got interested and asked i send receipts and details.

    AS for keeping the packaging this was a lie on Digiuk's part. In ts talk it is unreasonable to keep packaging. Sale of good act 1979 as amended last year goes even further saying that if a defect becomes aparent you can get your money back even after 6 months and is up to the retailer to proove product isnt defective
     
  27. MAW

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    Alternative :lesson: Buy your stuff from a reasonably local specialist, ask about his after sales policy, and buy only known reliable brands! :lesson:
     
  28. Fontie

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    I cant spell it but...Hiend sight is a wonderful thing
     
  29. MAW

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    Keeping the box is a 'good idea' though folk like Panasonic send a guy round with a flight case these days. If anyone ever needs a box, I have 10 or so in my store! All Pioneer and Panasonic ones though.
     
  30. Fontie

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    Digiuk came good at last and have refunded my credit card the full amount this evening :clap: It took a second letter thretening legal action and posibly a push from my cc people but i got refunded. Now the search again for a new plasma I might go for the PW8.

    Thanks to all for your advice and suport
     

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