Add to Plan - Samsung tv

[Hays2710]

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

[XRaySpeX]

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

[Hays2710]

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

[XRaySpeX]

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

[Hays2710]

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

[XRaySpeX]

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

[Hays2710]

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

[Midnight_Voice]

@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).

[Christopher_G]

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

[Hays2710]

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


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