Samsung's Great Consumer Law TV Warranty Policy

tomwood on 29/12/2015 - 18:24
Last edited 29/12/2015 - 21:17

I got a 51" Samsung PS51E550 Plasma in 2012, and recently vertical lines appeared near the right hand side.
I searched online and found similar cases, and was surprised to read people saying Samsung had still been replacing their screens for free.

I contacted Samsung today to organise service for mine, and questioned and was told any TV bought since Australian Consumer Law was introduced (January 2011) will still be repaired by them for free.

I'm really impressed by this policy.

Don't expect Samsung Mobile to do the same though, I still have to lodge a fair trading complaint over a bad case with them…

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Comments

  • stevednj48 on 29/12/2015 - 19:24

    i had a 42 inch plasma that got the lines Samsung replaced with as new 51" plasma a couple of years back no dramas at all.

  • lysp on 30/12/2015 - 00:19

    Previous statutory warranty was 12 months or what was defined by manufacturer.

    New statutory warranty doesn't define a period, but bases the period on the nature of the goods, the price of the goods, and statements made about the goods either on the packaging or by the supplier or manufacturer.

    So if you bought the TV for $100 when comparable TVs were $2000, you might not have a case after 5 years, but $2000 you'd expect it to last a reasonable amount of time - and 5 years is still "reasonable".

    • tomwood on 30/12/2015 - 02:16

      yeah, but if the manufacturer has specific policies related to it just makes it easier for the consumer as it removes doubt (whether there'll be a problem, if you'll have to contact a consumer authority or launch a legal process, and whether that'll be successful)…

    • tomwood on 30/12/2015 - 02:23

      I think the ACCC really needs to provide more advisory, if they can, on what would be considered reasonable for different products, perhaps a database of dispute results, as it can be hard to know.

  • Pubid on 18/01/2016 - 17:00

    I got the same problem with the same model Samsung purchased in early 2013. I had reported the problem to Samsung before the Christmas break; samsung technicians did inspect the vertical lines and instructed to replace the panel. However we were also told the Panels were no longer available and are ready to replace us with an LED TV. Being a plasma lover I dont think we will settle for an LED. Wanted to know if you were able to get your panel replacement done?

    • tomwood on 19/01/2016 - 13:56

      Unfortunately not, I was told by the technician from the company they assigned to inspect my TV that they're not available anymore either. I think we'll just have to accept the fact that plasma's just aren't made anymore…

    • tomwood on 20/01/2016 - 14:23

      They've offered me the 55" Full HD UA55J6200AW - http://www.samsung.com/au/consumer/tv-audio-video/television…
      It's nice, but doesn't have 3D which I really value. But the lowest current model with 3D is more expensive so I don't know :/

      • Pubid on 21/01/2016 - 11:56

        Ive been offered the exact same model as replacement but the reviews are nowhere great. Any one who has been loving plasmas would know the difference in picture quality. The case officer was pretty rude and was not ready to budge from his offer while I know some other people have been offered series 8 models. My plasma being series 5 not being replaced by higher series LED holds no water as even a lower series plasma will have more accurate colour, significantly better screen uniformity, better off axis performance, natively better motion resolution and hence colour detail for moving images than any of their top model LED's. The case officer asked me to approach consumer law as they cant replace wwith higher end LED's unless if I agreed to pay the difference which obviously is huge as the original purchase price of the plasma in discount was quite low. Taking the refund doesnt make any sense either as the value for money but higher quality TV's are no more available in the market. Are u going to accept the TV being offered to you?

        • tomwood on 23/01/2016 - 12:08

          Hi Pubid, I have accepted the offer. Given that it was quite cheap and a few years old now I don't think it's too unreasonable that Samsung can't provide so much.

          However I think I might try to sell the UA55J6200A and buy a 50" Sony KDL50W800C which has 3D and Android TV for about $1100 - http://www.appliancesonline.com.au/sony-kdl50w800c-50inch-12…

        • tomwood on 23/01/2016 - 15:55

          (Or the KDL55W800C)

  • ykwon10 on 19/01/2016 - 14:05

    OP, who did you contact from Samsung? Can I have the contacts please? Mine gone as well. Cheers!

  • [Deactivated] on 27/02/2016 - 16:37
    +1

    I bought a Samsung PS64F55000 plasma about 3 years ago. Image and feature wise it was a great set, but reliability wise it was shocking. I had a tech out at least 4 times. It eventually died with vertical bands about a month ago, and Samsung replaced it with a brand new $3000 65 inch Ultra HD LED, no questions asked. I paid $1500 for the initial tv. I'll happily buy another Samsung because of this policy.

    • tomwood on 29/02/2016 - 01:31

      That's great treatment Thorton.

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