Samsung review: Samsung tv offered 5 year warranty reduced to 1 year after purchase

On 31/1/2024 I bought a TV from the Samsung UK website. It had a retail price of £999 with 10% discount, 5 year warranty and 6 months free Disney+. I also traded in my old TV for a further £100 discount.

My Samsung account shows the TV as registered, a requirement for the extended warranty, but with a warranty of 1 year. I went through the registration process again using a different link to begin a 'claim' process for the 5 year warranty which I believed to be part of the original deal. Within a few days I received an email to say the 'claim' had been rejected:

"Serial Number already used in another Samsung promotion/ non-cumulative offers"

During a subsequent phone call to Samsung I was advised that the mysterious promotion which had negated the 5 year warranty was the 10% discount. This was calculated automatically during checkout so Samsung might as well have offered a lifetime warranty if its system was programmed to cancel it.

The woman I spoke with eventually saw the logic in this and told me that she had upgraded the warranty manually but it was subject to confirmation by the claims process. In less than an hour I received a second email rejecting my claim for the same unspecific reason.

The TV performs very well and I'm pleased with it but I wouldn't have dreamed of buying it without the 5 year warranty. Maybe it'll last forever and never need attention but I want the deal I signed up for. There's nothing on the TV's webpage to suggest that the 5 year warranty is in any conditional on any other factor.

Samsung changed the price for the same model to £1099 with £150 cashback a couple of days after I bought mine but the other details are pretty much as they were when I bought mine:

https://www.samsung.com/uk/tvs/qled-tv/qn85c-55-inch-neo-qled-4k-smart-tv-qe55qn85catxxu/

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