The Co-operative Electrical ,Faulty Sony 40" Smart TV

Al_Ross

[FONT=&quot]I purchased a new Sony KDL40W705CBU Smart tv from the Co-op about 3 months ago.
I contacted then several weeks back regarding a problem with the tv.
They told me as it was over 28 days old I needed to contact Sony themselves for a repair.
I was asked to send in photos of the screen showing my problem, which was bad shading down the left hand side of the screen.
This was down straight away, now several weeks later they have agreed to replace my tv as the panel is faulty and they do not replace screen panels.
It turns out they are to replace my new tv with a refurbished set,i.e one that has previously been returned by someone else because they were not happy with it. Also mostly likely I will end up with an older tv than the one I am returning.
I normally buy from John Lewis, but on this occasion as I have never had problems with Sony tv's until now, I bought this one Co-op Electrical to save a few pounds, big mistake.
My question is must I accept a refurb tv ?[/FONT]
[FONT=&quot] [/FONT]

wealdroam

Al_Ross wrote: »

[FONT=&quot]I purchased a new Sony KDL40W705CBU Smart tv from the Co-op about 3 months ago.
I contacted then several weeks back regarding a problem with the tv.
They told me as it was over 28 days old I needed to contact Sony themselves for a repair.
I was asked to send in photos of the screen showing my problem, which was bad shading down the left hand side of the screen.
This was down straight away, now several weeks later they have agreed to replace my tv as the panel is faulty and they do not replace screen panels.
It turns out they are to replace my new tv with a refurbished set,i.e one that has previously been returned by someone else because they were not happy with it. Also mostly likely I will end up with an older tv than the one I am returning.
I normally buy from John Lewis, but on this occasion as I have never had problems with Sony tv's until now, I bought this one Co-op Electrical to save a few pounds, big mistake.
My question is must I accept a refurb tv ?[/FONT]
[FONT=&quot] [/FONT]

So you currently have a television that is about three months old.
Why do you think you are entitled to a new television?

How can you possibly say "mostly likely I will end up with an older tv than the one I am returning"?
You have no way of knowing that.

I see you have been using MSE for over five years now, but you appear not to have seen their Consumer Rights guide. There's a link to it at the top of this page.
Here is a short extract:

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.

Have you heard of John Lewis' 'never knowingly undersold' policy?
That would've allowed you to buy from JL at the Coop's price.
Did the Coop offer a free five year guarantee?

marcarm

You do not have a brand new TV at the moment, so they do not have to give you a brand new TV in replacement.

You do not say who 'they' is, is it Sony or Co-op? Sony do not have to do anything as you did not purchase from them. Your post is a little confusing as you say 'they' are giving you a refurb, but then you say about buying from Co-op to save a few pounds, but if it is Sony replacing the set it doesn't matter where you got it from?

You do not know if you are getting an older set, it could be one that someone returned today, but again confused as someone would not return their TV direct to Sony unless they bought from them.

But to answer your question, 'they' have to repair, replace or refund at a choice to them, so they are doing what is required.

You never know, you might get a newer set with better specs than what you have now.

unholyangel

Your statutory rights with the retailer would be for a replacement of similar specification, age, condition etc.

Although I'd highlight 2 things. 1 is that even though you have only owned your tv for 3 months, its likely a lot older than this - its not unknown for stock to sit for years before finally being sold. 2 is that when an item is refurbished, usually pretty much everything is replaced from scratch - so a refurb isn't necessarily as bad as it sounds.

I've had one as a replacement before - tv broke after 13 months, manufacturer sent out a refurb which has (so far anyway) lasted around 8 years. Given the great deal I got when purchasing it, I've more than got my monies worth - several times over in fact.

Al_Ross

I will try to answer the various questions here

Firstly, Sony put the date of manufacture on the back of the telly, and mine was manufactured about a month before I got it.

Sony is the ones replacing the tv.Co-op Electrical told me to phone Sony and I did. I could have insisted Co-op Electrical phone Sony, but to speed up the process I did. This is standard practice, they are offering to repair the tv,via a Sony Warranty repair, they do not have a repair service themselves.

My Warranty is with Sony ,it is a 5 year warranty from them and they are legally obligated to repair it. It is obviously not cost effective to do so they are going to replace it, albeit with someone else’s rejected tv.
I mentioned I should have bought it from John Lewis because if under 6 months old they would have replaced my faulty tv with a brand new one, no questions asked. No chance of that from most of the on line retailers, although Amazon probably would have.

unholyangel

Al_Ross wrote: »

I mentioned I should have bought it from John Lewis because if under 6 months old they would have replaced my faulty tv with a brand new one, no questions asked. No chance of that from most of the on line retailers, although Amazon probably would have.

From john lewis website:

So repair's the first course of action?
Yes, because it's essentially a repair guarantee – but of course sometimes it's more expedient or economic to actually replace the appliance.

On occasion they may offer over and above that, but its by no means guaranteed - especially not with no questions asked! Have a look through previous JL threads on here and you'll get a better idea of what they'd be likely to offer.


As for the guarantee with sony, what do the terms of the guarantee/warranty state?

Al_Ross

From John Lewis Website:

Terms and conditions

• If you're unhappy with your purchase, please let us know. Unless faulty, we'd like this to be within 90 days of purchase.
• If you return your item to one of our shops and you'd like a refund but don't have your receipt, order confirmation or delivery note, we'll give you a gift card to the value of the current selling price. Ordinarily if you have your receipt or delivery note we'll refund the original debit, credit or charge card used to purchase.

Zandoni

Personally I hate the way a lot of companies replace faulty products with refurbished goods, unfortunately there's little you can do about it.

AJXX

Zandoni wrote: »

Personally I hate the way a lot of companies replace faulty products with refurbished goods, unfortunately there's little you can do about it.

I don't really see the issue.

In most cases the customer will be returning something which is faulty and x months old - so why should they expect to be given something which is brand new when they've already had use of the item for x months?

Personally, I see no issue accepting "refurbished" goods and I'm clueless as to why most people act like this is an insult. Refurb goods are often "like new" it could be that someone has simply returned something having never used it....

Not sure I understand the hate for refurb goods...

unholyangel

Al_Ross wrote: »

From John Lewis Website:

Terms and conditions

• If you're unhappy with your purchase, please let us know. Unless faulty, we'd like this to be within 90 days of purchase.
• If you return your item to one of our shops and you'd like a refund but don't have your receipt, order confirmation or delivery note, we'll give you a gift card to the value of the current selling price. Ordinarily if you have your receipt or delivery note we'll refund the original debit, credit or charge card used to purchase.

You missed the bit right above that:

Please return the unused product to us within 90 days of receiving your order.

Zandoni

AJXX wrote: »

I don't really see the issue.

In most cases the customer will be returning something which is faulty and x months old - so why should they expect to be given something which is brand new when they've already had use of the item for x months?

Personally, I see no issue accepting "refurbished" goods and I'm clueless as to why most people act like this is an insult. Refurb goods are often "like new" it could be that someone has simply returned something having never used it....

Not sure I understand the hate for refurb goods...

The world is made up of lots of different people and they all have their own opinions. There are people who will happily buy their clothes at a boot sale and there are people like me who will only buy new.

If my TV broke after 3 months it would still look brand new on the outside and it wouldn't smell of cigarette smoke. Would there still be the same guarantee with the replacement?

It's also possible to get a so called refurbished product that's been used for a year and has been on 24/7, where mine perhaps could have hardly been used.

I personally think it's a terrible way to handle repairs but unfortunately I can only vote with my feet with the companies that do this.