Fault on TV bought from Amazon after 4 Years - worth pursuing?

PocketD

Would appreciate anyone that may have had a similar situation or some advice.

I bought a 4K Philips TV from Amazon in 2018 for £550  and over the last month a dark shadow has appeared across the top of the screen and appears to be getting worse as time goes on.  

I asked Amazon via CS chat if they would be able to help with either a repair, replacement or refund, claiming Consumer Rights Act 2015 and that it hasn't lasted a reasonable amount of time.  After being forwarded on to several different CS chat personnel I eventually got an email from their 'Executive Customer Relations' team basically saying I should go to the manufacturer for help as they cannot help as I have had 'satisfactory use of this product for a period of time exceeding both the manufacturer's warranty period and the typical average life of this product'. 

I understand the Consumer Rights Act 2015 doesn't give you a 6 year warranty, however I would still think a £550 TV should last more than 4 years.  

They have said they would reconsider if I provided a report from an 'Approved repairer - one authorised by Philips to carry out repairs on their Audio / Visual Equipment' proving an inherent manufacturing defect.  Unfortunately there is only 1 of these in England, Equinox Maintenance Ltd, which have ghastly reviews on google and are 150 miles away.  

Can anyone say if this is worth pursuing?  Has anyone had any luck in getting a report done for a faulty TV and having success with this type of claim against Amazon?

greyteam1959

Personally I would forget any claim.
Buy a new TV.
Only my opinion of course.

the_lunatic_is_in_my_head

PocketD said:

They have said they would reconsider if I provided a report from an 'Approved repairer - one authorised by Philips to carry out repairs on their Audio / Visual Equipment' proving an inherent manufacturing defect.  Unfortunately there is only 1 of these in England, Equinox Maintenance Ltd, which have ghastly reviews on google and are 150 miles away.  

Any TV repair place will do, Amazon can't insist on specifics.

They should cover the cost of any "report" if it finds in your favour but the refund could be reduced. Based on 6 years you'd be looking at around a £180 refund. A 2 second Google suggests between 4 and 7 years for a TV, which I think is terrible but that seems to be way things are nowadays. 

Anyone else and I'd say send a letter before action but it may place a risk they'll close your account. You could write a nice letter to their UK head office address to see if they'll offer anything without the report (will only cost a stamp) but beyond that after 6 months they can request you show there is an issue (you'd be looking to show what happened and why, ideally at the least that the problem wasn't caused by misuse/user error). 

km1500

You could try a search on ebay for your specific model (used, 4 yrs old) - would give you an idea what your 'loss' is.

screech_78

Honestly, I don’t think it’s worth it but up to you. You will need a report that states it’s failed due to an inherent fault (or on the balance of probabilities). 

If this was to find in your favour, Amazon can then repair, replace or refund. The cost of a repair probably wouldn’t be worth it to them and I highly doubt they would replace it, so you’re then looking at a refund and this would take into account the use you’ve had from it. You’d be lucky to get £100-£150 back and that’s being generous. 

PocketD

I'd be happy if they just organised to have it repaired to be honest.  

Ebay has it listed between £350 and £600 (all refurbished).  Cant imagine they will sell at £600 as I got it for £550 new!

screech_78

PocketD said:

I'd be happy if they just organised to have it repaired to be honest.  

Ebay has it listed between £350 and £600 (all refurbished).  Cant imagine they will sell at £600 as I got it for £550 new!

Problem with this is that it’s the retailers choice and they aren’t going to choose a repair if it’s more expensive than a partial refund. I work in high level complaints for a retailer and pretty much every single CRA claim 3 years plus in TV’s is concluded with a partial refund. Repairs are too expensive.