5 year TV warranty?

clogger

I bought a Sony TV from a well known store, online as I was keen to have the 5 year warranty they offered, I have never actually read the 5 year warranty but I do have one.
After three years this TV developed one vertical faded black line at the edge of one side of the screen.
I contacted the store and they sent a Sony person to look, he took photos of the fault and a day or two later contacted us to say the TV was effectively written off as the new screen it needed was unavailable.
We were duly contacted by the store who said we could have another TV, we selected this and were given a delivery date.
The day of delivery arrived, and so did a replacement TV, however it came in a damaged box that had previously been opened and re taped down, and also with the address of a previous recipient of the TV one month ago according to the date, partially covered but still clearly visable on the side the telephone number also visable (tempted to ring him to see why he sent it back). So I seem to have been sent a second hand TV clearly one that has previously been returned. Is this normal practice? I had no idea My warranty replacement would be second hand.
I rang the store and told them I would not be taking the replacement TV out of the damaged Box. They said they would call back later to let me know what they can do.
I still have my original TV at home (they were supposed to take that away when delivering the replacement one but as luck would have it the delivery man knew nothing about this so I still have it??
What would be the best course of action?

Slowhand

It's time to read what T&C's of the five year warranty say. I'm surprised you haven't already. You may be only entitled to an equivalent replacement. If yours had been repairable you would have had a three year old repaired TV.

wealdroam

clogger wrote: »

I bought a Sony TV from a well known store, online as I was keen to have the 5 year warranty they offered, I have never actually read the 5 year warranty but I do have one.
After three years this TV developed one vertical faded black line at the edge of one side of the screen.
I contacted the store and they sent a Sony person to look, he took photos of the fault and a day or two later contacted us to say the TV was effectively written off as the new screen it needed was unavailable.
We were duly contacted by the store who said we could have another TV, we selected this and were given a delivery date.
The day of delivery arrived, and so did a replacement TV, however it came in a damaged box that had previously been opened and re taped down, and also with the address of a previous recipient of the TV one month ago according to the date, partially covered but still clearly visable on the side the telephone number also visable (tempted to ring him to see why he sent it back). So I seem to have been sent a second hand TV clearly one that has previously been returned. Is this normal practice? I had no idea My warranty replacement would be second hand.
I rang the store and told them I would not be taking the replacement TV out of the damaged Box. They said they would call back later to let me know what they can do.
I still have my original TV at home (they were supposed to take that away when delivering the replacement one but as luck would have it the delivery man knew nothing about this so I still have it??
What would be the best course of action?

Perhaps the previous guy who received your replacement tv earlier didn't like the damaged box either, and returned it.

How have you ascertained that the replacement tv is actually second hand?

Perhaps John Lewis* could look around for a three year old working tv to replace your faulty one.



*just a guess.

clogger

never actually seen a copy of the warranty to study just says 5 year warranty on the original recipt
the replacement in the box could be fine . but as i can clearly see it has alreadybeen delivered to a customer and returned and is in a damaged box i call that second hand.
Not sure what happens next I am waiting for one of those promised return phone calls..

battleborn

Have you inspected the quality of the actual TV?

If you took it, would you be able to sell it and buy a brandnew one and save some money?

unholyangel

The problem with a warranty is that they can include additional T&C's providing they are reasonable.

However even SoGA allows for replacements to be "like-for-like" taking into account specs, age etc.

Perhaps you should research the tv that was delivered first. It may be that that TV is of a much higher spec than your old one (and probably newer, so a betterment). Also, whether its new or has been previously delivered (and probably rejected for the damaged box!), you're likely still only going to have 2 years warranty left (and up to 3 years under Statute of limitations).

Or you could always ask them to provide a store credit for an amount, which you can then add to to purchase a new tv. Any store credit they offer is probably going to be for less than 50% of whatever you paid 3 years ago though.

withabix

clogger wrote: »

and so did a replacement TV, however it came in a damaged box that had previously been opened and re taped down, and also with the address of a previous recipient of the TV one month ago according to the date, partially covered but still clearly visable on the side the telephone number also visable (tempted to ring him to see why he sent it back). So I seem to have been sent a second hand TV clearly one that has previously been returned. Is this normal practice? I had no idea My warranty replacement would be second hand.

What do you THINK happens to everything that people buy online and return under the DSR?

Do you think they get thrown away or something?

Customers are allowed to open them. They are still new.

Boxes get damaged by delivery companies. Boxes which are supposed to absorb the damage rather than passing it on to the contents....

You are VERY lucky to have been given a new TV under the warranty.

They could have quite reasonably provided you with a second hand repaired one, unless the warranty specifically states 'new replacement'.

Esqui

Wait for them to call you back. It could be something as silly as a misdirected delivery. Maybe the TV you received was a repair coming back to the other customer, and they've been mixed up?

System

3 year old tv broke. Really all you should get is a working tv in the same condition eg 3 years old.

If its in good working condition I don't see what the problem is?

You've still got 2 years of the warranty left!

clogger

what is "The DSR"

Slowhand

clogger wrote: »

what is "The DSR"

Distance Selling Regulations, which don't apply in this case.