TV broken by repairman - replacement offer

neophytte on 24/08/2016 - 11:16
Last edited 24/08/2016 - 12:34 by 1 other user

Hi folks,

I'm in a situation where I'm undecided about what to do; hoping you can give me some feedback and opinions.

We had a 58" plasma (which I bought from this deal in Feb 2011, according to this recent forum discussion, it would be out of warranty now.

Recently the remote control started playing up, did a bit of online research and determined it was probably the internal remote receiver unit, so called the local Samsung authorized repair center, who came out and suggested the same. They ordered the part and came the next week to install it.

According to my wife (I wasn't there at the time), they came around to fit the part, but it worked for one time, then failed. The repairman said he would need to take it back to the workshop to investigate further.

The next day I received a call from the repairman saying he'd had an accident on the way back to the shop, and the TV screen smashed. They would repair it for free, if they could get the parts.

A week later I called and they couldn't get the parts, but offered a replacement 64" Samsung.

The dilemma is that the TV is an older model that the one they broke, being a series 5, our 58" was a series 7. Links to the two:

Samsung 58" Series 7

Samsung 64" Series 5

I don't know the technical differences between the two, apart from what is listed in the links, so I'm unclear whether this is a good trade.

Should I accept the 64", or ask for something different?

Thanks

Richard

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Electrical & Electronics

Comments

  • angelkulit025 on 24/08/2016 - 11:22
    +1

    have you asked them why they are offering a replacement which is inferior to the one they broke? maybe they thought they can around with it and assumes you have limited knowledge about the TV. Try asking them again about other options.

  • Martini on 24/08/2016 - 11:35
    +1

    I would expect series 7 or better, at least 60".

  • geek001 on 24/08/2016 - 11:37

    This might help you out. https://www.cnet.com/forums/discussions/what-is-the-differen…

  • supnigs super skids on 24/08/2016 - 12:10
    +1

    at least a series 6 model. Its really up to you but I wouldn't accept that despite screen size upgrade. my experience with plasmas is that they suffer from "sparkly spots" over time. never seen that happen with LCD.

  • Olokun on 24/08/2016 - 12:16
    +2

    I have both a C7000 and a D550 and I would not accept that deal.

    The PQ on the C7000 is superb and the difference between the 2 TVs is quite noticeable.

  • ode1online on 24/08/2016 - 12:24
    +3

    ID look at it like this.

    If you had a break in and the TV was stolen or busted up what would you get from Your insurance?

    They should have insurance for such instances, id probably ask for the insured value and buy a new TV with warranty.

    Anyway good luck either way.

  • PJC on 24/08/2016 - 12:34
    +2

    Series 7 and they couldn't get the parts? They are lying, they think they found an opportunity to get rid of a Series 5. Insist on Series 7 or better. They are insured against this sort of situation.

  • neophytte on 24/08/2016 - 14:04
    +1

    Thanks all, the link geek001 posted was exactly what I was after, we use DLNA extensively, so I don't think I'll accept that deal.

    Cheers

    Richard

    • PJC on 24/08/2016 - 14:19

      Come back and let us know how you get on.

  • neophytte on 30/08/2016 - 17:22

    I sent them an SMS on the 24th saying I wouldn't accept it, and asked for an alternative solution, and they haven't called back yet …

  • neophytte on 31/08/2016 - 17:02

    Another update: I called them back and said the exchange TV wasn't acceptable, and wanted me to make a suggestion on how much I think the TV is worth so they can pay me out. I'm not sure what a 5 year old Plasma TV is worth, and there are none currently on eBay (where I could get a fair estimate of price). Any suggestions on the current dollar value for this set??

  • neophytte on 13/09/2016 - 13:53
    +1

    Another update: I called the Department of Consumer Affairs to ask whether a pay out was a legitimate resolution, which they said it was - they suggested as the TV was 5 years old, and I could reasonably assume the TV would last for 10 years, to ask for half the RRP, and add a bit of fat for being able to bargain.

    So I did that on the 7th, asking for 50% of the RRP and a refund for the repair. I got a call about 1/2 hr later and they said they would order the parts from Samsung, and it would be another 7 to 10 working days before we get the TV back.

    We first contacted the repairers on the 25th July (via email form on their website).

    • angelkulit025 on 13/09/2016 - 13:58

      Did they send a courtesy TV for the time being? It has been a month without TV because of their fault. You should also consider that to increase your bargaining power.

      • neophytte on 13/09/2016 - 15:29

        There was no offer of a courtesy TV; they also want the balance of installing the part ($65 - which was agreed at the time we paid for the part in early August). I asked about dropping the final payment out of goodwill, and he replied he was just passing on the message from the boss …

    • PJC on 13/09/2016 - 14:05

      All of a sudden they can get the parts. What a surprise.

      • neophytte on 13/09/2016 - 15:31

        Yes, my understanding was they couldn't locate the parts; I hope they don't do something dodgy like buy a cheap TV from the paper and put in a second hand screen … with the dealings we've had thus far, nothing would surprise me.

        • PJC on 13/09/2016 - 15:37

          They lied. They seized an opportunity to get rid of that Series 5.

        • neophytte on 13/09/2016 - 17:07
          +1

          @PJC: I believe you are correct. In the meantime they have inconvenienced us to no end … I think I'll be writing an email to Samsung to show how they are being represented in Western Australia …

  • neophytte on 15/09/2016 - 17:40

    Latest update: they sent an email asking me for proof of purchase this afternoon:

    Good Afternoon Richard

    Are you able to provide me the proof of your purchase of your television, my insurance company is requesting that information.

    Many Thanks

    Getting very frustrated!!

  • PJC on 15/09/2016 - 19:24

    They intend to repair your TV and claim on their insurance that they replaced it by using your receipt.

    • neophytte on 15/09/2016 - 20:19

      Is that legal and/or moral??

  • neophytte on 16/09/2016 - 15:59

    I've emailed twice now (yesterday and today), asking for a firm date when the TV will be returned.

  • neophytte on 17/09/2016 - 23:15

    And the reply:

    At the moment the screen is on backorder, I havent been given an ETA for the screen, as soon as I know I will give you details.

    At the moment we are also doing a claim through the insurance for the accidental damage of your TV. they are requesting for your proof of purchase.

    Are you able to send it as soon as possible

    Many Thanks

    • PJC on 17/09/2016 - 23:32

      Claiming for repair would be prohibitive due to excess. Claiming for replacement due to irreparability is more likely. If they are in a city they can obtain a screen any workday before 3pm. They lie quicker than a dog can run. Perhaps your Accountant is taking a sabbatical in England until Christmas?

      • neophytte on 18/09/2016 - 22:40

        We are in the Northern suburbs of Perth - unfortunately we have to wait for parts to be shipped from the East, so not sure if they could get same day turn around …

  • neophytte on 07/10/2016 - 13:49

    I realize I haven't written here for a while; on the 20th I called Consumer Protection and reeled out the whole story, the guy on the phone suggested I put in a formal complaint and directed me to their website. He said they would call within a week and discuss with me what my options are. I did so, and got a call back from them on the 28th. They had already discussed with the repairer, and said to me that they were doing nothing wrong; they had offered a replacement, and had offered to fix the TV, and said the only "unfortunate" thing is that it's taken so long. She also questioned the "reasonableness" of my asking for 50% of the value of the TV, and told me I'd made assumptions - I did point out that this information was provided by her department, and she claimed that they should never have said that. So I asked her what value she would have suggested, then she went on about how one persons version of "reasonable" is different to another. I then pointed out that my version of "reasonable" was that, and we went around in circles a bit after that.

    I think it was about this time I realized I would get nowhere talking to this woman, so let her close off the call. Thanks for nothing, Department of Consumer Affairs!

    As advised by them, I supplied the receipt as proof of purchase, to which they said the insurance company had valued the price of the TV at about 2/3rd's of what we asked for. After not having a TV for over 10 weeks now, I have accepted this, and a refund for the parts we purchased for the TV ($55).

    No other compensation apart from what the insurance were paying was offered.

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