Sony TV FAULTY after 6 months....HELP!

Kraezae

Hi there,

I purchase my first ever Sony LCD HDTV. Previously had only owned Samsung. I seems to have suffered a fault where continuos purple lines are coming down the screen.

I purchased from Argos and contacted them and have basically told me that Sony Deal with it and it will be away for 3 weeks for repair. At the same time I was informed that had I paid £100 odd extra that it would be swapped with no quibble as that's covered under their extra policy.

I am enraged to find that you only get good service if you buy their policies.

Where do I stand? The tv as mentioned is just 6 months old and reading around here I don't have much confidence that this tv will last much longer than the 12 month warranty.

Any help and advice is greatly appreciated. All I want is a difference tv not my money back

Moneymaker

Have a word with Trading Standards. The SELLER is responsible for resolving the problem and they can choose whether to swap, repair or refund. Although there's no legal requirement, it would seem fair that they should provide you with a "loan" TV and I would push for that. I think three weeks is considered to be the legal maximum time that it should take to repair but please check on your consumer rights as I'm not an expert.

rtho782

Hi,

They can sell an extra service if they wish, swapping a big TV no quibble will cost them a fortune and I for one would prefer to be able to buy a TV without an instant exchange policy, why shouldn't only the people that feel they want/need such an expensive to run exchange polocy pay for it?

SOGA states that the seller must repair/exchange/refund if the goods can be proven to not be of satisfactory quality, that is they have broken down due to an inherent defect that was present at time of purchase, rather than due to wear and tear, accidental damage, etc etc.

Now, I could set up a shop buying and selling TVs but I don't have the equipment or expertise to repair them. So, I might nominate a mate who is good at that, and pay him to repair all my faulty TVs, so meeting my obligations without having to exchange everything.

Rather than using my mate, I might decide to use the TV shop next door that have the facilities. Or, I might decide to use the manufacturer, who I bought the TV from. In fact, they would probably be best as they should have all the parts. Also, as I bought it from them, they might not even charge me for doing my repairs, meaning my prices can be even lower, and/or I can make more profit.

Of course, you wouldn't know who I was sending it to for repair unless I told you. If you insist you obviously have the right to deal just with me (little do you realise I'm just a middleman sending the TV to Sony), but I might suggest to you in the first place that you can contact Sony direct. This is probably going to shave a few days off the process as other wise it might take me a day or two to get around to sending the TV off etc.

Yes your contract is with Argos, but they are perfectly within their rights to have Sony do the repairs. If you wish, you can insist they deal with Sony for you, but you are only delaying the whole process, so this is just cutting off your nose to spite your face.

After 6 months, it is actually down to you to prove the TV is inherently faulty, they aren't making you do this which is actually a bonus.

You don't get to insist on an exchange or a refund unless the repair is not completed in a "reasonable" timeframe. The general consensus on this is 28 days. If you feel it is taking too long, and they don't agree, your recourse is a small claims court, but if the judge agrees with them you've wasted your money and by the time a case is heard you'd probably have it repaired or replaced anyway.

A loan TV would be nice but I doubt they have spare TVs to loan. I wouldn't bank on this happening.

Kraezae

I have contacted trading standards to see where I stand with this issue. Thanks for all the replies.

Colin_London

I have just had my 13 month old Sony repaired under its (free) extended guarantee. 5-7 working days, and the offer of a spare TV if I was prepared to wait a bit longer (I didn't because I have a 2nd TV and didn't want to wait).

You can perhaps understand that after 6 months the shop considers a repair under guarantee to be more appropriate than a swap for a new TV. If you had brought it back much sooner after sale (e.g. the issue was apparent upon first switch on) then the swap might have been more appropriate.

Do you really want the hassle of taking this to a court? Ask Trading Standards by all means but by the time that has gone through the mill you could have a fixed TV (or even a replacement from Sony).

macman

The law is quite clear, so what is the point in involving TS? The retailer can offer you a repair, replacement or refund, and the choice is theirs. You have no automatic right to a replacement (same or different model), and that is only an option they will consider after they have got the set back and done the fault finding on it. If you won't agree to that, then no resolution is possible.
If they do offer a refund, it will not be for the amount you paid, because you have had 6 month's use of it.

Buzby

Agreed - having the manufacturer deal with it is far, far better than getting an all-trades monkey have a crack at it. Sony Service will collect, repair and return at their expense - what more do you want?

Paying additionally gives you a loaner and possibly an expedited replacement, but that is an extra cost option. TS are of limited use at the best of times (it is your local Council, after all) but as you've not followed through with the repair proceedures your complaint is invalid.

mcjordi

well within their rights to send it away to be fixed.. you cant demand a replacement or refund or even repair its down to the retailer to state which basically which ever is cheaper for them tbh..

chanz4

Its like pcworld, their tech staff are not allowed to even touch most manufactures machines as they are so under qualified.

hareng

Whether you paid for the extra guarantee or not, i would love to know who would actually repair it.
If its a certain place in Brum authorised by many manufacturers, i would steer well clear.

On the other hand its the main reason i wont buy Sony, 2 years after release spares are depleted and junked.