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  • FIRST POST
    • nobby20
    • By nobby20 13th Jul 17, 12:46 PM
    • 6Posts
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    nobby20
    Faulty Satellite box retailer fobbing me off to manufacturer
    • #1
    • 13th Jul 17, 12:46 PM
    Faulty Satellite box retailer fobbing me off to manufacturer 13th Jul 17 at 12:46 PM
    Hi guys

    My Satellite box gave up the ghost on Saturday and is no longer usable at all. It powers on and there is a white light on the front but doesn't work apart from that.

    It was purchased from an online retailer in March 2014 for £409

    After a little research I have found that a few people have had this problem before and it was been put down to a capacitor issue on the motherboard.

    I emailed the retailer i purchased it from (online) explaining my problem stating the sale of goods act 1979 saying that i want the box to be repaired whilst waiting for a reply from them I also emailed the manufacturer to see if it could be repaired and at was cost they emailed me back saying it was a motherboard issue and i might as well buy a new box as the cost of replacing the motherboard is about the same.

    Today I received a letter response from the retailer saying they only honour the 2 year warranty and suggest that i contact the manufacturer direct. They are rejecting the claim that they should be held responsible

    I know it is the retailers responsibility but what should i do now?
    Last edited by nobby20; 13-07-2017 at 1:08 PM. Reason: wrong buying date
Page 1
    • neilmcl
    • By neilmcl 13th Jul 17, 1:06 PM
    • 9,864 Posts
    • 6,878 Thanks
    neilmcl
    • #2
    • 13th Jul 17, 1:06 PM
    • #2
    • 13th Jul 17, 1:06 PM
    I wouldn't bother, you've had over 4 years use from it which is reasonable for something like a satellite set-top box and even if you did get them to provide a remedy as such they may just offer a partial refund which will be a tiny fraction given it's age. Hardly worth the hassle in this instance bearing in mind the onus is on you to prove that the fault is inherent to manufacture.
    • nobby20
    • By nobby20 13th Jul 17, 1:11 PM
    • 6 Posts
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    nobby20
    • #3
    • 13th Jul 17, 1:11 PM
    • #3
    • 13th Jul 17, 1:11 PM
    Just to clarify I put the wrong purchasing date in the Original Post it was March 2014 I bought the box.

    The motherboard has been an issue for more than just me as Ive said so i don't think i should leave it as I believe the fault was always there.
    • agrinnall
    • By agrinnall 13th Jul 17, 1:27 PM
    • 18,183 Posts
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    agrinnall
    • #4
    • 13th Jul 17, 1:27 PM
    • #4
    • 13th Jul 17, 1:27 PM
    Yes it's the retailer that your consumer rights lie with, but to get anything from them you're going to have to provide independent evidence that the fault is inherent. If you can do that then they will either have to repair, replace or refund, and I'd guess that a partial refund is the most likely outcome - if you get £100 (plus the cost of the report) I think you'll be doing quite well.
    • LilElvis
    • By LilElvis 13th Jul 17, 1:53 PM
    • 3,055 Posts
    • 8,445 Thanks
    LilElvis
    • #5
    • 13th Jul 17, 1:53 PM
    • #5
    • 13th Jul 17, 1:53 PM
    Just to clarify I put the wrong purchasing date in the Original Post it was March 2014 I bought the box.

    The motherboard has been an issue for more than just me as Ive said so i don't think i should leave it as I believe the fault was always there.
    Originally posted by nobby20
    Its not enough to believe that there was an inherent fault, you have to prove it and anecdotal evidence from the internet doesn't count. Its up to you whether you want to risk throwing away money on commissioning a report.
    • nobby20
    • By nobby20 13th Jul 17, 1:59 PM
    • 6 Posts
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    nobby20
    • #6
    • 13th Jul 17, 1:59 PM
    • #6
    • 13th Jul 17, 1:59 PM
    I appreciate that. I did email the manufacturer and without even inspecting my box they stated that it was a motherboard issue. How would they know that if it wasn't an inherent problem.
    • angryparcel
    • By angryparcel 13th Jul 17, 2:09 PM
    • 910 Posts
    • 515 Thanks
    angryparcel
    • #7
    • 13th Jul 17, 2:09 PM
    • #7
    • 13th Jul 17, 2:09 PM
    I appreciate that. I did email the manufacturer and without even inspecting my box they stated that it was a motherboard issue. How would they know that if it wasn't an inherent problem.
    Originally posted by nobby20
    but that is just an assumption given what you told them, to prove it is an inherent fault (present at time of purchase) you would need an independent report (which means an engineer looking at the box). I bet that the price of the box today is far less than the £409 you paid in 2014. it would be cheaper and less hassle just to purchase a new box.
    • shaun from Africa
    • By shaun from Africa 13th Jul 17, 2:28 PM
    • 9,342 Posts
    • 10,516 Thanks
    shaun from Africa
    • #8
    • 13th Jul 17, 2:28 PM
    • #8
    • 13th Jul 17, 2:28 PM
    I appreciate that. I did email the manufacturer and without even inspecting my box they stated that it was a motherboard issue. How would they know that if it wasn't an inherent problem.
    Originally posted by nobby20
    A motherboard issue could well be caused by a manufacturing defect such as bad soldering or a poor quality component but it could equally be caused by:
    Dropping or knocking the unit,
    spilling water or other liquid on it,
    a voltage spike from poorly regulated mains,
    lightening damage.
    etc.

    This is why you will need proof of exactly what has fail but more importantly, why it failed.
    • nobby20
    • By nobby20 13th Jul 17, 2:34 PM
    • 6 Posts
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    nobby20
    • #9
    • 13th Jul 17, 2:34 PM
    • #9
    • 13th Jul 17, 2:34 PM
    Appreciate that and I do understand although obviously from my point of view I know how well its been looked after as I have OCD
    • wealdroam
    • By wealdroam 13th Jul 17, 3:00 PM
    • 18,648 Posts
    • 15,548 Thanks
    wealdroam
    I appreciate that. I did email the manufacturer and without even inspecting my box they stated that it was a motherboard issue. How would they know that if it wasn't an inherent problem.
    Originally posted by nobby20
    Did the manufacturer actually say it wasn't an inherent fault then?

    Even if your problem is due to an inherent fault, the manufacturer does not need to put it right. The manufacturer owes you nothing beyond any guarantee/warranty they may supply.

    If you want to pursue this you'll need to get a report. Something along the lines of stating what the problem is, e.g. blown capacitor, and that in the opinion of the inspector, that was most likely caused by e.g. a poor quality component that has failed.

    What is the make and model of this box?
    Last edited by wealdroam; 13-07-2017 at 3:05 PM.
    • angryparcel
    • By angryparcel 13th Jul 17, 3:07 PM
    • 910 Posts
    • 515 Thanks
    angryparcel
    Appreciate that and I do understand although obviously from my point of view I know how well its been looked after as I have OCD
    Originally posted by nobby20
    yes but they will still need a written engineers report on what has failed and why
    • nobby20
    • By nobby20 13th Jul 17, 4:03 PM
    • 6 Posts
    • 0 Thanks
    nobby20
    Did the manufacturer actually say it wasn't an inherent fault then?

    Even if your problem is due to an inherent fault, the manufacturer does not need to put it right. The manufacturer owes you nothing beyond any guarantee/warranty they may supply.

    If you want to pursue this you'll need to get a report. Something along the lines of stating what the problem is, e.g. blown capacitor, and that in the opinion of the inspector, that was most likely caused by e.g. a poor quality component that has failed.

    What is the make and model of this box?
    Originally posted by wealdroam
    This is what the manufacturer sent me

    "Its a motherboard issue, cannot be repaired.

    Would recommend better to buy a new one as buying a new board the price will not be much different."

    Now I understand that this isn't the same as a complete admission of guilt but seems strange that they can diagnose without checking the box. I did try and press for an admission but I think he realised what I was trying to do.

    The box is a VU Duo 2
    • JJ Egan
    • By JJ Egan 13th Jul 17, 4:17 PM
    • 9,493 Posts
    • 3,875 Thanks
    JJ Egan
    A lot of fault can be diagnosed without the box .
    Usual symptoms point to XYZ .
    Cause of symptom may well be anything and after 4 years its more than likely it is just a failed component .

    Price a same box second user up .
    Price an independent engineers report up £60- £100 .If your claimed inherent fault is true you get that back . Fails to prove inherent and after years of use that may not be easy anyway you lose the fee .

    But vendor is likely to offer you circa £100 at best .
    • takman
    • By takman 13th Jul 17, 4:20 PM
    • 2,488 Posts
    • 2,078 Thanks
    takman
    This is what the manufacturer sent me

    "Its a motherboard issue, cannot be repaired.

    Would recommend better to buy a new one as buying a new board the price will not be much different."

    Now I understand that this isn't the same as a complete admission of guilt but seems strange that they can diagnose without checking the box. I did try and press for an admission but I think he realised what I was trying to do.

    The box is a VU Duo 2
    Originally posted by nobby20
    But that's a very general statement, the majority of electrical problems that the box could have would somehow be linked to the motherboard. I wouldn't say that they suspect it's an inherent problem it just sounds like the only repairs they carry out is a complete replacement of the motherboard.

    If they had mentioned something along the lines of a blown capacitor then you would be right to be suspicious.

    If it is a blown capacitor then it only costs pennies to replace and just involves a bit of soldering. The large amount of the cost would be paying someone to diagnose it.
    If you can find details online of what capacitor it is then you could probably try and fix it yourself. But obviously only do this if you exhaust all other options and just before you decide to throw it away.
    • nobby20
    • By nobby20 13th Jul 17, 4:27 PM
    • 6 Posts
    • 0 Thanks
    nobby20
    But that's a very general statement, the majority of electrical problems that the box could have would somehow be linked to the motherboard. I wouldn't say that they suspect it's an inherent problem it just sounds like the only repairs they carry out is a complete replacement of the motherboard.

    If they had mentioned something along the lines of a blown capacitor then you would be right to be suspicious.

    If it is a blown capacitor then it only costs pennies to replace and just involves a bit of soldering. The large amount of the cost would be paying someone to diagnose it.
    If you can find details online of what capacitor it is then you could probably try and fix it yourself. But obviously only do this if you exhaust all other options and just before you decide to throw it away.
    Originally posted by takman
    Ive done a bit of research online into this but there are about 10 capacitors that all need to be replaced at the same time and I can't find out which ones they are.

    Judging by the responses on here I might as well forget it and move on. Not like there are a lot of TV / Satellite repair men around now days
    • Spank
    • By Spank 13th Jul 17, 6:11 PM
    • 854 Posts
    • 654 Thanks
    Spank
    If you can see what caps have gone (they will probably be bulging at the top) take them out and go to maplins foe new ones
    • Zandoni
    • By Zandoni 13th Jul 17, 7:14 PM
    • 2,669 Posts
    • 1,435 Thanks
    Zandoni
    If you can see what caps have gone (they will probably be bulging at the top) take them out and go to maplins foe new ones
    Originally posted by Spank
    This is probably the best way to go, you may find there's only one blown and it might be easy.
    • wealdroam
    • By wealdroam 13th Jul 17, 7:54 PM
    • 18,648 Posts
    • 15,548 Thanks
    wealdroam
    This is probably the best way to go, you may find there's only one blown and it might be easy.
    Originally posted by Zandoni
    But Zandoni, you've missed out the step about talking to a manager.
    • Zandoni
    • By Zandoni 13th Jul 17, 8:35 PM
    • 2,669 Posts
    • 1,435 Thanks
    Zandoni
    But Zandoni, you've missed out the step about talking to a manager.
    Originally posted by wealdroam
    You're right that is an excellent idea.
    • DCFC79
    • By DCFC79 14th Jul 17, 8:11 AM
    • 29,747 Posts
    • 18,835 Thanks
    DCFC79
    Ive done a bit of research online into this but there are about 10 capacitors that all need to be replaced at the same time and I can't find out which ones they are.

    Judging by the responses on here I might as well forget it and move on. Not like there are a lot of TV / Satellite repair men around now days
    Originally posted by nobby20
    Know anyone who is good with soldering, get them to replace the caps with new ones.
    Can people stop loaning money/being a guarator to family/friends, it rarely ends well and you lose out as your money is gone or you get shafted with being a guarantor.
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