Refund policies on 3 month old 42" plasma tv

stupot13

Hello,
I recently bought a brand new 42" plasma tv from 'House of Fraser' (3 months old) and it has a fault. (There is a green line going down the screen). It does have a 1 year warranty and I have been referred to a plasma technical repair centre via 'House of Fraser'. I have been told to avoid a repair because it voids my warranty. It would also be hassle I could do without (arranging pickup, being without a tv, then the problem may not be fixed) Am I within my rights to go into 'House of Fraser' and demand a new tv? And what would be the best technical speak to use? Thanks for and suggestions.

Moneymaker

Avoid technical speak at all costs. Stick to plain English. "There is a green line going down the screen" is an adequate description of the problem. You are not required to make a diagnosis.

I would suggest that you ask the supplier (in writing) to collect your TV and to deliver a loan set for the duration of repair. Due to the high possibility that the set could be damaged in transit, they can not expect you to arrange transport yourself. If they don't agree to do this, contact your credit card company (assuming that's how you paid). They might be able to help - especially since you could actually hold them responsible.

Useful links.
http://www.consumerdirect.gov.uk/goods-service/appliances/fs_e01.shtml
http://www.bbc.co.uk/radio1/onelife/legal/rights/consumer.shtml
http://www.direct.gov.uk/en/RightsAndResponsibilities/DG_10015892

scheming_gypsy

as far as i'm aware your contract is between you and House of Fraser and not you and the manufacturer. Go back to HOF and get them to sort it.

Little_John

You could request a full refund as the item isnt fit for purpose. but the refund could have deductions taken from it as you have had some use from the item.

Your best option would be to tell HOF that your tv has a green line down it and your not happy, you have reservations about the screen due to it developing a fault of this kind after only 3 months you have lost confidence in the brand/model and see what they offer you. It may be a new TV, repair, refund what ever if your not happy with what they offer make sugestions to what you would like and see how it goes.

If you can find reports of other people having the same problem then it would back up your claim of lack of confidence.

theboylard

As per Little John, but they cannot hold anything back from the refund.

As stated, it is not fit for purpose, you are entitled to a full refund as you have only had it 3 months.
If you'd had the screen for 11 months with a 1 year warranty, then they'd probably be in a better position to offer a warranty repair.
In your case though, you would expect a high-end purchase like this to last 3-5 years, so they would have no claim about a full refund after 3 months.

Comes down to fronting them out - you are within your rights to request a full refund (assuming there is only 3 months wear and tear, but be realistic - any scratches and that could be excessive) and you have the original packaging (that's what lofts are for!) then should be ok.

Your concern about the warranty repair is nothing really, the repair should be warranted for at least one year.
If it was the guy in the shop, tell him to make the arrangements himself with a written undertaking from HoF that should the screen fail at any point during the 12 months following repair, you'd expect a full warranty to cover it again for a further 12 months.
Best do it on a Saturday morning, about 11 'ish for best effect!!!

I did this with a fridgefreezer in John Lewis a few years ago, my friend worked there and he used to avoid me if he saw me in store as everyone on the home appliances section knew me as the moany git!!!
Still got the third fridgefreezer though after 10 years

hapless