Appliance direct TV return damaged

mrchimps

Hello, hoping someone can offer some advice.

I had a 58" tv from appliances direct December last year. Over the weekend before last the tv started getting lines through the screen and this got worse to the point of a 75% coverage of white pixels making it unwatchable.

I spoke to appliances direct who raised an issue and asked me to package the tv up and return it.

Last Wednesday a company called to collect the tv. The guy even commented how well it was packaged and said 'most people just chuck them in a box'

Today I check in with them and was told it was damaged in transit to them and they are sending it back to me as "Unfortunately, we have to return the TV back to you as we will not be able to repair this anymore due to we received the TV damaged due to a lack of packaging as the TV got damaged during in transit."

So basically i'm getting a broken TV Back and am out of pocket for £350.

I paid using paypal - so im not sure there is any comeback with them.

Do I have any options?

MattMattMattUK

mrchimps said:

Hello, hoping someone can offer some advice.

I had a 58" tv from appliances direct December last year. Over the weekend before last the tv started getting lines through the screen and this got worse to the point of a 75% coverage of white pixels making it unwatchable.

I spoke to appliances direct who raised an issue and asked me to package the tv up and return it.

Last Wednesday a company called to collect the tv. The guy even commented how well it was packaged and said 'most people just chuck them in a box'

Today I check in with them and was told it was damaged in transit to them and they are sending it back to me as "Unfortunately, we have to return the TV back to you as we will not be able to repair this anymore due to we received the TV damaged due to a lack of packaging as the TV got damaged during in transit."

So basically i'm getting a broken TV Back and am out of pocket for £350.

I paid using paypal - so im not sure there is any comeback with them.

Do I have any options?

Did you take any pictures of how you had packaged it up? If it was adequately packaged (eg. original retail packaging, TV transport box etc.) then I would be tempted to argue with them and raise a formal compliant.

mrchimps

I don't unfortunately - the people who collected it though did take photographs of it.

Alderbank

You said, 'I spoke to appliances direct who raised an issue and asked me to package the tv up and return it.'

Did you arrange and pay for the return yourself, possibly using a courier suggested by AD, or did they arrange and pay for return carriage?

The difference is important.

mrchimps

They arranged courier.

They have sent me photographs showing no damage to the packing but a ding in the corner of the screen showing it completely damaged. Basically blaming me for not packing correctly.

mrchimps

Does anyone have a better knowledge of rights regarding this?

Spent all day searching but found nothing regarding faulty item damaged in return.

HillStreetBlues

mrchimps said:

They arranged courier.

They have sent me photographs showing no damage to the packing but a ding in the corner of the screen showing it completely damaged. Basically blaming me for not packing correctly.

Can you upload the photos, with any personal info removed.

mrchimps

Here you go. I didn't have the original packing so I used sheets of polystyrene an inch thick to pack it, then warapped it in cardboard.

HillStreetBlues

Packing looks fine to me,  AD needs to claim off their courier.
That is unless AD gave you full instructions on how to pack and you ignored them.

I would be opening a  PP claim, if that fails  then small claims court.

mrchimps

AD gave no instructions on how to pack return.

Tried PayPal they said as purchase is over 180 days they cant help.

HillStreetBlues

I would be going back to AD saying that  it was well packed. Any issues about packing should have been pointed out by their courier. If fact  the courier stated how well packed it was.
As you supplied the courier  then their actions fall on you.
For that reason, unless I get a undamaged repaired TV  or a refund, I will have no option that to raise a claim will the small claims court.
If you refused then I will supply a letter before action to give you a final chance  to correct your mistake.