Faulty Tv from AO.com 3 months old (final right to reject)

dsmithy81

Hi,
Just looking for a bit of advice on what my consumer rights are regarding a faulty television I purchased from AO.com around about 3 months ago. The tv developed a fault in which verticle lines were being intermittently displayed on the set, I contacted AO an they put me in contact with Samaung to arrange repair, the engineer confirmed the fault an fixed the unit. I was expecting a replacement rather than having to take an unpaid day off work but I accepted the repair anyhow.

However less than 2 weeks after the repair the intermittent lines are back. I've told AO I'm not willing to accept further repair and wish to exercise my final right to reject the tv for a refund an i'll order a different set.

I've sent them multiple pictures of the fault with the time/date on and despite reminding them of my rights, they seem to be ignoring me insisting they have the right to take the tv away for further diagnostics. Leaving me £900 down an without a tv, I can't afford to just order a new one before I'm refunded. Do they have the right to take the tv away for a second time or am I being lied too?

Many thanks in advance
Dave

wealdroam

dsmithy81 wrote: »

Hi,
Just looking for a bit of advice on what my consumer rights are regarding a faulty television I purchased from AO.com around about 3 months ago. The tv developed a fault in which verticle lines were being intermittently displayed on the set, I contacted AO an they put me in contact with Samaung to arrange repair, the engineer confirmed the fault an fixed the unit. I was expecting a replacement rather than having to take an unpaid day off work but I accepted the repair anyhow.

However less than 2 weeks after the repair the intermittent lines are back. I've told AO I'm not willing to accept further repair and wish to exercise my final right to reject the tv for a refund an i'll order a different set.

I've sent them multiple pictures of the fault with the time/date on and despite reminding them of my rights, they seem to be ignoring me insisting they have the right to take the tv away for further diagnostics. Leaving me £900 down an without a tv, I can't afford to just order a new one before I'm refunded. Do they have the right to take the tv away for a second time or am I being lied too?

Many thanks in advance
Dave

As you say, after one repair and the television still doesn't conform to contract, you have the right to reject it for a full refund.

Leo2020

wealdroam wrote: »

As you say, after one repair and the television still doesn't conform to contract, you have the right to reject it for a full refund.

I think the issue is that the OP doesn't want AO to confirm it is faulty.

OP mentions AO want to do diagnostics. The retailer has the right to confirm that is is faulty before they provide a remedy. Or is it the case OP that they are refusing to refund altogether?

If they are willing to test and once the fault is confirmed then refund then let them take a look.

dsmithy81

I've no problems in them confirming the fault, I'm more than happy to let an engineer come round and see for themselves. Just think it's a bit unreasonable for me to have to take a second day off work unpaid because their engineers only work Monday 9-5 Monday - Friday. Especially seing as i've sent them a shed load of pictures of the problem ��

They're insisting on Samsung coming round & or taking the set away for further troubleshooting or another repair an that's not what I've requested. But if that's what it takes to get it sorted I guess I've got no choice...

Thanks for the replies

wealdroam

dsmithy81 wrote: »

I've told AO I'm not willing to accept further repair and wish to exercise my final right to reject the tv for a refund an i'll order a different set.

dsmithy81 wrote: »

I can't afford to just order a new one before I'm refunded.

Are you really going to buy a new television just a few weeks before you leave the country for good?

dsmithy81

wealdroam wrote: »

Are you really going to buy a new television just a few weeks before you leave the country for good?

Don't think the mother would be too impressed If I left her without a television she paid for. Thanks for your concern though

DavidP24

Consumer Rights Act 2015

The first six months

If you discover the fault within the first six months after buying the product, it is presumed to have been there since the time of purchase - unless the retailer can prove otherwise.

During this time, it's up to the retailer to prove that the fault wasn't there when you bought it - it's not up to you to prove that it was.

If an attempt at repair or replacement has failed, you have the right to reject the goods for a full refund or price reduction - if you wish to keep the product.

The retailer can't make any deductions from your refund in the first six months following an unsuccessful attempt at repair or replacement.

Call AO

Say "I am invoking my statutory rights in accordance with Consumer Rights Act 2015, I have given you an opportunity to repair the item, I am now exercising my right to reject the goods. Please arrange to collect them as is your obligation under the act, failure to do so will mean I will arrange for my own Courier and hold you responsible for the cost."

DoaM

DavidP24 wrote: »

Call AO

Say "I am invoking my statutory rights in accordance with Consumer Rights Act 2015, I have given you an opportunity to repair the item, I am now exercising my right to reject the goods. Please arrange to collect them as is your obligation under the act, failure to do so will mean I will arrange for my own Courier and hold you responsible for the cost."

Bear in mind that by doing so you're accepting responsibility for the TV to arrive with AO in the same condition as it leaves you. If any damage occurs then you become liable and it may complicate your refund claim. If you DO do this, make sure you take out appropriate insurance cover.

Fosterdog

What exactly do you use the TV to watch? Only asking because intermittent vertical lines can be caused by the TV itself being faulty, a source cable not connected properly, a faulty source cable or the connected device being faulty.

If it happens on all sources or only sources built in to the TV (smart services, menu systems, freeview etc.) then it will be a fault with the TV, if however it say only happens when you watch through a sky box (just an example) then there is just as much chance of it being the cable or sky box at fault or a loose cable. Make sure you test multiple sources and are sure it's the TV at fault before arguing for your rights. The last thing you want is to send it back to them only for them to find that the fault is not with the TV and then they charge you to send it back and maybe add on some diagnostic and admin charges.

Al_Ross

I was a tv Engineer for 30 years, 10 working for Currys and 10 running my own TV repair business. The fault you are experiencing is a faulty LCD screen, very, very common problem. It is caused by poor solder connections internally in the screen and a new screen would be required. In this day of cheap new TV’s I would have thought an automatic replacement. Your argument is with the seller though not the manufacturer. You will require an independent report from a repair company and then small claims if you can't get anywhere, hope you get it resolved soon.

dsmithy81

wealdroam wrote: »

Are you really going to buy a new television just a few weeks before you leave the country for good?

Fosterdog wrote: »

What exactly do you use the TV to watch? Only asking because intermittent vertical lines can be caused by the TV itself being faulty, a source cable not connected properly, a faulty source cable or the connected device being faulty.

If it happens on all sources or only sources built in to the TV (smart services, menu systems, freeview etc.) then it will be a fault with the TV, if however it say only happens when you watch through a sky box (just an example) then there is just as much chance of it being the cable or sky box at fault or a loose cable. Make sure you test multiple sources and are sure it's the TV at fault before arguing for your rights. The last thing you want is to send it back to them only for them to find that the fault is not with the TV and then they charge you to send it back and maybe add on some diagnostic and admin charges.

Thankyou for the reply,

It's happening on every input, via freeview box also by Android box aswell as the picture self diagnosis on the television menu. They're sending an engineer out again to confirm the fault and I'll have to take it from there

Cheers
Dave