faulty tv

the_lunatic_is_in_my_head

ArbitraryRandom said:

should you pay and they refund you the cost, or should the TV engineer invoice them directly?

It's the trader's obligation to provide a remedy so Very should deal with the process of repair, which includes both arranging it and paying for it directly  

ArbitraryRandom

the_lunatic_is_in_my_head said:

ArbitraryRandom said:

should you pay and they refund you the cost, or should the TV engineer invoice them directly?

It's the trader's obligation to provide a remedy so Very should deal with the process of repair, which includes both arranging it and paying for it directly  

They should - but the customer can agree/offer to get it repaired and it might be worth it to get it done faster and with confidence it's a good repair (and if I was the OP I'd want to try to make sure the person who did the report got the work). 

But, at the moment the situation and Very's understanding/acceptance of their responsibilities is a little ambiguous, so the main point would be to prompt a response where they accept their responsibilities and confirm that they are choosing repair even though it costs more than the purchase price... or refuse in writing, at which point the OP can quote the regs and be quite firm with them. 

the_lunatic_is_in_my_head

ArbitraryRandom said:

the_lunatic_is_in_my_head said:

ArbitraryRandom said:

should you pay and they refund you the cost, or should the TV engineer invoice them directly?

It's the trader's obligation to provide a remedy so Very should deal with the process of repair, which includes both arranging it and paying for it directly  

They should - but the customer can agree/offer to get it repaired and it might be worth it to get it done faster (and if I was the OP I'd want to try to make sure the person who did the report got the work). 

The issue is that if after 1 repair attempt the goods still do not conform to the contract the consumer may exercise the final right to reject, were a consumer to arrange their own repair this makes this matter somewhat messy, the retailer could for example attempt to claim it is their choice of repair agent that was to blame rather than the lack of conformity. 

Far better to leave the trader to sort it out, should they fail to do so (within a reasonable and without significant inconvenience) then the consumer would have the final right to reject to fall back on. 

snagglepuss16

the_lunatic_is_in_my_head said:

Thanks for the update OP.

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

no, as the repair costs too much, more than half original price, they have told me they wont do anything, and the refund part is the repair amount(up to half original cost so approx £800) minus the percentage for usage, im not entitled to that either apparently, as in their words, it is repairable! i told them anything is repairable if you pay enough

snagglepuss16

sorry just for all to clarify, i was rather upset when i made the update post, very are refusing to do anything.
the cost of repair is too high for them, so a repair is refused, a refund will only be authorised if the tv is broken beyond repair, as my report says it is repairable albeit more than original tv cost i am not entitled to this either apparently

the_lunatic_is_in_my_head

Thanks for clarifying OP   I'd advise to go back to Very and state that "as the goods do not conform to the contract and they are refusing to provide a remedy of a repair or replacement you are now exercising your final right to reject".

Did you pay on credit and if so did you raise an official complaint yet?

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

snagglepuss16

the_lunatic_is_in_my_head said:

Thanks for clarifying OP   I'd advise to go back to Very and state that "as the goods do not conform to the contract and they are refusing to provide a remedy of a repair or replacement you are now exercising your final right to reject".

Did you pay on credit and if so did you raise an official complaint yet?

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

its really hard to talk to them, the advisor wouldnt listen, just kept repeating over and over the same thing, 
i havent complained yet, as i have been waiting on the outcome, but i am ready to go now

the_lunatic_is_in_my_head

snagglepuss16 said:

the_lunatic_is_in_my_head said:

Thanks for clarifying OP   I'd advise to go back to Very and state that "as the goods do not conform to the contract and they are refusing to provide a remedy of a repair or replacement you are now exercising your final right to reject".

Did you pay on credit and if so did you raise an official complaint yet?

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

its really hard to talk to them, the advisor wouldnt listen, just kept repeating over and over the same thing, 
i havent complained yet, as i have been waiting on the outcome, but i am ready to go now

Great  

If you raise the complaint and they don't resolve it you can escalate it to the ombudsman, Very are more likely to offer a resolve if you paid on credit and have an official complaint on the go. 

Whist they might be correct they don't have to repair if it's too expensive that doesn't mean they can wash their hands of the matter, they should offer a refund instead.

That refund can be reduced to account for usage (typically time owned vs lifespan for something that would be used consistently like a TV) , their first offer is likely to be low, always worth haggling, especially if you can find something to support the lifespan of your TV.

snagglepuss16

the_lunatic_is_in_my_head said:

snagglepuss16 said:

the_lunatic_is_in_my_head said:

Thanks for clarifying OP   I'd advise to go back to Very and state that "as the goods do not conform to the contract and they are refusing to provide a remedy of a repair or replacement you are now exercising your final right to reject".

Did you pay on credit and if so did you raise an official complaint yet?

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

its really hard to talk to them, the advisor wouldnt listen, just kept repeating over and over the same thing, 
i havent complained yet, as i have been waiting on the outcome, but i am ready to go now

Great  

If you raise the complaint and they don't resolve it you can escalate it to the ombudsman, Very are more likely to offer a resolve if you paid on credit and have an official complaint on the go. 

Whist they might be correct they don't have to repair if it's too expensive that doesn't mean they can wash their hands of the matter, they should offer a refund instead.

That refund can be reduced to account for usage (typically time owned vs lifespan for something that would be used consistently like a TV) , their first offer is likely to be low, always worth haggling, especially if you can find something to support the lifespan of your TV.

yes thats what i tried to say, surely a refund seeing as its not worth fixing, they didnt have a clue, can i ask what difference paying on credit makes please( i did but was paid off straight away next month)

the_lunatic_is_in_my_head

snagglepuss16 said:

the_lunatic_is_in_my_head said:

Great  

If you raise the complaint and they don't resolve it you can escalate it to the ombudsman, Very are more likely to offer a resolve if you paid on credit and have an official complaint on the go. 

Whist they might be correct they don't have to repair if it's too expensive that doesn't mean they can wash their hands of the matter, they should offer a refund instead.

That refund can be reduced to account for usage (typically time owned vs lifespan for something that would be used consistently like a TV) , their first offer is likely to be low, always worth haggling, especially if you can find something to support the lifespan of your TV.

yes thats what i tried to say, surely a refund seeing as its not worth fixing, they didnt have a clue, can i ask what difference paying on credit makes please( i did but was paid off straight away next month)

Paying on credit makes the credit provider equally liable, in this case I assume they are (pretty much) the same company but the credit market is regulated so there is an ombudsman to adjudicate disputes which means the complaints should be handled more fairly as the credit provider doesn't want the cost of a complaint going to the ombudsman who might well rule against them anyway. 

Here the Consumer Rights Act is clear, they simply have no ground to refuse to do anything after accepting the goods have a manufacturing "fault".