topic Re: Add to Plan - Samsung tv in TV

Add to Plan - Samsung tv

Hays2710 — Fri, 31 Jan 2025 11:47:04 GMT

Hi All, Just wondered if anyone could help me as EE & Samsung aren't! I got a Samsung tv at the end of September 2024. From the start of October the Tv started making a loud crackling noise (on every channel) and now the sound goes completely up to an hour at a time. I contacted EE - said to contact Samsung - as you can imagine - going round in circles. Who is to responsible for the replacement? t

Re: Add to Plan - Samsung tv

XRaySpeX — Fri, 31 Jan 2025 12:48:59 GMT

@Hays2710 : It'll be under a Samsung guarantee. Contact Samsung.

Re: Add to Plan - Samsung tv

Hays2710 — Fri, 31 Jan 2025 13:38:18 GMT

Hi I have contacted Samsung. They have referred me back to EE. This is a joke!

Re: Add to Plan - Samsung tv

XRaySpeX — Fri, 31 Jan 2025 14:27:48 GMT

Well, it was only about a month after purchase that it went faulty. EE should take responsibility.

Re: Add to Plan - Samsung tv

Hays2710 — Fri, 31 Jan 2025 14:39:18 GMT

They won't. I've spoke to them on numerous occasions to explain that it's not fit for purpose & is faulty. They keep directing me back to Samsung.
I'm at my wits end now!
I'm thinking about getting in touch with a solicitor, as been getting messed about for the last 4 months. Could understand it if it was a cheap tv, but not a £1K one

Re: Add to Plan - Samsung tv

XRaySpeX — Fri, 31 Jan 2025 14:41:31 GMT

Your contract is with the seller. THe Guarantee is just a fall back.

Re: Add to Plan - Samsung tv

Hays2710 — Fri, 31 Jan 2025 14:44:36 GMT

EE have said that it's nothing to do with them. Thank you for your help @XRaySpeX Any more advice would be great.

Re: Add to Plan - Samsung tv

Midnight_Voice — Fri, 31 Jan 2025 15:43:04 GMT

@Hays2710

I’m not clear here. Did you buy the TV from EE?

If so, then EE is the retailer, and it is absolutely their responsibility. And the presumption in the first six months is that any fault was there from delivery; you don’t have to prove it was, if EE dispute this, they have to prove it wasn’t.

Call them again, and ask to be escalated until you can speak to someone who understands the Consumer Rights Act 2015.

If they dig their heels in, report them to Trading Standards.

Or use this template letter here:-

https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act-aKJYx8n5KiSl

Note that in your circumstances, it being between 31 days and six months from purchase, you must give EE one chance to repair the item, and only if they fail to do this, or fail in doing it, can you ask for a refund or a replacement.

Oh, and if things really go south, you don’t need a solicitor to take them to the ‘Small Claims Court’. (It’s not really called that, but everyone will know what you mean).

Re: Add to Plan - Samsung tv

Christopher_G — Fri, 31 Jan 2025 18:26:27 GMT

Hi @Hays2710

Welcome to the community.

If your goods arrive faulty or become faulty within 6 months, we will often instruct you to contact the manufacturer directly for a warranty refund, repair or replacement. This is often the quickest way to have a fault resolved. If they confirm the item is faulty, they will repair or replace it for you or refer you back to us with a fault number/document and our customer service team will arrange the return for you.

Chris

Re: Add to Plan - Samsung tv

Hays2710 — Fri, 31 Jan 2025 19:42:18 GMT

Hi. They've said it's down to EE to resolve.

Sent from Outlook for Android<>

Re: Add to Plan - Samsung tv

Midnight_Voice — Fri, 31 Jan 2025 21:24:55 GMT

@Hays2710 @Christopher_G @XRaySpeX

Did you buy it wholly or partly (at least £100?) with a credit card?

In that case, you may wish to pursue the credit card company with a Section 75 claim.

Re: Add to Plan - Samsung tv

Ali_A — Sat, 01 Feb 2025 10:19:19 GMT

Hi @Hays2710

If you’ve got an issue with your Samsung TV or appliance and you need support in your home, you can book a repair online to get your issue sorted.

You can book your in home repair at Samsung | Book your repair

Just select TV and Visual, followed by TV and then continue to pick the issue closest relates to your problem. It will then offer you to book a repair appointment.

Hope this helps

Ali

Re: Add to Plan - Samsung tv

Hays2710 — Sat, 01 Feb 2025 14:32:26 GMT

Hi all. Thank you for all your messages. EE keep referring me to Samsung. Samsung refer me to EE. I just want a replacement. The tv was brought via add to plan. Now paid from September to January.

Will try EE &Samsung again.

Any more advice would be appreciated.

Re: Add to Plan - Samsung tv

Hays2710 — Sat, 01 Feb 2025 14:33:17 GMT

Forgot to say have sent about 20 video clips to Samsung too

Re: Add to Plan - Samsung tv

Midnight_Voice — Sat, 01 Feb 2025 15:46:25 GMT

@Hays2710

What @Christopher_G quoted was the Returns conditions from the EE Store.

https://store.ee.co.uk/help/returns-and-refunds/returning-goods-our-returns-policy

That page also describes how you can use their Online Returns tool.

Have you tried to use this?

I would suggest that you try it again, and pre-empt any attempt to have you go to Samsung instead by quoting any of the knock-backs you have had from Samsung, explaining that the EE Store policy relies on their agreements with manufacturers, and that if they don’t actually have one with Samsung (or even if they do) that the Consumer Rights Act 2015 places the onus of dealing with this squarely on the EE Store as the retailer and will they please fulfil their statutory obligations here?

I hope this would be enough, but if not, you may find this helpful:-

https://www.citizensadvice.org.uk/consumer/get-more-help/report-to-trading-standards/

Re: Add to Plan - Samsung tv

Hays2710 — Sat, 01 Feb 2025 17:39:51 GMT

Hi. I've been with Orange now EE for over 20 years. Never had an experience like this before. I'll try the links that you have sent me - fingers crossed!

Will keep you updated.

Thanks again to all

Re: Add to Plan - Samsung tv

Richardr66 — Sat, 01 Feb 2025 18:07:25 GMT

Do you know whether it is the TV that is faulty, or [presumably] an EE TV box plugged into it? Do you only watch TV via an EE TV box?

Re: Add to Plan - Samsung tv

traceysam — Tue, 15 Jul 2025 17:44:58 GMT

Did you register your new tv with Samsung when you first got it because the warranty period is set by Samsung not EE. If you didn't dont panic you can still do that now

Best tip i have for your issue is

Open your TVs E-manual then open the A-Z at top right hand side of your screen. Theres links there that take you direct to the settings menus so quicker than you looking for it yourself. can perform sound tests in Troubleshooting that may identifytheproblem & you can contact Samsung support or request remote assistance directly from your TV .

Please try this I hope it works for you.