TV warranty company damaged TV

scrappy_doo

Hi all,
I need a little help with this one please, any advice would be greatly received!

I purchased a tv from AO eBay in June. It’s a Philips 50PUS6753/12. The TV developed a fault of horizontal black lines and as I had registered it with Philips for their 12 month warranty I informed them of this.

They contracted the repair to a company called Equinox Maintenance Ltd who contacted me to arrange for an engineer to attend. An engineer came to my house and replaced the entire screen. The TV then however developed a further fault in that if the set had been on then turned off and turned on later that day sometimes there would be sound and no picture.

Again I advised Philips who once again referred me to Equinox. This time they confirmed they would collect the television and take it to their workshop for repair. They took the set on 13 November I then receive an email on Tuesday (26 November) which stated that they had received my TV at their workshop on 19 November but upon assessment yesterday (25 November) it had been noted that there is damage to the bezel and rear cover which was damaged in transit. They then offer a replacement set model 50PUS6703/12.

After comparing the two online I am led to believe that the replacement they have offered is of slightly lower specification. Noting that my original tv had the benefit of Bluetooth and a second HDMI 2.0 port whereas the replacement doesn’t.

I therefore contacted them to advise that the replacement offered is of lower specification to the one they have damaged and they then offered me the model 55PUS6803/12. This tv is slightly larger than mine and I don’t think it will fit on the wall where my original one went so I advised them of this.

They said they would look into it and get back to me. I then received an email today, as follows:-

Thank you for your patience whilst we looked into this.

The model we originally offered 50PUS6703/12 has the same specifications as your TV, it is actually a higher spec and an upgrade to your current model.

Unfortunately this is the only 50" model we have to offer, please could you look into this and let me know if this would be suitable? I can then arrange delivery for you.

I feel they are trying to fob me off for a mistake that they caused! I have no clue what my rights are with regard to the damage of my goods and the replacement of said goods. I would be really grateful if anyone has any suggestions of what I should do next.

Thanks in advance

Claire

Aylesbury_Duck

What do the terms of the warranty say about your rights to repair, replacement or refund and their rights to offer any of those resolutions?

scrappy_doo

All I can find under the warranty terms with Philips is as follows:-

Where a repair is not possible or not commercially viable, Philips may replace the product with a new or refurbished product of similar functionality. After a repair, firmware upgrade or replacement the warranty period will continue from the date of the original purchase.

Thank you

powerful_Rogue

It's not far off looking at the comparison. Plus it states it does have Bluetooth.


https://www.displayspecifications.com/en/comparison/07f85e19d

scrappy_doo

Thanks for your reply

I appreciate that it isn’t far off but it feels a bit unfair

From what I can see it doesn’t have Bluetooth, your link doesn’t compare the model 50PUS6703/12 which is the one they’ve offered

neilmcl

scrappy_doo wrote: »

Thanks for your reply

I appreciate that it isn’t far off but it feels a bit unfair

From what I can see it doesn’t have Bluetooth, your link doesn’t compare the model 50PUS6703/12 which is the one they’ve offered

According to the Philips website the model you had doesn't have Bluetooth either and has the same number of HDMI inputs as the one being offered. In fact it has exactly the same specification.