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129 posts

Master Geek


Topic # 111353 31-Oct-2012 12:18 Send private message

Anyone else have battles with Samsung TV warranties? We have had a LED 40" for 6 months and half the screen is green. We are now at day 14 in the warranty process. You aren't aloud to talk to Samsung but a call centre that relay's IM's while your on the phone! This seems crazy.

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252 posts

Ultimate Geek
+1 received by user: 8

Technical Solutions Aust
Subscriber

  Reply # 709800 31-Oct-2012 12:41 Send private message

just another example of how things go wrong, when a big Australian corporate comes into NZ can takes distributorship away from someone that was doing it well......

6865 posts

Uber Geek
+1 received by user: 320


  Reply # 709826 31-Oct-2012 13:27 Send private message

That is why I am not a great fan of that brand. Had a problem with a freezer and ended up having to deal with the retailer instead, as the call centre was a waste of time. Had to wait over a month for the part and it to be fixed,which was too long for something that was under warranty and they should have had local parts for.
Just get the retailer to handle it.

1504 posts

Uber Geek
+1 received by user: 54


  Reply # 709844 31-Oct-2012 13:52 Send private message

mattwnz: That is why I am not a great fan of that brand. Had a problem with a freezer and ended up having to deal with the retailer instead, as the call centre was a waste of time. Had to wait over a month for the part and it to be fixed,which was too long for something that was under warranty and they should have had local parts for.
Just get the retailer to handle it.

+1
You should always deal via the retailer first and not direct.
If it's a major fault the retailer should replace it.

6865 posts

Uber Geek
+1 received by user: 320


  Reply # 709848 31-Oct-2012 13:58 Send private message

B1GGLZ:
mattwnz: That is why I am not a great fan of that brand. Had a problem with a freezer and ended up having to deal with the retailer instead, as the call centre was a waste of time. Had to wait over a month for the part and it to be fixed,which was too long for something that was under warranty and they should have had local parts for.
Just get the retailer to handle it.

+1
You should always deal via the retailer first and not direct.
If it's a major fault the retailer should replace it.


The retailer though will usually tell you to call the manufacturers helpline first, which I guess is fair, because it maybe a problem that they can easy resolve, as the retailer may not be as familiar with the products that they sell.

1818 posts

Uber Geek
+1 received by user: 343

Trusted
Telecom NZ

  Reply # 709852 31-Oct-2012 14:00 Send private message

Where did you get the TV from? At least one major retailer in NZ tried to insist I needed to deal with the manufacturer directly when I had a warranty issue. Of course in NZ under the CGA the purchaser has the choice of dealing with the retailer or the manufacturer. The retailer CAN NOT legally require you to deal with the manufacturer - they can suggest it, or even recommend it though.

Provided you didn't acquire the TV for business purposes, you can insist that the retailer handle the warranty process and as suggested above... you should.

Cheers - N

1504 posts

Uber Geek
+1 received by user: 54


  Reply # 709905 31-Oct-2012 15:16 Send private message

Talkiet: Where did you get the TV from? At least one major retailer in NZ tried to insist I needed to deal with the manufacturer directly when I had a warranty issue. Of course in NZ under the CGA the purchaser has the choice of dealing with the retailer or the manufacturer. The retailer CAN NOT legally require you to deal with the manufacturer - they can suggest it, or even recommend it though.

Provided you didn't acquire the TV for business purposes, you can insist that the retailer handle the warranty process and as suggested above... you should.

Cheers - N

+1
It's the Retailer's responsibility to deal with it and not fob you off to the manufacturer.



129 posts

Master Geek


  Reply # 709958 31-Oct-2012 16:57 Send private message

Not sure why we made the fatal decision to go straight to Samsung. We had brought an extended warranty on our last TV which paid in spades as it died in 4 years, we got a new TV out of it. This one dies in 6 months and thought they would be the best to deal with, absolutely not. It needs a part that won't be available until December. Think they are going to replace it now. Smith City (were we brought it) have been great and we really should have gone there first. They have offered to transfer the extended warranty to what ever new tv we end up with. 

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Uber Geek
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  Reply # 709979 31-Oct-2012 17:26 Send private message

jmumby: Not sure why we made the fatal decision to go straight to Samsung. We had brought an extended warranty on our last TV which paid in spades as it died in 4 years, we got a new TV out of it. This one dies in 6 months and thought they would be the best to deal with, absolutely not. It needs a part that won't be available until December. Think they are going to replace it now. Smith City (were we brought it) have been great and we really should have gone there first. They have offered to transfer the extended warranty to what ever new tv we end up with. 


ALWAYS ALWAYS ALWAYS approach the retailer, not the manufacturer. 





RGP

24 posts

Geek


  Reply # 711503 3-Nov-2012 20:18 Send private message

Hi We had a fault with the freeview inbuilt in our Samsung 32". Two weeks out of warranty but took it back to Dick Smith who sent it off to Samsung for repair. After a couple of weeks they came back saying they couldn't repair it and would replace it - all good. A week later Samsung rang and said they couldn't replace it with a 32" would we like a 50" LED model - even better, what could I say!! Thumbs up to service from Dick Smith and Samsung.

Ross



129 posts

Master Geek


  Reply # 711504 3-Nov-2012 20:26 Send private message

RGP: Hi We had a fault with the freeview inbuilt in our Samsung 32". Two weeks out of warranty but took it back to Dick Smith who sent it off to Samsung for repair. After a couple of weeks they came back saying they couldn't repair it and would replace it - all good. A week later Samsung rang and said they couldn't replace it with a 32" would we like a 50" LED model - even better, what could I say!! Thumbs up to service from Dick Smith and Samsung.

Ross


Yep, we have been bumped to a 3D 46", haven't seen it yet but they say it's coming. 

2189 posts

Uber Geek
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Subscriber

  Reply # 711605 4-Nov-2012 07:46 Send private message

I'm picking Samsung have major stock shortages... it's bonus time if you're lucky enough to be receiving a warranty panel from them!

Surprised that Dick Smith didn't ask for a credit and move you into another (potentially more reliable) brand.

421 posts

Ultimate Geek
+1 received by user: 14


  Reply # 711607 4-Nov-2012 08:23 Send private message

jmumby: Anyone else have battles with Samsung TV warranties? We have had a LED 40" for 6 months and half the screen is green. We are now at day 14 in the warranty process. You aren't aloud to talk to Samsung but a call centre that relay's IM's while your on the phone! This seems crazy.


Yip, but as said  above I delt with the retailer, its the best thing to do don't deal with samsung, the retailer will do that on your behalf and will have far more push than an individual. Samsung came back to the retailer and said they would only pay half, then HN went back and leaned on them some more, end outcome was samsung supplied the new panel and pretty sure HN coughed for the labour. However that was 6 months ago and now the TV is doing exactly the same thing! so back to HN and sounds like they are just going to replace the panel again, so will see how long that lasts! Also note the TV was 18 months old when we first took it in.

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