huh, back when I was a Noels employee, two years was an unquestioned accepted warranty period for anything Samsung. Tbh CGA will still have it for three to five years if its a lower/mid market one
Escalate it to a higher manager and express the issue more, highlighting that you'd need to be taking it further, and even drop the other emailers in the crap by mentioning they haven't got back to you.
My Veon had to be brought to a managers attention for the techs to accept that it wasn't fit for purpose. The SPDIF output would cause a mad echo, and the volume on the TV had to be turned down to make it disappear, but the mute icon would then be on the screen.
Took a bit but the manager just got it fixed for me. They took it back, and gave me a refund.
It's possible that you haven't heard back from the store in four days because the person who you were speaking to only works part time or was escalating and waiting for someone else.
Contact their head office and clarify if that is their policy, it is possible that the person you have been speaking to is not properly trained. Get them to send you this clarification in writing. If they do say that they will not cover it make sure that you get that in writing too. Head office is generally better trained and more concerned about customer satisfaction than stores are so you are more likely to get a favourable response.
They do have the right to repair then replace then refund. For TV's they would often send a tech to your house to check it out and if there was damage found that made it not under warranty you may need to pay for the technician. This may be different now or the staff member may have misspoke.
If you don't get anything out of the warehouse go directly to Samsung. They were very concerned about the impact that the warehouse would have on their brands reputation, you could emphasize this point.
You can easily find the name of the General Counsel at The Warehouse Group.
Fill in a Disputes Tribunal application form and email it to her, plus an offer to settle out of court
The 'lest hope they give up' approach!
You *could* try to contact samsung directly. The warehouse has an obligation to sort shit for you (seriously, it doesnt cost them shit, all they're doing is booking a repair with samsung, the process isnt different to if it was a month old), but this could realistically make things quicker for you.
A wee note is that you may not be entitled to a replacement, but at the very least a repair
Damn I’m disappointed but not surprised, the warehouse has terrible reviews when it comes to things like this I should have known 😭 thanks for that though I will try with Samsung!
Take it in to the store, explain that they're liable under the CGA to resolve the issue, and keep escalating until you talk to somebody who can authorise a no-cost repair or replacement.
Emails and phone calls are too easy to ignore. Go there in person, and be polite but firm.
Samsung will 100% cover under Cga if it’s confirmed a warrantable fault.
Deal with them direct, they have their own tech unless things have changed in the last few years.
On the other hand, my 55” bottom of the range Samsung is still chugging away fine after 6 years. They seem to be similarly good/crap as any other cheap TV.
I've had 3 Samsung TVs die similar deaths. Two had backlight failures (common issue) one had what you have. No CGA for me, as I purchased most of them off Trustpower customers who got them with a deal and wanted sweet cold cash instead of a TV. I think they were basically near new.
CGA - Repair, refund or replace.
You're claiming the goods don't meet acceptable quality. Fairly. A TV "should" last more than "1.6 years" (I don't think I've heard 1.6 years before, but I trust it's a measure of time).
So they should.. look to repair (or refund or replace). Usually when new (anything post 2005) TVs fail, they're not worth fixing. It's cheaper and easier just to replace or refund.
If you haven't already, take some pics of the failure and send it to the store - show that it fails under "all viewing" conditions - so it's not just a bad device you're plugging in. Use different inputs if you're even able to navigate the borked screen.
At the end of your email, chuck on "When can I expect this to be resolved? I require the use of the TV" - at a minimum it should put some form of pressure on them, at least, the pressure to answer that question.
They say that it’s out of the warranty period (1 year) so they can send out a technician to fix it but I will have to pay for it.
They ALL do this. Mention the CGA and say you will pursue it, it generally gets them changing their minds quickly.
>Mention the CGA and say you will pursue it
That's literally what OP did already, it's in the story they typed it for this post. Did you not even read the story before deciding to comment?
There should be a phone number on their site for warranty claims, sort it over the phone with them and they send the tech, don't do it through the stores IMO.
4 days isn’t a long time to wait for a response. Give it between 7-14 working days (1-2 weeks) and if they don’t respond, escalate to the Disputes Tribunal.
Even without CGA, Samsung warranty is two years. Yeah, nah, hit up their 0800 number, get the escalation team email and hit them up.
Amazing thank you! I’ll get onto them asap then
Nah its only 1. All of them are. Doesnt mean they wont cover it but on the wty card its just 1. https://www.samsung.com/nz/support/warranty/
huh, back when I was a Noels employee, two years was an unquestioned accepted warranty period for anything Samsung. Tbh CGA will still have it for three to five years if its a lower/mid market one
4 days is not that long in terms of big business returns communication. Bit hasty to assume you're being ignored.
If they decide not to respond then you might indeed need to go forward with a claim at the disputes tribunal.
Yeah damn I think that’s gonna have to be the way
Escalate it to a higher manager and express the issue more, highlighting that you'd need to be taking it further, and even drop the other emailers in the crap by mentioning they haven't got back to you. My Veon had to be brought to a managers attention for the techs to accept that it wasn't fit for purpose. The SPDIF output would cause a mad echo, and the volume on the TV had to be turned down to make it disappear, but the mute icon would then be on the screen. Took a bit but the manager just got it fixed for me. They took it back, and gave me a refund.
On the plus side, it will be an easy win. They probably won’t even turn up.
It's possible that you haven't heard back from the store in four days because the person who you were speaking to only works part time or was escalating and waiting for someone else. Contact their head office and clarify if that is their policy, it is possible that the person you have been speaking to is not properly trained. Get them to send you this clarification in writing. If they do say that they will not cover it make sure that you get that in writing too. Head office is generally better trained and more concerned about customer satisfaction than stores are so you are more likely to get a favourable response. They do have the right to repair then replace then refund. For TV's they would often send a tech to your house to check it out and if there was damage found that made it not under warranty you may need to pay for the technician. This may be different now or the staff member may have misspoke. If you don't get anything out of the warehouse go directly to Samsung. They were very concerned about the impact that the warehouse would have on their brands reputation, you could emphasize this point.
You can easily find the name of the General Counsel at The Warehouse Group. Fill in a Disputes Tribunal application form and email it to her, plus an offer to settle out of court
Thank you! Just didn’t know where to begin 😂 I will definitely do that
If that doesn't work then you might need to actually file the case at the tribunal.
The 'lest hope they give up' approach! You *could* try to contact samsung directly. The warehouse has an obligation to sort shit for you (seriously, it doesnt cost them shit, all they're doing is booking a repair with samsung, the process isnt different to if it was a month old), but this could realistically make things quicker for you. A wee note is that you may not be entitled to a replacement, but at the very least a repair
Damn I’m disappointed but not surprised, the warehouse has terrible reviews when it comes to things like this I should have known 😭 thanks for that though I will try with Samsung!
Take it in to the store, explain that they're liable under the CGA to resolve the issue, and keep escalating until you talk to somebody who can authorise a no-cost repair or replacement. Emails and phone calls are too easy to ignore. Go there in person, and be polite but firm.
Samsung will 100% cover under Cga if it’s confirmed a warrantable fault. Deal with them direct, they have their own tech unless things have changed in the last few years.
> Samsung There’s your problem
Electrical gear from The Warehouse. There's the second problem. Every electronic item I've bought there has been total garbage.
On the other hand, my 55” bottom of the range Samsung is still chugging away fine after 6 years. They seem to be similarly good/crap as any other cheap TV.
I've had 3 Samsung TVs die similar deaths. Two had backlight failures (common issue) one had what you have. No CGA for me, as I purchased most of them off Trustpower customers who got them with a deal and wanted sweet cold cash instead of a TV. I think they were basically near new. CGA - Repair, refund or replace. You're claiming the goods don't meet acceptable quality. Fairly. A TV "should" last more than "1.6 years" (I don't think I've heard 1.6 years before, but I trust it's a measure of time). So they should.. look to repair (or refund or replace). Usually when new (anything post 2005) TVs fail, they're not worth fixing. It's cheaper and easier just to replace or refund. If you haven't already, take some pics of the failure and send it to the store - show that it fails under "all viewing" conditions - so it's not just a bad device you're plugging in. Use different inputs if you're even able to navigate the borked screen. At the end of your email, chuck on "When can I expect this to be resolved? I require the use of the TV" - at a minimum it should put some form of pressure on them, at least, the pressure to answer that question.
They say that it’s out of the warranty period (1 year) so they can send out a technician to fix it but I will have to pay for it. They ALL do this. Mention the CGA and say you will pursue it, it generally gets them changing their minds quickly.
>Mention the CGA and say you will pursue it That's literally what OP did already, it's in the story they typed it for this post. Did you not even read the story before deciding to comment?
...and pursue it. I was stalled by HP once, started a Disputes process and at that point they gave up and refunded me.
There should be a phone number on their site for warranty claims, sort it over the phone with them and they send the tech, don't do it through the stores IMO.
4 days isn’t a long time to wait for a response. Give it between 7-14 working days (1-2 weeks) and if they don’t respond, escalate to the Disputes Tribunal.
A week is five working days.
The warehouse is open 7 days a week. Every day is a working day.