Problems with Crampton & Moore

Discussion in 'General TV Discussions Forum' started by phileas fogg, Jul 14, 2018.

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  1. phileas fogg

    phileas fogg
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    Right guys i bought my Samsung Q8 from them last year in december and they have both been brilliant.

    Now i wanted to updrade so sold one of my Q8's and ordered the new Q9FN which i rang the shop paid over the phone but had to collect it from the warehouse.

    Anyway after doing this i set it up at home and notice during football it had DSE and banding to which i was not happy with.

    So i rang the shop and the guy was saying id have to have a samung engineer out to confirm it was faulty before they would swap it out so i moaned and said it wasnt acceptable and he said send in pictures so i emailed them pictures showing the DSE and also a video of it.

    He then said he had arranged an exchange to which id have to drop the old one off at the warehouse and collect thr new one (bearing in mind this takes 2hrs 20mins there and back) to which i did.

    Now upon setting this up i didnt purposely look for any DSE and just got on with it until whilst gaming noticed it in the sky on BF1 whist panning so went and looked and noticed it again.

    At this point i emailed C&M and said that this seems to be an inherant flaw with the Q9 i was not happy with it and provided another video for evidence.

    The salesman rang me up today and informed me they have recieved the old set and they cant see any problems with it and that id have to have a samung engineer out to see if my newest one is faulty before they accept it back.

    This is all within 10 days from initial order to now.

    I said i wasnt prepered to have samsung come out on a brand new TV that i wasnt happy with the DSE/banding and he said there is nothing he can do as he doesnt class the TV as faulty.

    Now i am waiting on a phone call from the shop manager on monday and wondering where i stand and what i should say ?

    HELP PLEASE !!
     
  2. merc05

    merc05
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    Consumer Rights Act 2015 - Which? Consumer Rights

    'Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund - as long as you do this quickly.

    This right is limited to 30 days from the date you take ownership of your product. After 30 days, you will not be legally entitled to a full refund if your item develops a fault, although some sellers may offer you an extended refund period.'

    Crampton & Moore haven't got a leg to stand on, they have to offer you an exchange. Quote the CRA to them if you continue to have problems. Clearly if it has noticeable banding/DSE it is of unsatisfactory quality. If they still won't play ball then threaten to speak to your local CAB, either Crampton & Moore will concede or the CAB will set them straight.
     
  3. phileas fogg

    phileas fogg
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    Thanks @merc05

    Its just him saying that samsung have to give him an uplift number or something threw me off.

    I send him a video with the DSE clearly visable on a moving sky background (i found on youtube) which replicated the sky in BF1.

    Im shocked to say the least as last years Q8s have been stellar and the only reason regarding the upgrade was the VRR for gaming and the brighter HDR.
     
  4. thewhofan

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    If you paid by phone then you have distance selling regs or Consumer Contract Regulations (see link Consumer Contracts Regulations ) as it's called these day which gives you 14 days from when you receive the goods or in your case picked them up to cancel your contract with the retailer. So you can demand a full refund whether the TV is faulty or not.

    I had problems with Sevenoaks years ago trying to arrange engineers for a 3 day old TV that had vertical banding. In the end I'd had enough of the managers waffle and rude comments and just said I am cancelling my contract with you and returned it for a full refund an went elsewhere.
     
  5. dr no

    dr no
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    Problem is DSE is a limit of the technology. Can’t see you getting one without some DSE unfortunately
     
  6. phileas fogg

    phileas fogg
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    Yeah after having this second set i can see that.

    I dont want a replacement i just want a refund then look into my options in the future.
     
  7. Tim2049

    Tim2049
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    - The manager of the Sevenoaks near me is one of the most pompous idiots I've ever met. I still have fond memories of him trying to justify why I needed a £99 HDMI cable for my old plasma many years ago. I've avoided them ever since. I think they specialise in selling overpriced equipment to people with way more money than sense.
     
  8. Dodgexander

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    I agree with above, its highly subjective but its possible that you are noticing DSE that others aren't. It's also possible your viewing conditions and the content you watch shows it a lot more than others.

    The problem with DSE is once its there you can't forget about it. You can alleviate it with settings somewhat but sometimes it's completely unavoidable.

    With HDR (let's say the world cup in HLG for example) the backlight is going to be whacked up to full and DSE on even a TV with the best local dimming and a 5000 zones isn't going to look perfect. You just cannot escape the fact there are lights from behind the panel that will never seem completely uniform.

    Having said that, provided you prove to the retailer that there is a fault they should be obliged to repair it within the warranty period. If they cannot repair it or offer a replacement that doesn't have the fault then they are required to offer you a refund.

    The problem you have is "proving" that its a fault, I have seen people with severe DSE have refunds/repairs/exchanges refused but also known people to go through 10 tv's before they get the one they want.

    If you cannot live with it by adjusting local dimming and backlight settings then I would try to persevere with them, perhaps making an official complaint.

    I trust already that you have the TV set to the correct picture mode and you are not expecting there to be zero DSE with HDR?
     
  9. phileas fogg

    phileas fogg
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    Well after having a nightmare with getting 2 Q9s with bad banding and the shop trying to fob me off, the store manager of crampton and moore rang me back and offered me the Q9 that was at the HDTV Shootout on the 15th July and assured me it was as good as any Q9 could be.
    So i went down and he set it up in the back for me to check over and it was indeed much better (not perfect but i could live with it) so i decided to take that unit, plus it had the advantage of being calibrated so i took it.

    After having it setup in my home for the past few days i cant get away from the DSE and checkerboarding when used as a monitor for browsing web pages no matter what preset i use.

    Im now stuck on what to do from here.
     

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