What Would You Do? Repair Vs Replace on Brand New Faulty TV

JimmmyF on 13/04/2023 - 10:04
Last edited 13/04/2023 - 14:01 by 1 other user

Just seeing what the community's opinion is regarding this.

I bought a brand new TV (Samsung Oled) from the Goodguys on Sunday after negotiating down the price. On Monday it was shipped. On Tuesday, I noticed a dead pixel so I contacted the Goodguys on Wednesday. Goodguys has provided me a number to contact Samsung to arrange a repairer for an assessment.

I followed through with this and booked the repairer however I was noticed that the repairer intends to replace the panel.
Would it be reasonable for me to push for a replacement TV rather than a panel replacement? The fault was discovered <24 hours of ownership.

I realise the replacement TV may have faults of their own (Samsung QC is terrible) but I assume if it does then I can request another replacement.

**Edit: For those who are saying goodguys should not have directed me to Samsung, I need to clarify a point. Goodguys provided with the manufacturer phone number and the option to call them to schedule a repairer. They also advised that Samsung will contact me in 2 days. I elected to be proactive and contact them to schedule a repairer ASAP.

Poll Options

  • 19
    Replace panel
  • 58
    Replace TV
Electrical & Electronics

Comments

  • Seaword on 13/04/2023 - 10:09
    +6

    Replace the TV, and it is on them to work with Samsung. See if you can return for a refund.

  • SBOB on 13/04/2023 - 10:10
    +5

    What's Samsung's pixel policy?
    One dead pixel on a large OLED?

    I'd be back at good guys, in store, discussing a replacement being sent out.A repair on a unit days old is not an acceptable or 'reasonable' solution.

    • JimmmyF on 13/04/2023 - 10:54
      +1

      There's no formal pixel policy but they were happy to send a repairer out on the basis of one dead pixel on the large OLED

  • Jimothy Wongingtons on 13/04/2023 - 10:13
    +7

    Depends how annoying it is to get in and out of the house I guess. but if the techie can come replace the panel quick and promptly i would probably personally accept a panel change.

  • freefall101 on 13/04/2023 - 10:20
    +12

    For a minor fault, they are well within their rights to repair it and not offer a refund or replacement - https://www.accc.gov.au/consumers/problem-with-a-product-or-…

    Personally I had a samsung TV that had a faulty panel (from day one), they came to my house and replaced the panel on the spot, didn't really take long. TV still works 9 years later. It was way easier than doing a replacement for the whole unit. It was also properly faulty, I could have pushed for a replacement or refund as a major flaw (it was unwatchable) but the repair was still easier.

    • JimmmyF on 13/04/2023 - 11:04

      I could argue the fault is considered major because:
      "If a reasonable consumer had known about the problem, they would never have bought the product"
      https://www.consumer.vic.gov.au/products-and-services/refund…

      But that argument would go for any faults lol.

      Just peeved its on a brand new TV. If it occurred a few months into ownership, fair enough, I'll take the repair.

      The only time I had a dead pixel in the past was on a factory second product .

      • freefall101 on 13/04/2023 - 11:18
        +2

        "A minor problem can be fixed within a reasonable time." - that's why this is a minor fault. Someone can show up at your house and simply fix it on the spot.

        The only issue I have is Good Guys should have organised it with Samsung to send the tech out, although they'd need to talk to you anyway to sort out the time so it just skips a step.

        I get where you're coming from, you're basically winding up with a refurbished TV, but having been through it (albeit 9 years ago) the samsung dude rocking up and replacing the panel was better than having people come and unbox a new TV, box up the old one and haul it away. But it was different circumstances, it was a $700 TV, we had a small apartment at the time and he even did a colour calibration for us and tested it for a while to make sure it was working. There was very little chance of something else being wrong with the TV (I'm betting no other samsung TV has been through the same level of QC).

      • Seraphin7 on 13/04/2023 - 11:52

        "If a reasonable consumer had known about the problem, they would never have bought the product"

        This phrase gets over used. As you imply, it is obvious that no consumer is going to buy an even slightly imperfect product when there is a perfect product sitting right next to it at the same price.

        In your same link, the phrase "The product cannot do what the consumer told the salesperson they needed it to do, or what it is normally supposed to do, and this problem cannot be fixed quickly or easily" is used. That would actually be more applicable to a dead pixel (clearly some manufacturing defect that everyone seems to have agreed on) where the issue can, in practical terms, be fixed immediately (which seems to be what has been offered).

      • happydude on 13/04/2023 - 12:18

        You're exactly right.

        A "reasonable consumer" is taken to understand that mistakes and quality issues can happen in large scare and complex manufacturing. The law's view is a reasonable consumer understands the risk of an issue, but would still purchase the product in the knowledge that any issues would be quickly resolved.

        "Reasonable consumer" and "Ozbargin Consumer" are not always completely aligned….

      • solidussnake on 13/04/2023 - 16:07

        What type of pixel is it stuck on a colour or dead and stuck on black ?

    • deva5610 on 13/04/2023 - 11:05
      +2

      Came here to say similar. 1 dead pixel is a minor fault. A panel replacement is a reasonable solution to fix it.

  • JDMcarfan on 13/04/2023 - 10:33
    +1

    this is something that has happened within 24 hours and not months into ownership.
    the TV is as good as being DOA in that case and I'd be calling GG to come collect and replace/refund (let them take care of it)
    if you were perhaps 1 year into ownership and a similar event happened, I'd be more sympathetic to them asking you to contact Samsung directly.

    OP I've got a Samsung sound bar (purchased in BF sales last year) that has issues and have had it repaired under warranty (noted maybe a week into ownership and dropped off for repairs around 1 month in). Samsung have been good to deal with but their repair centre is about 40min away (I live smackbang in the middle of sydney metro) and it has been a hassle to get there and back, including loading everything into the car. I'll be contacting them for a refund/replacement with a new series device now as the issue is persistent, but would assume that repairing a TV would be both more costly for them, and much more difficult for you to transport as its unlikely they'd organise pick-up and delivery.
    If they send a repair person you might have better luck, and convince them to push Samsung for a refund/replacement

  • [Deactivated] on 13/04/2023 - 10:35
    +3

    (Samsung QC is terrible)

    Then why purchase their product?

    • JimmmyF on 13/04/2023 - 10:56

      The alternative is out of budget

  • colossus on 13/04/2023 - 10:38

    You should not have to go to the manufacturer. Within such a short period, this should be managed by the GG.

    My recommendation is pursue either replacement or refund.

    • Murkymerv on 13/04/2023 - 11:03
      +2

      Why , when issue is being resolved by a replacement panel . Hassel of having to get it back to the retailer or Samsung , doesn't make sense ….

      • [Deactivated] on 13/04/2023 - 11:37
        +3

        Because as per Australian Consumer Laws, it's illegal for the retailer to direct you to the manufacturer, that's why.

        You can do that of course of your own accord, but the retailer can't get you to do it.

      • colossus on 13/04/2023 - 15:13

        Yes, that is one outcome but not one I'd chose because it's a fault identified immediately so OP is entitled to replacement or refund if OP chooses.

        OP should not be being directed to go to the manufacturer. That suggests the GG are only interested in sales, not customer service.

        Any time I purchase an appliance, I confirm with the sales person that if any immediate issues, I come back to the store not the manufacturer.

        Also, if it needs to be returned due to being faulty, store should pay delivery to store. If change of mind, customer pays.

  • KaTst3R on 13/04/2023 - 10:54
    +5

    The retailer should be the one managing the fix up on your behalf.

  • saitaris on 13/04/2023 - 11:28

    Minor fault. Arguably the retailer should replace it out of goodwill, but they are not legally obliged to if a panel replacement can fix it.

    Don't see the issue with a panel replacement TBH as long as it fixes it on the spot.

  • bargainy on 13/04/2023 - 11:42
    +2

    The only Samsung product that doesn't suck quality wise is there vacuum cleaners.

    • resubaehtgnolhcs on 13/04/2023 - 11:54
      +2

      A vacuum that doesn't suck … not looking good for any Samsung products then?

  • spackbace on 13/04/2023 - 11:56

    Samsung have had a reputation for replacing TV's from minor faults. We had one which developed a line through the middle, they replaced the TV and didn't bother asking for the old one back

  • Drakesy on 13/04/2023 - 12:06
    +1

    Sounds like 1 dead pixel doesn't constitute a defect, need a few more

    • bargaino on 13/04/2023 - 12:30
      +3

      How would you even notice one dead pixel in 8 million? OP must have used a test pattern, and gone searching. Talk about first world problems!

      Unless he means a (sub)pixel stuck on. I can see that being annoying.

      • JimmmyF on 13/04/2023 - 13:42
        +1

        Its not uncommon to test your monitors and TV after purchase. Once you notice it, you cannot unnotice it, especially during high brightness white scenes.

        I'm sure manufacturers will be happy if we start accepting these defects as normal. If I wanted to risk a dead pixel, I would have gone looking for a factory second TV.

        • Deridas on 13/04/2023 - 21:06

          I actually with the OP here. I remember buying my first LCD 17" monitor 19 years ago - agreement was I pay for the monitor, then straight away open the box, test the panel with their computers (I still remember it was a VGA cable), ensure there was no dead/bright pixels (or ensure it was within the limit of what the manufacturer stated), before taking it home. Back then bright/dead pixels to the computer whiz kid was a huge thing.

          I'm no longer a computer whizkid, I also rarely buy TVs/Monitors nowadays (and the ones I did I don't bother checking like that anymore), and I'm sure manufacturing technology has improved since, but I still remember the no.1 priority back then for me, it would be like an itch you can't scratch, you can never "unnotice" the dead/bright pixel.

      • solidussnake on 13/04/2023 - 16:11

        Sounds like op is going to go through a few panels looking for the perfect one 🤣

        • JimmmyF on 13/04/2023 - 16:17
          +1

          Is a perfect panel that rare? I've bought phones, laptops, monitors and my previous TV and none had a dead pixel. The only time was from a factory second monitor where it was mentioned in the product description.

          • solidussnake on 13/04/2023 - 17:23
            +1

            @JimmmyF: Yes according to manufactures up to 5 dead pixels some find acceptable then it depends if they're clustered together

  • skid on 13/04/2023 - 12:11
    +1

    Since the TV is practically brand new, I'd take the panel repair because a replacement is a gamble - you don't know how long it will take to source and deliver the replacement, the replacement may have defects of its own like scratches or warped panel, dodgy power supply etc. With a panel repair, the repairman won't leave unless the TV is 100% fixed.

    If the TV were years old, I'd take a replacement as it's nearly certain that you'd get a newer model.

  • AustriaBargain on 13/04/2023 - 13:53

    Replace TV, but Samsung will come out to your home and replace the panel/other components for free, I've seen them do it. Guys in a van rock up to your house, I'm guessing Samsung contractors.

  • bobbified on 13/04/2023 - 14:00

    If the TV doesn't fit in the car and I had to stay home and wait for someone to pickup and then wait for someone to redeliver a new one or there's no stock and I had to wait for more stock, I'll take the panel replacement. Otherwise if it's relatively simple to get the TV back and swap a new one, I'll take the new one.

  • tallkid123 on 13/04/2023 - 14:29

    I bought a Samsung tv last year. One of the backpanels wasn't working from day one so I ended up replacing the TV through Harvey Norman.

    No issues since.

  • JimmmyF on 13/04/2023 - 16:20
    +5

    Update:
    Good guys agreed to replace the TV

  • jizmo on 13/04/2023 - 16:35

    Did Samsung tell you they're going to take the TV away for a week? They did with mine, 3 times, back around 2014. The last time, the guy went on holidays, and it stayed with them till he came back 3 weeks later.

    • JimmmyF on 13/04/2023 - 16:37
      +1

      Samsung arranged for a 3rd party repairer partner to come to do the assessment and repair. When I contacted the company, they were going to order in the panel to do the repair on the same day.

      • jizmo on 13/04/2023 - 16:46

        Well, that's got to be easier than trying to dump another massive box, and you're not too inconvenienced. Just hope that's the only thing and it lasts for many years to come.

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