Faulty TV

natalie1412

Hi all,

looking for some advice regarding a faulty TV I have. I contacted the manufacturer, Toshiba within the warranty period and they advised me to do a factory reset of the TV in the first instance. I’d done this before and it failed but they said I had to try it. The issue came back shortly after (it’s an intermittent issue) and by that point, the warranty expired.

They have since sent me a software update for the TV which also hasn’t worked. They are now saying they can’t help because it’s out of warranty. Where do I stand? I have evidence I contacted them before the warranty expired.

The TV has multiple issues, the picture won’t show but sound will play, the sound of free-view TV plays over the Netflix application, it freezes and won’t change channel and also mutes and un mutes itself randomly.

Manxman_in_exile

Who did you buy it from, and are they a UK company? 

If not from Toshiba, did you contact them because the seller told you to do so?  (Any statutory consumer rights you have are against the seller - not the manufacturer).

What date did you buy it?

Did you buy it in a store or "at a distance"?  (eg on-line, by telephone, mail order etc)

How long after buying the TV did the fault manifest itself?  (eg within 6 months of purchase or later)

How did you fund the purchase?  (eg cash, bank transfer, cheque, debit card, credit card, PayPal, Klarna etc)

The more detail the better

zoob

What's the timeline between reporting fault first time and last time you contacted them? 

natalie1412

Manxman_in_exile said:

Who did you buy it from, and are they a UK company? 

If not from Toshiba, did you contact them because the seller told you to do so?  (Any statutory consumer rights you have are against the seller - not the manufacturer).

What date did you buy it?

Did you buy it in a store or "at a distance"?  (eg on-line, by telephone, mail order etc)

How long after buying the TV did the fault manifest itself?  (eg within 6 months of purchase or later)

How did you fund the purchase?  (eg cash, bank transfer, cheque, debit card, credit card, PayPal, Klarna etc)

The more detail the better

The seller is AO- every time I’ve had a fault with one of their products (which seems to be a lot) they redirect me to the manufacturer so I have gone direct in this case.

it was purchased in August 2020 online via AO, I can’t remember specially when the faults occurred but I don’t have the evidence to prove if it was within 6 months.

I believe it was paid for via credit card, I have a charge to AO around that time. 

Hope that’s enough detail!

natalie1412

zoob said:

What's the timeline between reporting fault first time and last time you contacted them? 

I first contacted them in August 2021, I have contacted them 3 times within this period, the last time being today 

mobileron

So 12 months warranty only i guess?

JJ_Egan

Warranty  subject to any terms and conditions .

The law your Consumer Rights are against the vendor AO , not subject to a 12 month limit .

mobileron

Yes i know that,was asking how long AO warranty was.

JJ_Egan

AO  are not the warranty supplier , thats Toshiba .

mobileron

Whats that got to do with how longs the warranty.
So how long is he warranty with Toshiba,it will vary with different retailers.

natalie1412

The warranty is a 12 month period, I contacted Toshiba within that period and their steps to resolve the issue haven’t worked. They are now saying despite me contacting them within the warranty period, they cannot help me because it’s now passed. 

Surely there should be some onus on them because the fault was reported within the warranty?