Right to reject after 1 failed repair attempt? UPDATE: retailer saying they can just keep repairing

Sandtree

arthurfowler said:

I also don't understand why they'd want to keep repairing the item anyway. The TV is with them for the third time and considering the cost of transport, as well as the engineers' time to repair a dud TV over and over, it would surely cost them more. 

In most cases they will make the beyond economic repair decision on this issue in isolation, the costs from before are sunk costs and never coming back and they presume that this fix will get it done and it'll never come back again.

This obviously is all before you consider what commercial arrangements there between them and their suppliers on repairs etc. In Currys case however I suspect they take it all on the chin in exchange for significant wholesale price reductions. Unless the panel or the full motherboard needs replacing then the rests of the costs are going to be small when you are dealing with the volumes Currys do. 

arthurfowler

Ok that makes sense. This is their latest:

Under the Consumer Rights Act, you have the right to reject goods confirmed faulty within 30 days of purchase.  Within the first 6 months, if your product has been repaired once already and develops another fault, you may reject the goods for a full refund or exchange.  Between 6 and 12 months, again on the second occasion of a fault, the goods can be rejected, however a deduction can be made from any refund made.  While you are not entitled to a full refund, our company policy is still to offer an exchange up to the same purchase price within the first 12 months. 

After the first 12 month period, the retailer can choose the most cost-effective resolution for a faulty product.  The resolution that we will provide for a product after 12 months are either a repair or depreciated credit.
...
I have escalated this matter with our Technical Team and our Out Of Warranty Team to confirm if the repair indeed cannot be repaired.

They are just not budging on this. I have also spoken to Citizen's Advice, just for further clarification and they indeed said I should write a letter with the laws quoted etc. 

I will see what they say with their latest response before I go further. 

arthurfowler

Further update after repeating CRA:

"I am only able to advise as we usually would in this situation.  However, I have logged your comments under your complaints case and I can assure you that this will be investigated.  The necessary changes will made, and any appropriate training reviewed, in order to improve the service that we provide our customers moving forward.

...

On this occasion, it does appear that our Repairs Team are unable to repair your product.  Once I have received confirmation that this is the case, I will arrange the payment for you to resolve the matter.  I will let you know when I have received a response on this. "

They are still saying the same thing, but in a slightly different way. No confirmation that they will refund, but depending on the response from the repair team. However hopefully, I will get confirmation of the refund at long last.