Unhappy Customer

Hi,

My TV (Samsung QLED 65inch – R30000) purchased from Dion wired (Gateway) in December 2018 has just stopped working (switches on but just says ‘QLED’), the TV has almost just turned 3 years old only, I have an extended warranty.

I lodged this with Game stores who sent out a technician from Samsung, after examining the TV he categorically stated to my wife that because it is an extended warranty, they will not replace or credit and will look to repair it. The unit was collected last Friday.

The back of the warranty in fine print says that the retailer will make the sole decision on whether they will repair, replace or refund, I was not made aware of this when taking out the warranty however, should have read first I suppose. The CPA however, clearly states that the customer can make the resolution decision and that extended warranty terms and conditions do not supersede.

I am an avid Samsung supporter and have purchased a K950 soundbar and fridge as well through Dion wired.

The TV has not turned 3 years yet and cost me quite a bit, I am not looking for a repair as I assume that this will be a reoccurring problem and was not a good purchase in the first place (These types of TVs should last approx. 10 years before issues). I would prefer a store credit/refund to purchase another Samsung TV.

In addition, I was sold an extended warranty without being advised that Samsung already has 5-year cover on their premium TVs, so I bought the extended warranty for no reason – mis-sold!

Very unhappy Mass Stores customer, please assist.

Also I have received no responses from emails sent to game yet.

Poor customer service!