Currys (Faulty TV) - I need your help

PurpleGoldFish

Hi All

I'm just looking for a wee bit of consumer advise regarding an issue I have and I thought of you lot. Who better to ask?

This is such a long winded one, I'm going to try and condense as much as possible.


I bought a Toshiba 46TL868B from Currys in March and it has a fault,
when viewing 3D Playback I get 'ghosting'. I called Currys for assistance,
Currys passed me on to Toshiba as that is their arrangement for faults, Toshiba
passed my details on to a local repairs firm as that is their
arrangement.

The local firm came out last Tuesday to have a look and see the fault
and to see whether it was a quick fix, it wasn't they could work out
what was wrong with and said they'd need to speak with Toshiba
before coming back out. Today they came back with some instructions
and software from Toshiba, they spend a good 30+ minutes trying to fix
the TV. No Joy. Their suggestion is to take it away for 10 working
days (2 weeks to me) and see if they can work out how to fix it.
Clearly this isn't a good enough solution, this is my only TV. The
local firm advised me to speak with Toshiba again as that's Toshibas practice.

I called Toshiba to be told in no uncertain way that the 2 week repair
job is the only option they can and will offer, they can't loan me a TV
they won't replace my TV. Unhappy with this I was told my statutory
rights and the Sale Of Goods Act are to be taken up with the retailer,
Currys. I eventually
got through to Geoff/Jeff, he was very nice enough but said nothing
Currys can do, take it up with Toshiba.

So, I've spent two afternoons in the house waiting for and seeing to
engineers, and I've been passed between Toshiba and Currys and had to
pay for the privilege and now they want me to be inconvenienced for
another 14 days. Clearly this isn't good enough. The repairs process isn't timely and/or convenient.

As for the Sales of Goods Act they stipulate that an item must

Satisfactory - which it isn't.

As Described - Says it's a 3D TV, yet I can't watch 3D

Fit for purpose AND last a
Reasonable length of Time - It is not fit for purpose and it hasn't
lasted a reasonable length of time.

Don't know how to progress this. All I want is for either a full refund or to be able to choose another TV.


Any help much appreciated. You lot are Angels :A

neilmcl

"Ghosting" to some extent is a known, and expected side-effect of the current 3D technology. Some manufacturer's are able to deal with it better than others. Personally I wouldn't see this as a fault and am unsure as to what the repair could do. Is this the real reason you're after a refund rather than a repair, perhaps.

Having said that, 2 weeks turnaround for a repair is entirely reasonable imho and is in line with the retailer's statutory obligations.

somethingcorporate

You have no entitlement to a refund or a new TV. You have to allow the retailer to repair it and 2 weeks for a luxury item like a TV would not be considered inconvenient.

Sorry, you just have to be patient.

paddyrg

As above, refund, repair, replace at the vendors choice - upto 2 weeks may be much shorter, and a TV is not like heating/clean water, a fortnight without may be annoying but the world will not end.

PurpleGoldFish

Hi All

I'm appealling for a wee bit of assistance or a pointer in the right direction. I'll try and keep this brief.

I bought a 3DTV in March - Started watching 3D things over the summer with the BBC's Summer of 3D, it became apprent there is an issue with the 3D, I continually get a double image ( it best described as 'ghosting') there is also an issue with black light bleed.

I complained to Currys they referred me to Toshiba who sent out a local repair firm on the 14/08 he couldn't fix it, he went away spoke with Toshiba and came back on the 21/08 with software update, the TV wouldn't update and again he couldn't fix it. Toshiba sent the firm back out on the 28/08 to pick up the TV and take it away to look at it. The engineer called me on Friday and said Yes he can see the issues I have reported but after speaking with Toshiba's Technical team 'as the TV doesn't have manual 3D settings that can be adjusted, the TV is working within expected specification' and as for the bleed issue "All LED TVs are lible to back light bleeding", I believe this to be untrue as I have to friends with LG LED 3DTVs and they've not issues at all.

Toshiba have sent me an email saying - "Further to your call to our Help Desk, I understand that your 46TL868B has been in for inspection with our service agent, (Local Repair Firms Name) who advise that the television is working within specification therefore, there is nothing further Toshiba are able to do, and as such, you must refer to your retailer under Trading Standard legislation if you are not happy with the television you purchased from them."

I've called Currys and they're having non of it. I don't know what to do now.

The TV isn't any good for 3D as it doesn't render the images well enough to watch and the back light bleed it just an annoyance.

malchish

The TV is not fit for the purpose. Write to Currys , recorded delivery, requesting full refund under Sales of Goods Act. Tell them "the item is available for collection at mutually convenient time". Give them a deadline for response. If they do not refund/exchange the product, you can write to your credit card, making a claim under section 75, or write a letter before action to Currys.

JethroUK

If you buy a 3d TV in March, watch all the Olympics in3d and don't report any faults until August. You have little to no chance of anyone (let alone currys) of being taken seriously

Esqui

It's under 6 months old, and the retailer (by using the manufacturer as repair agents) have proven that there's no inherent fault with the TV. You could try getting a second opinion if you really want, but you're stuck with the cost of that if they also say it's within specification.

somethingcorporate

I agree with Esqui, you now need to prove that there is a fault given a 3rd party has already confirmed that there is no fault.

PurpleGoldFish

JethroUK wrote: »

If you buy a 3d TV in March, watch all the Olympics in3d and don't report any faults until August. You have little to no chance of anyone (let alone currys) of being taken seriously

That sounds almost accusatory. I had little interest in the Olympics the only thing I wanted to watch from the Olypmics was the tennis final and they weren't in 3D anyway. The things I did want to watch from the Summer of 3D were the Wimbledon Final, the David Attenbough Documentary that was on a few weeks ago and the up coming last night of the proms.

Also I still wish to have a 3DTV, just a correctly working one.

neilmcl

OP, why have you started a new thread instead of updating your existing one regarding this - https://forums.moneysavingexpert.com/discussion/4137293=

As explained there, ghosting is a known side-effect of current 3D technology and some manufacturer's handle it better than others. This doesn't imply there's a fault, which has now been confirmed by the manufacturer.