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Faulty tv and manufacturer not helping?

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We have a Samsung UE48J5100 tv that was bought from Argos probably just over 12 months ago. Problem with the tv is that the audio sync goes out near enough of a daily basis. The only remedy is to tu… Read More
bbfb123 Avatar
1m, 1w agoPosted 1 month, 1 week ago
We have a Samsung UE48J5100 tv that was bought from Argos probably just over 12 months ago. Problem with the tv is that the audio sync goes out near enough of a daily basis. The only remedy is to turn sky and tv off and back on again. I know it's not a huge problem but I think it's a joke having to do it everyday.

I contacted argos who said I've to contact samsung to get some sort of special code from them to give back to argos, which I did but they said because it's more than 30 days old they can't provide any support.

So what are my options here? I'm not really fussed for a full refund because we are looking to buy a new TV so I'd be happy if argos just knocked off the price I paid for this tv on a new one.

Can anyone recommend what my next step would be now?

Thanks
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bbfb123 Avatar
1m, 1w agoPosted 1 month, 1 week ago
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Top Responses

(1)
Is it definitely a problem with the TV and not the SKY box? Do you have the same issue with other sources, freeview, DVD, blu-ray etc.

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#1
Do you not just get a years warranty
#2
alankfc02
Do you not just get a years warranty


From argos or Samsung?

Either way 1 year warranty is garbage a tv should be made to last longer than that especially a decent brand like samsung!
#3
have you tried contacting Samsung them selves they usually helpfull
#4
lindarv
have you tried contacting Samsung them selves they usually helpfull


Yes I contacted samsung and they said because the tv is older than 30 days they can't help me.
#5
Is it definitely a problem with the TV and not the SKY box? Do you have the same issue with other sources, freeview, DVD, blu-ray etc.
#6
We have a samsung TV and the sky box is connected via HDMI. I don't have audio sync, so I am uncertain what you mean.
#7
bbfb123
alankfc02
Do you not just get a years warranty
From argos or Samsung?
Either way 1 year warranty is garbage a tv should be made to last longer than that especially a decent brand like samsung!
Either......if it's out of warranty why would they help you?

If a tv should last longer you should have purchased a longer warranty.

Does it do this with any other devices and have you tried the sky box on a different tv?
#8
All electronic goods have to have a 2 year warranty under EU law, Samsung have to help you - the 30 days line is nonsense
#9
Sky boxes have adjustable audio sync. It's possible the sky box needs its sync adjusted.
#10
Not clear if you have isolated the issue to being due exclusively to a faulty TV, exclusively due to a faulty Sky box, or due to the combination of Sky box and TV. When you have identified the true source of fault:
",,,you need to prove that the defect already existed on receipt of the goods - for example, by showing that it is due to the poor quality of the materials used.
The trader always has to provide a solution. In some EU countries you also have the right to request a remedy from the producer...
."
http://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm
#11
I have noticed an audio sync issue when outputting audio from the sky box to my sound bar via the optical audio port. When I started outputting directly from the TV optical audio out the problem disappeared or became unnoticeable.

Since you restart both the TV and the sky box i'm not sure how you know that the issue lies 100% with the TV. I mean if that's not certain, even if the seller or the manufacturer was willing to help you will still have the issue.
#12
Samsung have 2 year warranty. Contact Samsung on their website. Last year I contacted Samsung's local repair centre through their website. They picked up my tv the next day. All I had to do was show them my invoice.
#13
Plus they gave me a loan of a tv while mine got repaired. Which took a week. :)
#14
dereklogan7
Samsung have 2 year warranty. Contact Samsung on their website. Last year I contacted Samsung's local repair centre through their website. They picked up my tv the next day. All I had to do was show them my invoice.
"Television LED, LCD & Plasma Screen size 37" or greater Warranty Period 12 Months" http://www.samsung.com/uk/support/warranty/
#15
Sorry to clarify. I don't have any other device to test the issue with unfortunately we only have a sky box downstairs. I do know however that the sky box was used on my Panasonic tv which is now upstairs previously and it had no issues.

I know sky boxes have an audio delay setting but the problem is that the sync issue is that the audio is slower than the video. In that a person's mouth moves then the audio of what they say comes after.

I did contact samsung through Web chat and the response regarding the 30 days is what I got.
#16
Would it be a stupid request to ask argos if they would give me argos refund or knock money off a new TV?
#17
bbfb123
Would it be a stupid request to ask argos if they would give me argos refund or knock money off a new TV?


Yes that's a stupid request. why would they offer a refund or money off when it's over 1 year old?
#18
miketheking14
bbfb123
Would it be a stupid request to ask argos if they would give me argos refund or knock money off a new TV?


Yes that's a stupid request. why would they offer a refund or money off when it's over 1 year old?


Well I can't fathom how 1 year warranty seems reasonable. What are you suggesting I should expect to have to replace my tv every year because the warranty says anything over a year is just lucky?

Of course not
#19
bbfb123
Sorry to clarify. I don't have any other device to test the issue with unfortunately we only have a sky box downstairs. I do know however that the sky box was used on my Panasonic tv which is now upstairs previously and it had no issues.
I know sky boxes have an audio delay setting but the problem is that the sync issue is that the audio is slower than the video. In that a person's mouth moves then the audio of what they say comes after.
I did contact samsung through Web chat and the response regarding the 30 days is what I got.

It sounds like the sky box is the issue rather than the tv, had it happen a few times if you are in a 12 month contract with sky tell them you want them to come and check the box, if outside of the contract tell them you want to cancel if they don't come and fix it for free. While you are at it make sure you get a discount on your package see the 75% off thread on misc.

If it happens again just switch off the sky box, once it resets it will be back to normal and will prove there is nothing wrong with the tv
#20
You really should be testing with other sources before moaning about how the tv is faulty and Samsung are out of order. Two culprits here and without evidence you are discounting the skybox while popping off at Argos/Samsung. Test it with a DVD player.

Edited By: pinkleponkle on Apr 18, 2017 23:14
#21
pinkleponkle
You really should be testing with other sources before moaning about how the tv is faulty and Samsung are out of order. Two culprits here and without evidence you are discounting the skybox while popping off at Argos/Samsung. Test it with a DVD player.


I'm not popping off but you have to admit for Samsung to say it's over 30 days old TS is out of order surely?
#22
Have you tried the skybox on the upstairs TV? Bring it down and see what happens, I too think it's probably skybox. My oh only buys Panasonic TVs so can't really compare and we get 5 yr warranty ( manufacturer
Covers first yr of this) Although he's after OLED now and they're only made by LG currently.
#23
bbfb123
pinkleponkle
You really should be testing with other sources before moaning about how the tv is faulty and Samsung are out of order. Two culprits here and without evidence you are discounting the skybox while popping off at Argos/Samsung. Test it with a DVD player.


I'm not popping off but you have to admit for Samsung to say it's over 30 days old TS is out of order surely?


If all you are asking Samsung for a returns authorisation number when you call them, they will not help you. However, Samsung would offer a repair. If their repair centre claim they cannot fix it then they will issue you with a returns authorisation number.

Samsung are not being out of order. They do give authorisation codes within 30 days of purchase but after this date it is a repair.
#24
#25
Sounds to me like it's the Skybox not the TV?
#26
Maybe its the sky box because i had a talktalk youview box where the sound wouldn't work until i turn the whole box off then turn it on again.
#27
hmm oky doky I'll just turn off sky box next time. thanks all
#28
Or you could take the effort to get another source...connect it..& test if the problem still exists.

Just because your old Sky box worked fine last year doesn't mean anything.

But I get the feeling that's too much hassle for you!!
#29
This is a common fault with Sky HD boxes. I'd contact sky and see what they say about the issue. Best option is to run it through a home cinema/theatre system.
#30
Could easily be the hdmi cable. The tele would be the last issue if it comes to sync issue as it's coming from the source.
#31
AvocadoDong
All electronic goods have to have a 2 year warranty under EU law, Samsung have to help you - the 30 days line is nonsense
It's the trader who has to help the consumer. Samsung are their supplier.
#32
All you will have to do is reset the Skybox.

Edited By: shauneco on Apr 19, 2017 08:06
#33
You need to test other inputs I.e DVD play or take the sky box to another t.v just to make sure it's 100% the tv and not the sky box. the sky box could have developed a fault after you used it with your Panasonic tv.
#34
my 1st bit of advice would be to change the HDMI cable. If that does not work wire the sky box to another tv. process of elimination.
#35
OP, have you made sure that you've disabled motion control and interpolation on the TV as these are a sure fire way to produce lip sync issues on the screen. Also is the audio behind or infront of the video, this is very important.
#36
Suspect it is one of the audio settings in the TV. Something to do with Dolby or TV speakers. Not knowing what the settings are I can't say but I suspect that one of the settings needs to be changed.

Found this online re your TV:

'After almost a week, I finally figured it out with the help of YouTube. I went into menu, sound, additional settings,, audio format and switched from Dolby Digital to PCM and it worked. In "speaker list", I left it in TV speaker mode instead of switching to Audio Out/Optical so that I can use the TV speakers if I choose or use the sound box. No thanks to the Samsung Reps,,, '
#37
I would suggest that instead of worrying about how much of a scam it is that your warranty is a year (which you surely knew anyway) that you isolate the problem to the TV, since you acknowledge that you haven't tested the TV with another source and just that the Sky box 'worked last year'. The point here is that everything that breaks 'worked last year', and being as the Sky box does all the encoding and decoding and outputting, it would be a much more likely culprit than your TV - which is essentially just 'dumb glass' in this sort of setup, aside from a few quirks that could be caused by the TV's motion software being set too high. The fact that you've even mentioned Argos knocking money off when you haven't even tested everything properly leads me to believe you might have jumped to conclusions.
#38
bbfb123
hmm oky doky I'll just turn off sky box next time. thanks all

You should really call sky and get them to fix it and as I said earlier get a discount for staying as well.
#39
AndyRoyd
dereklogan7
Samsung have 2 year warranty. Contact Samsung on their website. Last year I contacted Samsung's local repair centre through their website. They picked up my tv the next day. All I had to do was show them my invoice.
"Television LED, LCD & Plasma Screen size 37" or greater Warranty Period 12 Months" http://www.samsung.com/uk/support/warranty/
Had the 51" plasma screen replaced at 18 months old, no problem.

Edited By: dereklogan7 on Apr 19, 2017 13:53
#40
dereklogan7
AndyRoyd
dereklogan7
Samsung have 2 year warranty. Contact Samsung on their website. Last year I contacted Samsung's local repair centre through their website. They picked up my tv the next day. All I had to do was show them my invoice.
"Television LED, LCD & Plasma Screen size 37" or greater Warranty Period 12 Months" http://www.samsung.com/uk/support/warranty/
Had the 51" plasma screen replaced at 18 months old, no problem.
Manufacturer can selectively offer whatever additional services it chooses beyond its consumer obligations and stated t&c.

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