warranty issue

Batts36

Has anyone had any experience with handling Sony European customer service? It is the worst experience I have had to date. A brand new tv a few months old developed a fault. As it is "too expensive to repair" according to them they insist on sending out used "b" grade refurbished units as replacements. My replacement had scratches And marks alI over. have complained but keep getting told under terms of warranty they only replace with "as new" or refurbished. Many hours spent on the phone and emails and I am not getting any further forward. I brought a new tv and as such would rather of had a repair of my existing set as I knew the history of my set from new. These replacements they send we don't know how they have been treated and how long they have been used for previously before there sent out to the customer. Feel like we're getting a bum deal as a customer and the stress it is causing in getting the issue resolved. Many calls and emails and not getting any reply.It is within its 12 months. Any suggestions on how to handle would be appreciated.

tomtontom

Why are you not dealing with the retailer?

Batts36

I went to the retailer, currys, they sent me away stating I need to contact Sony direct

wealdroam

A short extract from MSE's Consumer Rights guide:

Know who's responsible

When returning items, beware shops trying the oldest trick in the book: saying they're not responsible for the shoddy goods and you must call the manufacturer. This is total nonsense!

If a company fobs you off by saying “go to the maker instead”, it's wrong. It's the retailer's job to sort it.

It doesn't matter if it's an iPod from a high street shop or a designer frock from a department store. If something's broken, torn, ripped or faulty, the seller has a legal duty to put it right as your contract is with it.

tomtontom

Currys are wrong, your contract is with them, not Sony. Having said that they can elect to repair, replace or refund in the event of a fault, and a replacement can be reconditioned - after all, your product is not brand new. What is not acceptable is to replace your item with a substandard/ scratched one.

Do you currently have the replacement item, are Sony willing/ able to return the faulty item to you? I would contact Currys by phone and explain the situation, explaining your rights under the Sale of Goods Act to a remedy from them, not Sony. If no joy I'd be sending a letter before action to Currys, and if still no joy small claims court.

Ultimately you may well end up with a reconditioned model, but one that is of a satisfactory standard.

Batts36

It's very stressful in getting it resolved, am trying to contact currys now. Citizens advice seem to think think I still have a case even though I have had the unit swapped. I have just been back into Currys who state the responsibility is with the manufacturer even though I reported the fault to them initially. They seem to think the sale of goods act dosent apply. Head and brick wall time

Batts36

The other issue is that with the "reconditioned" units you don't know if they are ex demo etc and how they have been treated, I have no faith in the quality control from their factory end and can see myself keep getting substandard replacements from the dregs of the stock they have left in the factory. I said it's quite simple, if no repair is available send me a new set or the equivalent model if not available. It can't be cost effective for them either keep shipping out b grade products only for me to have to keep rejecting them. I've stated its put my parents of buying a Sony with the experience and their loosing future custom through their poor service

Le_Kirk

Destress yourself, read the advice provided above, print a copy, learn the important parts, Sale of Goods Act, suppliers responsibility, fault inside 6 months is deemed to be inherent etc., then pop along to Curry's and obtain a solution to your satisfaction backed by YOUR RIGHTS. Good Luck.

Horizon81

Great advice for anyone reading this - never buy from Currys/PC World. Had you bought it from somewhere like Tesco you'd have had it all nicely sorted by now.

chancesare_2

Horizon81 wrote: »

Great advice for anyone reading this - never buy from Currys/PC World. Had you bought it from somewhere like Tesco you'd have had it all nicely sorted by now.

Not in my Tesco you wouldn't. Took several visits and a manager appointment for them to understand consumer law and their obligations with my neighbours faulty laptop.

OP if you do get a resolution which involves a refund, go to John Lewis. They will price match Currys and give you a 5 year guarantee. Coupled with that, their CS is second to none.

sammieking

I would agree with the above post about john lewis but lately Argos CS are on the up, I had a dodgy philips 58pus6809 4K 3 months old and are now exchanging it for a brand new 55put6400 4k android TV tomorrow.
If Sony was bought on credit card get them in it they are jointly liable as our recent car woes has showed!