PRC Direct - ignore requests to refund (Resolved/Refunded)

Waynej

Distinguished Member
Joined
Oct 4, 2004
Messages
10,313
Reaction score
2,065
Points
2,248
Location
Wales
Update 26/8/18: I've made a new post below updating the situation in more detail. This looks to be resolved soon. PRC Direct have collected the TV and agreed to refund me. They were telling the truth about uplift numbers, as in the end Samsung did supply me with this.

Has anyone else had issues with this company? I have discussed a bit on these forums in the Samsung TV thread regarding my faulty purchase from www.prcdirect.co.uk

I get the impression I am being flat out ignored now. Having a quick Google this morning I found this old AVF thread which has sent the alarm bells ringing. PRC Direct issue resolved

I have been onto Citizen's Advice, they surprisingly have suggested that PRC Direct has commited a criminal offence by not supplying me with a letter or email that states I have a right to reject the goods.

Samsung originally advised I can get a refund from PRC Direct under consumer rights should I not wish to pursue with further repairs on a newly purchased TV.

The short and bitter story is that I purchased the Samsung KS7500 TV from www.prcdirect.co.uk and it arrived with marks on the screen. They were originally trying to get me have an engineer look at it but after a week of emails and phone calls PRC Direct eventually replaced it.

The replacement also had marks on the screen and a torn protective bag over the TV, but not as bad as the original order. I pointed this out within the first 7 days of receiving it. They just offered cleaning advice, there was no mention of a right to reject even at this point (nor did I ever receive any paperwork or emails about this).

After dozens of emails with PRC Direct and a few chats with Samsung. PRC Direct's only option to me was to have it repaired. I currently have 2 invoices for repairs now and still have the same fault. All in all I have had 1 replacement followed by 2 engineer invoices for repairs.

PRC Direct's stance is that they require an uplift number from Samsung and then they will collect and refund the TV. Samsung tell me this is not right and that they only supply uplift numbers to Currys/Dixon's, and even then only within 28 days of purchase.

The Consumer Rights Act 2015 makes no mention of uplift numbers. Citizen's Advice suggested I make my complaint more formal and send them a written complaint letter using their template, and reference dates of emails that I reported these issues.

I did just that. They have had the letter for a week now and I still have yet to receive a reply, although I did give them 14 days as was suggested in the template letter. Needless to say I am not feeling optimistic.
 
Last edited:
Threaten with small claims action.
Photocopy the form and send PRC a copy but don't send it yet.
Send by recorded delivery and give them 7 days to comply!
 
Threaten with small claims action.
Photocopy the form and send PRC a copy but don't send it yet.
Send by recorded delivery and give them 7 days to comply!
Yeah, this is on the cards. CAB recommends I try a few letters first just so if it does go to court that I can show that I have at least tried to resolve it out of court.

I don't want to wait around and waste more time, it's been over 6 months already. Emails have been frequent since January to PRC Direct (following failed repairs in November) with me seemingly talking to a brick wall.

If I don't get a reply within the already given timeframe (so 1 week left) then I will try CAB's other recommendation of an online dispute resolution. I was told to ask PRC Direct if they are a member of one of these already, I have asked twice in email and they never answered the question, so I am forced to follow CAB's link and see if I can get a third-party to intervene. Failing that then it's the small claims court.

I just can't get over the cheek of it, blatantly trying to fob people off and constantly pass the buck back to the manufacturer.

In no way am I happy to stick with a faulty TV. Sure, I could persist with repairs, but I've had a replacement followed by 2 repairs, and naturally my concern is that once I get past the 12-mth window I will then be stuck with a faulty product and potentially caught in an inconvenient repair loop with the third-party extended warranty company. I paid good money for a brand new fault-free TV, not something that's faulty.

I'm also rather shocked by Citizen's Advice suggestion that PRC Direct has commited a criminal offence by not informing me of my right to reject by letter or email, and furthermore annoyed that PRC Direct failed to point this option out to me when I complained about the poor condition of the TV screen just 7-days after delivery. I have not had a single letter/email or even invoice delivered with the TV.
 
Last edited:
when I complained about the poor condition of the TV screen just 7-days after delivery. I have not had a single letter/email or even invoice delivered with the TV.

Why did you wait for 7 days before complaining about it's condition?
Normally when you buy a product online you'd get a web invoice or confirmation of your purchase and payment emailed to you...are you saying you didn't get this?
If you paid by credit card have you contacted the CC company as they are jointly liable.
 
Why did you wait for 7 days before complaining about it's condition?
Normally when you buy a product online you'd get a web invoice or confirmation of your purchase and payment emailed to you...are you saying you didn't get this?
If you paid by credit card have you contacted the CC company as they are jointly liable.
I only noticed the bag initially being torn, the screen looked ok at a quick glance. It wasn't until closer inspection with light that I saw the marks - hence the delay. Tbh, while dissapointed this wasn't a big issue for me as it was still much improved over the first one, and bearing in mind this was out of stock everywhere else. Still, I believe they should have pointed out a right to reject though.

With regards to an invoice or right to reject, I expected an email, order confirmation or something. I got nothing and I have checked my junk folder too. I got an email from the courier and document in the post from Retra Care, the extended warranty company. Though nothing from PRC Direct, obviously I can sign in and see my order so wasn't concerned. It was CAB that made me aware that I should have received either a letter or email noting a right to reject.

I ordered by debit card and I have tried them as CAB also suggested this, but too much time has passed and they can't do anything. I think they said had I contacted them within 120 days they would have been able to do a chargeback.
 
Last edited:
It's getting close to the 14-day deadline now as stated in the CAB template letter. Not had so much as a letter back, phone call or email from PRC Direct regarding this as of yet.

I sent it recorded delivery as CAB suggested, so can obviously prove that they received it.

Not sure what to make of this situation. I was expecting a reply at the very least, even if it wasn't what I wanted to hear. I suppose I'll have to proceed with the next step and send another letter seeing if they will co-operate with a third-party online dispute resolution before having no choice but pursue in the small claims court.

I guess if they keep refusing to reply and I can prove they've received these CAB recommended letters, then it should be a simple case in the court should I really have to go that far.
 
If they don't respond then they are being unreasonable and will be seen as such by the court.
 
If they don't respond then they are being unreasonable and will be seen as such by the court.
Well it's been 17 days now and I still have not heard from PRC Direct. I am surprised tbh, CAB suggested making the complaint more formal by sending letters, so I would assume a response of some kind should be expected.

Has anyone else had experience having to write complaint letters regarding faulty goods, and come across a retailer that just ignored you?

I shall send a follow-up letter this week but doubt this will get a response from PRC Direct either.
 
Ooooooook, you've been more than patient. Are you prepared to go to the Small Claims Court?
 
Ooooooook, you've been more than patient. Are you prepared to go to the Small Claims Court?
It's not something I want to do, but we are talking of over £1,000, and I am not made of money to be stuck with a faulty TV. So yes, if push comes to shove, I can't really afford not to take it that far.

I am sure PRC Direct is probably hoping the inconvenience of going to court will just push me towards further repairs instead. My concern here is that I could potentially end up delaying this further and be stuck in a constant repair loop, which is something I'd rather avoid.

My biggest fear really is getting past the 12-mth warranty and still having a fault, and then relying on the extended warranty company to resolve future matters.

From my perspective the extended warranty is their as a peace of mind for future issues, if the product is faulty from purchase, and continues to be following repairs, then it doesn't bode well.

I didn't spend all that money on a TV to constantly have repair company's visit my home and have to move furniture around everytime something needs fixing.
 
Do they have a head office?

You might need an independent report on the TV the cost of which you would add to your claim.

Good luck
 
Do they have a head office?

You might need an independent report on the TV the cost of which you would add to your claim.

Good luck
I reported the fault just after 30-days, once I realised the issue was with the TV. CAB suggests as I reported the fault within 6-mths that I do not need to prove the fault, I should only need to do so had I reported the fault after 6-mths.

As for head office or a complaints department. PRC Direct do not answer those types of questions. Back when they were responding to emails I asked if they were a member of an Alternative Dispute Resoltion scheme, as suggested by CAB. They never answered the question.

All they kept telling me was that they will refund me if I provide them an uplift number from Samsung. They never changed the record from this. Samsung say they don't know what they're talking about, they only supply these to Currys within 28 days.
 
once I realised the issue was with the TV. CAB suggests as I reported the fault within 6-mths that I do not need to prove the fault, I should only need to do so had I reported the fault after 6-mths.

Probably right there!
 
If you have had one repair, under the Consumer Rights Act you have the right to a refund\replacement. Since you have had two repairs and you appear to still have the issue then you should since they are ignoring you got to Moneyclaims online which is the first part of the Small Claims Court. Presumably Samsung agree it still needs a repair in which case that's your specialist report you shouldn't need to provide anything else.

Ignoring you because of an uplift number has nothing to do your consumer rights.
 
If you have had one repair, under the Consumer Rights Act you have the right to a refund\replacement. Since you have had two repairs and you appear to still have the issue then you should since they are ignoring you got to Moneyclaims online which is the first part of the Small Claims Court. Presumably Samsung agree it still needs a repair in which case that's your specialist report you shouldn't need to provide anything else.

Ignoring you because of an uplift number has nothing to do your consumer rights.
Yes, the trouble is just getting PRC Direct to acknowledge this. I'll be posting out another letter in the coming days stating I received no reply to the first letter and will give them 7 days to reply, after which I will try to get them to co-operate with an Alternative Dispute Resolution, or Online Dispute Resolution, that CAB referred me to to try and intervene.

I'll also ask PRC if they believe the Consumer Rights Act 2015 does not apply, then to provide me the reason for this before this potentially escalates to a county court.

It's's not my intention to waste anyone's time, so if they know something that I do not, it's better I know now.

CAB also suggested I ask this, just in the event that it does go to court I can prove to the court that I have tried my best to resolve this out of court, and this should mean I am more likely to get PRC Direct to also pay the court fees back.
 
I am not sure what you mean by acknowledge, if they don't acknowledge it then you have a default judgement against them.

If you write a final letter stating your points and offering ADR, then you can't do much more. You then can claim for the TV + Fees + anytime you have to take off work to attend court.

MCOL - Money Claim Online - Welcome
 
Last edited:
I am not sure what you mean by acknowledge, if they don't acknowledge it then you have a default judgement against them.

If you right a final letter stating your points and offering ADR, then you can't do much more. You then can claim for the TV + Fees + anytime you have to take off work to attend court.

MCOL - Money Claim Online - Welcome
Cheers for the link, CAB have also provided the same should I need to use it. CAB recommends writing at least 3 letters, so I'll have to play it out and see if I can get a positive response.

CAB's template letters always seem to give 14 days for a reply. I am not sure if that is a requirement or not though? That is too long from my perspective, especially when I am not anticipating to receive a reply at all.

The last email I got from CAB suggested that as I have had a replacement and 2 repairs, that I can expect either a refund or an offer of a partial refund should I wish to keep the TV. Neither offers have been received.

At this point I may just print off the CAB emails and send them along with the next letter. Maybe then PRC Direct will better understand what they should be doing.

Another concern at the moment is that Samsung previously promised that Smart Things, HDR10+ and HLG will be coming to these KS range TVs. That is since up in the air and Smart Things has been confirmed to be dropped entirely. I believe these lack of promised features should also apply to the Consumer Rights Act 2015, I think there is a stipulation in their about a product 'being as advertised'.
 
What is the real fault with the TV ? Are you still using it ? If the marks to the screen were present when new and the replacement TV also had them I would have thought that it was just "prints" from the polystyrene packaging that all TV can show and they just wipe off with a damp cloth . You do seem like you have fallen out with the TV , what will you get next ?
 
What is the real fault with the TV ? Are you still using it ? If the marks to the screen were present when new and the replacement TV also had them I would have thought that it was just "prints" from the polystyrene packaging that all TV can show and they just wipe off with a damp cloth . You do seem like you have fallen out with the TV , what will you get next ?
The original TV had a large black area near the screen's centre, as if part of the coating had come away, it also had more excessive light bleed. This was replaced by the retailer.

With the replacement while there were some marks the main fault is frequent popping noises - not something I had a problem on the first TV.

Over time these pops have gotten louder, and occasionally they go exceptionally loud, enough so to make anyone jump that is watching the TV.

I reported this after 30 days as I didn't realise that it was actually the TV that was making these noises at first. I removed my 5.1 speaker setup to determine it was the TV. I also bought a new soundbar assuming the issue was the TV speakers, and the popping still occurs and seems to be far louder when external speakers are connected.

More annoyingly the loudest pops also seem to coincide with white patches impacting the picture that were not their previously. I had a perfect panel replacement that was great, but the popping persisted and this replacement panel is also impacted, and of course the pops continue.

I contacted PRC Direct to try and arrange a collection, and get the TV boxed up - they refused and insist I need an uplift number first.

The TV is still setup. However it is not the primary TV in the house, it's mainly for games use and the odd 4K disc. It's a 65" model so takes up a lot of space and not something I can just box up and wait around, especially while it's still up in the air whether further engineer callouts are necessary or if it can be collected for a refund.

As for what TV to get next. That is a good question. Probably the Sony XE9305 if I can still find stock once this faulty Samsung TV issue is resolved/refunded.

CAB suggests that PRC Direct can offer a partial refund for me to keep the TV, if this offer is made I need to decide if it's worth it to get a 3rd repair and hope this fixes the faults, and then I need to decide if the partial refund is enough for all of this inconvenience, and then also factor in the dropped support for Smart Things, HDR10+ and HLG.
 
That's a very strange set of symptoms , if the popping is present on all inputs then after all this time you will need a engineer to assess if its the TV , But after all this time you will be very luck to get a full refund but you might get them to change it for something better and pay the difference ?? Best of luck .
 
That's a very strange set of symptoms , if the popping is present on all inputs then after all this time you will need a engineer to assess if its the TV , But after all this time you will be very luck to get a full refund but you might get them to change it for something better and pay the difference ?? Best of luck .
I know it's the TV, as mentioned I removed the speaker system. And of course to further troubleshoot, removed all other devices too, using only the TV's own apps for Netflix etc., and the popping continued.

It might well be a considerable length of time now, but that's what happens when you deal with a retailer that keep pushing you to the manufacturer, and a manufacturer that says I have the option of a refund from the retailer, and then you're left stuck in the middle.

At the end of the day I reported the fault to the retailer just after 30 days of receiving the TV. Upon their advice to then get repairs from Samsung, I did just that. I then informed the retailer after the New Year period, where I discovered the popping noises were persisting following repairs and that the replacement panel had also been affected over the holidays.

Had PRC Direct resolved the matter either when they were initially informed, or again following the failed repairs, then this would be in good time. It's not my fault that they've been dragging this out.
 
I saw another slightly older thread by another forum member here also complaining about PRC Direct and their poor experience in buying a Samsung TV from them.

I ended up PM'ing him and going on a venting rant. Apologies if you're reading this. :)

Anyway, my post to him pretty much summed up everything that's gone on since my last post here and current situation, so I thought it worth sharing here. I am hoping it will all be resolved very soon.


Hey, I have seen your AVF thread regarding KS8000 as well as your old comments on the HUKD deal for the KS7500. I actually bought the TV from that deal.

I can't recall if I spoke to you previously in any of the threads. But thought seeing as you have had a crappy experience too that I would reach out.

Long story short, PRC Direct have been absolutely shocking. I'm considering making all emails public in the near future. Following advice from CAB they could not even respond to formal complaint letters.

In a way, they have won so far. As I cracked and pursued the matter with Samsung, but even that has not gone too well. A TV mainboard replacement, a One Connect board replacement and 3 replacement panels later - and the TV is still faulty.

I was reluctantly planning to contact CAB again to update them and see if they'd still recommend pursuing the matter. But after updating Samsung following the last repair, they seem to reluctantly be willing to just replace the TV.

So far they have offered some naff models that do not meet the same spec, but I am hoping to continue the discussion and get a replacement so I never have to think about, phone, email or ever buy from PRC Direct again. Absolutely shocking experience.

If you read my venting rant,
Cheers. ;)
 
Please tell me you paid with a credit card?
If so don't sweat it just complain to your credit card people!
 
Last edited:
I thought I'd post an update on this. It appears to be getting resolved, slowly. PRC Direct have collected the TV and agreed to refund me, though it's been a week now, presumably it will show up after the bank holiday.

I ended up getting an uplift number from Samsung after they delivered two further defective TVs to me as replacement.

To their credit PRC Direct have always insisted on that uplift number in order to provide a refund. After initial talks with both Samsung and CAB, I was always lead to believe that this is nonsense. Certainly there is nothing I could see in the law about uplift numbers and CAB weren't interested in it either. It has to be some kind of seperate arrangement between Samsung and retailers. Given Samsung's always dismissed this in the past I was really surprised when I was given the uplift number in the end.

I'm just relieved it looks to be getting concluded following 2x KS7500 TVs, 5x repairs, 2x Q7FN. The past year has been a right headache with Samsung products.

The only thing a little odd now is the delay in my refund. The original purchase card expired, and I checked with my bank, who said they can still refund the expired card and it will go into the linked account just fine.

I called PRC Direct last Thursday to enquire about the refund. They say my card has expired so need a new one to apply the refund. I told them the bank said the expired card was OK, but they insisted on the new card and so they have that now.

I do feel that as they had the TV their since the Saturday, that really if they had a problem with the refund that they should have contacted me - but whatever, delays or not, I just want this concluded as of right now I don't have a TV or my money. But at least it's looking more positive. Needless to say my next TV will not be a Samsung.
 
Last edited:
I've now received a refund. Matter concluded after several months of issues, repairs and replacements.

Just relieved it's over.
 

The latest video from AVForums

Is 4K Blu-ray Worth It?
Subscribe to our YouTube channel
Back
Top Bottom