Samsung TV - out of Warranty ACL Claim

amityaaron on 02/05/2024 - 12:00
Last edited 02/05/2024 - 13:18 by 1 other user

I wanted to share my experience dealing with Samsung regarding a remedy for my six-year-old Samsung TV that was out of warranty.

I bought a Samsung 65" Curved TV back in March 2018.

Six years later, a white bar appeared at the top of the panel.

On April 19th, I reached out to Samsung through their online chat and was directed to a case manager. After several attempts, during which they claimed I hadn't provided proof of purchase or images of the issue, I finally received a call from the Case Manager.

They informed me that Samsung would not be offering any remedy and there was no further escalation available.

I referenced the Peters vs Panasonic case and pointed out that other TVs in my house, of lower quality, have lasted nine years or more without issues. However, the manager remained firm, discrediting my arguments and reiterating Samsung's decision not to take any action.

I lodged a case with fair trading using their online form.

A few days later, I received a call from an agent whom I confirmed I wanted to proceed with the claim. Their next step is to contact Samsung on my behalf for a response.

This morning, I got a call from a Samsung Australian escalation manager informing me that they would arrange for a technician to inspect my TV to determine if the issue is due to manufacturing or something else.

I'll update this post with further developments. Stay tuned!

Electrical & Electronics Samsung TV Warranty

Comments

Porker on 02/05/2024 - 12:04

+4

Did you provide proof or purchase and/or images of the issue?
- amityaaron on 02/05/2024 - 12:06
  
  +1
  
  That was the first thing I did when I reached out to online support.
  
  It took 2 more conversations with case managers before they actually attached the images to the ticket and could continue with the process.
  - Porker on 02/05/2024 - 12:07
    
    +4
    
    Must be frustrating. Yes, keep us updated.
    
    My glass half empty viewpoint is they'll send someone out who is already geared up to say that it's not a Samsung issue. :\
    - jv on 02/05/2024 - 12:24
      
      -1
      
      They'll need to tell you what is the issue then….
- HeWhoKnows on 03/05/2024 - 13:06
  
  Its a 6 year old TV !!!!!
  
  There is no telling what caused the problem.
  
  Simply moving or knocking the TV could cause it or a power surge.
  
  I bet that Samsung suggest there is NO MANUFACTURING FAULT.
  
  How long TVs last is both luck of the draw and what use and abuse they have coped.
  
  The price and brand name have little to do with how long a TV lasts.
  
  But clearly its obvious to stay well away from some of the cheaper brands which have well publicised reliability issues in various review sites..
jv on 02/05/2024 - 12:21

+4

I bought a Samsung 65" Curved TV

Are curved TVs still a 'thing' ?
- thatonethere on 02/05/2024 - 12:32
  
  +3
  
  in 2018 perhaps yeah
  - jv on 02/05/2024 - 12:42
    
    What about 3D curved TVs ?
    - JimB on 02/05/2024 - 13:30
      
      +2
      
      Yup, while watching content on my Laserdisc.
Downvoter on 02/05/2024 - 12:48

Oh dear
blitz on 02/05/2024 - 13:36

+1

I lodged a case with fair trading using their online form.
A few days later, I received a call from an agent

Wow, this is impressive. Here in the ACT, Fair Trading takes months to get around to investigating cases.
- amityaaron on 02/05/2024 - 13:54
  
  +1
  
  I know right.
  Fair trading was pretty quick.
  They also mentioned it was odd that Samsung reached out so quickly too haha.
  
  Still early in this journey so lets see how long it actually takes.
- Cardy on 03/05/2024 - 21:58
  
  Let me guess what the response from ACT Fair Trading was.
  An apology for the delayed reply (They will blame either a high workload or lack of staff).
  Eventually you will get…
  'We have considered your case and reviewing the information provided by you, we are unable to help you. CASE CLOSED' (NOTE: A decision was made at this point by them and no request for any additional information.)
  Something along the line of 'This may not be the outcome you were hoping for, if you want to take it further contact ACAT as they can make a decision.'
  
  ACT Office of Fair Trade and ACAT are both part of Consumer Affairs and I have asked the Minister responsible why my initial request wasn't just forwarded within the department to obtain a 'decision'. So far (5 weeks) all I have is two emails advising the minister receives a lot of correspondence and his office will be in touch…
  - blitz on 06/05/2024 - 12:51
    
    Almost two months after submitting my case, they still can't tell me when they'll even get to looking at it. Unfortunately, I'm guessing they are under-resourced!
amityaaron on 02/05/2024 - 13:53

+2

UPDATE:

Since I agreed to the TV assessment, Fair Trading's involvement in this matter has concluded, and they've closed my case via email.

They provided me with information on where to escalate the issue if I decide not to accept Samsung's response post-assessment.
In my situation, that would be the NSW Civil and Administrative Tribunal (NCAT).
original15 on 02/05/2024 - 14:04

How much was the TV?
- amityaaron on 02/05/2024 - 15:06
  
  on sale for 1600.
  I think was worth about 2k at the time off sale.
  - Brick Tamland on 02/05/2024 - 17:28
    
    +1
    
    The value of the TV might be too low to stretch for such a long time. JB Hi Fi provide guidance on their website and its only when products cost more than $2k they may provide a resolution for over 2 years under the ACL
  - solidussnake on 02/05/2024 - 18:44
    
    +2
    
    $1600 and you dont think 6 years was good enough for a cheap tv $266 per year, this is very interesting keep us all updated
    - amityaaron on 02/05/2024 - 18:59
      
      +3
      
      considering i bought a soniq tv for well less than half of that 2 years prior thats still working fine.
      My second hisense that i bought second hand off fb marketplace thats probably about 10 years old, still fine.
      
      Grandparents have random cheapo no name brand TVs that are at least 10 years old…still fine.
      
      For $1600 and a "premium" brand such as Samsung, I would expect it to fair a bit better than the random junk TVs ive owned..
      - solidussnake on 02/05/2024 - 19:27
        
        +1
        
        @amityaaron: All tvs regardless of price and quality will outlast or die early, theres other factors like build quality, surge protection, how long one uses its and heaps of other factors, i agree it should have lasted longer but a 65" 4k panel for $1600 is really considered cheap in this day and age
        
        Snoozer on 03/05/2024 - 11:55
        
        @solidussnake: I think it's great that OP is fighting this battle, even for a $1,600 TV there's no good reason why it can't last 10 years. We need to stop accepting crap quality items that generate piles of e-waste.
JimmyF on 02/05/2024 - 14:07

I bought a Samsung 65" Curved TV back in March 2018.

My condolences, just let that TV die…
- amityaaron on 02/05/2024 - 15:06
  
  I know right haha.
  
  useless gimmick.
  
  Should've lasted longer than 6 years though.
  - JimmyF on 02/05/2024 - 15:40
    
    useless gimmick.
    
    Yeah… :(
    
    Should've lasted longer than 6 years though.
    
    Also yeah…..
LanceVance on 02/05/2024 - 15:18

I had a slightly different experience with a Samsung TV out of warranty. It was about 3 years old and was getting stuck in a reboot cycle. I contacted Samsung who informed me there was an extended warranty for my model due to panel issues. 3 days later a technician was at my place replacing the panel which took about 20 minutes.
Overall a great experience, always worth checking!
zoombie on 02/05/2024 - 16:42

+1

If i was a manufacturer like Samsung, I start to advertise my products with 10 yrs warranty and charge a premium for it. Clearly, there's this expectations that the manufacturer should be responsible for lifetime of the product.

shame fair trading is so hopeless against aussie home/apartment builders.
- amityaaron on 02/05/2024 - 16:58
  
  +1
  
  Yeah thats true.
  
  Initially i was just going to accept the tv was dead and that was it.
  I worked at JB Hifi and I would see this happen all the time, and didnt want to turn into one of those people that come in with 15 year old TVs wanting something done haha.
  
  After speaking to family members, who have cheaper TVs with low quality brands, which all are going strong, much longer than 6 years, I thought to myself yeah this isnt right.
  
  Im not a big TV watcher, this tv hasnt been heavily used + wasnt in use for almost 2 years while I was living back at home.
  
  So now, i bring the fight to samsung haha.
  - solidussnake on 02/05/2024 - 19:22
    
    Ive worked at JB carindale for 5 years in Hifi, best case ive ever seen was a 55" FHD samsung it was 7 years old they paid $3500 and JB gave them a full refund
HardQuiz on 03/05/2024 - 01:10

+1

What did the tech say ?
Kodak on 03/05/2024 - 08:22

+2

Keep an eye on the Samsung tech
https://m.youtube.com/watch?v=lLimCcnee9c
DingoBilly on 03/05/2024 - 08:37

+1

Curious to hear how it goes.

I personally would be fine if one of my cheap TV's i bought went out after 6 years. Good reason to upgrade and tech has changed a fair bit since then.

But respect putting it to Samsung to stand by their quality.
Sinnerator on 03/05/2024 - 09:23

OP you are AWESOME, keep up the good fight
Nugs on 03/05/2024 - 10:37

our most used TV in the house is a Soniq 43" E43V15C bought June 2016 for $284.05 (wicked wed 5% off from 299). touch wood, cannot believe only problem so far is a couple of buttons on the remote don't work. used for a min of 4 hours a day
I only bought it because I was sick of our Panasonic G10 plasma being left on for hours a day
.
jonkvh on 03/05/2024 - 11:05

Glad I'm a Sony snob.
amityaaron on 03/05/2024 - 11:08

UPDATE:

I received a call from the tech this morning, informing me that they would order the necessary parts for the TV repair.
Not too sure how they came to the conclusion it was repairable if they haven't done an assessment yet?

My preference is for a replacement or refund, however, I didn't contest their decision and accepted their explanation.

They mentioned that once the parts arrive (within 2-3 business days), a technician will be scheduled to attend.
rysith on 03/05/2024 - 12:25

I had an issue with a 6+ year old LG OLED, developed burn in after having a panel replaced for a display defect.
Went down the ACL path with Fair trading and in the end got a full credit from JB for the approx $5-6k value I paid for it.
They allowed me to then apply that to a larger 77" version and pay the difference (at their commerical insurance pricing, not retail pricing).

Had a similar issue with a newer 48" LG OLED that had dead pixels after about a year of life. Had panel replaced, replacement panel also had dead pixels straight out of the box.
Got a replacement to a current model 48" OLED - all from JB again.
- amityaaron on 03/05/2024 - 13:23
  
  Thats pretty good outcome on both TVs.
  
  When I spoke to fair trading if I should be going to JB (place of purchase) instead of Samsung, they said to keep with Samsung as thats what they usually do.
  
  According to ACL it is the place of purchase, so this confused me a bit.
  
  Either way, hopefully something gets done for me.
Bruceflix on 06/05/2024 - 11:19

+1

Interesting thread. I'd expect Samsung should back that their TVs are made to a standard that 6 years is not considered old. They should absolutely repair/replace/refund.
amityaaron on 08/05/2024 - 16:04

+10

UPDATE: A tech from a local repairer came and replaced the panel free of charge.

He advised that the job would've cost $1400 if Samsung wasnt footing the bill.

Took 3 weeks from the initial talks with Samsung to final resolution.

All in all, im happy with the outcome.

Moral of the story, fight for your rights.
The first "Escalated Case Manager" told me "There is no one to escalate to, Samsung will not be offering a remedy for your case".
One lodgment to Fair Trading later and I had my TV repaired at the manufacturers expense 1 week later.
bobs burgers on 14/05/2024 - 09:19

This is a great success story. Did you originally purchase the tv through Samsung directly, or from some other retailer?
- amityaaron on 15/05/2024 - 13:01
  
  Im happy with the outcome!
  
  It was bought from jb hifi
  - bobs burgers on 15/05/2024 - 16:33
    
    Thanks, I am now in a similar position but a higher priced Samsung tv originally, and chose to proceed through the retailer. Same time frame tho.
    Hopefully good result as well 👍
  - bobs burgers on 28/06/2024 - 15:40
    
    I got my tv repaired, whole front was replaced only main board and power supply board remained old and the tv back. 😂
    Bit of a hassle with Samsung to be honest. TGG was good to deal with tho and had to escalate internally in Samsung to get results.
    6.5 year is not too old on a $4k TV.
    
    I have been made good tho 👍
    - amityaaron on 28/06/2024 - 15:43
      
      ooo thats good news!
      
      So did TGG just contact Samsung on your behalf?
      
      Yeah, Samsung were very standoffish when i spoke to them - Once i made the fair trading complaint and spoke to a samsung australia rep, they changed their tune.
      
      The repair person that came out was so nice too.
      When he was trying to book a time to come around, he was telling me "Ill move my whole schedule for you".
      Turns out, Samsung were hounding him to come ASAP to specifically fix my issue - Fair Trading really got the job done.
      - bobs burgers on 28/06/2024 - 15:47
        
        @amityaaron: Yes, TGG logged an ACL repair request with Samsung directly. I already got denied when I tried Samsung directly (including escalation).
        
        I then read up the ACL after that and the recommendation was to deal with retailer, so I did.
        Didn't have a good gut feel initially when I learnt it's logged with Samsung directly, as they just denied my requests.
        
        Was happy to hear on the second escalation with Samsung , the case manager came back with good news they are taking care of it.
        I would have pursued it further, but thankfully didn't have to.
        
        Was a 20 min job for the repair crew (contracted to local electronics repair business) who were very good to deal with.

Samsung TV - out of Warranty ACL Claim

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