Marks Electrical - Customer Service is non-existent (read thead) 5 week old faulty TV won't replace?

designerwarrington

Please do not purchase from this company - I bought a TCL TV 5 weeks ago that is faulty and they simply don't want to know. See thread below 

(Marks Electrical)

Apr 22, 2025, 17:28 GMT+1

Hello,

As it has been over 30 days, I kindly advise you to reach out to the manufacture directly for further assistance.

Thank you for your understanding.

Paul

Apr 22, 2025, 17:22 GMT+1

This is not good enough, I bought the TV from you, I ve had the TV for 5 weeks it's broke and I want a replacement

(Marks Electrical)

Apr 22, 2025, 17:17 GMT+1

Hello,

You will need to contact the manufacturer for further assistance.

Thank you for your understanding.

Paul

Apr 22, 2025, 16:35 GMT+1

Hi I don't trust the TV, I either want a replacement or a full refund

Apr 22, 2025, 16:09 GMT+1

Dear Paul

Thank you for your email and I am sorry your item has developed a fault.

As you have had the item for over 30 days but less than 6 months, under the Consumer Rights Act 2015 then we have the one opportunity to either repair or replace the item and this is at our discretion, as you are covered by the manufacturers warranty then we would opt for a repair on the item, if this is possible.

The quickest way to arrange this is by contacting the manufacturer directly, in this case TCL by calling them on 020 3795 3308

Once again we are very sorry for any inconvenience caused and we hope this is resolved as soon as possible for you.

Kind Regards,

Customer Service Advisor

Paul

Apr 22, 2025, 15:01 GMT+1

Still not had a reply?

Paul

Apr 20, 2025, 11:55 GMT+1

Hi

I Purchased a TCL TV 1 month ago - ref; model: 50C655K and serial code: T2437003508 (via Mark Electrical order SO-137571 / CIN-130166) - I am very disappointed we've only had the TV for 1 month and it appears faulty and broken - under the warranty we require a new replacement TV -

The screen started to appear pink in places last night with noise crackles and distortion - I read up online and it appears to be the HDMI cable un-seated. The problem is I don't use HDMI cables - the TV is connected to 350mb broadband connection Plus Net and via Freeview Analogue TV aerial with gold connections on wire cable. This has not happened before - however I tried to fix the problem still occurred when I replugged the analogue TV aerial and also rescanned the channels for digital and analogue. I also clicked on the iPlayer BBC channel to watch via the internet and pink noise was still present and it was evident on watching a digital film via internet on Amazon Prime?

This rules out the faulty signal issue from the aerial on the roof. Also, on Amazon Prime the colours started to distort at the top of the menu screens by changing the colours of pictures (the scrolling banner for films became pink and weird orange colours) I can send pictures and want a replacement TV set sending out for replacement - otherwise I will report to Trading Standards and seek legal advice.

Kind regards

Paul

REF; Complaint 20/4/25 - also sent to TCL customer service I registered the warranty - but had no reply

retiredbanker1

How did you pay?
Credit card - use S75 or if Debit card chargeback.

littleboo

Post on the Consumer Rights board for more expert opinions, but I think that the retailer is probably correct, but I'm no expert.

chrisw

You are over reacting. Regardless of the legal position and that the retailer is ultimately responsible, do as suggested and contact the manufacturer who will either repair it or give a replacement. A repaired tv is not necessarily worse than a new one but it's likely they'll just replace it anyway. If you get no joy here, then you can start kicking off.