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

[Midnight_Voice]

@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.

[Ali_A]

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 

[Hays2710]

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.

[Hays2710]

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

[Midnight_Voice]

@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/

[Hays2710]

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 

[Richardr66]

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?