Faulty TV

ddavis

Hi All,

I've got a wee problem with one of the samsung tvs that were available through freemans.

Basically i bought one in march. Its faulty. Freemans had a company pick it up who have contacted me to say it is unrepairable, they told me this last thursday. They had it 2 weeks.

Freemans will not refund the item until they have received the tv AND an engineers report stating that its beyond repair. I've told them to collect it from their repair centre because i can't afford to take a day off to wait for them. They even suggest that its my problem that its taking so long and nothing to do with their excellent service - they're doing all that they can to speed this along....

They say it will be a further 2 weeks until refund whilst they wait for the certificate. As far as i am aware because its under 6 months old it is they who have to prove to me that it is not inherently faulty not i prove to them that it is. Their argument is that they've agreed a refund, now i have to wait.

Anybody know the score here? Tried ringing trading standards they are going to call back tomorrow. I will buy the tv from elsewhere but i want my money first, i don't have 100 to spend at the moment let alone 800. They claim that they are well within the SOGA by waiting for a report but i don't see it anywhere. If it was 6 months or older i'd agree but its 5. And by the time they finally refund it at this rate they will have had it for over a month. I find that totally unacceptable.

Any advice?

Thanks in advance

deanos

They have the right to inspect the TV by an engineer and need the nod before giving a refund, i guess they get people all the time making out goods are faulty when they are not to get money back (not suggesting you are doing this tho !)

The timescale is anoying tho i agree

zorber

yes i had a problem too with freemans samsung tv, i phoned the number at feemans that i was suppose to, she went on about getting an engineer out, but as i work in retail i have close links with trading standards. So having had the tv for only 2 or so months i refused the engineer by saying it was not convieniant and that i wouldnt have an engineer as i felt the machine shouldnt be repair after such a short amount of time and large value of tv etc. after i refused to budge she said that i had come through to the wrong department any was, i paid by credit card so should phone a different number. i did and sure i got through to the person sitting next to her. before i could argue my case she said they didnt send engineers out to these tvs and they would exchange it.
this happened promptly.

as for the issue above i think they have 10 working days to rectify the problem before and exchange or refund should happen. But they are not allowed to cause you inconveniance so if no loan set left then they are already causing you inconveniance. Its not your issue that their approved repairer has the tv talk to trading standards who should back you on this.

ddavis

Thanks guys - an engineer has looked at it and confirmed to me by telephone that it could not be repaired. They have also notified freemans. Freemans however demand a written report.

And no, no loan set left. I'm lugging my old 28" crt up and down the stairs every evening.

I'm hoping trading standards will ring me back today.
Does it really help if they do though? I said yesterday that i would be in touch with trading standards and the freemans woman got very aggressive (and i didn't, i used to work in a call centre and no it gets you nowhere) and said she has a certificate from trading standards and that they were acting within the law. I just don't see how its legal for them to have my tv at their repair centre confirmed faulty but then tell me they wont refund it until they have it at freemans direct on site with an engineers report.

As far as i'm concerned if its at their repair centre, be it next door to their office or in outer mongolia, then they have my television.

Sounds downright wrong to me.

ddavis

i've just realised its been 3 weeks not 2 - they picked it up on the 27th July.

hjb123

Did you pay via credit card or was it on account? If credit card contact your card issuer for a chargeback - explain the situation to them and they should do one. If not card I guess its a case of waiting for Trading Standards to see what they say.

You could always try speaking to someone at Consumer Direct - 08454 04 05 06 or their website is https://www.consumerdirect.gov.uk

ddavis

I did pay by credit card but that account is now closed, how would this affect a chargeback?

Astaroth

It basically wont affect it - the reality though is that chargebacks take time too and probably no quicker than waiting for Freemans receiving the report.

Whilst it is frustrating, the company that inspected the TV will be a different company to Freemans and so Freemans will have to wait for a report to be received, processed and input into the system

Kangol_Rat

ddavis wrote:

Hi All,

I've got a wee problem with one of the samsung tvs that were available through freemans.

Basically i bought one in march. Its faulty. Freemans had a company pick it up who have contacted me to say it is unrepairable, they told me this last thursday. They had it 2 weeks.

Freemans will not refund the item until they have received the tv AND an engineers report stating that its beyond repair. I've told them to collect it from their repair centre because i can't afford to take a day off to wait for them. They even suggest that its my problem that its taking so long and nothing to do with their excellent service - they're doing all that they can to speed this along....

They say it will be a further 2 weeks until refund whilst they wait for the certificate. As far as i am aware because its under 6 months old it is they who have to prove to me that it is not inherently faulty not i prove to them that it is. Their argument is that they've agreed a refund, now i have to wait.

Anybody know the score here? Tried ringing trading standards they are going to call back tomorrow. I will buy the tv from elsewhere but i want my money first, i don't have 100 to spend at the moment let alone 800. They claim that they are well within the SOGA by waiting for a report but i don't see it anywhere. If it was 6 months or older i'd agree but its 5. And by the time they finally refund it at this rate they will have had it for over a month. I find that totally unacceptable.

Any advice?

Thanks in advance

NOT FREEMANS AGAIN?????

Wasnt Parcelnet by any chance that collected it???

hjb123

Have you no credit card with the company? I would still try speaking to the credit card company - its worth a try! I did a chargeback and the money was credited back within 24 hours or so

ddavis

i phoned freemans today for an update and i got the most helpful lady ever!

she said she would process the refund today

now why couldn't the last lady do that? theres another forum about rude call centre customers, how about a rude call centre staff one.. she was disgraceful