Martin Griffin’s new Samsung TV stopped working. He wants to get his money back, but Samsung has other ideas. Who is right?
Question
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.
Answer
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.
Can you get your money back for an unrepairable TV?
Remember, your TV comes with an implied warranty that the product will function for a reasonable amount of time. This means a TV shouldn’t break down after only a few months. The specifics of implied warranties vary by state, so it’s essential to research your local laws.
There are other rules and regulations you can cite to argue for a full refund.
- State lemon laws. True, some states have lemon laws that specifically address faulty vehicles. But these laws generally don’t cover electronics like TVs. You’ll need to check your state’s specific lemon law to see if it applies to your situation.
- Small claims court. If you believe you’re entitled to a refund and the retailer or manufacturer refuses, you can file a claim in small claims court. This option can be time-consuming and may involve legal fees.
- Negotiation. That’s a powerful weapon. As you’ve already seen, contacting customer service and escalating the issue to managers can sometimes lead to a resolution. Be persistent and clearly explain your situation.
If all else fails, you can contact a reputable consumer advocate. Of course, my team is always happy to help you.
While a refund for an unrepairable TV isn’t guaranteed, understanding implied warranties and exploring all available options can increase your chances of a successful outcome. Remember that laws and regulations vary by location, so researching your local consumer protection laws is crucial.
Can you get a refund for your Samsung TV?
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.
