58 day old TV bought from Currys went Ping!

Undervalued

legrandefromage said:

OK, some very helpful answers and clearly some who don't want to help at all

The TV is a 65 inch OLED costing just shy of £2k and was a treat, something saved up for

It still seems that something is not right that only a repair is being offered 

I understand your frustration but those points are completely irrelevant as far as the legal position is concerned.

Some retailers offer far better service that the legal minimum, that is their choice. Too late now but it is maybe an important consideration when deciding where to buy an expensive item.

Aylesbury_Duck

GrubbyGirl_2 said:

When will people learn that you get much further when you're nice

You'd hope that Disney films would have got that message across, but perhaps the TV went "ping" before OP saw any of them?

macman

legrandefromage said:

OK, some very helpful answers and clearly some who don't want to help at all

The TV is a 65 inch OLED costing just shy of £2k and was a treat, something saved up for

It still seems that something is not right that only a repair is being offered 

Al the responses have been helpful: It's just that some are telling you what you apparently do not want to hear. CRA 2015 says that after 30 days you cannot do a straight rejection and must give the retailer the opportunity to repair it. 2 weeks is not unreasonable.
Why purchase such a big ticket item from a company like DSG that has such a poor reputation for CS and then complain about it? if you had gone to either JS or RS, they would have price matched and given you a full 5/6 years warranty.

born_again

macman said:

legrandefromage said:

OK, some very helpful answers and clearly some who don't want to help at all

The TV is a 65 inch OLED costing just shy of £2k and was a treat, something saved up for

It still seems that something is not right that only a repair is being offered 

Al the responses have been helpful: It's just that some are telling you what you apparently do not want to hear. CRA 2015 says that after 30 days you cannot do a straight rejection and must give the retailer the opportunity to repair it. 2 weeks is not unreasonable.
Why purchase such a big ticket item from a company like DSG that has such a poor reputation for CS and then complain about it? if you had gone to either JS or RS, they would have price matched and given you a full 5/6 years warranty.

Which still would not have got the OP what they wanted. A replacement TV, there & then 🤷‍♀️

legrandefromage

Soooo... a follow up:

on many forums, people come and go leaving no resolution to their woes which can be very frustrating for those trying to help or to seek an answer themselves when part X fails and brand Z dont want to know

Currys was scripted frustration with barely any movement whatsoever, hoops and jumps just to get somebody out, let alone a replacement. If it had been a kettle, I could have nipped in, dropped it off at one desk and picked a replacement up from another. Not with a large screen TV

Now, this model of display was and still is out of stock with other retailers and to say that I would get a replacement was a fib on Currys part as they did not have one in stock either.

So, I googled the fault and up popped Sony's customer service number, a London code but based abroad.

They gave me a case number and after a few emails they said that a replacement TV would be sent out as soon as the next manufacturing run had been delivered. They apologised that it couldnt be sooner but a direct replacement simply didnt exist.

Roll on a week or so and a new telly has been installed by the nice people from Sony's service centre.

What do I take from this experience?

well, I wouldnt recommend this forum. Simple as that.

Sarcastic answers, picking on the newbie because they're acting entitled and some sort of weird one-upmanship to try and get the put downs in asap.

And those that did bother to answer with something reasonable were then drowned out by the ensuing melee

The answers given were as flat as the personalities behind them, no imagination, nothing constructive - 'I've typed my bit and am gonna sit on my hands and thats that'

Initially not one person suggested contacting the manufacturer directly, nothing beyond  the Consumer Rights act, no case examples, not even ''when I bought product X and it went wrong, Brand Z were really helpful...'' or any examples of what to do and what not to do

So, from experience, if your newly purchased item goes 'poop', dont come on this form to look for advice, google it, contact the manufacturer directly and see what happens.

born_again

TBH. The usual reply if anyone mentions go to manufacture is.

"Well I bought it from here" It is their problem under the CRA, which it is 👍

https://forums.moneysavingexpert.com/discussion/6511801/john-lewis-complaints-getting-nowhere#latest

The above is just a point about this. Retailer say's contact manufacture. Customer kicks off, despite being the fastest way to deal in many cases.

Glad you got it sorted. As you have found, there is no one size fit's all answer in these cases.

eskbanker

born_again said:

As you have found, there is no one size fit's all answer in these cases.

Sort of - there is a one size fits all answer and that is that a purchaser's legal consumer rights are with the retailer rather than the manufacturer.  The fact that in this case OP was able to secure a gesture from the manufacturer doesn't actually negate that fundamental principle....

sheramber

Did the TV not have a manufacturer's  guarantee?  That wouls have been my forst port of call and is probably what Sony are replacing the tv under.

Postik

sheramber said:

Did the TV not have a manufacturer's  guarantee?  That wouls have been my forst port of call and is probably what Sony are replacing the tv under.

In my case I had a Hisense TV and I contacted Curry's who said they wanted to repair it.  So I contacted Hisense and they said the same.  In the end the TV went in for repair for an intermittent fault and came back not working at all.  At that point Curry's refunded me.  So I would always contacted the retailer first, and if I didn't like what they proposed I would try it on with the manufacturer, but there's no guarantee.

I have to say that I despise buying stuff from Curry's in-store because they make it as difficult as possible to make returns.  You could take a faulty £10 kettle back and they will plug it in and try and argue the toss that it works.  HOWEVER, online has been a completely different experience and they do seem to be on par, or dare I say slightly better, than some of the other retailers now.

sheramber

Postik said:

sheramber said:

Did the TV not have a manufacturer's  guarantee?  That wouls have been my forst port of call and is probably what Sony are replacing the tv under.

In my case I had a Hisense TV and I contacted Curry's who said they wanted to repair it.  So I contacted Hisense and they said the same.  In the end the TV went in for repair for an intermittent fault and came back not working at all.  At that point Curry's refunded me.  So I would always contacted the retailer first, and if I didn't like what they proposed I would try it on with the manufacturer, but there's no guarantee.

I have to say that I despise buying stuff from Curry's in-store because they make it as difficult as possible to make returns.  You could take a faulty £10 kettle back and they will plug it in and try and argue the toss that it works.  HOWEVER, online has been a completely different experience and they do seem to be on par, or dare I say slightly better, than some of the other retailers now.

My point was that using the guarantee would have got him his replacement TV sooner by going to Sony first.