Faulty Sony Bravia TV

TJolly

Hi,
On 14/01/2019 I purchased a Sony Bravia TV (Model Number: KD43XF8796) from a well known electrical store. This came with a 5yr extended warranty. In December 2019 the TV developed a fault following an automatic firmware update: https://www.sony.co.uk/electronics/support/televisions-projectors-lcd-tvs-android-/kd-55xf8796/articles/00206881
Every time I now switch the TV on it boots to Android mode. After a couple of minutes the TV works ok. I telephoned Sony Technical Support who guided me through fixing this issue using the remote. For a couple of days the TV worked ok and then the fault returned. I contacted the store I had purchased it from who told me that anything to do with guarantees/extended warranty with Sony products had to be dealt with by Sony Customer Support. (This was a pre-recorded message). I telephoned Sony Customer Support and explained the problem. They stated they would send an Engineer out to replace the motherboard. A couple of days later the Engineer arrived with a new motherboard. He did not replace the motherboard but did additional updates, changed settings using the remote. The TV appeared to be working ok. The following day the fault returned. I again telephoned Sony who told me that their records showed that the motherboard had been replaced. I told them that it hadn't. They said they would send an Engineer out to replace the motherboard. The Engineer arrived without a motherboard and took the TV away saying it was a 3hr job and could take up to 2 weeks to repair. I was not even given a temporary replacement TV. I complained to Sony and that just fell on deaf ears. All they did was to quote terms & conditions. I explained that the TV had developed the fault during its first 12 months and requested a replacement TV. This was refused saying once the motherboard is replaced the TV would be fine.
 I am wondering how I stand under 'Consumer Rights'.
Any advice appreciate.

wongataa

You should always deal with whoever you bought the product from.  It is their responsibility under the consumer rights act to deal with issues with something they sold.  Don't be fobbed off in the future.  Now you have gone to the manufacturer you probably just have to wait until they have finished with the TV.

TJolly

Thanks for your advice. The shop refused to help saying it was the responsibility of Sony.

wongataa

The shop were lying or do not understand the law.

macman

John Lewis presumably?
OP. you do not have any 'consumer rights' with Sony, because you have no contract with them. All you have is whatever rights are granted to you under the warranty terms. Your statutory rights are with the retailer, primarily those granted by CRA 2015.
You have no rights to receive a replacement TV under the warranty or under CRA 2015, nor a loan TV.

mobileron

Had this problem with the same Sony model,engineer replaced the panel and had no issues since.
Why would you expect a  temporary replacement, your not renting the tv, 

EssexExile

It's OK saying one should always deal with the retailer but they don't have the ability to fix the problem. They would have to involve the manufacturer to fix the problem. It's a lot simpler to deal directly with the manufacturer than keep going through the retailer.

macman

Yes, it can be simpler, but your rights under CRA 2015 are much greater than those granted to you under the manufacturer's 12m warranty.