Halfords faulty Pioneer car stereo

Car1980

I paid £330 on a debit card for a Pioneer touch screen stereo on 21st July 2021 online from Halfords.

It has now developed a serious fault - the screen is just covered in stripes and it's dead (I've tried hard resets, pulling fuses etc.)

I went to Halfords and was given the usual fob-off: "Year 1 it's under warranty from us, year 1-2 you have to talk to Pioneer. After 2 years you're screwed." No point getting into a heated legal argument on the shop floor.

So I'll have to talk to head office.

My arguments under the Consumer Rights Act 2015 for a repair or replacement:

1. A £330 stereo would reasonably be expected to last for 4 or 5 years. It's not a cheap £100 no-name unit from ebay.

(2)The quality of goods is satisfactory if they meet the standard that a reasonable person would consider satisfactory, taking account of—

(b)the price or other consideration for the goods 

2. My contract is with you, Halfords, not Pioneer. 

3. The unit has have an inherent fault that was present since new, allegedly due to Pioneer having to source components from alternative suppliers after Covid. Other owners have experienced the same fault which has required replacement of the unit:

https://www.reddit.com/r/CarAV/comments/13oh0h8/pioneer_sphda160dab_white_screen/

4. Any offer of a warranty is a remedy in the form of a refund during the time period and doesn't overrule Part 9 (2)b and Part 23 Right to Repair or Replacement.


Any thoughts?

MorningcoffeeIV

I would add in the details of whoever confirmed your unit had an inherent fault and include a copy of their report.

It'll give the complaint more credibility and they'll only ask you for it in any case.

400ixl

Have you had it inspected by a professional who can testify that it was an inherent fault, or are you currently relying on that Reddit thread?

If the latter, they are within their rights to insist you get the former at your expense, which if successful you can claim back.

Any refund will also be allowed to take into consideration that you have had use of the product and they can deduct from that. So it it was deemed it should last for 48 months and you have had it for 40 months then they could reasonably offer you 8/48ths of your original £330.

Car1980

Thanks for your help. I know a professional electrical engineer and have spoken to him on the phone. He's going to pop round and inspect it and write me up a report to submit.

Incidentally, he says such a device should last 10 years easily, let alone the 6 years statute.

HillStreetBlues

Car1980 said:

Thanks for your help. I know a professional electrical engineer and have spoken to him on the phone. He's going to pop round and inspect it and write me up a report to submit.

Incidentally, he says such a device should last 10 years easily, let alone the 6 years statute.

Even if that's a friend I would still pay him for the report.

Aylesbury_Duck

HillStreetBlues said:

Car1980 said:

Thanks for your help. I know a professional electrical engineer and have spoken to him on the phone. He's going to pop round and inspect it and write me up a report to submit.

Incidentally, he says such a device should last 10 years easily, let alone the 6 years statute.

Even if that's a friend I would still pay him for the report.

Agreed.  It's supposed to be an independent report, and you're entitled to the cost of it from the retailer if they accept its findings or you win in small claims court.

Car1980

Update: sent a long legal letter to head office and they said to go and talk to the manager of the branch and he'd decide on a repair or replacement.

Technician confirmed it was dead, manager was reluctant to replace due to the 2 year rule they've had drummed into them. Got him to read what I'd sent head office and he reluctantly agreed a "goodwill gesture" replacement.

So all sorted in the end, but only because I stuck to my guns and followed the law.

SiliconChip

Well done for your perseverance. As well as sticking to your guns, the other lesson is to be wary of buying from places (Halfords, Currys, etc.) that have a poor reputation for customer service even if there is a small saving on the purchase price.