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useless warrenty
hx1yamaha
25-04-2011
What is the point in having a 12 month warranty if the manufacturer refuses to honour it ?
A few months ago I purchased a 42 inch Samsung 3-D TV and within about eight weeks the analogue system failed.
We spent an hour discussing the problem with their servicing team who concluded that the analogue system had failed but as we are all going digital in about 18 months’ time we would just have to live with it.
Now being a satellite TV enthusiast I have at least three analogue sources that I would like to have been able to connect to via the aerial input and this has been denied me and I am forced use a mechanical scart box switcher.
I have protested to my MP and the useless trade stands brigade and apart from being told to get in touch with the BBC Watchdog programme the only option I have got is to sue.
If I went down that road I'm sure the set would be taken away for investigations for many months and nothing will be fixed.
And of course even if you win you will end up severely out of pocket.
Anyway, there is no way I will ever buy from that firm ever again.
emptybox
25-04-2011
Is it the manufacturer you got in touch with or the retailer?
It's the retailer who is obliged to sort it out, in the first 12 months at least (for a major item like a TV).

Sometimes the retailer advises you to get in touch with the manufacturer, and sometimes that is sensible.
But afaik the legal 'buck' stops with the retailer for a certain period.
geordielady
25-04-2011
Retailer up to 12 months manufacturer therafter.

An electrical appliance is expected to have a lifespan a lot longer then 12 months so even if the problem comes along after the 12 month warrenty has expired the manufactuer has to address the problem.
There is an article on line that was written by dom littlewood in how to ensure a retailer honours the 12 month warrenty and also what to do if a manufaturer refuses to repair your TV after the 12 month period has expired but the TV has not had a reasonable lifespan..
joe9000
25-04-2011
don't get warranty and guarantee confused...guarantee is for the 1st 12 months...poss longer. Warranty is a waste in my opinion
grahamlthompson
25-04-2011
Originally Posted by geordielady:
“Retailer up to 12 months manufacturer therafter.

..”

Not true you have a potential claim on the retailer, not the manufacturer for up to 6 years.

http://www.which.co.uk/consumer-righ...-of-goods-act/
geordielady
25-04-2011
Originally Posted by grahamlthompson:
“Not true you have a potential claim on the retailer, not the manufacturer for up to 6 years.

http://www.which.co.uk/consumer-righ...-of-goods-act/”

Whatever..., you still have longer then 12 months hence why extended warrenties are pointless and a waste of money.
Lots of people dont know that fact and assume after 12 months they have to pay if something goes wrong and that plays striaght into retailers/manufacturers hands.
But to be fair some retailers dont argue if a electrical item goes wrong even if its after 12 months, tescos are a good example of just one.
Nigel Goodwin
25-04-2011
Originally Posted by geordielady:
“Whatever..., you still have longer then 12 months hence why extended warrenties are pointless and a waste of money.
”

Not at all, extended warranties can be extremely useful and good value. The SOGA act doesn't offer you any warrantry past 12 months, only the legal right to take the retailer to court, where you 'might' be awarded some percentage of any repair costs.

Quote:
“
Lots of people dont know that fact and assume after 12 months they have to pay if something goes wrong and that plays striaght into retailers/manufacturers hands.
”

As always, read the SOGA, which doesn't suggest you don't have to pay after 12 months.

Quote:
“
But to be fair some retailers dont argue if a electrical item goes wrong even if its after 12 months, tescos are a good example of just one.”

Tesco's are an example of a 'bad retailer', the only reason that tend to do that is because they don't meet their requirements under the SOGA - providing neither spares nor service for their own 'brands'.
geordielady
25-04-2011
Originally Posted by Nigel Goodwin:
“Not at all, extended warranties can be extremely useful and good value. The SOGA act doesn't offer you any warrantry past 12 months, only the legal right to take the retailer to court, where you 'might' be awarded some percentage of any repair costs.”

I think we have been down this road before Nigel, and as last time whats written down and what actually happens are 2 different things.
I had no trouble getting my money back on a 2 year old toshiba that developed a fault, my friend had her 3 year old fridge go wrong, repaired FOC.,Extended warrenties are ok for hassle free, but I would not lay out 200 odd quid for a 3 year warrenty on a TV knowing that if it packs up in that time replacement or repair will be done FOC. Maybe a longer wait, maybe a bit more hassle but it will happen.

Think what you want of people like dom litlewood but he knows the score and has advised many people on this matter.

Originally Posted by Nigel Goodwin:
“Tesco's are an example of a 'bad retailer', the only reason that tend to do that is because they don't meet their requirements under the SOGA - providing neither spares nor service for their own 'brands'.”

But for the customer that good news as they often replace items after 12 months with brand new ones or money back which is the result customers want.
Nigel Goodwin
26-04-2011
Originally Posted by geordielady:
“I think we have been down this road before Nigel, and as last time whats written down and what actually happens are 2 different things.
”

It's a question of what 'might' happen, you're advising all and sundry as if it 'will' happen - which isn't the case.

Quote:
“
I had no trouble getting my money back on a 2 year old toshiba that developed a fault, my friend had her 3 year old fridge go wrong, repaired FOC.,Extended warrenties are ok for hassle free, but I would not lay out 200 odd quid for a 3 year warrenty on a TV knowing that if it packs up in that time replacement or repair will be done FOC. Maybe a longer wait, maybe a bit more hassle but it will happen.

Think what you want of people like dom litlewood but he knows the score and has advised many people on this matter.”

I don't think anything of him either way (although his TV shows are sometimes amusing), but he's simply advising people of their legal rights.
bobcar
26-04-2011
Originally Posted by hx1yamaha:
“What is the point in having a 12 month warranty if the manufacturer refuses to honour it ?
A few months ago I purchased a 42 inch Samsung 3-D TV and within about eight weeks the analogue system failed.
We spent an hour discussing the problem with their servicing team who concluded that the analogue system had failed but as we are all going digital in about 18 months’ time we would just have to live with it.”

Forget all the detailed stuff about SOGA etc, the retailer in this case (not the manufacturer) has to repair or replace this TV. Eight weeks is not a sufficient time for a TV to work and their arguments about digital switch over are not valid - the TV does not work as sold.
Nigel Goodwin
26-04-2011
Originally Posted by bobcar:
“Forget all the detailed stuff about SOGA etc, the retailer in this case (not the manufacturer) has to repair or replace this TV. Eight weeks is not a sufficient time for a TV to work and their arguments about digital switch over are not valid - the TV does not work as sold.”

But despite been asked, he's still never replied if he's contacted the retailer or not.
Chris Frost
26-04-2011
Originally Posted by Nigel Goodwin:
“But despite been asked, he's still never replied if he's contacted the retailer or not.”

He hasn't been on since posting the first message, so that explains why no reply...but...

...I find it hard to believe that a manufacturer would refuse to repair this TV and cite the digital switchover as an excuse. Also, I'm equally incredulous that the retailer (or e-tailor) has been let off the hook. Something about this whole situation is very fishy. I suspect we have only half a tale here.
Nigel Goodwin
26-04-2011
Originally Posted by Chris Frost:
“He hasn't been on since posting the first message, so that explains why no reply...but...

...I find it hard to believe that a manufacturer would refuse to repair this TV and cite the digital switchover as an excuse. Also, I'm equally incredulous that the retailer (or e-tailor) has been let off the hook. Something about this whole situation is very fishy. I suspect we have only half a tale here.”

I would agree, we're certainly only hearing one side of the situation, and I suspect we're not been told what really happened?.
geordielady
26-04-2011
Originally Posted by Nigel Goodwin:
“I don't think anything of him either way (although his TV shows are sometimes amusing), but he's simply advising people of their legal rights.”

Thats right and a TV thats goes wrong after 12 months still has to be addressed by the retailer or manufacturer, which is what I am trying to get at here. Many people think once 12 months is up thats it.
Nigel Goodwin
26-04-2011
Originally Posted by geordielady:
“Thats right and a TV thats goes wrong after 12 months still has to be addressed by the retailer or manufacturer, which is what I am trying to get at here. Many people think once 12 months is up thats it.”

Retailer and not the manufacturer, all your legal rights are against the retailer - the retailer in turn has (far less) legal rights against the manufacturer.
geordielady
26-04-2011
Originally Posted by Nigel Goodwin:
“Retailer and not the manufacturer, all your legal rights are against the retailer - the retailer in turn has (far less) legal rights against the manufacturer.”

When my 2 year old toshiba went wrong I went back to the retailer, after that all my communication was with Toshiba including my payment refund whch they sent by cheque.
But I didn't care less who dealt with it as long as the TV was fixed or in my case I was lucky enough to be given a refund.
As my TV was 2 years old they could have repaired it or even given me a replacement and I would have been happy, getting my money back was a bonus as it meant I did not have to have another Toshiba, thankfully
Nigel Goodwin
26-04-2011
Originally Posted by geordielady:
“When my 2 year old toshiba went wrong I went back to the retailer, after that all my communication was with Toshiba including my payment refund whch they sent by cheque.
But I didn't care less who dealt with it as long as the TV was fixed or in my case I was lucky enough to be given a refund.
As my TV was 2 years old they could have repaired it or even given me a replacement and I would have been happy, getting my money back was a bonus.”

That's the correct way to do it - contact your retailer - let THEM escalate it to the manufacturer. If you bypass the retailer and contact the manufacturer directly, you're forfeiting your legal rights against the retailer.
alves
26-04-2011
This thread is very familiar. Wasn't there one a while back with geordielady telling us about a relative was a solicitor?
geordielady
26-04-2011
Originally Posted by Nigel Goodwin:
“That's the correct way to do it - contact your retailer - let THEM escalate it to the manufacturer. If you bypass the retailer and contact the manufacturer directly, you're forfeiting your legal rights against the retailer.”

I think everyone would do it that way, its the only way to do it.
KidPoker
26-04-2011
Sales Of Good Act says electrical products must last a reasonable amount of time. A reasonable amount of time for me is a few years for expensive electrical goods.

Threaten them with that and tell them you will go to the small claims court and will be asking for it to be replaced, repaired, and your expenses paid for. That should get them listening. If they don't then file a claim in the small claims court.
skrjones
26-04-2011
Not being funny but what would be the issue if you lived in the South East and weren't in an digital area for 18 months?
Where you live shouldn't be an issue as to whether it would be repaired or not.
bobcar
26-04-2011
Originally Posted by skrjones:
“Not being funny but what would be the issue if you lived in the South East and weren't in an digital area for 18 months?
Where you live shouldn't be an issue as to whether it would be repaired or not.”

The digital switch over thing is completely irrelevant and on the face of it sounds like the retailer or manufacturer trying to get out of refunding/replacing/repairing.

Assuming we got the full story the TV is broken after 8 weeks and it's up to the retailer to deal with it.
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