Seller won't collect broken TV

Prokofiev

I recently bought a television from Hughes, which broke after just six days usage. As we have had it such a short time and the goods are clearly defective I have asked for a refund and in the mean time bought a replacement (we don't want to be without a television in lockdown!). Hughes have said they are not doing collections due to covid, and once they do collect it they will process a refund once they have verified the return and could take 30+ days. Or I post back at my expense.

The thing is this means I could be waiting any amount of time to get £1200 refunded plus have to store a 55" television in the house with three kids.
I'm not massively keen on being without the money or being responsible for the television (and the space it takes up). Or them being awkward about the return being a long time frame after purchase. Anyone know what my rights are in this scenario? They are doing deliveries so I don't see why they won't collect as well.

JJ_Egan

Presume delivery s they are in full control and can clean deliver .

Collections not the same

Prokofiev

JJ_Egan said:

Presume delivery s they are in full control and can clean deliver .

Collections not the same

Yes, I suppose that's right. I've also not got all the original packaging as it worked at first. Just seems a bit unfair on me to be out of pocket for an indefinite period. I bought a replacement from the same seller so was hoping that would give some goodwill.

[Deleted User]

Prokofiev said: Just seems a bit unfair on me to be out of pocket for an indefinite period.

Realise that Covid19 is unfair. 

No business is operating normally at the moment and, unfortunately, you'll just have to be patient. Although desirable, a TV is hardly essential and no one  forced you to buy a replacement. 

 You don't truly expect a collection of your item which could easily be contaminated with the virus? 

In addition, giving you a refund without  collection would be far more than "goodwill" 

Prokofiev

Moneyineptitude said:

Prokofiev said: Just seems a bit unfair on me to be out of pocket for an indefinite period.

Realise that Covid19 is unfair. 

No business is operating normally at the moment and, unfortunately, you'll just have to be patient. Although desirable, a TV is hardly essential and no one  forced you to buy a replacement. 

 You don't truly expect a collection of your item which could easily be contaminated with the virus? 

Giving you a refund without  collection would be far more than "goodwill" 

Hang on, a television can't get contaminated with the virus, especially if you don't handle it for a few days which could easily be done. And yes it is not "essential" but I do have three kids to help entertain and a television helps. Whilst the current situation is not ideal, I still have rights as a consumer and if businesses can't process refunds should be they selling?

Plus I bet the company are taking delivery of brand new televisions and other items to their warehouse, how have they any less chance of being infected than my return? One makes them money and one doesn't... Only difference.

So yes I do expect a collection of my television to be honest, can't agree with you there. It's no different to a delivery in terms of risk.

[Deleted User]

Prokofiev said:

Hang on, a television can't get contaminated with the virus,

Would YOU take the chance if you worked for Hughes as a delivery driver or porter? 

 The fact is that the virus can indeed be transmitted by contact with surfaces touched by an infected individual. The firm are therefore taking no chances.  

Regardless, "fair" or not, you can't force a collection and I also doubt any delivery firm would agree to uplift it if you attempted to employ them at your own expense. 

Aylesbury_Duck

You're just going to have to be patient, store it safely and get it collected when the conditions allow. Or post it back yourself. Those are your obligations if you want a refund. 

Prokofiev

Aylesbury_Duck said:

You're just going to have to be patient, store it safely and get it collected when the conditions allow. Or post it back yourself. Those are your obligations if you want a refund. 

That's fine if that's the law, just checking my rights. I don't want to be awkward. Also protecting myself against the company saying I have not returned it within 30 days and then refusing a refund.

Prokofiev

Moneyineptitude said:

Prokofiev said:

Hang on, a television can't get contaminated with the virus,

Would YOU take the chance if you worked for Hughes as a delivery driver or porter? 

 The fact is that the virus can indeed be transmitted by contact with surfaces touched by an infected individual. The firm are therefore taking no chances.  

Regardless, "fair" or not, you can't force a collection and I also doubt any delivery firm would agree to uplift it if you attempted to employ them at your own expense. 

Well their staff are 'taking the chance' as you put it every time they handle an item delivered to their warehouse. Or take delivery of mail from royal mail. 

And as I said, seems to me to be a bit of a grey area for morality (if not legally) to sell high value items that can occasionally be defective and then be unable to accept a return or offer a refund for them.

People seem to have the wrong end of the stick here that I am trying to be unreasonable. I just want to know where I stand legally and pointing out it's a bit unfair. Simply saying covid 19 is unfair doesn't mean companies can do as they please surely, and tough luck to the consumer (and I'm sure my bank balance is lower than theirs).

born_again

Prokofiev said:

Just seems a bit unfair on me to be out of pocket for an indefinite period. I bought a replacement from the same seller so was hoping that would give some goodwill.

So did you not contact them prior to ordering a new TV from them? They might have taken the old one back at that point.

Prokofiev

born_again said:

Prokofiev said:

Just seems a bit unfair on me to be out of pocket for an indefinite period. I bought a replacement from the same seller so was hoping that would give some goodwill.

So did you not contact them prior to ordering a new TV from them? They might have taken the old one back at that point.

They say they won't process a refund until they can collect it (who knows how long) or I post it back at my own expense and risk. So either way I have no television at all or pay for a second and have to just wait it out.