Didn't send off 5yr warranty - anything I can do?

TTLandlord

Hello,

Naively I assumed my £1,200 Sony LCD TV came with a 5yr warranty automatically... I didn't realise I should have posted something afterwards.

Now, after 18 months, I'm left with a broken black monster in my living room without the cash for repair.

Here's what I've tried so far:


- contacted the retailer (Sony Centre) and was told it was if I hadn't posted the warranty registration within 30 days I could do nothing

- searched these forums and found a helpful thread that ended in "I spoke to the manufacturer directly, they said it's all fine & I'm covered, regardless whether I sent the form off or not"

-filled with hope, I contacted Sony TV helpline but was told I have nothing to stand on because I didn't sent this damn form off. I suggested raising the Sale of Goods Act with the retailer and they said it was all down to the manager's disgression there.


I'm going to be going round in circles here. Would anyone be so kind as to suggest anything?! I appreciated it's my error regarding the form (I really didn't know about it until too late)..... but surely there's something I can do?

Frustrating stuff!

Many thanks.

somethingcorporate

TTLandlord wrote: »

I suggested raising the Sale of Goods Act with the retailer and they said it was all down to the manager's disgression there.

I nearly spat my tea out reading that! What are these people like? Suggesting the manager decides whether you are protected by statute or not!!

Anyway, you are of course protected by the SOGA. You need to speak to the retailer first, they may offer to fix it no questions asked (stranger things have happened).

They will likely refuse - largely to be expected - and at this point the SOGA requires you to prove the fault was inherent at manufacture. This means you will need an independent report indicating this. This will entitle you to a remedy which would be (partial) refund / repair / replace.

Speak to the retailer again and then come back here when you have an indication of whether they will play ball or not - you are not claiming under the warranty (which is in addition to your statutory rights) but under the SOGA.

Good luck!

TTLandlord

Wow, thanks for the speedy (and helpful) response.

I've now contacted an independent repair shop for a report to prove the fault was inherant at manufacture (as you suggested). I've been quoted £20 for an estimate (£10 more for a call out to my home).

I half thought an estimate would be free.... is this usually to case does anyone know? I'm assuming I can claim this back from Sony if the report favours me?

Thanks again.

somethingcorporate

TTLandlord wrote: »

Wow, thanks for the speedy (and helpful) response.

I've now contacted an independent repair shop for a report to prove the fault was inherant at manufacture (as you suggested). I've been quoted £20 for an estimate (£10 more for a call out to my home).

I half thought an estimate would be free.... is this usually to case does anyone know? I'm assuming I can claim this back from Sony if the report favours me?

Thanks again.

You will need to pay for it and can then pass the cost on to the retailer if the report agrees with you.

Make sure you get them to confirm, in writing, that it is an inherent fault.

The estimate for repair is not important as the ball will be back in the retailers hands for the choice of remedy (given the age I would expect them to repair it).

Good luck!

Mankysteve

somethingcorporate wrote: »

I nearly spat my tea out reading that! What are these people like? Suggesting the manager decides whether you are protected by statute or not!!

Good luck!

Well if he's talking to sony then yeah it would be at there manger discretion to whether to communicate with the retailer. Sony are bound by SOGA.

Usually old SOGA applies, Get an independent engineers report stating whether the fault is inherent to the item or due fair wear and tear and then chase the retailer.

Might be worth raising your concerns with them first, before going though the process of getting a report done.

TTLandlord

Thanks for the posts again.

I've downloaded as much SOGA information as I can from the first site you get by Googling 'Sale of Goods Act hub'.

This is a great site and has been recently re-vamped. It's interesting to read information aimed at the retailer and how they are bound by law to deal with the consumer.

I also have paid for an authorised third party repair estimate and have it in writing there is an inherent fault with the TV. With this in hand, I am visiting the retailer (Sony Centre) tomorrow.

I'll post back with the results. I hope they don't only offer to pay for the third party repair because I see on the estimate they only guarantee the new parts for 90 days.

Freddie_Snowbits

TTLandlord wrote: »

Now, after 18 months, I'm left with a broken black monster in my living room without the cash for repair.

You could use the trinket to throw tomato's at, tehre by creating some usefully entertaining diversion for those visiting at Christmas

TTLandlord

Well how foolish am I? I strolled up to the Sony Center armed to the teeth with SOGA information and the engineer's report.... only to find I WAS covered with the 5yr warranty in the end anyway.

The guy at the Sony Center phoned Domestic & General on my behalf to get them to honor the cover, due to the fact it's essentially paid for my Sony anyway as part of the TV purchase. After looking into it, D&G said I HAD registered with then within 30 days of purchase. I just hadn't received any confirmation of this and so had no account number to quote to them.

It's been taken away now so it looks like my young son will have no Christmas TV

Thanks for the previous posts.

shaun_from_Africa

Why not go back to the Sony centre and have a word with the manager.
Explain the situation with regards to your son and no christmas TV and ask if there is any possibility that they might have something that they could lend you.

You never know, they may have an old ex-demo unit or something similar in the back of the store.

TTLandlord

Thanks Shaun but that is now not necessary.

TV got returned fix and ready for Christmas.

There is a Santa after all.

pimento

What if you had posted the form back and it had been lost in the post? I'd have said that and stuck to my story. Let them prove you didn't send the guarantee form back.