Hisense TV warranty - Unreachable

Rainbowgirl84

StuieUK34 wrote: »

Retailers liability is 12 months for the Warranty/guarantee. (AO.com )
The product is listed with a 2yr warranty indicating the warranty is with the manufacture for the 2nd year.
I have owned the set for 20 months. As said in my posts, this is NOT the retailers issue.
Post 3 doesnt give anything, and post 4 is by me.

I paid with credit card (£700)
Warranty is the way to go, but the issue is with the firm who handle the warranty.


Question is, apart from a solictor, who do you go to when a firm doesnt respond to warranty requests ?

You are not understanding that the Retailers liability does not end after 12 months.

Fosterdog

It is the retailers liability and only the retailers liability, you have no contract with the manufacturer. The retailers liability does not end after 12 months, whether something has no warranty, a 12 month warranty, or a 10 year warranty, and no matter what the terms of the warranty state legally under your statutory consumer rights it is the retailer who remain liable.

Rainbowgirl84

It's a week since you were told to go to the retailer...you were also asked who the retailer is. Try and focus. Help people to help you please!

StuieUK34

retailer passes me/consumer onto 'hisense' , which is infact, Pacifica Group...., which is infact the answerphone service or disconnection I have mentioned many times......


Understood about 6 years scenario with white goods/tv, etc ..... but retailer following there guidelines, with the end result being I get put forward to 'Pacifica Group', the warranty firm who handle Hisense stuff, who 'don't handle' warranties !


I know what retailers limitations and liabilities are, I also know how warranties are run (insurance product). I also know AO.com or any retailer is OK to deal with after the 12 months based on the life expectancy of the product...

But as said from the start, the TV I have comes with a 2yr warranty, and the 2nd year of the warranty is provided by Hisense (which is outsourced to Pacifica Group), which means any retailer passes the fault/details to the manufacturer/extended warranty handler/warranty handler/insurance underwriter.


I already spoke to the retailer weeks ago, hence getting to the point of knowing the book stops with 'Pacifica Group' who handle Hisense warranties!

Question is still the same, when you cant get a resolution from the firm that handles a warranty, who do I goto ?

Fosterdog

StuieUK34 wrote: »

Question is still the same, when you cant get a resolution from the firm that handles a warranty, who do I goto ?

Answer is still the same, you go to the retailer. There is no other course of resolution, it is the retailer and only the retailer and as I said in my last post if the retailer fails to comply with the law you can take them to court.

Rainbowgirl84

Again who is the retailer?

unholyangel

Rainbowgirl84 wrote: »

Again who is the retailer?

According to OP's earlier post, AO.com

Rainbowgirl84

You are being fobbed off by the retailer...time to lodge a section 75 claim with your credit card provider who are jointly liable.

pinkshoes

StuieUK34 wrote: »

Retailers liability is 12 months for the Warranty/guarantee. (AO.com )
The product is listed with a 2yr warranty indicating the warranty is with the manufacture for the 2nd year.
I have owned the set for 20 months. As said in my posts, this is NOT the retailers issue.
Post 3 doesnt give anything, and post 4 is by me.

I paid with credit card (£700)
Warranty is the way to go, but the issue is with the firm who handle the warranty.


Question is, apart from a solictor, who do you go to when a firm doesnt respond to warranty requests ?

You do not have to claim on the warranty. You can claim under the Consumer Rights Act which states that goods need to last a reasonable amount of time and you can claim for up to 6 years from purchase.

(Obviously you would not expect all items to last 6 years...)

As it is over 6 months old, you would need to prove the fault was inherent (and not misused) by getting an independent report. The retailer then needs to refund, repair or replace (their choice). The refund can be a partial one to reflect the use you have had so far.

StuieUK34

cheers for the info....


I'll let u know how I get on, i'll have to put it in writing to AO.com with regards to taking them on.....
(they maintain due to the warranty sold with the TV which is managed by Hisense, they are not liable for any issues within that 2nd year which is covered by the manufacture's warranty)...


Guy on phone for AO.com did say a line from top to bottom isn't unheard of, and not something you would expect on a TV just over a year old, followed by " as per our guidelines, transferring you to Hisense!"......


i'll keep ya posted!