faulty tv

Okell

Sorry, I've only come to this thread late but I'm afraid I must be missing something that should be staring me in the face as I'm not sure what Very have done wrong here - apart from being difficult to deal with on the 'phone - but isn't everybody?

I think the OP completely misunderstood* what Very had told him and which he had transcribed into the first post on 13 November.

Rather than saying that they would neither repair nor refund, Very clearly said that if the OP provided an independent report stating that the fault was probably a manufacturing defect, then they would either repair or refund, depending on the respective costs of both options.

I see nothing wrong in law with that approach.

Yeah - you could quibble about the precise wording (eg report must be VAT registered and OP can't return as outsde manufacturer's warranty) and about their estimate of a TV's lifetime - but essentially waht they said was perfectly OK.

If the OP gets an 80% refund I think that's a pretty good result.


*I hate to say this but I wonder if English is not the OP's native language and they might have not understood Very's - admittedly - poorly phrased response?

I'm not criticising the OP.  I am astounded every day by the ignorance native speakers have of how the English language should be spoken and written in order to communicate clearly...

the_lunatic_is_in_my_head

Okell said:

Sorry, I've only come to this thread late but I'm afraid I must be missing something that should be staring me in the face as I'm not sure what Very have done wrong here 

When they asked OP to get the "report" that of course was correct but once OP had the report they were told a repair was too expensive and that would be the end of it.

I agree there's a been misunderstanding but would put that down to Very customer service not resolving the matter once the "report" was passed over.

Had Very said "Thank you for the report, unfortunately it's too expensive to repair the TV but we shall of course collect the TV and issue a refund with a small deduction for use" the position would have been clear and correct and OP no doubt would have been happy. 

I would guess Very CS were either following a policy of get the customer to go away or the person they spoke too just wasn't well trained with what to do with customers who actually get a "report" as I would hazard a guess sadly most people give up when the retailer asks for a "report"  

snagglepuss16 said:

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 

Generally the extended warranties end up being costly, they do offer some piece of mind and perhaps save some trouble with having to get things inspected to prove they are faulty but it might be worth looking at John Lewis or Richer Sounds if buying a replacement.

JL offer a 5 year warranty at no extra cost and RS a 6 year and are generally the two places people recommend to buy a TV from  

snagglepuss16

the_lunatic_is_in_my_head said:

Okell said:

Sorry, I've only come to this thread late but I'm afraid I must be missing something that should be staring me in the face as I'm not sure what Very have done wrong here 

When they asked OP to get the "report" that of course was correct but once OP had the report they were told a repair was too expensive and that would be the end of it.

I agree there's a been misunderstanding but would put that down to Very customer service not resolving the matter once the "report" was passed over.

Had Very said "Thank you for the report, unfortunately it's too expensive to repair the TV but we shall of course collect the TV and issue a refund with a small deduction for use" the position would have been clear and correct and OP no doubt would have been happy. 

I would guess Very CS were either following a policy of get the customer to go away or the person they spoke too just wasn't well trained with what to do with customers who actually get a "report" as I would hazard a guess sadly most people give up when the retailer asks for a "report"  

snagglepuss16 said:

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 

Generally the extended warranties end up being costly, they do offer some piece of mind and perhaps save some trouble with having to get things inspected to prove they are faulty but it might be worth looking at John Lewis or Richer Sounds if buying a replacement.

JL offer a 5 year warranty at no extra cost and RS a 6 year and are generally the two places people recommend to buy a TV from  

Yes I actually bought my own one from John Lewis for the warranty reason, we had money off with very at the time, that's why we went with them 🙈 obviously we knew it was a one year warranty but hey who's tv breaks down then lol....lesson learned hard way as always

snagglepuss16

well, merry christmas everyone, i just wanted to update everyone and say a massive than you for all your help, i was refunded the full amount minus the £150 initial discount, very very pleased, thank you for all your support i couldnt have done it without you all, and now i have the knowledge to help others too! simply wonderful

HillStreetBlues

Full refund on what you paid, Heavens to Murgatroyd   congrats