faulty tv

ArbitraryRandom

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

I'm not clear if you are or not, but would suggest don't phone them - they emailed you the information about the letter you needed to prove damage and you emailed them the report, so stick to email where they can't ignore what you're saying.

Building on what the lunatic has said, I'd write something just a little bit longer like:

To summarise my understanding of the current situation:
- I received the television I purchased form you on x date;
- I reported a fault with that television on x date;
- I have secured a report which proves the fault with the television was inherent;
- You have accepted this report advised it is not economical for you to repair the television;
- You have further advised you are not willing to replace the television.  

As the television had an inherent manufacturing fault, it does not conform to the contract as defined in the Consumer Rights Act 2015. As you have refused a refund or replacement, I am exercising my final right to reject under Sections 20 and 24 of the Act.

Please note, you are not permitted to make any deduction for the use of the goods after I first reported the fault to you on X date (CRA Section 22 part 6), giving a reduction of 20%*. I am entitled to receive this refund within 14 days of rejecting the goods (CRA Section 20 part 15). 

Please confirm your acceptance of the above and advise when you would intend to collect the television. 



*I think

the_lunatic_is_in_my_head

ArbitraryRandom 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

I'm not clear if you are or not, but would suggest don't phone them 

The complaints letter offers for customer to write an old fashioned letter or call their freephone number and if they are unable to resolve the matter within 1 business day they make all further contact by email (presumable so both sides have a record)  

I think Very as a company know what is due, OP has just ended up being stuck with CS either pushing policy or incorrect info rather than getting through to someone who knows Very's obligations, hopefully the "Customer Excellence team" who deal with the finance complaints will sort this sooner rather than latter.

ArbitraryRandom

the_lunatic_is_in_my_head said:

ArbitraryRandom 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

I'm not clear if you are or not, but would suggest don't phone them 

The complaints letter offers for customer to write an old fashioned letter or call their freephone number and if they are unable to resolve the matter within 1 business day they make all further contact by email (presumable so both sides have a record)  

I just prefer email from the outset if there is one - letters are slow and you have no record of what you sent, and phoning can be stressful/require you to think and remember things on the spot. 

A simple email setting out all the details to date and articulating the relevant rights (which I agree Very should know) would make it clear the OP also knows their rights and would be a useful summary to include with the case file should it be needed for the ombudsman down the line. 

OP - worth mentioning perhaps that even if Very resolve the issue today, you can complain and escalate to the ombudsman for 'poor customer service'. Awards tend to be in the £30-60 range, but not nothing  

snagglepuss16

thank you both, it is really most appreciated. 
1st regarding email, they have to email you first so you can respond to them, i have twice contacted them off the original email after i sent the initial report, no response, despite getting a confirmation email as received, i rung to check what was happening and they said they had only received the 1 st email, not the others, so contacting them by email is difficult,
2nd, the call centre number they give you does not give you options to deal with an advisor or complaints, despite what is says, i have contacted them on social media and await a response.
they make is so hard to talk to them, which in this day and age is a major red flag, i can chat on social media to them, but most responses are call them, so it looks like i may have to write to them, total nightmare the whole thing

ArbitraryRandom

If you message their socials asking them to follow you to discuss a problem with your account then I think you can DM them - You can take a screen shot of DMs (or live chats) to submit as evidence to the ombudsman later if needed  

snagglepuss16

Well, today I got an unexpected email, see below. Now its very brief, and I cant reply to email as it says its not monitored. I want to ring and find out the amount owed to me. And also please can i ask for it on cash not an account credit as it if I have worked it out correctly it will be over £1k and my mum doesn't want to get another TV through them. Also I can ask for this to be put in writing as well? Thank you
(Removed by Forum Team)

the_lunatic_is_in_my_head

snagglepuss16 said:

Well, today I got an unexpected email, see below. Now its very brief, and I cant reply to email as it says its not monitored. I want to ring and find out the amount owed to me. And also please can i ask for it on cash not an account credit as it if I have worked it out correctly it will be over £1k and my mum doesn't want to get another TV through them. Also I can ask for this to be put in writing as well? Thank you

Thanks for the update OP, they should refund to the original payment method, if that was a credit account they may be entitled to put it back into a credit account, if that were the case can you withdraw funds from your Very account?

Their mention of a usage fee is correct and puts the lifespan at pretty much 6 years, personally I think TVs should last much longer than that but many disagree, if you felt you wanted to make the effort for more you could haggle for a bit extra although by this point you may feel you just want it done and dusted.

Make sure they add on the cost of the report you had to get on top of the settlement figure  

snagglepuss16

Yes understand the usage fee and happy enough with that. I don't know if I can withdraw the funds but assume something can be done as they have to refund me the report cost somehow as you mentioned. Fingers crossed. If push comes to shove and I cant get money I will make sure we purchase  extended warranty 

ArbitraryRandom

I don't have a very account, but I have had a similar catalogue account in the past - assuming they work the same way - if you bought it on your account then the refund will be credited to the account. If you bought it outright then the refund should go to your method of payment. 

As you can't have a positive balance on a credit account (similar to a credit card), you should either receive automatically or be able to request a payment of the positive balance (i.e. if your account has an outstanding balance, it might be less than the full refund). If you want the full amount (to not pay off the account balance) then I would think that's your right, but you might have to argue with them for it. 

Okell

Alderbank said:

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. 

I'm not sure you are right....?

Very seem to be clearly saying that if repair costs less than half the "value" (not defined) of the TV they will pay for a repair - otherwise they will refund 80% of the original purchase price.

It's not immediately obvious to me that Very are "teasing" the OP?  What is wrong with what they are saying?

If you are implying that Very are "teasing" by suggesting to the OP that a TV should only last 6 years, then it would be of more assistance to the OP if you said so clearly rather than implying something that can be misconstrued.