Broken Freeview: 14 months into 12 month warranty

ajbaker

Purchased a Philips freeview receiver for my father just before Christmas 2004. Has now broken and shows no sign of life when plugging in. Power point works! Fuse in plug checked.

Unit has a 12 month warranty and has broken after 14 months. Statutory rights for an electronic item costing £70 suggests I am entitled to expect it to last for a reasonable length of time. Do people agree 14 months is reasonable?

House of Fraser have refused to do anything after my initial phone call. Philips have asked to be sent proof of purchase (which I have done).

If in the likely event Philips come back and say they cannot provide a free repair or replacement, what is my next step? Presumably my complaint is with House of Fraser? If the response to my first letter of complaint is not satisfactory, what is my next step?

Thanks.

totalguitar

I would take it further. Sale of Goods Act covers you for longer than the statutory 12 months. I recently returned a Toshiba DVD/Video combo after 18 months of light use and was given a brand new one. Took a few weeks of hassle but well worth it. Make sure you know your rights when you speak to them. Remember your contract is with the shop, although the manufacturer may replace it as a gesture of good will. Good luck.

Poppycat

I think it should last at least 5 years.

Its up to the shop where you bought it from to repair the box.

Perhaps its best to write to them quoting the sale of goods act and give then 7-10 days to respond.

calmgirl

I know that this sounds weird try taking the top of and GENTLY hoovering the insides with the brush attachment it worked for me

robowen

Follow this link to the trading standards website.
There maybe an example letter you can use if the shop refuse to do anything about the fault.

Have a look at the sticky at the top of the page in the 'in my home board' for more information.
It's titled 'Know your consumer rights' .

rob

Skintmama

I will be interested to hear how you get on. We have two Freeview boxes, both of which started becoming faulty after one year. One now does not work at all and the other is definitely on the blink (literally). Probably too late for us to do anything except perhaps the vacuuming idea.

ajbaker

An update: I have written to Philips as they requested; and I will say again they were most pleasant to talk to. While I have not received a reply, I suspect they may offer a repair or replacement which will be nice - though as people have pointed out, it is the retailer who is responsible.

I have also written a complaint letter to House of Fraser detailing consumer rights, and hope to receive a reply from thier store manager within the fortnight.

I will post an update when I have one.

In the mean time I am quite surprised by how many freeview boxes are breaking just outside one years life. A design fault?

Is anyone else surprised by the absence of concrete information on websites such as the Trading Standards? I find they always fail to give the level of detail required - almost as though they are fearful of libel to post too much information.

Finally, about receipts. I have just noticed my freeview receipt has faded almost entirely. Do they use such cheap papers and inks purposely?!

sphrp2

I've had 2 freeviews, both of which stopped working after a little over a year, but I've found that if you turn them off at the mains when you're not watching TV they last longer. I could be imagining it, or I could have a better box this time, but it seems to work and we're up to 2 yrs on the current one.

ajbaker

Having written to House of Fraser on Thursday of last week I received a call from their Electrical Department Manager on Saturday offering a full refund for the broken freeview receiver. When asked why I had been informed they would not refund, and why it took a letter, they ignored the 'consumer rights' aspect and simply informed me "they do not usually offer refunds for products outside their warranty" and they were doing this "as a gesture of good will." Yeah right.

So my advice to anyone with a broken box is to get writing and complain. If anyone would like a simple sample letter please send me a private message.

So now can anyone recommend a freeview receiver that works well and reliably?

Poppycat

Humax boxes are one of the best. The Fox-t although an expensive box, is very reliable and solid built. Not sure of the porice of this now but I am sure its around £60 mark.