Recurrent fault on out of warranty TV- KnowHow seem unable to fix it; what next?

SallyDecker

Ok, newbie here so apologies in advance for any blunders...

I need some help dealing with KnowHow in relation to my broken out of warranty TV. I purchased an LG 37" TV in January 2010 from Currys (Dalston store, now closed), and in March 2011 it began to switch itself off as and when it pleased, finally deciding that it could no longer cope with being on for more than 20 seconds at a time.

I phoned customer services (KnowHow) and quoted the SOGA and was told that they would repair it, but that I needed to pay a £60 deposit, which would be refunded to me if it was found to be a manufacturing fault (as opposed to misuse). Reader, I paid them.

The TV was away for repair for 3 weeks, and was returned with no information as to whether or not the problem had been fixed. I phoned and was told that they could find nothing wrong with the TV, and they would refund the £60. Hooray. Only they didn't. However, the TV seemed to work fine.

Come July, (well done if you're still reading) and after numerous requests for my £60 the TV developed the same fault again, had a full nervous breakdown and would switch itself off as soon as it was switched on. I phoned KnowHow and explained the situation; it appeared to be an intermittent fault, and to ensure that they detected it they kept it for five weeks. It was a long summer holiday.

TV arrived back at the end of August, worked fine (although no mention of what the fault was) and yesterday it did it again. We are back to watching Eastenders in bewildering 20 second bursts. I have phoned them and someone from their 'out of warranty team' will call me back within 48 hrs. Frankly I'm fed up. they have had ample opportunity to fix the fault and have failed to do so. I want another TV. My parenting skills aren't up to this challenge; I have run out of wholesome activities.

Oh, and did I mention that they STILL have my £60? Well, they do.

Can anyone advise as to where I stand? How many times should they take it away and not repair it before I can reasonably [STRIKE][/STRIKE][STRIKE]demand[/STRIKE] request a replacement?

Any choice phrases I can use -aside from the obvious- when the out of warranty team call me back?

Thanks.

CoolHotCold

If it doesn't do it in their labs and does it in your home, its more than likely a environmental factor.

SallyDecker

Thanks... so, even though it happens intermittently? What sort of environmental factor might cause it?

arcon5

Don't suppose it could be something interferring with the sensor? Try covering it up and change the channel at the TV for a while

SallyDecker

I will try that, thanks- however, the screen darkens before it goes off so it does seem to be a fault of some kind. Worth a try though; I'll be elated if that's all it is.

Assuming I manage to rule out environmental factors and sensor interference and it is a fault, does anyone know where I stand with regard to the Sale of Goods act?

anmarj

after six months it would be down to you to prove that the goods were faulty from start ie it would fail due to a manufactures fault.

https://forums.moneysavingexpert.com/discussion/3073916 is the sticky at the top that you need to look at

arcon5

Failing that you would need to obtain your own independant report to confirm the fault is inherent, if it is so they should reimburse you the cost of it.

SallyDecker

Thanks for advice. Will check the sticky and look out some other TV repair places in preparation...