TV out of warranty - claiming under Consumer Rights Act

Freamon

Hi All,
I purchased a Philips TV in Mar 2017 from Argos's ebay outlet store (i.e. a new TV), and it has recently developed white spots on the screen as seen in the photo below (only one initially, but more have appeared over the past few months!).  This seems to be a common issue with this and other TVs caused by reflector lenses dropping off inside the case meaning that the light from the backlight LEDs is not evenly distributed.  Whatever glue Philips use on these clearly doesn't last well enough as I think it's reasonable to expect the TV not to physically start falling to bits after just over 3 years!  Some people have attempted home repairs of this but it involves more than just taking the back off so I'm not particularly keen to try!

Anyway sadly this is now out of warranty and I approached Argos to claim under CRA2015.  They've advised that they need an engineers report from Philips to state that this is a manufacturing defect before they can do anything, and that once I have this I can take the TV to their store where they can "assist" (they have stopped short of elaborating on how the store might assist!).  However Philips have said they're unwilling to look at the TV as it's out of warranty.  Does anyone have any advice as to how to proceed?

Thanks very much in advance!

ashpan

Hi, in December last year we purchased 3 Wowcher’s for 6 of us for a spa day at a hotel. One of us then became ill so we phoned the hotel who said the voucher would be valid for a year, it expired on wowcher end of March. We were about to rebook in March then Covid Hit so hotel locked down. The deal has now changed to the extent that it’s no longer what we purchased -around 50% less ie half a day at spa,  and wowcher are refusing to refund, offering credits instead which we don’t want 

Aylesbury_Duck

Get it to an independent TV repair person to inspect and provide that report, then you can exercise your consumer rights.  Be aware though that after three years, Argos can elect to repair, replace or refund, and a replacement or refund would be tempered by three years' use.  What's a three-year old TV of that type selling for on eBay, because that's the refund you'd expect.  You'd also get the cost of the inspection refunded.

GS..

It sounds like a simple repair and since it's out of warrantee I would be inclined to have it repaired, so at least you can enjoy it, and then it's just down to the repair bill which you may stand a better chance of claiming back from Phillips. 

Freamon

Aylesbury_Duck said:

Get it to an independent TV repair person to inspect and provide that report, then you can exercise your consumer rights.  Be aware though that after three years, Argos can elect to repair, replace or refund, and a replacement or refund would be tempered by three years' use.  What's a three-year old TV of that type selling for on eBay, because that's the refund you'd expect.  You'd also get the cost of the inspection refunded.

Thanks, that's really helpful!  Sounds like it may not be worthwhile taking the risk of shelling out for an inspection if I'm only going to get back the value of a 2nd hand one anyway.  Sadly Argos have said the report needs to come from Philips although I will ask them if they would accept a report from an independent repairer.

Edit: just looked on eBay to see what these go for and ironically the only one for sale at the moment is one with the same issue being sold for parts! https://www.ebay.co.uk/itm/Philips-49pus6401-12-49-Inch-Ambilight-TV-With-Backlight-Reflector-problem/254719750725?hash=item3b4e7af245:g:-U4AAOSwY0BfTnRn

Aylesbury_Duck

Freamon said:

Aylesbury_Duck said:

Get it to an independent TV repair person to inspect and provide that report, then you can exercise your consumer rights.  Be aware though that after three years, Argos can elect to repair, replace or refund, and a replacement or refund would be tempered by three years' use.  What's a three-year old TV of that type selling for on eBay, because that's the refund you'd expect.  You'd also get the cost of the inspection refunded.

Thanks, that's really helpful!  Sounds like it may not be worthwhile taking the risk of shelling out for an inspection if I'm only going to get back the value of a 2nd hand one anyway.  Sadly Argos have said the report needs to come from Philips although I will ask them if they would accept a report from an independent repairer.

Edit: just looked on eBay to see what these go for and ironically the only one for sale at the moment is one with the same issue being sold for parts! https://www.ebay.co.uk/itm/Philips-49pus6401-12-49-Inch-Ambilight-TV-With-Backlight-Reflector-problem/254719750725?hash=item3b4e7af245:g:-U4AAOSwY0BfTnRn

I don't think they can enforce a particular inspection.  As long as it's carried out by someone independent and deemed qualified (i.e. not an Argos employee or a friend of yours) then it's acceptable.  But you're right, it may be something to just write off.  What was the purchase price?

DoaM

Aylesbury_Duck said:
What was the purchase price?

This is the crux of it ... some battles are worth fighting, others aren't.

Freamon

£429 in Mar 2017.  
The most recent sold working one on eBay I can find sold for £169.
It's frustrating as apart from this issue, which is clearly a common one, it is working nicely!

Freamon

GS.. said:

It sounds like a simple repair and since it's out of warrantee I would be inclined to have it repaired, so at least you can enjoy it, and then it's just down to the repair bill which you may stand a better chance of claiming back from Phillips. 

This is the quote I got from their service partner (equinox):

Call out Fee £156.00

LCD Panel £399.96

Delivery £110.00

Total ex vat £665.96

vat £133.19

Total inc vat £799.15

I imagine an independent repairer could do it for much cheaper than that as it doesn't actually need the LCD panel replacing, just the diffuser lenses gluing back into place...

Ectophile

It's not up to Argos to tell you who is allowed to do the report.  You can use anyone you like, so long as they are expert enough to tell whether the problem is a latent manufacturing defect, or something you have done to the TV.

mobileron

Make sure you go to Richersounds or John Lewis for the replacement and get the 5/6 year FREE Warranty.