Can I complain?

dacdesigns

Hi,

I bought a tv which died on me last month, the tv was bought from a catalogue and is out of warranty. The fisrt time I contacted them about the tv I was told theres nothing I can do as its out of warranty, so I bought a new one from them. I rang up customer services a few weeks later after reading about the sales of goods act and explained that under the sales of goods act I have the right for a repair or refund and so on. I was advised that if I get an approved engineers report they will give me a full refund because I bought a new tv with them. I clearly asked again if I would get a refund because otherwise I would have two tv's, I was placed on hold while the lady rang the department that deals with this sort of thing, after a short while she comes back to say "yes you will get a full refund and also a refund for the engineers reprt". I then goes ahead and pays the £76 for a engineers report, now while waiting for the report to be emailed to me which has taken two weeks for some reason I decided to ring the catalogue and explain that I am just waiting for the report and that I have not forgot about it. This is when I get told that they will not give me a refund and that I would have not been told that, I clearly explained that I had been told and the chap then says he needs to listern to the phone call recording that was made, I agreed knowing that I was right. I then recieved a phon call back saying that the lady was wrong to have told me that and depending on what the report said they may or may not give me a refund. The report arrived yesterday and I emailed it direct to the chap at the catalogue and he has today rang to tell me that they will only repair the tv and that I have to pay for it out of my own pocket and they will give me the money back once I have proved the work had been carried out.

My question is do I have cause to complain?

Sorry about the long winded post and for any spelling mistakes

savemoney

SOGA is what you need

You are entitled to a repair and refund of engineers report

Send recorded delivery letter stating that they comply with SOGA or you will go to small claims court

Its painless and if you win you get all your costs.

what company is it as I wont to avoid them

JimmyTheWig

How long had you had the TV before it went wrong?

How long ago did you buy the new one?

dacdesigns

Hi,

I have had the tv about 16 months, got the date at home. I ordered the new one when I reported the old one had broke which was the begining of january, this was because they told me there was nothing I could do with the old one. I have been waiting about 3 plus weeks for the engineers report, which came yesterday.

they have offered me a repair but I would have to pay this with my own money then they will refund the cost of the repair plus the engineers report however this is out of order because they said I could have a refund for the tv.

gordikin

Find out if they record calls and ask them to listen to it if they do.

NotQuiteNorbert

gordikin wrote: »

Find out if they record calls and ask them to listen to it if they do.

They have listened and come back saying that the operator shouldn't have told the OP they would be refunded though.

This is when I get told that they will not give me a refund and that I would have not been told that, I clearly explained that I had been told and the chap then says he needs to listern to the phone call recording that was made, I agreed knowing that I was right. I then recieved a phon call back saying that the lady was wrong to have told me that and depending on what the report said they may or may not give me a refund.

dacdesigns

Sorry im not the best at writing :mad:

They have admitted to hearing the operator tell me that I can have a full refund.

I really want to write a formal letter to complain but I struggle with things like that

gordikin

NotQuiteNorbert wrote: »

They have listened and come back saying that the operator shouldn't have told the OP they would be refunded though.

Apologies, I missed that.

JimmyTheWig

The thing is, I can't imagine that the SOGA says you are entitled to a refund for a TV that breaks down after 16 months.
Getting it repaired for free when out of warranty is a great result, imo.

If you have problems paying for the repair in the short term, is there anyone (parents, etc) who can lend you the money safe in the knowledge you'll be getting it back?

They've listened to the call and said the person who told you you could have a refund was wrong. I doubt there's much you can do about that.
If it were me I'd settle for the repair and a goodwill gesture for being told the wrong thing on the phone twice.
Then sell either the old one or the new one, depending on what you think you can get for them.

I presume that you cannot return the new TV now for a full refund? I'm guessing that early January is a bit too long ago to do this. But worth checking.

dacdesigns

Yeah I can't return the new telly now and understand what your saying but this is not great customer service at all. The lady must have been told to tell me I could have a refund by someone and I also asked her to confirm that I would get the refund which she agreed.

I guess its another case of I lose, again!

If I had knew about the SOGA I would have not bloody bought the new tv.