faulty tv

snagglepuss16

hello all, i purchased a tv for my parents through my very account, this was on 3/7/22. by 15/09/23 it had developed a fault, i got in touch with very to check warranty, warranty had ran out, they gave me a support number, but when i rang it they were unable to help as it was for in warranty repairs only. the tv is a 65 inch lg oled, so i got in touch with them, they responded quickly but after a few emails, said there was nothing they could do and i was to go back to very, now i know they wont do anything, what is my next move please? the tv has developed a line down it, no damage, its wall mounted, all troubleshooting steps followed, many thanks

the_lunatic_is_in_my_head

Hello OP

The first step is to clearly advise Very that the TV you purchased does not conform to the contract in terms of durability and you are seeking a remedy of a repair or replacement.

Best to do this via email if you can.

If they refuse to help or say you need to show that the problem is the TV (rather than being accidentally damaged as an example) then you'd need to find a local TV repair place and see if they'll inspect the TV and put something in writing. Ideally you'd want the cause but at the very least it should, on the balance of probability (i.e more rather than less, doesn't have to be 100% proof) state that the problem wasn't caused by user error/misuse. 

You'd then go back to Very with this and again request a remedy (repair or replacement).

If they still refuse to help you'd send a letter before action (templates on Google), if no joy after that you have to look at small claims.

As the TV is over 6 months old you'd be looking at a deduction for use, with a TV this is typically lifespan minus the time you've owned it. 

The lifespan is tricky, if LG make again claims about how long it will last that makes life easier. A 2 second Google says OLED should last 100,000 hours however lifespan varies on other factors and you'd hope to get 10 years out of a decent brand OLED TV. If you can cite a credible source for your calculation all the better  

Just to add if Very accept your claim at any point but refuse to repair/replace and instead offer a refund, their first offer is likely to be low, always worth haggling. 

As an alternative if the TV repair place say they can fix it for a sum you are happy with you can also put that suggestion to Very. If it gets to the point Very are only offering a refund, you are entitled to a price reduction (i.e the cost of repair) and keep to keep the TV rather than a return for a refund, all depends what you what really. 

snagglepuss16

thank you, so far no email address, but i will contact them through messenger and see if they can provide any such details, they are a pain as they seem to do so much over the phone, but that causes more problems as basically they cant point you in the right direction. thank you again

the_lunatic_is_in_my_head

Pleasure  

If you paid on credit with Very their complaints info is at the link below, although it's a phone call to start they say if they can't resolve the matter within 1 business day it will be passed upwards with responses via email.

https://www.very.co.uk/assets/static/very-help-pages/FS2135-SDFC-Complaints-Leaflet-v1.pdf

snagglepuss16

thank you, they responded quickly via messenger with instructions on the details needed for the letter to declare it as faulty, so will get on the case of that tomorrow. just to add it was paid credit yes

PHK

Just to add line down a TV can he either a fault (TAB fault) or accidental damage  

snagglepuss16

well after a time back and forward, ive been told today, no refund will be given as the tv is repairable despite the repair costing more than the original tv, i argued, this means its not economical and should be refunded but i was told, no this was not the case, the repair amount has to be less than half of original cost the percentage for usage subtracted, i will add the report and the info i received in the email thanks

Mrs Foster,

You have recently been in contact with us regarding <LG OLED65C14LB 65" OLED 4K Ultra Black>. 

 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 company contact details. 

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

 We will cover the cost of repair if the repair is economical (half, or less than half of the item value). If the item cannot be repaired or no repair is possible, we will then authorise a return, if the report confirms a manufacturing fault found. 

 If a refund or return is authorised, 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) 

, 

This email and its attachments are confidential to the intended recipient. If this has come to you in error, please notify the sender immediately and delete this email from your system. You must take no action based on this email, nor must you copy or disclose it or any part of its contents to any person or organisation. Please note that email communications may be monitored. The registered office of The Very Group is First Floor, Skyways House, Speke Road, Speke, Liverpool, L70 1AB. Registered in England number 04730752.

Subsidiary companies within The Very Group include:

Shop Direct Finance Company Limited whose registered office is: First Floor, Skyways House, Speke Road, Speke, Liverpool, L70 1AB. Registered in England number 04660974. Shop Direct Finance Company Limited is authorised and regulated by The Financial Conduct Authority.

Shop Direct Home Shopping Limited whose registered office is: First Floor, Skyways House, Speke Road, Speke, Liverpool, L70 1AB. Registered in England number 04663281. Shop Direct Home Shopping Limited is an appointed representative of Shop Direct Finance Company Limited, which is authorised and regulated by the Financial Conduct Authority. Shop Direct Finance Company Limited. Registered number 4660974. Registered office: First Floor, Skyways House, Speke Road, Speke, Liverpool, L70 1AB. Authorised and regulated by the Financial Conduct Authority in respect of arranging insurance products.

the_lunatic_is_in_my_head

Thanks for the update OP.

Just to clarify are Very saying they will repair the TV? 

ArbitraryRandom

If Very are saying it can be repaired, then that seems fine? After the initial period, It's up to the trader to decide if repair or replacement is uneconomical, but the repair is at their cost. 

Here's the law if you need to quote it to them: https://www.legislation.gov.uk/ukpga/2015/15/section/23/enacted 

Alderbank

Very are teasing you.

You need to reply to them and make it clear that you are making a claim under your statutory consumer rights. 

ArbitraryRandom

Hold on, I'm confused... from your post:

"the repair amount has to be less than half of original cost the percentage for usage subtracted"

If the repair cost is more than the price of the TV when new, then it is more 'than half of original cost (with) the percentage for usage subtracted' - so uneconomical, or am I misunderstanding something?

Either way, I'd go back to them and say you'd accept a repair if that's what they want to do - should you pay and they refund you the cost, or should the TV engineer invoice them directly?