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Q: I purchased a 50-inch Samsung TV. Six months later, the display panel failed. When I called Samsung, they said they couldn't do anything since the TV is out of warranty.
I then wrote to the executive contacts you list on your site, and Samsung repaired my TV. I have the receipt for the repair.
The display panel failed again last week, and Samsung offered to repair it. Unfortunately, parts are unavailable.
Samsung is now telling me I have to buy a new TV. I have talked to Samsung on the phone and have spoken with managers in multiple departments. I also exchanged text messages with them earlier this week.
I would like Samsung to replace my TV as I feel it is a lemon. I'd like to get back the $500 I spent on the TV. Can you help me? -- Martin Griffin, Wauwatosa, Wis.
A: Your TV should last more than a few months -- and no, the solution is not to buy another TV. (And if you do, it probably won't be a Samsung TV.)
Samsung said your TV was out of warranty, but that's not the entire story. There's an express warranty (the one in your contract) and an implied warranty. True, you were outside your warranty period for your TV. But there's an implied warranty that your TV won't break down after only a few months. I explain the difference in my complete guide to getting a repair, replacement or refund.
First, let me commend you on using our executive contacts for Samsung. Reaching out to a customer service manager the first time your TV broke down really helped. If you hadn't done that, you would have been out of luck.
Even though your TV was not under warranty, you might have reminded Samsung of its mission -- to create "superior products and services that contribute to a better global society." Your product was not superior, nor did it contribute to a better global society. Hold Samsung to its promises.
Strictly speaking, you didn't have much of a case (at least, according to the warranty). But warranties are written by lawyers to protect the company, not you. I contacted Samsung on your behalf. The company agreed to refund you $240, which is the depreciated value of your TV set after one year. You accepted the offer.
Christopher Elliott is the founder of Elliott Advocacy (https://elliottadvocacy.org), a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him at https://elliottadvocacy.org/help/
