Help please, cant get my TV back from repair from manufacturer

Black_Squirrel

Hi

I know I am stupid, I purchased an ex-service TV from Richer Sounds, I wont mention the make. It was one of the last in the UK and I really wanted it.

After about a month it developed a fault. I stupidly called the manurfacturer customer service and they said it was under warranty and they could repair, usual repairs 5 working days.

It was picked up, and after a week I called and told that there was a fault on the mainboard and a part was ordered. A week later the part was still waiting to be delivered. Someone updated the online job history to say that it wouldnt be in till April 2013!!. I complained about this but was sent from one polite but unhelpful person to another... still no TV.

I wrote to the CEO, and received a phonecall from head office and was told that the customer service was awful and they would send me a new TV straight away.... two days later, no further information.

Called back and was told that no TV had been ordered, new one would take weeks to be delivered to me, and in the meantime my spare part was in and my TV would be returned in a few days... brilliant.

A week later, no TV and still no spare part delivered.

Wrote again to CEO explaining that I didnt want my tv fixed as I no longer had confidence that the part was being delivered and that I wished to have a new tv, but no response. Phoned customer support and told that I couldnt have a new tv as my one was under repair.

Since then I have had numerous calls to customer support and still no TV or date for delivery of spare part.

Richer Sounds are being great, if I return the TV they will refund me, but I dont have the TV.

What should I do? what are my rights? Can I expect a new TV or just have the faulty one returned.

Its now in the sixth week. Any advice would be marvellous

pinkshoes

WRITE to them, entitled "Letter Before Action", giving them 14 days to either refund you £X (which you paid for the TV), or return your TV. If they fail to do either, you will have no other option but to take them to court for the money, as you have already been without a TV for 6 weeks, which is unacceptable.

wealdroam

[STRIKE]As well as Pinkshoes' option, if you paid by credit card (and it was over £100), maybe consider a Section 75 claim.[/STRIKE]

Edit to add:
A s75 claim would not be appropriate as the tv is not with the seller.

Sorry about the duff info.

Black_Squirrel

pinkshoes wrote: »

WRITE to them, entitled "Letter Before Action", giving them 14 days to either refund you £X (which you paid for the TV), or return your TV. If they fail to do either, you will have no other option but to take them to court for the money, as you have already been without a TV for 6 weeks, which is unacceptable.

Do I have these rights even though Richer Sounds sold me the TV? Thanks

wealdroam

Black_Squirrel wrote: »

Do I have these rights even though Richer Sounds sold me the TV? Thanks

Yes, they have your tv.

Strictly speaking you are not asking for a refund from them, you are asking for your tv back or an equivalent sum of money.

Edit to add:
Which leads me to say that perhaps a Section 75 claim would not be appropriate.

Black_Squirrel

wealdroam wrote: »

Yes, they have your tv.

Strictly speaking you are not asking for a refund from them, you are asking for your tv back or an equivalent sum of money.

Edit to add:
Which leads me to say that perhaps a Section 75 claim would not be appropriate.

And would that be a small claims court that I would go to if required?

wealdroam

Black_Squirrel wrote: »

And would that be a small claims court that I would go to if required?

Yes, but the first stage down that route is usually to send a letter before action, as described by PinkShoes.
Send it recorded delivery.

Google letter before action for many samples if you like.

Often receiving an LBA is enough to kick the company into action.

Black_Squirrel

wealdroam wrote: »

Yes, but the first stage down that route is usually to send a letter before action, as described by PinkShoes.
Send it recorded delivery.

Google letter before action for many samples if you like.

Often receiving an LBA is enough to kick the company into action.

Brilliant, thats such a relief to know I am not completely helpless and stuck in a loop of awful customer service

lukerichardson40

Yep... letter before action. I am going through the process now and it is quite easy really. Have to say it is only so easy thanks to the guys on this forum, they are all fantastic! If you have any questions, do some reasearch then ask on here.

Slowhand

wealdroam wrote: »

Yes, they have your tv.

Strictly speaking you are not asking for a refund from them, you are asking for your tv back or an equivalent sum of money.

Edit to add:
Which leads me to say that perhaps a Section 75 claim would not be appropriate.

Richer Sounds don't have the TV...the manufacturer has it. The OP has chosen to deal with the manufacturer rather than the seller. RS will deal with it on the return of the TV.

wealdroam

Slowhand wrote: »

Richer Sounds don't have the TV...the manufacturer has it.

Yes, that's right.

Slowhand wrote: »

The OP has chosen to deal with the manufacturer rather than the seller.

I noticed that too.

Slowhand wrote: »

RS will deal with it on the return of the TV.

OK, so all the OP has to do is get the tv back from the manufacturers.

Any idea how they might do that?