Advice re Faulty Samsung LED TV

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SheldonP

2 posts

Wannabe Geek

#224385 15-Nov-2017 18:27

Hi Guys

Firstly, apologies for my first ever post here being me asking for help, but this seemed like such a great place to get it!

Anyway, in July of 2016 I purchased a 60" 4K LED Smart TV (UA60JS7200) from Harvey Norman. The TV has started developing a backlight fault where the top half of the screen will stay dark. I say developing because it does seem to come right after a few minutes - but in the last week of so if this fault showing it has been taking longer and longer to come right. I will attach a photo at the bottom of this post for anyone interested.

I contacted Samsung just a few minutes ago who lodged a repair request with a service agent in Christchurch but informed me that the repair would be fully at my cost as it is out of a 1 year warranty.

So my questions are:
- Has anyone encountered a similar fault in similar Samsung models which might indicate manufactures defects?
- Has anyone got experience with the consumer guarantees act which would get me off paying what will probably be a very large repair bill, as a 15ish month life is appalling for a TV with a RRP of $4000.

Thanks in advance for any advice, obviously I'm not super happy at the moment!

[Mod Edit: Murf - Formatting + embedded image]

driller2000

935 posts

Ultimate Geek

ID Verified

#1901424 15-Nov-2017 19:31

Loads of threads on here re this sort of stuff.

Long story short:

CGA is your friend.
Go through Harvey Norman.
A 1 year warranty don't mean sh^t - in the context of what is still a relatively new and high value item.
Be polite - but don't take no for an answer - and do not agree to fund a repair or part thereof.
If need be the Disputes Tribunal is an option - it is relatively low cost - you will win.

Benoire

2798 posts

Uber Geek

#1901458 15-Nov-2017 20:59

Right, I've got a house hold full of Samsung appliance including a 2012 plasma TV that I've had repaired 3 times by Samsung via the CGA. Samsung is quite good as you deal with them directly rather than the retailer. I'd recommend that you phone up again, cancel that support request and log a new one stating that you want this looked at under the CGA. This will ensure that this is logged against the call out. If the issue is a manufacturer issue then they accept it and fix, if not they charge you for the technician call out and ask if you want to pay for the fix.

As I said, my TV has been repaired 3 times, twice with the same panel fault despite it being a different panel and they have not complained.

timmmay

20582 posts

Uber Geek

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Lifetime subscriber

#1901471 15-Nov-2017 21:23

Definitely go through the retailer. They can't dodge and say "talk to Samsung", they have to deal with it. This is CGA, a TV should last at least 5 years.

cadman

1014 posts

Uber Geek
Inactive user

#1901473 15-Nov-2017 21:26

As above, the CGA is your friend.

https://www.consumer.org.nz/articles/consumer-guarantees-act

michaelmurfy

meow
13257 posts

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#1902470 15-Nov-2017 21:57

I've had very good support via the Samsung Home Premium support line: 0800726786 (Link) - there was one time my washing machine which is outside of warranty developed a fault with the control board. Samsung then logged a job, a tech came around and repaired it without even mentioning the CGA to them. I've had no experience with TV's but could be worth phoning up to have a chat.

As a bonus - when I called it was 1am (didn't realise - I used to work night shifts) and the guy was polite and said the line is open 24/7 and was very well mannered and good to talk to.

Michael Murphy | https://murfy.nz
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itxtme

2102 posts

Uber Geek

#1902496 16-Nov-2017 03:58

Had a Samsung TV out of warranty stop turning on. I dropped it at the retailer and stated was claiming under the CGA [which they onsent]. Samsung came back to me directly from that point on. It was irrepairable, and they offered a replacement TV, which I declined, asked for a full refund. They supplied that within a few days once I filled out a refund claim form. Pretty painless really.

eracode

Smpl Mnmlst
8868 posts

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#1902519 16-Nov-2017 08:49

Two years ago our then four-year-old top-tier 60" Samsung Smart TV developed a dinner-plate sized dark splodge near the middle of the screen. Wasn't always visible - only when screen was dimly lit.

I rang Samsung and at first they tried to put me off so I mentioned CGA and asked for my call to be elevated. I got put on to someone else who agreed to send someone round to look at it.

Two guys came in a van, looked at the telly and agreed it wasn't right. They went out to the van and came back in with a whole new screen which they just happened to have brought with them. They then proceeded to partially dismantle the TV to put the new screen in.

I was amazed and impressed with the service. This was all done within a couple of days of my phone call.

Sometimes I just sit and think. Other times I just sit.

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SheldonP

2 posts

Wannabe Geek

#1902688 16-Nov-2017 12:29

Thank you to everyone who's taken the time to reply - it really gave me the confidence that this is a CGA issue.

I phoned the firm responsible for the repair, and advised them that if Samsung were not going to cover the cost of the repair then I would cancel the repair ticket and return it to the retailer. They advised me that due to the age there is little to no change the repair cost would be passed on to me. We'll have to see how that pans out, but for now I'm feeling much better than I was less than 24 hours ago!