Do I have to accept a repair to a faulty blu ray (7 wks since purchase?)

Feistylittlehousewife

Hi all, hope you can help me with a query (rather an understatement I KNOW you all have opinions and know JUST how to use them )

I purchased a Samsung blu ray player on 16th December from Additions catalogue for my hubbys birthday, though a few weeks ago it seemed to develop a fault (picture and sound quality randomly goes especially after resuming play from a short pause.) I have phoned Additions who have said that as it is more than 30 days from purchase, the item will have to be referred to the manufacturer for repair. I have subsequently had a visit from an third party engineer, arranged for by the catalogue, who did not even look at the player, just suggested it is "probably a software problem" and will need to be sent away for repair. Is it just me having my stubborn head on today? (one I wear quite often ) As I find this whole scenario ludicrous! Are the catalogue company just passing the proverbial buck? I think it wouldnt be unreasonable of me to ask for a replacement as the item is clearly unfit for purpose and 7 weeks can hardly be a reasonable period of time to expect a blu ray player to last before it develops a fault. If I'd had it for 6 months I would expect them to offer repair, but to me this just seems like poor customer service.....I dont want to send it off and be inconvenienced for a cpl of weeks....I JUST WANT A REPLACEMENT

4743hudsonj

Feistylittlehousewife wrote: »

Hi all, hope you can help me with a query (rather an understatement I KNOW you all have opinions and know JUST how to use them )

I purchased a Samsung blu ray player on 16th December from Additions catalogue for my hubbys birthday, though a few weeks ago it seemed to develop a fault (picture and sound quality randomly goes especially after resuming play from a short pause.) I have phoned Additions who have said that as it is more than 30 days from purchase, the item will have to be referred to the manufacturer for repair. I have subsequently had a visit from an third party engineer, arranged for by the catalogue, who did not even look at the player, just suggested it is "probably a software problem" and will need to be sent away for repair. Is it just me having my stubborn head on today? (one I wear quite often ) As I find this whole scenario ludicrous! Are the catalogue company just passing the proverbial buck? I think it wouldnt be unreasonable of me to ask for a replacement as the item is clearly unfit for purpose and 7 weeks can hardly be a reasonable period of time to expect a blu ray player to last before it develops a fault. If I'd had it for 6 months I would expect them to offer repair, but to me this just seems like poor customer service.....I dont want to send it off and be inconvenienced for a cpl of weeks....I JUST WANT A REPLACEMENT

Its not unfit for purpose as you can watch BR's on it. It would come under not of "satisfactory quality" under the sale of goods act. One of the remedies it allows is repair so yes you do have to accept a repair.

salesadmin

Don't know where you stand but I can understand your frustration, just wanted to say it sounds like the same that happened to my blu ray player, I sent it off for repair with Samsung and they have agreed to replace it anyway.

Feistylittlehousewife

Thanks, but I cant actually watch a dvd/ br on it without having to keep re-setting the darned thing so I wouldnt say that because it plays them for a while its actually fit for purpose...If you bought a watch that kept time for 10 minutes then stopped for 5, then started again would you consider that to be 'fit for purpose?'

I know retailers have to offer a refund, replacement or repair but I didnt think I was being unreasonable asking for a replacement seeing as its less than 2 months old

neilmcl

You can ask for a replacement but you can't insist on one. The retailer is entitled to choose a remedy, in this case a repair, based on which is less costly to them and so long that it doesn't cause a significant inconvenience.

Feistylittlehousewife

Thanks salesadmin, the catalogue said it would have to be referred to the manufacturer, but the engineer they arranged for is a third party and nothing to do with Samsung, they are sub-contracted to do repairs for all makes and models for the Shop Direct group (who own Additions) I'm not really fussed if its Additions, or indeed Samsung who directly send me a replacement, they only seem to be offering me a repair though!

4743hudsonj

Feistylittlehousewife wrote: »

Thanks, but I cant actually watch a dvd/ br on it without having to keep re-setting the darned thing so I wouldnt say that because it plays them for a while its actually fit for purpose...If you bought a watch that kept time for 10 minutes then stopped for 5, then started again would you consider that to be 'fit for purpose?'

I know retailers have to offer a refund, replacement or repair but I didnt think I was being unreasonable asking for a replacement seeing as its less than 2 months old

Your original post just made it seem as though it occasionally fails when you pause it, bit different from constantly being reset. so it that case yes it would be not fit for purpose, this however makes no difference as they are repairing it.

Feistylittlehousewife

4743hudsonj wrote: »

Your original post just made it seem as though it occasionally fails when you pause it, bit different from constantly being reset. so it that case yes it would be not fit for purpose, this however makes no difference as they are repairing it.

Yes sorry for that Im just not very techie minded (I couldnt tell u what the difference is between the quality of a dvd and a blu ray....I can tell you the difference between a happy hubby and a chuffed to bits with his new gadget hubby though ) but just to clarify, It hasnt been taken for repair yet as the engineer hinted I may want to try and procure a replacement before I admit defeat and have to have the thing repaired! I havent refused a repair...just hoping to get somewhere with persuading them to give me a replacement!

4743hudsonj

Feistylittlehousewife wrote: »

Yes sorry for that Im just not very techie minded (I couldnt tell u what the difference is between the quality of a dvd and a blu ray....I can tell you the difference between a happy hubby and a chuffed to bits with his new gadget hubby though ) but just to clarify, It hasnt been taken for repair yet as the engineer hinted I may want to try and procure a replacement before I admit defeat and have to have the thing repaired! I havent refused a repair...just hoping to get somewhere with persuading them to give me a replacement!

well try your hardest. We all understand where your coming from, unfortunately repairs at this early stage are acceptable.