Problems with Toshiba TL868B 3D TV and FPT-AG02G Active Glasses

sja75

Hello

Just wondering if I could be offered some advice regards the above purchases.

1. I purchased both end of March 2012.

2. TV failed after a week and was replaced by Currys (Pixmania had sub contracted my order to Currys). TV was swapped for a direct replacement under Currys 28 day fault policy. Fault was horizontal lines at the top of the screen.

3. Replacement TV failed after a month. Rang Currys they said its now manufacturers warranty, they referred me to Toshiba. Rang Toshiba they wouldn't replace the TV but would uplift it for repair. TV repaired for a fault with the 3D function. Repairs carried out by a local authorised engineer. They replaced the entire screen. Was without the TV for a month.

4. I am now on my third set of Active 3D glasses with a fourth to be received on Thursday. Issues being all have failed to charge.

Having spoken with Toshiba again today with their customer care and expressed my lack of confidence regards the fourth set of glasses... They say that if the glasses fail again the matter would be "escalated to Head Office".

I queried would the failure of the 3D function previously be affecting the glasses performance somehow... This doesn't appear to be the case as I have attempted to charge the glasses from other USB charge sources as they requested to do.

Additionally I remarked that the previous glasses' replacements had arrived quite cold from the courier. I queried if this factor could have had a bearing on the performance, I was advised no.

I have to say Toshiba Customer Service has being great throughout. Unfortunately their products have not being so.

Any advice would be greatly received, thanks in advance.

sja75

Could anyone kindly advise me what options I have and what would be the best way to deal with this, thank you

unholyangel

Perhaps it would help if you told us what you're looking for advice on?

Do you want to know how many times they can repair? Do you want to know if you can get a refund? If you can get a refund on the glasses?

sja75

Hi Unholyangel, thank you for the reply.

Perhaps my fault for being unclear, I apologise.

I am concerned that the forth set of glasses will fail again tomorrow. If that is the case and the matter is referred to their HQ, what would be my rights? Refund? Another replacement?

It seems to me that the glasses are just going to keep failing if they just keep replacing them. The pair I am going to receive tomorrow are the last Toshiba hold in stock (I don't know if they are getting more). Assuming they are the last and there is no substitute... I could well have a TV that I cannot use for the purpose I bought it. What would be a reasonable and within my rights to expect?

Thanks

unholyangel

Well essentially at the moment it sounds as if they are dealing with it under warranty. So you would have to check the terms and conditions of your warranty to see what it says with regards to refunds.

In law, if the fault is inherent (in the first six months from purchase, its up to the retailer to prove it isnt inherent, after 6 months its up to the consumer to prove it was inherent) then you'd be entitled to a repair, replacement or refund (you can request one but the retailer can refuse if its disproportionately costly in comparison to other remedies or impossible). Any refund can be reduced to take into account use you have had of the goods. A repair/replacement should be carried out within a reasonable time and without causing significant inconvenience to the consumer.

But as above, it sounds like at present its being dealt with under warranty.

sja75

Yes it is warranty...

Given the amount of trouble I have had and the matter is referred to their HQ as I was advised yesterday, how would you expect them to deal with it? Both TV's failed during the first six months as well as the glasses.

If my TV has being discontinued for any reason and no equal is available, can I reasonably request a replacement of higher specification, if I didn't want a refund?

You mentioned the retailer... They have just referred me to Toshiba kind of washing their hands of it each time I have had a problem. Have I missed something here? Albeit Toshiba have always handled the matter well to be honest.

Thanks.

unholyangel

Well as stated since its been more than 6 months from purchase, SoGA wouldnt technically come into play unless you can show the fault is inherent (usually done via independent report - the cost of which is refundable by the retailer if found in your favour).

But i'm unsure of what their warranty policy is so I cant really advise on what to expect when they get back to you. You would be better checking your warranty documentation for this information.

Technically, you can request anything you like, they can only say no after all. But reasonably if they arent able to repair/replace (or have something in their warranty which allows a refund), you could always request to use whatever refund they offer towards another TV from them - they may even be willing to offer more as a store credit than a cash refund.

sja75

Interesting...

Whilst it is greater than six months since purchase, doesn't the fact that all issues have occurred since week one not have a bearing whatsoever regards SoGA you mention...

sja75

Oh dear...

Fourth pair of glasses again inoperative, same issue. Unable to contact Toshiba, perhaps they were let go early as a result of conditions today...

Any further advice regards this matter would be gratefully received for when I phone them tomorrow, thanks.

sja75

An update.

Toshiba offered me a swap out for a Passive 3d system.

They say they can't swap out an Active 3d system as they suspect interference with Infrared somehow. This isn't true as all my remotes operate normally as they enquired.

They want to send their engineer out to look at it.

It seems to me they are being helpful but I cannot help thinking they did try to offer an technically inferior product. I asked for a swap out of like for like (Active) system they said they need to establish the what's going on.

Any advice would be great, thanks