Should I Claim Warranty through The Retailer or Manufacturer?

LButt Scratcher on 09/10/2016 - 11:51

This morning, I've noticed a tiny vertical red line straight through the middle of our tv that we bought last boxing day sale (Samsung 60" js7200). I spoke to Bing Lee this morning, and they've told me to contact the manufacturer so that they could send a technician to my house rather than having to lug the TV to bing lee, which would be a bit inconvenient for us since we would have to burrow a car. I have absolutely no clue on how easily it can be replaced i.e. whether or not they'd have to replace the whole panel or replace a few capacitors, but if it can't be fixed I would much rather a refund which seems like something that i might forfeit dealing with the manufacturer based on a quick scan on the ACCC website

You can approach the manufacturer or importer directly, however, you will only be entitled to recover costs from them, which include an amount for reduction in the product’s value and in some cases compensation for damages or loss. You cannot demand a repair, replacement or refund from the manufacturer

It seems a little less headache to me if we just took it straight to the retailer, but is the convenience of the technician swinging by worth it? If anyone else has had experiences dealing with TV warranty claims, your input would be appreciated.

Electrical & Electronics

Comments

  • lesterfreamon on 09/10/2016 - 12:02
    +2

    Samsung's in house service applies to their TVs over 50" to avoid transport damage. You are absolutely covered by the warranty and if it is deemed to be replaced, Samsung & the retailer will arrange this.

  • 2jzzzz on 09/10/2016 - 14:22
    +2

    Yep, Sony came out for my 60". Tech said yep, row of dead pixels. Send a new one and take old away for free.

  • RobMel on 09/10/2016 - 14:41
    +1

    In general Guarantee by store/seller as opposed to Warranty by manufacturer is more generous in terms of coverage and transport/postage.
    However in this case it seems the warranty offers better terms.
    https://www.accc.gov.au/consumers/consumer-rights-guarantees

  • pais on 09/10/2016 - 16:29
    +1

    In most instances, it's probably swifter for you to head to the manufacturer. They (or a someone on their behalf) are ultimately the ones responsible in most warranty claims even if you head to the retailer; the difference in heading directly to the manufacturer is that you cut out the retailer/middle man. Generally speaking, this means turn around times are a bit quicker, particularly in the instance they can diagnose remotely.

  • foxmulder on 09/10/2016 - 16:32
    +1

    In this case as checking TV and replacement is not in your convenience it's best to contact manufacturer.

  • Butt Scratcher on 09/10/2016 - 18:10
    +1

    Thanks for the input everyone, ill be contacting the manufacturer tomorrow

  • apple2016 on 09/10/2016 - 19:58

    Usually Samsung is quite easy to deal with.

  • [Deactivated] on 10/10/2016 - 11:48

    just be glad the tv didn't explode

  • Butt Scratcher on 13/10/2016 - 11:47

    Just a follow up, a technician swung by yesterday and said my TV's panel is faulty. Today samsung rung me and offered me 3 options, store credit, full refund or a replacement. The replacement they offered is a series 8 (ks8005) 60", so i decided to take them on that offer as it is an upgrade to the faulty tv which sits between a series 7 and 8 (i paid 1800 for the old tv on a boxing day sale, while the replacement apparently goes for 3200!).

    Gotta say, i'm very happy with how quickly they've dealt with it and how it was done. The fault seemed quite minor too, a vertical line that was 1 pixel in width through a 4k television is hardly visible at a distance, my parents who used it on a daily basis didn't even pick it up.

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