Consumer Rights: MoneySavingExpert.com discussion

kathie1101

Hi I am new to the boards so hoping I am posting this is the right place.

About 2 1/2 years ago I purchased a Philips TV & DVD recorder from Comet (paid on credit card approx £800 for the pair). Had probs with DVD recorder within a couple of months, and this was eventually replaced while still under the 1 year guarantee.

Now we have a problem with our TV - it just suddenly stopped working. Decided to try a local repair man 1st - thought if it was something and nothing would be cheaper & easier than trying to get Comet to sort it under the sale of goods act (read somewhere that Comet charge you about £60 just to look at faulty items). Anyway local repairman has replaced various things on the TV, he has been in contact with Philips and he still cannot find what is causing the problem.

So now back to square one. I know I am going to have to contact Comet and quote the sale of goods act at them, but can they legally charge me to examine the TV, and should I tell them that I have already had it looked at and the fault can't be found? Not sure on the best way of trying to get it sorted, so if anyone can answer these questions it would be appreciated.

Thanks

Kathie

Art_2

kathie1101 wrote: »

Hi I am new to the boards so hoping I am posting this is the right place.

About 2 1/2 years ago I purchased a Philips TV & DVD recorder from Comet (paid on credit card approx £800 for the pair). Had probs with DVD recorder within a couple of months, and this was eventually replaced while still under the 1 year guarantee.

Now we have a problem with our TV - it just suddenly stopped working. Decided to try a local repair man 1st - thought if it was something and nothing would be cheaper & easier than trying to get Comet to sort it under the sale of goods act (read somewhere that Comet charge you about £60 just to look at faulty items). Anyway local repairman has replaced various things on the TV, he has been in contact with Philips and he still cannot find what is causing the problem.

So now back to square one. I know I am going to have to contact Comet and quote the sale of goods act at them, but can they legally charge me to examine the TV, and should I tell them that I have already had it looked at and the fault can't be found? Not sure on the best way of trying to get it sorted, so if anyone can answer these questions it would be appreciated.

Thanks

Kathie

Under the Sale of Goods Act an item is expected to perform for a reasonable time. 'Reasonable' is not defined. In the case of a TV I would expect this time to be between 3 and 4 years.

Take it back to Comet and get them to sort it out. They should not charge for this.

You have created a problem in getting the TV looked at by someone else. It's best to be upfront about this because they will soon see when they open it up.

If they agree to a free repair I would suggest you have got a good result.

Regards,
Art.

Art_2

alwayslearning wrote: »

Just to let everyone know that I enquired about my replacement dvd player yesterday and received a reply (quickly) offering me a refund, as no stock was due in soon. I accepted and a refund was put on my credit card shortly after.

So I am happy and would use this company again. :T

It sounds like a good result. Well done!
It pays to persevere on matters like this.

Regards,
Art.

kathie1101

Art wrote: »

Under the Sale of Goods Act an item is expected to perform for a reasonable time. 'Reasonable' is not defined. In the case of a TV I would expect this time to be between 3 and 4 years.

Take it back to Comet and get them to sort it out. They should not charge for this.

You have created a problem in getting the TV looked at by someone else. It's best to be upfront about this because they will soon see when they open it up.

If they agree to a free repair I would suggest you have got a good result.

Regards,
Art.

Thanks for that. Spoken to Comet, got the sort of response I expected - not their problem out of 1 year manufacturers guarantee, only thing they claim they can do is send engineer, charge me £30 for him coming and then charge for repairs on top. Told them not prepared to pay the £30 and extra for repairs, as already had it looked at etc. Got nowhere so spoke to Consumer Direct, they say I shouldn't have to pay - and to write to Comet quoting sale of good act etc. So waiting til tomorrow til our repairman brings the tv back along with a report of what he's already done etc and will send letter off to Comet. If I still get nowhere, Consumer Direct say I've to write to credit card company. So we shall see what happens.

Thanks again

Kathie

shaggy

- phoned up mid february, was told i would go on their 'connect' package £20 activation fee, £5 per month, and i would go on the proper 'MID' package at the same price when my exchange gets capacity.

- connected on 1st March

- Bill recieved on 27th March charging me £17 per month (the 'normal' Connect package price)

- I call up trying to find out whats happening. Theres apparently nothing on the notes saying I would be on the £5 per month offer. The CS guy says he can't refund any money to me at the moment as he hasnt got authorisation but will get his manager to do it.

- I call up again two days later. TOTALLY different story. They are adamnant i should be paying £17 per month not £5 as i was never put on the offer. Email my enquiry to customer services who will apparently call me back.

- two days later i have not heard from anyone. I call up again. TOTALLY DIFFERENT STORY AGAIN. The CS person is now saying 'we have no record of you being put on the offer of £5, so i can't change anything. If you cancel, you will get charged appropriately as you are locked into 12 month contract.

Now being told i should write in to their customer services to see if they can either cancel or give me the £5 offer!!

Fuming here. Its very difficult for me to lose my patience but this is ridiculous. I have wasted more than 3 hours talking to these muppets and STILL getting passed around in circles. Not even the threat of passing a complaint to OFCOM has moved them

Has anyone got any advice for me? What should I do to get out of this situation. If they record their calls, they can retrieve my call on the day I ordered the broadband and clearly will hear i was being offered it at £5 per month.


:mad:

shaggy

anyone?

Art_2

shaggy wrote: »

anyone?

Sorry for not getting back to you but I'm in the US for a month and still catching up on email over here.

I feel you should take a hint from the way you are being treated and think that this is the leveel of service you can expect in the future. Cancel before it is too late and move to a more reliable ISP. Sky has a poor customer service record.

Regards,
Art.

lona43

I recently purchased two pairs of glasses from optical express and asked beforehand would these frames which were the new wide legged type be easily adjusted to suit, as I have a low ear and a high ear.

I was assured they could be adjusted but after collecting my glasses the assistant told me that wide legged frames are not able to be adjusted like ordinary ones.

Also I found after I got home one of the lens has a chip in it and is not fitting properly into the frame.

My question is, can I obtain a full refund, claiming the glasses are not fit for the purpose.?

shaggy

Art wrote: »

Sorry for not getting back to you but I'm in the US for a month and still catching up on email over here.

I feel you should take a hint from the way you are being treated and think that this is the leveel of service you can expect in the future. Cancel before it is too late and move to a more reliable ISP. Sky has a poor customer service record.

Regards,
Art.

No worries Art. I would cancel, but they want to charge me a hefty cancellation fee as I am locked in a 12 month contract. I feel this is totally unfair, as when I connected I was clearly offered the product for £5 a month. Now they claim to have no record of this! Their retentions dept have asked me to write in to their customer services detailing whats happened. If they can't help me, I'm at a bit of a loss as to what to do. Can I take these guys to the courts and sue them for mis selling a product? Surely they would have a recording of the original phone call i made to order the thing?

shaggy

shaggy wrote: »

No worries Art. I would cancel, but they want to charge me a hefty cancellation fee as I am locked in a 12 month contract. I feel this is totally unfair, as when I connected I was clearly offered the product for £5 a month. Now they claim to have no record of this! Their retentions dept have asked me to write in to their customer services detailing whats happened. If they can't help me, I'm at a bit of a loss as to what to do. Can I take these guys to the courts and sue them for mis selling a product? Surely they would have a recording of the original phone call i made to order the thing?

forgot to add I have drafted up a letter to their CS dept and will send it after the holidays. We'll see what happenes but I am not in a hopeful mood.