Faulty TV from Argos - what are my rights?

CynicalScotsman

Yeah, I think I'll do what I call the 'plant-a-seed' method:

Just tell them I called customer services and I'm here to pick up a replacement, rather than ask them what they want to do.

If you said this... this could be why you have had a repair... as customer service wouldn't have offered you a solution just asked you to go into the store. Potentially, this could have given the impression that you were a bit of a bullshi*er and the staff followed through with the repair option.

FOXGLOVE_2

CynicalScotsman wrote: »

If you said this... this could be why you have had a repair... as customer service wouldn't have offered you a solution just asked you to go into the store. Potentially, this could have given the impression that you were a bit of a bullshi*er and the staff followed through with the repair option.

Or... this is their policy for non-bullshi*ers too. That's what customer services told me was an option, it's also one of my options according to the website so Im sure im not the first person to think their 6 week old telly is being replaced.

Lesson learned: save money and buy refurbished stuff not from Argos.

Zandoni

You could still phone Argos Head Office and speak to a manager and have a chat, always worth a try.

FOXGLOVE_2

Zandoni wrote: »

You could still phone Argos Head Office and speak to a manager and have a chat, always worth a try.

I took your advice and called customer services, being a bit less irate than yesterday.

Lady I spoke to was less of a jobsworth than the guy in store but confirmed that it was policy and that they would back the stores decision but that she could speak to a manager if I wished. I said yes, ok and she came back and it sounded for a minute that they were finally seeing sense.

She asked if I still had the tv, I said that the store had taken it in for repair so she said she was gonna contact them.

She called back and said that the store had to determine whether the fault was caused by the manufacturer or something that was my fault. When the inspections done she said that then the store might replace it or give me the repaired one back.

Now, I thought that within the first six months it was 'assumed' that the fault was inherent from manufacture.

http://whatconsumer.co.uk/my-responsibility/

Ok, obviously it's POSSIBLE that I dropped it in the bath/down the stairs/ate my dinner off it and it's my fault. As soon as they turn it on though, they will see that somethings gone wrong with the pixels.

So surely given that I've had it less than 6 months means that I should get a replacement? After 6 months, I would have to settle for a repaired product?

bod1467

No. After a "reasonable" time (e.g. 30 days) you are deemed to have accepted the product. Therefore they are allowed to offer a repair - even if the fault appears before 6 months.

unholyangel

FOXGLOVE wrote: »

Now, I thought that within the first six months it was 'assumed' that the fault was inherent from manufacture.

http://whatconsumer.co.uk/my-responsibility/

Ok, obviously it's POSSIBLE that I dropped it in the bath/down the stairs/ate my dinner off it and it's my fault. As soon as they turn it on though, they will see that somethings gone wrong with the pixels.

So surely given that I've had it less than 6 months means that I should get a replacement? After 6 months, I would have to settle for a repaired product?

Yes it is assumed. But that doesnt mean they cant try to prove otherwise. Just as after 6 months it is assumed not to be inherent and the consumer can try to prove otherwise.

Non acceptance entitles you to demand a full refund. Acceptance after a "reasonable time" means that they can offer you a repair, replacement or refund at their choice. The refund can be partial to take into account use you have had of the product and although the consumer can request one remedy over another, they can refuse if it is disproportionately costly.

FOXGLOVE_2

I phoned Argos customer service to ask for an update as I have a few days to take off work and wondered what day the tv is coming back.

Turns out the guy in the shop said 10-12 days but in reality it's 15-16 business days (not counting weekends) so I'll be waiting until the 19th.

Not too hopeful about getting it back before Christmas. The woman I spoke to on the phone said that yes, it's Argos policy to send things off for repair, this is at the store's discretion and that if they have a tv in stock, they can usually just replace it there and then. When I told her it was 6 weeks from purpose she kind of tutted and said "If you'd called us we could have spoken to the store and arranged something..."

Since I had no option but to leave the tv there (or take it back home...) I guess now I have to wait it out and hope I get my tv back for Christmas.

Hate it when people can't give you proper timescales, I hope the little jobsworth who dealt with this instore isn't there when I go back to collect it. He will get both barrels from me!

Jakg

FOXGLOVE wrote: »

I hope the little jobsworth who dealt with this instore isn't there when I go back to collect it. He will get both barrels from me!

Yes, he sounds like a "little jobsworth", complying with (what sounds like) company policy & giving you exactly what your entitled to under the Sales of Goods Act. Definitely a reason to give someone "both barrels".

FOXGLOVE_2

Jakg wrote: »

Yes, he sounds like a "little jobsworth", complying with (what sounds like) company policy & giving you exactly what your entitled to under the Sales of Goods Act. Definitely a reason to give someone "both barrels".

*sigh*

You would be correct to criticise if Argos were consistent in their policy. The option was there to offer a replacement as other staff in other stores have went with.

Am I asking too much that something I pay a lot of money for works beyond 6 weeks?

forgotmyname

I would be asking what TV they were going to give me whilst it was being repaired.

Is there not something that says you shouldnt be at a loss? No TV for 2 weeks + could
be a nightmare for some.