Samsung LCD Smart TV Faulty again and now out of warranty.Littlewoods.. Not Happy.

[Emz0305]

I bought a Samsung 32" LCD Smart TV from Littlewoods back in November (ish) 2013.

 

After just 3/4 months, the TV developed a fault, sound but no picture and had to be repaired under warranty for a faulty inverter.

 

Now, not even 3 years old and it's gone again, same fault, sound but no picture/black screen.

 

Phoned littlewoods, won't help,

 

phoned Samsung, won't help.

 

Although it wasn't a majorly expensive purchase, it was still over £300 and it didn't even last 3 years.

 

Is there anything I can do?

 

TIA

[dx100uk]

Wrong ....

Warranty is in addition to your statutory rights under soga/cra

Go tell littlewoods you want it repaired or replaced

 

Soga is up to 6yrs typically for a TV I'd say 4-5 yrs

[Emz0305]

I already phoned them

they completely fobbed me off with some gibberish on how I didn't have extended warranty so they couldn't help me.

Suppose it's to be expected.

 

What would my next plan of action be?

 

Don't think a phone call is going to cut it as Littlewoods thinks that good customer service is an Indian/Asian call centre who even though could speak perfect english, could not converse and I had to repeat myself over and over.

 

Was very frustrating. Email??

[dx100uk]

email the ceo and complain

 

 

they are responsible

 

 

dx

[Emz0305]

Thanks for reply and Ok, any ideas on what I can write?

 

Sorry I'm rubbish with putting things into writing.

 

Just need help with SOGA laws etc and how to approach the subject in an email.

 

I have dates of when TV was repaired and the fault etc.

 

Do you think that the TV having the same fault twice will strengthen my case?

[dx100uk]

yes the fact that its already failed will

 

refer to SOGA/CRA

you need to go read them.

[Emz0305]

I've read through the CRA link that you provided

but still non the wiser on what to say when I write to them.

 

Is there any sort of template letter's that I could use?

 

I couldn't see anything in the Laws that refer to TV's having to last 6 years

and I don't want to make a mistake and write something that is incorrect.

 

Thanks

[dx100uk]

I didn't say 6yrs ......

 

if you read say the sale of goods act..

products must be free from inherent fault ..for a 'reasonable period'

 

if you research you'll prob come to the same conclusion that a TV generally should last 4-5yrs.

 

find the email of the CEO from the various CEO search sites and use

 

https://www.citizensadvice.org.uk/consumer/template-letters/letters/consumer-template-letters/letter-to-complain-about-faulty-goods/

[Emz0305]

No sorry, I read somewhere on here someone else said 6 years. I've put this together so far, it's short but didn't want to waffle on.

 

I purchased a Samsung 32" TV from littlewoods in approx November 2013. After just 4 months, the TV had to have a repair under warranty due to a faulty inverter. The TV has again developed the same fault and is now useless, therefore, I would like it repaired Free of charge by Littlewoods under the Sale of Goods Act as I believe it is not of satisfactory quality and has not lasted a reasonable length of time.

[dx100uk]

therefore, I would like it repaired Free of charge by Littlewoods under the Sale of Goods Act

as I believe it is not of satisfactory quality and has not lasted a reasonable length of time.

 

under the sale of goods act and the consumer regulation act, I believe the product should remain free of inherent faults for a reasonable length of time.

I do not consider 3yrs and 1 repair already that my TV meets these regulations.

 

as the seller of this product under the above act,s it is your responsibility

to get the TV either repaired, replaced or refunded please.

 

could you advise me of my next course of action thank you

[Emz0305]

Cheers DX

[Emz0305]

I sent the email last night through the online customer portal for complaints and received the following reply:

 

Dear Miss ........,

 

Thank you for contacting us about your Samsung UE32F5300 32" Full HD TV.

 

I'm sorry to hear that the item has developed a fault.

 

Due to the age of this item, we can only offer to help you if the fault is shown to be a manufacturing defect.

 

In compliance with the Sales of Goods act I need you to provide evidence that the fault is the result of a manufacturing defect. Therefore could you please obtain an independent engineer's report outlining the fault and send this to me together with an estimate for the cost of repair.

 

Once received I will be able to give the matter further consideration and take the appropriate action. This may include either a repair or a replacement.

 

I do need to make you aware that if no manufacturing fault is proven we will be unable to help you and you'll be responsible for any costs that you have incurred.

 

I hope the advice offered is useful and that you will continue to enjoy shopping with us.

 

Feel free to contact us again if we can be of further help.

 

Kind Regards

[dx100uk]

good they've sat up and taken notice

 

 

yes they are correct that outside of 6mts you need to provide a report

as you've probably read

should cost that much to get it done

and you'll get that cost refunded too.

 

 

dx

[Emz0305]

The TV repair shop that repaired the TV under warranty is probably the most local to me although its still a good 15 miles away.

 

Should I request them collect it and expect them to pay for that as well?

 

What will be the chances of them finding that it's a manufacturing fault?

 

I don't know a lot about TV's but it's strange that it's had this same fault twice.

 

Surely that in itself proves that it was faulty from just a few months old.

 

Knowing my luck they'll say it's wear and tear lol

[dx100uk]

well as the fault was already repaired once [probably a board replacement]

then that has now failed too so must be a manu fault with the boards.

 

 

good case IMHO.

 

 

might it be prudent to ring the shop and ask

p'haps offer to take the TV too the shop

or they might included pick up etc in the report price?

 

 

I would suspect the shop will be told to repair it anyway

just for history

did you involve LW last time

or you went direct to Samsung?

 

 

i'e were littlewoods involved at all in the first repair?

[Emz0305]

I originally phoned Littlewoods who told me to contact the manufacturers and get it repaired under warranty.

 

 

I'm sorry now that I didn't insist on a replacement with a different model as it seems that Samsung TV's are not very reliable and this fault is common with the LED TV's.

I would never purchase another one.

[dx100uk]

ok no good

LW were involved so cant wipe their feet of the repair that's all.

 

 

dx

[Emz0305]

Littlewoods are useless.

 

The TV engineer sent me their findings in an email, with the costs of repairing in a separate email.

I forwarded both of these over to littlewoods

 

after a week they came back with a reply stating that they're still waiting for the report in PDF format.

 

They never at any point asked for the report to be in PDF format and should they have asked for it in that format I would have originally asked the engineer to prepare the report in PDF format.

 

the engineer just wrote me an email explaining the reported fault and their findings which included their contact details etc.

 

I have since emailed littlewoods back stating that they didn't request the report in PDF format and that I have fulfilled my end of the bargain and obtained proof that the fault is a manufacturing defect leading to the TV failing and that they need to get it sorted out asap.

I'm still waiting for reply 5 days later :/

 

Forgot to add that the TV engineer charged me £48 for this report which I paid via BACS transfer.

[dx100uk]

well simply convert the email he sent to PDF and attach it to an email to LW

 

as for the report fee

you invoice LW the same.

 

when they authorise the repair/replacement/refund

whatever they decide is correct

that fee will be refunded too.

 

just go read SOGA or CRA.

 

p'haps you need to start quoting these relevant sections to them as well.

dx

[Emz0305]

I've just done that. See if they get back to me any time this month.

 

Thanks