Samsung Smart TV replaced under CGA has developed new fault

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Benoire

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#195014 2-Apr-2016 22:49

After a bit of advice, before I go to the retailer. I've got a Samsung PS51E550D (51" Plasma) which was replaced a year and 2 months (about 22 months ago) under the CGA as the screen default a fault which caused a vertical line to appear which did not change colours with the rest of the screen. I've just noticed that the replacement (as said, the time since the panel was replaced has been around 22 months) has now got a similar vertical line about a 1/3rd of the way in and its very visible.

I presume that the CGA would still cover it considering the original TV was bought just over 3 years ago? Any one know how the CGA deals with things if the manufacturer no longer makes Plasma TVs anymore, which Samsung don't? I presume the retailer would still have to honour the CGA despite this? All speculation I appreciate, and I intend to contact the retailer, but I am interested to know any other experiences that are similar to mine.

Cheers,

Chris

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#1525075 3-Apr-2016 09:57

You should be covered, but if it can't be repaired, expect to be offered an entry level 1080p LED TV.

Unfortunately, that's most likely to be considered a 'fair' replacement now there's no other plasma TV's around... and TV resolution has moved on.

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#1525079 3-Apr-2016 10:03

Dunnersfella:

You should be covered, but if it can't be repaired, expect to be offered an entry level 1080p LED TV.

Unfortunately, that's most likely to be considered a 'fair' replacement now there's no other plasma TV's around... and TV resolution has moved on.

Can you argue a similar price? Although prices for same quality have dropped. The key is that it should need to be a similar quality, as the original was top end , or mid, or budget?

Interested how CGA can manage a suitable replacement, not just a size replacement

Benoire

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#1525154 3-Apr-2016 11:24

This is what interests me I guess as well... The TV cost $1000 when new as it was quite heavily discounted as it was a decent high mid / low top range 2012 set. If it cannot be repaired, should I be offered a TV with comparable features as a replacement or not; I guess this will be the likely test given Plasma tech has been phased out by a large number of manufacturers.

mattwnz

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#1525157 3-Apr-2016 11:30

I believe if the fault is substantial eg. Can't be repaired, it is your choice as the consumer over a refund or replacement. Although the retailer should offer you those options.

Dunnersfella

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#1525171 3-Apr-2016 12:37

It'll need to go for repair... but saying it's 'decent high mid/low top range 2012 set' is both vague and stretching it...

It's a 5 series.

The range was 4 series - HD ready

5 series - Full HD

etc.

8 or 9 series were top of the line that year.

You'll be offered a 5 series Samsung LED, most likely with 'smart functionality'.

However, if you choose cash you can shop elsewhere.

tehgerbil

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#1525179 3-Apr-2016 13:01

Voicing the maybe unpopular opinion here - you've had nearly 4 years out of a Plasma TV, facilitated through a claim with the consumer guarantees act claim already.

For a TV that was only $1299 brand new and that was 3 1/2 years ago, if you're saying it was 3 years old then I presume you would have paid around $1000? (for a 6 month old release) and I would consider 4 years a good run!

However, I am in my twenties and am open to the fact I'm born in a different generation which doesn't expect electronics to last as long as say someone in their thirties or forties might.

Having worked in an electronics store for 4 years, I can also confirm if this was your original claim, it would be approved.

But given it's your second, and it's the same fault I would expect it to be declined should I have handled this. They're likely to claim environmental issues/handling.

By all means however, please try with the retailer. I suspect they will advise you to engage the Vendor directly.

Should you have a fight on your hands, perhaps find out who repairs them - and ask if this is a common fault with the unit. If it turns out they repair/fix this type of issue regularly, this will assist greatly in helping your claim with the retailer.

Don't get fobbed off to the Vendor, you appear knowledgeable on the CGA so you'll also know the retailer is the responsible party in resolving your issue.

The other thing is be prepared for them to send it away for an 'assessment' so they can work out how much it is to be fixed, and they can weight up fixing/replacing the unit.

If you want to be as difficult there and then as possible (but to be honest the difficult customers were always the first to be tended to, as frustrating as that made me with the nice ones who just took the first "no" and moved on!) then take the TV in to the store. Request (politely) it be sent away for repair.

I know this is a big ask, but given the age of the unit, you want to come to the table as much as possible and (from experience.) demanding/requesting they pick up the unit from your house is not the best way to start proceedings. I know this kinda sounds less difficult than taking the unit in to the store, but you leaving with your TV, and no formal agreement lodged then is a 'win' for the retailer.

Oh and if you *realllly* don't get anywhere, write a formal letter of complain to head-office. 100% of the time (with accompanying backstory - such as "manager was unwilling to assist" etc) will get your issue sorted. Head office are *always* a pack of giant pussies who hate bad press and will always sort out your claim. (At least in my time there.)

Good luck. Hope the above helps.

Oh- one more thing DOCUMENT EVERYTHING. Have paper trails for ANY/EVERYTHING. Essentially paperwork is the grease for the wheels. Always gets this moving faster.

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Lias

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#1525195 3-Apr-2016 13:52

tehgerbil:

Voicing the maybe unpopular opinion here - you've had nearly 4 years out of a Plasma TV, facilitated through a claim with the consumer guarantees act claim already.

For a TV that was only $1299 brand new and that was 3 1/2 years ago, if you're saying it was 3 years old then I presume you would have paid around $1000? (for a 6 month old release) and I would consider 4 years a good run!

However, I am in my twenties and am open to the fact I'm born in a different generation which doesn't expect electronics to last as long as say someone in their thirties or forties might.

I'm in my late 30's and I'd expect a $200 Veon from the warehouse to last at least 5, let alone a good brand $1000 TV.

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#1525200 3-Apr-2016 14:24

Lias:

tehgerbil:

Voicing the maybe unpopular opinion here - you've had nearly 4 years out of a Plasma TV, facilitated through a claim with the consumer guarantees act claim already.

For a TV that was only $1299 brand new and that was 3 1/2 years ago, if you're saying it was 3 years old then I presume you would have paid around $1000? (for a 6 month old release) and I would consider 4 years a good run!

However, I am in my twenties and am open to the fact I'm born in a different generation which doesn't expect electronics to last as long as say someone in their thirties or forties might.

I'm in my late 30's and I'd expect a $200 Veon from the warehouse to last at least 5, let alone a good brand $1000 TV.

TV life has nothing really to do with the brand. As there are only a handful of panel producers in the world a no name TV is going to have a panel made by a bigger brand anyway.

Benoire

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#1525212 3-Apr-2016 15:15

tehgerbil:

Voicing the maybe unpopular opinion here - you've had nearly 4 years out of a Plasma TV, facilitated through a claim with the consumer guarantees act claim already.

For a TV that was only $1299 brand new and that was 3 1/2 years ago, if you're saying it was 3 years old then I presume you would have paid around $1000? (for a 6 month old release) and I would consider 4 years a good run!

I would expect a TV to last at least 10 years, certainly my older CRT styles did and there is no reason why any TV should not. They're 'expensive' devices and as such a 5 year life is not even worth considering.

I will try with the retailer of course, my 'contract' lies with them and they cannot contract out of the CGA. It is just unfortunate that the retailer is expected to pick up the brunt of the claim, not the manufacturer.

Either way its a clear fault as the TV has not moved at all since it is wall mounted and has only two HDMI cables installed, one Ethernet cable and the power cord... Its not even related to mounting as the first failure was during the time it was on the stand so not even a similar position.

Chris

mattwnz

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#1525225 3-Apr-2016 15:45

Benoire:

I would expect a TV to last at least 10 years, certainly my older CRT styles did and there is no reason why any TV should not. They're 'expensive' devices and as such a 5 year life is not even worth considering.

I will try with the retailer of course, my 'contract' lies with them and they cannot contract out of the CGA. It is just unfortunate that the retailer is expected to pick up the brunt of the claim, not the manufacturer.

Either way its a clear fault as the TV has not moved at all since it is wall mounted and has only two HDMI cables installed, one Ethernet cable and the power cord... Its not even related to mounting as the first failure was during the time it was on the stand so not even a similar position.

Chris

I would expect one to last at least 5, and depending on the RRP and a good name brand, maybe up 8-10. It does depend on how much use it has had, and that it has been treated well, and kept out of sunlight, and not above a fire etc. Plasmas though don't seem to have the life of LCD, which should last a long time. I have a LCD monitor in use that must be 14 years old. The manufacturer though would be required to help the retailer out wouldn't they?

Benoire

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#1525240 3-Apr-2016 17:01

I've just emailed the company as my daughter was born this morning at 2am so I won't have time to phone them up yet. The TV cost $1288 and was reduced from $1500 as it was being cleared for newer stock; I would certainly expect longer than 3 years for the TV (bought in may 2013), especially at that price... Hell my LG 720p 42" Plasma I bought in the UK in 2006 was still running fine until my son cracked the screen last week; that to me is more in line with a TV lifespan!

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Benoire

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#1525242 3-Apr-2016 17:04

mattwnz:

I would expect one to last at least 5, and depending on the RRP and a good name brand, maybe up 8-10. It does depend on how much use it has had, and that it has been treated well, and kept out of sunlight, and not above a fire etc. Plasmas though don't seem to have the life of LCD, which should last a long time. I have a LCD monitor in use that must be 14 years old. The manufacturer though would be required to help the retailer out wouldn't they?

It was wall mounted, no direct sun, no direct heat. As I said in my last post, my LG lasted 10 years and the only reason I've put that in the skip is that my son broke the screen fully last week and being a UK TV, it cannot be fixed here for any meaningful value.

I got the impression that the CGA only applied to the retailer and not the manufacturer; the only caveat appears that the manufacturer must have the ability to repair unless they opt out and state that they cannot at time of purchase.

Dunnersfella

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#1525244 3-Apr-2016 17:21

I'll go on record and say "10 years for a TV? Are you kidding me?"

But, in reality a CGA adjudicator will factor in hours used (techs take that from the service menu so there's no faking numbers for either party) and they do more often than not, factor in the level of equipment purchased. I personally believe a good guideline to be the length of the manufacturers warranty PLUS the longest length of extended warranty offered by the retailer...

So a TV with a 2 year warranty + a 4 year extended warranty makes me think that the TV should last for 6 years without a significant issue.

It's not the case here, but there are people who will try and claim under the CGA when their 5 year old TV will no longer 'do YouTube' via the onboard app...

So, it's a case-by-case basis, but I believe you won't have any issues based on what you've told us. However, an independant repair agent should offer a far better assessment when they get to open the set and assess it first-hand.

Benoire

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#1525247 3-Apr-2016 17:31

Its an interesting one for life span as one of the CGA examples is a fridge freezer that the pump breaks on; the result of it was that the product was determined to have an expected life of 15-20 years before a failure and therefore the replacement of the pump was covered by the CGA and therefore the retailer should have sorted it out. So with that in mind, how different is a TV to a fridge freezer? They're both major consumer products that cost around the same price? Perhaps the CGA should set some guidelines for reference?

gregmcc

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#1525299 3-Apr-2016 18:47

Consumer magazine do a guide on estimated life of appliances, last time I saw one TV's were the 10 year mark.

They may have updated it since I saw it, but with the lack of any other independent guide this is the measuring stick

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