TV Stopped working 3.5 years later.. Replacement/Refund?

DX-SFX

I agree with Percy. The price isn't the issue. There is a reasonable expectation that a TV will perform it's primary function for longer than 3 1/2 years. The price is not the sole indicator of how long it will last but also about features it offers. I expect a cheap basic Sony to last a lot longer that an expensive HokeyCokey 3000 from the Pnom Ping Korean TV company with all the bells and whistles. Another example often offered is washing machines. It is immaterial what the price was that was paid. There is an implicit expectation that a washing machine has a reasonable life span even if the guarantee period is only a year.

bookworm1363

For comparison purpose:

I bought a Sony top of the range for £1400 which went faulty on the 3 yrs mark. Retailer tried to tell me "not our problem" (as usual), but eventually backed down and offered me a 60% refund, deducting a 40% usage fee for the 3 yrs usage I had had of it, which gave me a £835 refund.

£700 3 1/2 yrs ago for a 32" isn't cheap and I'd certainly expect it to last longer than that. However, the onus is on you to prove that the TV is not of satisfactory quality and so you'll have to pay for an engineer's report (you can claim it back from the retailer), but first contact the retailer and tell them of the problem and see what they say. If they refuse to do anything, then get the report done and send a copy to them to show that the goods should have lasted longer, are not of satisfactory quality etc. Make sure the engineer states in his report how long the TV should be reasonably expected to last in his opinion, as it will establish the benchmark under which a partial refund may be appropriate. (unlikley they will repair as technology is moving so fast these days).

First though I'd suggest getting the engineer to check out what the problem is full stop: I once had a TV die on me, and all it needed was a spot of soldering to get it right again (bstrd still charged me £80 for that though!). Before going to war on the retailer, first find out how much it would cost to fix the TV and then decide if it's worth the hassle.

Esqui

Also, much as you may not like it, it would be best to contact the head office/customer services rather than go into store. Even with all the best will in the world, the staff are going to be constrained with what they can do outside of the guarantee period (they are not repairmen...and if they try to book a repair, they'll soon be informed "it's three years old, sorry, goodbye")

Percy1983

I have got a reply form PC world:

"Please could you provide us with a copy of your purchase receipt and an independent engineer’s report, to assist our investigations. This report must state the nature of the fault, its probable cause, diagnostic procedures used and the total cost of the repair showing a breakdown of labour charges. If the television cannot be repaired, this must be stated."

"Should your claim be successful, you will be reimbursed for the cost of this report. Once we are in possession of the above information, your claim will be given our full attention."

So how would I go about this? Is there standards of the engineer I need to meet. I don't want to take it somewhere who doesn't actually know but says they do and it ends up not being valid.

How much should this cost? if I am not sucessful then I will have to pay this.

Can they blame me? the Tv hasn't taken any knocks or anything which could cause this that I know of.

nettttie

Percy1983 wrote: »

I have got a reply form PC world:

"Please could you provide us with a copy of your purchase receipt and an independent engineer’s report, to assist our investigations. This report must state the nature of the fault, its probable cause, diagnostic procedures used and the total cost of the repair showing a breakdown of labour charges. If the television cannot be repaired, this must be stated."

"Should your claim be successful, you will be reimbursed for the cost of this report. Once we are in possession of the above information, your claim will be given our full attention."

So how would I go about this? Is there standards of the engineer I need to meet. I don't want to take it somewhere who doesn't actually know but says they do and it ends up not being valid.

How much should this cost? if I am not sucessful then I will have to pay this.

Can they blame me? the Tv hasn't taken any knocks or anything which could cause this that I know of.

Not really got the answer to your question but when I google info recently I got the impression these LCD tv's develop more faults when they are moved.

i'm still paying for mine and there are 6mm vertical lines x 3 down the screen! Its a Samsung! 32" cost £399 3.5 years ago:mad:

Percy1983

Its not had much movemnt in its time and nothing direct for about a year before it stopped working.

I have one quote of £95 to supply a report, just worried that it could be deemed to be my fault and I end up £95 further out of pocket.

bookworm1363

£95 seems a bit high, tbh, call around a couple more and get more quotes.

bookworm1363

And why do you think they could say it was your fault?

Percy1983

Well if they can say its my fault then I don't have a claim. As said nothing has happened to the TV to make me think I am to blame but it still worries me.

scullster

Percy1983 wrote: »

Well if they can say its my fault then I don't have a claim. As said nothing has happened to the TV to make me think I am to blame but it still worries me.

The onus is on you to demonstrate the fault was inherent, not caused by yourself.

Whilst I understand that you spent a lot of money up front for this, you have had 3.5 years from a budget manufacturer TV and individuals have cited that you may get a payout but it may well be on the low side, I think £50 was quoted - in my book, not even worth chasing despite the principle (time is a great healer and stress reliever!) Say to could get a £100, would I chase it knowing that I've potentially got to fork out for an independent report which I may not recover the costs of, will the report conclude what I want to hear, will it state the correct things for the retailer, will the independent engineer be accepted as an authority in LCD tv faults etc.....

There are a lot of questions and doubts, you need to balance the risks of pursuing this against the potential benefits..... Me personally, its a no brainer....... as I say to the wife, "pick the battles you want to win!"