58 day old TV bought from Currys went Ping!

RefluentBeans

legrandefromage said:

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.

With due respect, your first posts were adamant you thought it was ‘wrong’ that the retailer shouldn’t have to refund you. You were informed your legal rights were through the consumer rights act was that you should have a functioning product, and that the retailer does have the choice in how they go about that (repair or replacement). 

It now seems you are happy with a replacement. I’m glad. The issue will be now that this isn’t the TV purchased from Currys. This is fine, assuming nothing goes wrong in the future. Sony have no obligation to help you (outside of a warranty agreement that is often less comprehensive than your legal rights). So, if you have to take it back to the retailer the serial numbers no longer match to what you purchased, and on top of that, in Currys eyes, they haven’t had a chance to fix your first problem so you will (likely) be unable to exercise your final right to reject to get a full refund. 

I’m sorry you feel the board was patronising. But unfortunately some new members come to a board like this and except the words ‘consumer rights act’ to act like a magic spell and bring retailers to their knees. In reality, the rights in the act are just that. They are often more basic than people may think, but it’s important people know how to effectively use them, and being realistic. 

FWIW, I don’t think the people saying you should’ve gone to other retailers is particularly helpful. Currys, however, has an extremely poor reputation for offloading their consumer rights commitments to manufacturers, or just plainly being obstinate.