Problems with buying a TV bracket from an online vendor

schnide

[FONT=verdana,sans-serif]Hi all

Last week I ordered a bracket for my plasma TV, which promised same-day shipping and next day delivery. I paid with my debit card.

- The item was not posted until several days later, and by then was sent by 48 hour delivery. It thus arrived after five days instead of one.

- On opening the box and beginning to assemble the item, I also noticed that one corner of the frame was very slightly loose. This is on top of what's already a very thin metal frame. Although this does not guarantee that the item will fail when holding my TV, I now have confidence in it. My TV is 24kg and it wasn't cheap.

- Additionally, one of the nuts on the arms which fits the TV does not properly screw onto the bolt. It appears that the thread or either the nut or bolt is damaged (this came pre-assembled and so will not have been my fault in any way) but was left in this state at manufacturing to be supplied regardless.

- Finally, I've also discovered that the packaging states the TV can be titled by 10 degrees. It's a minor difference but the website stated 15 degrees, and thus is not the product I ordered.

Please note that the box and the plastic screw bag has been opened, as some of these issues can only have been noticed once I'd begun the assembly process, so unfortunately I cannot send it back in the same condition it arrived in.

I called my bank and they said that although they can't do a chargeback, they can certainly look into it 30 days after I formally write to the retailer and make a complaint. From further research the bracket company looks extremely dodgy, and there are a few of them about, and I may have lost my money.

As always, your help is appreciated in advance.

schnide
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gordikin

Contact the seller and see what they say.

schnide

Sorry, I should have made it clear that I've done that and they've been less than forthcoming. I'd already complained about the next day delivery I didn't get, and they gave an excuse but said they'd do nothing. Actually opening the item led to me the rest of the above. So this is the reply I just got after the formal complaint:

[FONT=arial,helvetica,sans-serif][/FONT][FONT=arial,helvetica,sans-serif]"Thank you for your email.[/FONT] [FONT=arial,helvetica,sans-serif]
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[FONT=arial,helvetica,sans-serif]We offer a 14 day money back guarantee for all our customers. As the item has been opened, and the reason for return is your lack of confidence in the product, you will be charged postage. Returning the item to us will also be at your own cost. You can either post it back to us, or we can arrange a collection at a charge of £15.00[/FONT]
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[FONT=arial,helvetica,sans-serif]We have sold thousands of [the item] and never ever received any problems at all.[/FONT]
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[FONT=arial,helvetica,sans-serif]Should you wish for us to replace the faulty screw/bolt you believe you have found, let me know and i will action this immediately.[/FONT]
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[FONT=arial,helvetica,sans-serif]We thrive on our fantastic customer feedback and we find it brings in repeat sales all year round. It's unfortunate to hear that you have been unimpressed by our services.[/FONT] [FONT=arial,helvetica,sans-serif]
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[FONT=arial,helvetica,sans-serif]If there's anything else i can help you with, please let me know.[/FONT]
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[FONT=arial,helvetica,sans-serif]Kind Regards"

[/FONT]I originally paid £30, including next day delivery. Returning the item will cost at least £5 and I don't know what they'd charge me for their outward shipping. Either way, I will lose money on an abysmal service. It seems there are several bracket companies who are all going under the same name and have equally bad reviews.

wealdroam

Send an email to them cancelling the order under the Distance Selling Regulations.

You will have to pay the postage back to them, but they must refund all monies paid, including delivery.

Just pack it all up and send it to them.

You have seven working days, starting with the day after delivery, to notify them of cancellation.

Read about the DSRs in the READ ME FIRST PLEASE sticky thread at the top of this board.

schnide

Thanks, I am aware of the DSRs in general - but are you suggesting I can still return it under DSRs even if it's not in a saleable condition? I've opened a sealed plastic bag with screws in it, thus not able to return it in exactly the condition it arrived - although it does still stand that I only discovered a manufacturing fault partway into the installation process.

PZH

wealdroam wrote: »

You will have to pay the postage back to them, but they must refund all monies paid, including delivery.

Just pack it all up and send it to them.

schnide wrote: »

Thanks, I am aware of the DSRs in general - but are you suggesting I can still return it under DSRs even if it's not in a saleable condition? I've opened a sealed plastic bag with screws in it, thus not able to return it in exactly the condition it arrived - although it does still stand that I only discovered a manufacturing fault partway into the installation process.

Reject it as faulty.

If the item is faulty then you should also be able to claim for return postage - or get them to collect the faulty item.