Samsung TV Warranty - Is Proof of Purchase Required?

tofusana on 15/10/2018 - 04:53

I purchased a 2016 model Samsung TV from Gumtree about 6 months ago. The seller told me the TV was brand new and recently refurbished so it should have another 6 months warranty left. I definitely believed them because the TV still had a brand new plastic film on the screen and bezels.

Lately I've been having some problems with the TV and would like to get it fixed while I still have 6 months warranty left. However when I purchased the TV 6 months ago, the Gumtree seller said he didn't have a Proof of Purchase. He assured me that you don't need to provide a Proof of Purchase if you call Samsung directly. Apparently if you call Samsung, they will just send a repair man to assess the problem and then take it back to fix it without ever having to provide any receipts or proof of purchase.

Does anyone know if this is true or not? From anyone else's experience, did you have to provide any proof of purchase if you called them instead of doing it online? Because I know if you submit a warranty claim online, it asks you to attach a proof of purchase, that's why I'm confused. The seller also suggested to tell Samsung on the phone that a family member gifted me the TV, is this a bad idea?

I'm afraid I might only have one shot at calling Samsung so I don't want to mess up and i'd like to be prepared for any questions they might ask me.

Cheers

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Comments

  • whooah1979 on 15/10/2018 - 05:45
    +4

    he didn't have a Proof of Purchase

    A supplier may refuse to provide a remedy without proof of purchase.

  • vinni9284 on 15/10/2018 - 07:08
    +1

    Call them and explain the issue.

    I have heard from other posters in this forum that Samsung has honoured warranty even after the warranty expired.
    They can do a serial search to ascertain the age of the TV.
    I'm sure that they will honour warranty if the TV is faulty.

    Many manufacturers has T&C's regarding having proof of purchase however I have heard that many have still honoured the warranty without receipt.

    You have nothing to lose. :-)

    Cheers

    • tofusana on 15/10/2018 - 11:13

      You're right, I think my only option is to be truthful about what happened. I don't even know the seller's full name so I'm afraid to say it was gift incase they ask me. I'll give it a try soon but looks like I'm out of luck hearing other people's responses. I can't even get through to the Gumtree seller's number anymore.

      • KingJuf on 15/10/2018 - 11:50

        Further more if its been refurbished/replaced recently they should be able to pull up records with the serial no.

  • jason101 on 15/10/2018 - 07:59

    Genuine question to the many armchair experts here: Does the warranty even apply if the OP is not the original purchaser of the item, ie. As Samsung or their agent did not sell the TV to the OP is his claim even with Samsung OR with the merchant who sold the item, ie in this case a private seller so effectively there is no warranty?

    • thatonethere on 15/10/2018 - 09:03

      Samsung warranty say it can be transferred however need original proof of purchase or credit card statement.

    • follow on 15/10/2018 - 09:26

      Technically yes. That's why seller told op to say it was a gift. Gifts recipients are entitled to the same rights as the original purchaser

      • HighAndDry on 15/10/2018 - 11:45
        +1

        No - seller told OP to say it was a gift because seller had no receipt because seller was dodgy. I mean seriously - brand new refurb (with plastic film!) but no receipt? That screams 'back of the truck' merchandise.

        • whooah1979 on 15/10/2018 - 17:11
          +1

          'back of the truck'

          These type of goods doesn’t come with a manufacturers warranty nor a statutory guarantee.

          the TV was brand new and recently refurbished
          It’s strange that the seller have no documentation from the original transaction. It’s also strange that they would call it brand new and refurbished at the same time. It may be one or the other, not both.

    • ThithLord on 15/10/2018 - 09:55
      +1

      Under ACL the warranty is transferable.

      • hikaru78 on 15/10/2018 - 10:19
        +2

        and under acl they are well with their rights to ask for a proof of purchase.

  • Tightpocket on 15/10/2018 - 09:21
    +1

    Been there before but in this case it's my own samsung tv - you will need proof of purchase as you will need to know which store you bought it from, date of purchase and serial number (but this can be found at the back).

    Once you have that, they will send a repairman which will then said your tv is bust so here's the money and go get yourself a brand new tv, they'll then take the tv off you and deposit you the money.

    Although I have a feeling that if you are not the original purchaser you will have to get the seller to do it for you.

    • jorf on 15/10/2018 - 09:29

      Once you have that, they will send a repairman which will then said your tv is bust so here's the money and go get yourself a brand new tv, they'll then take the tv off you and deposit you the money.

      You'd be surprised. They replaced the entire LCD on my TV.

      • Tightpocket on 15/10/2018 - 09:42

        Wow that's probably one dedicated repairman, mine was really good - he gave me 2 options, he can fix it or he can tell his employer that the TV can't be repaired or the parts required can't be sourced and then Samsung should give you another 2 options - give you an upgrade and pay the difference or they refund you the money (full original purchase value).

        I took the money and get myself some LG oled.

    • tofusana on 15/10/2018 - 11:08

      Well, that's an issue. I tried calling them but it seems like they changed their number (or maybe blocked)… I don't want to be THAT guy who knocks on someone's door for a purchase made many months ago.

      Did you go through their online claim or did you call them? I don't have any of those information besides the serial number. Didn't even get the seller's full name. Darn looks like i'm screwed.

      • Tightpocket on 15/10/2018 - 11:20

        Has to be from the phone call, online form makes it even harder for you as you will need to fill in everything.

        Sorry man I think the seller probably know there's something wrong with the TV hence the recently repaired/refurbished, the plastic film didn't warrant that the TV is recent, it's probably well looked after but with technology it will eventually break and the film usually is just a habit, I know some people that does this with their appliances and mobile - they try their hardest to keep the plastic or the film intact.

        Since you have nothing left to lose might as well just give them a ring.

  • jorf on 15/10/2018 - 09:26
    +1

    I have had a Samsung TV repaired under warranty in the last 8 months or so. They definitely ask for proof of purchase before they do anything else.

    • tofusana on 15/10/2018 - 11:09

      Was this all done through phone calls?

      • jorf on 16/10/2018 - 09:47

        Mostly yes. I emailed the purchase receipt to them. They called me at various points to tell me stuff. It was very simple and they did the repair on a Saturday which was good too.

  • altomic on 15/10/2018 - 09:40
    +3

    What did Sony say when you called them?

    • Ughhh on 15/10/2018 - 09:52
      +1

      "wrong company idiot"

      • altomic on 15/10/2018 - 09:59
        +1

        My bad. So, what did hisense say when you contacted them?

        • [Deactivated] on 15/10/2018 - 10:06

          Yeah. What did hisense say? Too scared to tell us hey.

  • HighAndDry on 15/10/2018 - 11:43

    I definitely believed them because the TV still had a brand new plastic film on the screen and bezels.

    Christ there really is one born every minute.

  • the Unforgiven on 16/10/2018 - 12:54

    did you get a 5 finger discount on the TV, is that why no receipt?

  • Titus Afishes on 17/10/2018 - 21:37

    Sorry to be the bearer of bad tidings, but, I had a similar experience with Samsung. Without proof of purchase, they WON'T honour warranty - even when their Serial No. data base verifies that the product IS within the stipulated warranty period.

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