Manufacturing defect, Panasonic plasma

Coolmp3

I purchased a £1800 50" inch Panasonic plasma from richer sounds on 4/1/11.

When cleaning the screen I noticed a black spot defect within the glass. It also has a slight distortion around it so I know it's within the glass and not on the surface. I phoned richer sounds and they arranged for an engineer to visit. The engineer said it was a dead pixel however a dead pixel would only show when the tv is on and not in the glass. I phoned up again to complain and the customer service guy agreed it does not sound like a dead pixel and asked me to send a photo via email to him.

I am not keen on having the screen taken away for weeks for it to be repaired. Am I right to request the set to be exchanged.

Thanks

Chris

visidigi

Quick answer. No.

The retailer is entitled to choose from one of three options

repair
replace
refund

It is their choice and if they choose to repair it then you must provide them with a reasonable opportunity to do so.

If it is a glass flaw then the repair should not take too long if thats the choice they make - they may choose to replace or provide a usage-fee reduced refund for an alternative model from the current range.

So basically its up to them - you can ask, but they dont have to do what you ask....

neilmcl

In my experience RS are usually pretty good in dealing with faulty items. When, can I ask, did you first notice/raise this problem? If it was only recently then you outside of the "reasonable period" to inspect and outright reject the TV for a refund, therefore you are at the mercy of the retailer as to which remedy they provide, as long as they don't cause a significant inconvenience.

As it's look like a defect in the panel itself then you will more than likely be offered a replacement, however you must give them the opportunity to inspect the defect.

Coolmp3

Yes I agree richer sounds have been good in the past and I have spent a lot of money with them in recent years. I will see what they say when they see the emailed pics.

Thanks for your responses.