Ebuyer.com say no fault no refund but it's not as simple as that.

Al_Ross

Your current tv at some point may have had some impact damage,the previous rattle could have been a screw or plastic post where a screw goes into broken off and rattling about inside.

It would take about 15 minutes for an Ebuyer employee to take the back off the tv and remove the loose piece.

If the tv has had a knock it may have damaged the screen as well i.e the light patch you are now complaining about.

If the tv is returned no fault found,but is still faulty you will need to get an independent report and take it to a small claims court.

One other point have you kept a check on the tv's serial number ,whats to stop them giving you back a different tv if its faulty rather than having to give you a refund..



Former T.V Engineer(30 years Experience).

visidigi

.....make sure they are switching the lights off when they test it too - white ghosting is not easy to spot if say tested in a fluorescently lit room compared to the dark photo you have submitted...

arcon5

Al_Ross wrote: »

Your current tv at some point may have had some impact damage,the previous rattle could have been a screw or plastic post where a screw goes into broken off and rattling about inside.

It would take about 15 minutes for an Ebuyer employee to take the back off the tv and remove the loose piece.

If the tv has had a knock it may have damaged the screen as well i.e the light patch you are now complaining about.

If the tv is returned no fault found,but is still faulty you will need to get an independent report and take it to a small claims court.

One other point have you kept a check on the tv's serial number ,whats to stop them giving you back a different tv if its faulty rather than having to give you a refund..



Former T.V Engineer(30 years Experience).

Bearing in mind the time op has had the goods, the retailer has a right to offer a repair or replacement. There is no legal right for op to get a refund.

Al_Ross

Yes that is correct,but my point is they may be sending back different tv's and saying no fault found,

Would make it worse for the op if she had any future problems, i.e they would say she sent it back twice already and no faults were found.

Laurencek

I found there customer servicE very poor as well when having a faulty item

mooch

Al_Ross wrote: »

Your current tv at some point may have had some impact damage,the previous rattle could have been a screw or plastic post where a screw goes into broken off and rattling about inside.

It would take about 15 minutes for an Ebuyer employee to take the back off the tv and remove the loose piece.

This thought certainly crossed my mind as the tv had the rattle when I sent it back to them, so either the loose item(s) fell out in transit or it was taken out ( even then, personally I would have checked the box).

Al_Ross wrote: »

If the tv has had a knock it may have damaged the screen as well i.e the light patch you are now complaining about.

If the tv is returned no fault found,but is still faulty you will need to get an independent report and take it to a small claims court.

Thanks. Who would I get the report from and how much might it cost? I've never used small claims court before and I'm mindful of not spending a lot more time/money on this. Certainly I'm hoping that the threat of action would be enough to get the refund.

Al_Ross wrote: »

One other point have you kept a check on the tv's serial number ,whats to stop them giving you back a different tv if its faulty rather than having to give you a refund..

Former T.V Engineer(30 years Experience).

I have taken videos of all 3 times I have received a tv to make sure the serial numbers are correct.

visidigi wrote: »

.....make sure they are switching the lights off when they test it too - white ghosting is not easy to spot if say tested in a fluorescently lit room compared to the dark photo you have submitted...

I took the picture in the dark to remove the possibility it was a reflection from an external light source. I just checked the videos I took and there is one where you can clearly see the ghosting on a black background with the light on. It's possible that my room might not be as bright as an office/lab, but I don't want to seem like I'm telling the technical dept how to do it's job. The problem is, I have no idea what tests are being carried out. I just get told 'no fault found'.

arcon5 wrote: »

Bearing in mind the time op has had the goods, the retailer has a right to offer a repair or replacement. There is no legal right for op to get a refund.

Although the tv was ordered a very long time ago, I have not had a single day with a fault-free usuable tv and every time the fault was found it was instantly raised with ebuyer/hanspree.

I agree with unholyangel's assessment that I am entitled time to test the tv and I have not had sufficient time to do so. For instance, I last received the tv on 14/12/11. I noticed the white spot and emailed ebuyer the same day. It is now 01/01/12 and I am waiting to be told if the fault has been found.

esuhl

arcon5 wrote: »

Bearing in mind the time op has had the goods, the retailer has a right to offer a repair or replacement. There is no legal right for op to get a refund.

And bearing in mind the fact that the OP did not accept the first TV (as it was returned immediately) and the second TV was possibly faulty AND possibly secondhand/refurbished AND supplied only in part (no remote, etc.) I would say that the OP has NOT accepted the goods and should INSIST on a refund from eBuyer and take legal action against them if one is not forthcoming.

I'm not a lawyer, I'm not sure how following the vendor's advice to deal directly with the manufacturer would affect such a claim, and I'm not confirming that a court case would be successful, but that's how I would approach it.

unholyangel

arcon5 wrote: »

Bearing in mind the time op has had the goods, the retailer has a right to offer a repair or replacement. There is no legal right for op to get a refund.

But the OP has shown no signs of accepting the goods. I detailed all this in post 9 i think it was. Therefore he could technically still outright reject them for a refund.

IMO he does have a right to a refund for non-acceptance.

mooch

OMG, look what santa put in my inbox today.

[FONT=Times New Roman,serif][FONT=Arial,sans-serif]Please accept my apologies for the delay in replying to you.[/FONT][/FONT]

[FONT=Times New Roman,serif][FONT=Arial,sans-serif]Our returns team have located the fault you reported to us and a refund will be issued back to your card shortly.[/FONT][/FONT]

[FONT=Times New Roman,serif][FONT=Arial,sans-serif]Once again please accept my apologies for the inconvenience this matter has caused you.[/FONT][/FONT]

Pinch me, I must be dreaming.

Thank you all ever so much for your help. Happy New Year!

I think I'll wait for the refund then send one last email to the MD to complain about my treatment.