Getting a (New) TV Repaired - how long is reasonable?

trjp

I know someone who bought a new 42" TV end of Sept. last year (from Comet)

It failed around 20th January (no picture) so Comet were called out - they came and diagnosed a faulty screen and said they'd have to arrange a replacement (of the screen) which would take upto 2 weeks.

That's come and gone and they're still waiting - Comet's response is that the 'part' isn't in stock yet.

3 weeks is a long time without a TV which is less than 6 months old - this can't be right can it?

Which bit of the SoGA does he point at and go "it says here that..." and get this replaced or repaired ASAP?

Freddie_Snowbits

Do not panic, we all missed Evertons Goal against Liverpool. Apart from that, there hasn't been anything worth watching.

In the first year I would expect the item to be replaced as part of my guarantee, and as it does cost more not to replace the TV, I would be stamping on their lawns by now.

I can record the epilogue if you want me to?

McKneff

I think i would contact trading standards, its not acceptable for it to take this long.

Blacksheep1979

It all depends on what the item is and what's a reasonable period of time to be without it. A cooker/fridge might be unreasonable to be without for a couple of days a TV - well it's not essential to life is it?

trjp

Blacksheep1979 wrote: »

It all depends on what the item is and what's a reasonable period of time to be without it. A cooker/fridge might be unreasonable to be without for a couple of days a TV - well it's not essential to life is it?

You might want to try life in a house with 2 young kids without one - on the dark/cold nights esp

keith1950

Hi, when I used to work in TV serviicng it was generally accepted by retailers/manufacturers that if repair was not completed within 28 days the appliance would have to be exchanged.

before_hollywood

apparently the speed of the repair depends on the manufacturer and the cheaper the make the longer the parts take

before_hollywood

keith1950 wrote: »

Hi, when I used to work in TV serviicng it was generally accepted by retailers/manufacturers that if repair was not completed within 28 days the appliance would have to be exchanged.

i was told something very similar when mine packed in, i was without mine for 27 days and it mysteriously turned up after a fair few phone calls and ''it'll be here tomorrow'' and it wasnt about 6 times

BFG_2

IIRC the seller can only repair if it doesn't 'significantly inconvenience' the buyer [sadly can't actually point you to the actual wording but suggest you goggle the act {SOGA??} and/or try TSO website [consumerdirect.gov.uk??]

trjp

Thanks for the tips - esp the "significantly inconvenience" bit - the full wording is here

(2) If the buyer requires the seller to repair or replace the goods, the seller must -
(a) repair or, as the case may be, replace the goods within a reasonable time but without causing significant inconvenience to the buyer;
(b) bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage).

There is no discussion of what "reasonable time" and "significant inconvenience" actually mean of course - but the fact they're in there means there is a time/hassle limit for repairs before a replacement can be requested.

They've set a repair date to next Monday now (15th) - if they fail this I'm telling the owner to return everything to the store and demand a replacement/refund (and not leave without one) I think...

It was a package tho so it's a 42" TV, DVD and Surround System - and he's chucked the boxes - which means some hassle but...

trjp

By way of an update - the next 'attempted repair date' is now Monday (having been cancelled from Friday for some reason) - which is almost 1 month since the set failed (Jan 20th - Feb 16th).

Last Thursday I decided to call Comet myself wearing my "consumer rights hat" and I got precisely nowhere. You cannot call a Comet store directly and their callcentre are highly trained to basically tell you to "get lost" from the off...

I was told I had "no right to a replacement at any point" and that "I would have to await the repair dept getting parts", that "there was nothing else they were entitled to do for me" and that "the repair would take as long as it takes as parts are not within their control".

When I suggested that should this final repair date be missed (which it technically has) I would return the goods (which are, as yet, untouched by a repairer) to the store I was told I would be "refused assistance in-store as I was now in the hands of their repair team" and that in-store staff would be "unable to help me in any way".

I have to say I'm glad this isn't my TV and on the basis on this experience I'd not touch Comet with a sh*tty stick. I've had similar dealings with Dixons/Currys/PC World and had no difficulties getting items replaced (even after 10 or 11 months!) wheras it seems Comet are entirely geared up to NOT help people at all...

For the record also - this is a Samsung TV - which I'll also be avoiding