Faulty LG Smart TV Under 3 Yes Old

smithyuk

Hoping the collective hive mind on here can help. I bought an LG Smart TV from Very under three years ago and the picture has gone although sound can be heard. I phoned up Very well said that it was out of warranty and there was nothing they could do. I have since sent them a formal letter based on the CAB template referencing the Consumer Rights Act 2015. Very have replied:

Dear ########,

You have recently been in contact with us regarding your item.

Please be advised that this item cannot be returned as it is outside of the first year manufacturing warranty

Therefore,You would need to obtain an independent report.

This is when you get a qualified engineer from a VAT registered company to inspect the item and compile a letter headed report.

The report will need to state what the fault is,cause of the fault,and whether or not it is a manufacturing fault.

The report must state if the item can be repaired or not and what the cost of repair would be and also contain clear company contact details.

We will cover the cost of the report up to £45 if a manufacturing fault has been found.

If a refund or return is authorized, after we have received the report, then we will need to charge you 20% usage fee of the item as you have had the item for more one year.

0 - 12 Months = Warranty Period

13 - 24 Months = 20% Usage Charge

25 - 36 Months = 40% Usage Charge

37 - 48 Months = 60% Usage Charge

49 - 60 Months  = 80% Usage Charge

61 - 72 Months = 100% Usage Charge (No Refund Applicable)

It's impossible to get the TV inspected during lockdown so not sure how to proceed. Any advice would be gratefully received.

Spank

Is it impossible? How many people have you tried? 

smithyuk

Three that are in my immediate area. I'm assuming travelling out of the area during lockdown is not allowed.

Aylesbury_Duck

Without the report, you can't proceed.  It's as simple as that I'm afraid.  If there isn't a local technician you'll have to wait until restrictions ease and you (or they) can travel for the inspection.

visidigi

Its not impossible. Had a TV repaired by John Lewis a few weeks back from the contracted repairer - they said they were sorry they were late, the previous customer hadn't got a TV for inspection unplugged when they turned up.... Think its just a case of finding the right company.

Very are right to ask you for this process to be followed - and the proposed deductions don't seem too unreasonable.

unholyangel

It doesn't have to be from a vat registered company and nor does it need to state all that other guff about how much it will cost to repair. The ONLY thing the report needs to state for very to be liable for the cost (of the report) is that the goods have failed in a way that is inherent. Nor can they limit their liability for the cost of the report to £45. If they want to dispute the cost of any report you did obtain, they'd need to show that you failed to mitigate your losses/unreasonably caused them to increase. 

Would that perhaps give you more traders to choose from, when looking for a business to do the report? 

Gavin83

Some good advice in here so far. As pointed out covid doesn't grant you extra consumer rights, you'll need that report regardless of the external circumstances. unholyangels post is good too, they can't limit their report refund amount.