Faulty TV kept for repairs for more than a month

burningjane

Hi,

My elderly father bought a LG TV from Argos in June. In November, the screen broke - he contacted Argos who told him to take it up with LG as it was still under warranty. LG sent an engineer round, who ordered a new screen but they then said that the repair had to be done in their workshop. They took his TV and told him it would be back in 2 or 3 days. One month later...... they still have it! They now say it needs two more parts which they are still waiting for, and LG aren't replying to their (repair company) emails.. What is my best course of action to get him a full refund or at the very least, a replacement TV before Christmas ?? I realise that Argos should have dealt with it originally but I think it's a bit late for that since LG now have the TV.. In my opinion, he is also due some compensation because he has been paying for TV licence and BT subscriptions that he can't use. But surely they can't just keep his TV for repair indefinitely - at what point should they offer a refund or replacement? Any advice gratefully received!

Thanks

Jane

powerful_Rogue

burningjane said:

Hi,

My elderly father bought a LG TV from Argos in June. In November, the screen broke - he contacted Argos who told him to take it up with LG as it was still under warranty. LG sent an engineer round, who ordered a new screen but they then said that the repair had to be done in their workshop. They took his TV and told him it would be back in 2 or 3 days. One month later...... they still have it! They now say it needs two more parts which they are still waiting for, and LG aren't replying to their (repair company) emails.. What is my best course of action to get him a full refund or at the very least, a replacement TV before Christmas ?? I realise that Argos should have dealt with it originally but I think it's a bit late for that since LG now have the TV.. In my opinion, he is also due some compensation because he has been paying for TV licence and BT subscriptions that he can't use. But surely they can't just keep his TV for repair indefinitely - at what point should they offer a refund or replacement? Any advice gratefully received!

Thanks

Jane

Argos don't do repairs. The option would have been as has happend, deal with LG, or get argos to deal with LG which would have took longer.

No compensation is due for TV licence/BT subscription.

The repair must be carried out within a reasonable time and without significant inconvenience.

When in November was the TV purchased and when was the fault reported?

SiliconChip

powerful_Rogue said:

burningjane said:

Hi,

My elderly father bought a LG TV from Argos in June. In November, the screen broke - he contacted Argos who told him to take it up with LG as it was still under warranty. LG sent an engineer round, who ordered a new screen but they then said that the repair had to be done in their workshop. They took his TV and told him it would be back in 2 or 3 days. One month later...... they still have it! They now say it needs two more parts which they are still waiting for, and LG aren't replying to their (repair company) emails.. What is my best course of action to get him a full refund or at the very least, a replacement TV before Christmas ?? I realise that Argos should have dealt with it originally but I think it's a bit late for that since LG now have the TV.. In my opinion, he is also due some compensation because he has been paying for TV licence and BT subscriptions that he can't use. But surely they can't just keep his TV for repair indefinitely - at what point should they offer a refund or replacement? Any advice gratefully received!

Thanks

Jane

When in November was the TV purchased and when was the fault reported?

I know why you're asking but I think you've made a mistake, the purchase was in June so if the fault was reported in November (which it must have been if LG have had the TV for a month already) that was less than 6 months from the purchase date.

burningjane

powerful_Rogue said:

Argos don't do repairs. The option would have been as has happend, deal with LG, or get argos to deal with LG which would have took longer.

No compensation is due for TV licence/BT subscription.

The repair must be carried out withing a resonable time and without significant inconvenience.

When in December was the TV purchased and when was the fault reported?

Fair enough, but isn't it Argos who would have to provide the refund as that is who he paid ?
The TV was purchased in June 2021 and the fault was reported to LG on 4th November. I don't think 6 weeks is a reasonable time and is definitely inconvenient!

powerful_Rogue

burningjane said:

powerful_Rogue said:

Argos don't do repairs. The option would have been as has happend, deal with LG, or get argos to deal with LG which would have took longer.

No compensation is due for TV licence/BT subscription.

The repair must be carried out withing a resonable time and without significant inconvenience.

When in December was the TV purchased and when was the fault reported?

Fair enough, but isn't it Argos who would have to provide the refund as that is who he paid ?
The TV was purchased in June 2021 and the fault was reported to LG on 4th November. I don't think 6 weeks is a reasonable time and is definitely inconvenient!

After 30 days he's not entitled to an automatic refund. I'm guessing you mean 16 rather then 6.

Significant inconvience - As in, 4 weeks without a TV might not be, 4 weeks without a fridge would be.

burningjane

powerful_Rogue said:

burningjane said:

powerful_Rogue said:

Argos don't do repairs. The option would have been as has happend, deal with LG, or get argos to deal with LG which would have took longer.

No compensation is due for TV licence/BT subscription.

The repair must be carried out withing a resonable time and without significant inconvenience.

When in December was the TV purchased and when was the fault reported?

Fair enough, but isn't it Argos who would have to provide the refund as that is who he paid ?
The TV was purchased in June 2021 and the fault was reported to LG on 4th November. I don't think 6 weeks is a reasonable time and is definitely inconvenient!

After 30 days he's not entitled to an automatic refund. I'm guessing you mean 16 rather then 6.

Significant inconvience - As in, 4 weeks without a TV might not be, 4 weeks without a fridge would be.

No I mean 6 ... it has been 6 weeks since he reported the fault to LG. How long is "a reasonable time" to carry out the repair?

He is elderly, lives on his own and is vulnerable because of Covid, trust me for him it is a significant inconvenience.

powerful_Rogue

burningjane said:

powerful_Rogue said:

burningjane said:

powerful_Rogue said:

Argos don't do repairs. The option would have been as has happend, deal with LG, or get argos to deal with LG which would have took longer.

No compensation is due for TV licence/BT subscription.

The repair must be carried out withing a resonable time and without significant inconvenience.

When in December was the TV purchased and when was the fault reported?

Fair enough, but isn't it Argos who would have to provide the refund as that is who he paid ?
The TV was purchased in June 2021 and the fault was reported to LG on 4th November. I don't think 6 weeks is a reasonable time and is definitely inconvenient!

After 30 days he's not entitled to an automatic refund. I'm guessing you mean 16 rather then 6.

Significant inconvience - As in, 4 weeks without a TV might not be, 4 weeks without a fridge would be.

No I mean 6 ... it has been 6 weeks since he reported the fault to LG. How long is "a reasonable time" to carry out the repair?

He is elderly, lives on his own and is vulnerable because of Covid, trust me for him it is a significant inconvenience.

No idea i'm afriad, that would be for a court to decide if you took it that far. Have you looked on freecycle/facebook market place for free/very cheap TV to see your dad for the time being?

burningjane

powerful_Rogue said:

No idea i'm afriad, that would be for a court to decide if you took it that far. Have you looked on freecycle/facebook market place for free/very cheap TV to see your dad for the time being?

Yes I'm already sorting him out a replacement but I posted this on a Consumer Rights forum to get some advice on, well, his Consumer Rights

powerful_Rogue

burningjane said:

powerful_Rogue said:

No idea i'm afriad, that would be for a court to decide if you took it that far. Have you looked on freecycle/facebook market place for free/very cheap TV to see your dad for the time being?

Yes I'm already sorting him out a replacement but I posted this on a Consumer Rights forum to get some advice on, well, his Consumer Rights

They are in Post 2

burningjane

Yeah I read Post 2 - no compensation (fair enough) and "The repair must be carried out within a reasonable time and without significant inconvenience" - but no definition of what a reasonable time is or what to do if the repair is taking longer ... lol you lot are funny.

powerful_Rogue

burningjane said:

Yeah I read Post 2 - no compensation (fair enough) and "The repair must be carried out within a reasonable time and without significant inconvenience" - but no definition of what a reasonable time is or what to do if the repair is taking longer ... lol you lot are funny.

That's what the consumer rights state. I personally don't think 4 weeks in unreasonable during this time and with the shortage of some electrical parts. As stated before, it would be for a court to decide. So your options are to wait, or send a Letter before action and start a Small Claims Court case - which is likely to take quite some time.