£2399 TV faulty after 9 months

mpg

Hello,

I have been without my TV for over a month the repairers seem to be dragging their feet. The original sellig store has asked me to send him an email Stating what has happened and he will try to get a replacement or if I pay a bit extra an upgrade. If they can track down the Tv's Pioneer have discontinued but may still have some tucked away for occasions like these

That part doesnt really matter to the post so much

What I'm after is kowing what is a reasonable time for repair before I can demand resolution.

The shop Sevenoaks in manchester will do some leg work on my behalf (top blokes)


So far I have written this in an email:

I purchased a Pioneer KRP-500A Plasma TV from your store 02/01/09 Invoice number ********.

Unfortunately this TV developed a fault whilst watching the TV. The set switched into standby and wouldn’t turn back on. The TV would attempt to come out of standby the screen would flash then close down to standby with the light flashing a fault code 8 flashes then stop and repeat.

I reported the fault to Pioneer on Friday the 4th September and they passed the job to NWAR Ltd based in blackpool on Mon the 7th September. An Engineer then came out the following Monday 14th September and confirmed the fault. He left saying they would order the parts and return to fit.

I then received a phone call stating the panel would need to be collected as spares would need fitting on the workshop and they attended to collect the following Monday 21st September It appears they only cover my area on Mondays.

On their job sheet it states estimated repair time is 10-14 days I contacted them on the Friday 11 days after the set was sent away expecting the unit to be delivered back on the Monday.
I was told that a part had been ordered and they are waiting on this.

I contacted them again Yesterday 9th October to be told that the part they fitted didn’t cure the fault and they have ordered another part. I understand the fault finding process especially with the set in protection mode.
But I have now been without my set for over a month. Which is unacceptable for a TV costing £2399.00. I have had no contact from the repair agent other than booking collection or pickup. I have had to chase this repair every step.

They have now had over 1 month to repair my set which I believe is more than would be considered reasonable.






He has asked me to be as Pi**ed off as I can be without being a pillock.
But I hate making complaints to people who had no hand in the situation (Its not like he broke the TV)

What do you Pro Complainers suggest:iloveyou::rotfl: I add to get my point across.

Cheers Matt

hollydays

Ask the retailer to lend you a tv.

mpg

The retailer is going to pass on my email to his contacts at pioneer trying to get me a replacement.

So i need to sound really annoyed

hollydays

The problem,as I see it.
They can't get the part quick enough.
You need a tv.
THey lend you a tv until the part arrives.

juliescot

Your issue is with the store not the manufacturer. It is not up to you to provide ammunition for the store to use against the manufacturer.
If it has developed this fault in such a short space of time I would suggest that the TV was not fit for purpose and you would be entitled to ask for your money back.

Try Consumer Direct for info

mpg

hollydays wrote: »

The problem,as I see it.
They can't get the part quick enough.
You need a tv.
THey lend you a tv until the part arrives.
It is not difficult.

Not really. Your missing the point entirely

The retailer wont be able to lend me the same model.
The tv is wall mounted
I have a 2nd Tv
The Tv only has 1 lead connecting it to the main box so would need to be the same model.

If it was my only tv I would just buy another


@Juliescot.

Thanks hun Ill have a go at their forum

Matt

neilmcl

juliescot wrote: »

Your issue is with the store not the manufacturer. It is not up to you to provide ammunition for the store to use against the manufacturer.
If it has developed this fault in such a short space of time I would suggest that the TV was not fit for purpose and you would be entitled to ask for your money back.

Try Consumer Direct for info

9 months isn't a short space of time, the OP is entitled to a repair or replacement not a full refund. If it were, say, within 28 days then that would be entirely different.

juliescot

neilmcl wrote: »

9 months isn't a short space of time, the OP is entitled to a repair or replacement not a full refund. If it were, say, within 28 days then that would be entirely different.

Very true - you are correct. I know that there is no definition of "resonable time" but in this case they could ask for a partial refund or replacement or repair.

mpg

The unit comes with a five year guarantee and has lasted waay less than 1 5th

Surely if the manufacturer expects five years i can expect more than 9 months.

Esqui

Their only obligation under the law is to do it "without causing significant inconvenience". There's no legally-defined length of time.

I would try and avoid any legal discussions, as it's difficult to determine what is significant inconvenience, especially given that

mpg wrote: »

I have a 2nd Tv

(though that's not carte blanche for them to keep it as long as they like).

The best option is to carry on pressing the retailer for a replacement - maybe see if they will agree to a "If your TV is not back by x-day, we'll replace it" sort of agreement.

mpg

Its not as easy as that if they had one/ could get one they would the shop is known for good CS the problem is the lack of stock Its the 2nd best TV out there (the best being its bigger brother) and when Pioneer announced they were pulling out and wouldnt be making anymore the last stock got snapped up.

I could get a refund but wouldnt get a better set.(only one that worked...Oh the Irony)