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TV off for repair
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Ladyxxmacbeth
22-02-2013
Hi

I have a panasonic that needs repairing I have a 5 year service plan I was given when I bought it from COmet. THe warranty group have called out an engineer. The engineer knows what the fault is and has taken it away. However it is going to take 10-14 working days and I wanted to know if the waranty group or the shop or panasonic would give me a replacement whilst mine is being fixed. The local tv repair shop said they should but warranty group are argueing that they dont have to provide one. Im sure I'm probably up the creek without a paddle but thought I'd ask.
iangrad
22-02-2013
Very rare for a "contract" repair company to have a loan or hire TV available . In the old days local TV shops had "loan sets" but there are very few of them left as service has gone out of the window . Do you have a TV / PC that you could move from a 2nd room temporarily ?

Good job you got the warranty though even if it means you will be without the original tv for a while as otherwise is new TV time !
Stig
22-02-2013
I got a TV with the official Panasonic warranty about 5 years ago, and I definitely remember that the policy included a loan set during a repair.
iangrad
22-02-2013
Originally Posted by Stig:
“I got a TV with the official Panasonic warranty about 5 years ago, and I definitely remember that the policy included a loan set during a repair.”

Your dealer may have lent you a TV but the Pana warranty makes no mention of this -- sounds like your dealer was a good one !
Nigel Goodwin
22-02-2013
Yes, local dealers would generally leave a loan - a third party repairer, or any of the large groups (Currys,''Comet' etc.) almost certainly wouldn't.

10-14 days sounds a ludicrously long time for a repair though.

Obviously depending on the weekend, we would normally collect the set one day, order parts that day or the next, two days for the part to arrive,deliver it back the following day.

So if it was a Monday, deliver it back Thursday/Friday - it would be rare to take more than five working days.
Doghouse Riley
22-02-2013
Under "The Sale of Goods Act" everything must be "fit for the purpose for which it was sold." In the case of a TV, you should expect between five to six years of normal use out of it.
In the event of the item becoming faulty during that time, it is the retailer's responsibility to replace or refund your money, not the manufacturer.

I've never paid for extended guarantees.
Over the years we've had many appliances replaced, a TV, washing machine, video recorder, carpet shampooer/vacuum cleaner etc., and also a swivel-rocker chair.

John Lewis actually offer "five year guarantees" thus making a selling point out of an obligation.

As a retired retailer, I'd advise anyone with a reluctant retailer, (Curry's may try to fob you off, if they are the retailer in question) but a word with Trading Standards at the local town hall or wherever, will assist anyone with such a problem.

You know when you see signs in stores on goods, which include any sort of exclusions, that have in small print at the bottom "This does not affect your statutory rights?" it's the Trades Descriptions Act to which it is referring.

Of course if the retailer goes bust, then this won't apply.

As someone else said "loan sets" are a thing of the past with most companies, unless it's a rental TV.
Nigel Goodwin
23-02-2013
Originally Posted by Doghouse Riley:
“Under "The Sale of Goods Act" everything must be "fit for the purpose for which it was sold." In the case of a TV, you should expect between five to six years of normal use out of it.
In the event of the item becoming faulty during that time, it is the retailer's responsibility to replace or refund your money, not the manufacturer.

As a retired retailer, I'd advise anyone with a reluctant retailer, (Curry's may try to fob you off, if they are the retailer in question) but a word with Trading Standards at the local town hall or wherever, will assist anyone with such a problem.
”

As an 'ex retailer' then you'll have a far better understanding of the law, and what Trading Standards will do in a particular case - which doesn't appear to be so with what you've posted above.

True it's the 'retailers responsibility', but not to 'replace or refund' except under certain limited circumstances.
tim59
23-02-2013
My 5 year warranty, policy included a loan set during a repair., Got mine from richer sounds
Doghouse Riley
23-02-2013
Originally Posted by Nigel Goodwin:
“As an 'ex retailer' then you'll have a far better understanding of the law, and what Trading Standards will do in a particular case - which doesn't appear to be so with what you've posted above.

True it's the 'retailers responsibility', but not to 'replace or refund' except under certain limited circumstances.”

My comments were more for general appreciation as the situation can apply to so many other things than one particular transaction.

I did say as the purchase was from Comet, or any other company that goes bust, it wouldn't apply.

The circumstances "aren't limited" they are fairly liberal. The law allows for "fair wear and tear."
However if the subject of the claim is say, a domestic washing machine that had been constantly used in a commercial establishment then that would be excluded.
Nigel Goodwin
23-02-2013
Originally Posted by Doghouse Riley:
“The circumstances "aren't limited" they are fairly liberal. The law allows for "fair wear and tear."”

I suggest you try reading the SOGA, or talk to Trading Standards, the circumstances for 'replace or refund' are VERY limited. You're ignoring the far more likely 'repair' option, not to mention the fact that it doesn't need to be a 'free' repair after the initial 12 months warranty, and certainly not 'repair or refund', although the SOGA act does give you the right to take the retailer to court where you 'may' be awarded some or all of the costs.
Doghouse Riley
23-02-2013
Originally Posted by Nigel Goodwin:
“I suggest you try reading the SOGA, or talk to Trading Standards, the circumstances for 'replace or refund' are VERY limited. You're ignoring the far more likely 'repair' option, not to mention the fact that it doesn't need to be a 'free' repair after the initial 12 months warranty, and certainly not 'repair or refund', although the SOGA act does give you the right to take the retailer to court where you 'may' be awarded some or all of the costs.”

I'm just speaking from experience, as a retailer and a consumer.
Perhaps you'd like to tell us of your experiences?

I've already mentioned several purchases where I've had a complete replacement (in the case of the swivel-rocker the retailer had a new frame fitted). All these items were well outside the guarantee period.
I'm not saying you might have more problems with some retailers than others, though I've never had any.
!!11oneone
23-02-2013
Three or four years after purchase, replacement or free repair under the Sale of Goods Act would require you to show the fault was inherent and present when you bought it.
Doghouse Riley
23-02-2013
Originally Posted by !!11oneone:
“Three or four years after purchase, replacement or free repair under the Sale of Goods Act would require you to show the fault was inherent and present when you bought it.”

But with normal wear and tear, if an appliance failed after just three or four years use, one can assume there was an inherent fault in some part of it or other.
No disrespect, but I've mentioned actual situations, nothing "hypothetical" about these.
It's easy for people to get fobbed off with; "It's out of guarantee madam."
What are consumers s'pposed to expect, buy another machine if it fails after a year?
The Trades Description Act was put in place, partly to protect consumers from this sort of situation.

Extended warranties are "a licence to print money" for the retailers, as equipment is expected to have a life of five to six years.
Nigel Goodwin
23-02-2013
Originally Posted by Doghouse Riley:
“I'm just speaking from experience, as a retailer and a consumer.
Perhaps you'd like to tell us of your experiences?

I've already mentioned several purchases where I've had a complete replacement (in the case of the swivel-rocker the retailer had a new frame fitted). All these items were well outside the guarantee period.
I'm not saying you might have more problems with some retailers than others, though I've never had any.”

So as a retailer you replaced items, at your own expense, well outside the warranty period? - that could explain why you're an 'ex-retailer'
Doghouse Riley
23-02-2013
Originally Posted by Nigel Goodwin:
“So as a retailer you replaced items, at your own expense, well outside the warranty period? - that could explain why you're an 'ex-retailer' ”

Look, stop trying to be a smart ass. You're failing.
I've related personal experiences, in the hope it would be of interest and help to some, not as an attempt as you seem to be doing with your contribution, to "score points" without any real evidence to back it up.

As a retailer, the number of occasions that this situation occurred was very small, mostly because few people seem to be aware of the act.
"Warranties" or a bit of a con, an "artificial cut-off point for the responsibility of the retailer" which many and maybe even you, don't appreciate.
Nigel Goodwin
23-02-2013
Originally Posted by Doghouse Riley:
“Look, stop trying to be a smart ass. You're failing.
I've related personal experiences, in the hope it would be of interest and help to some, not as an attempt as you seem to be doing with your contribution, to "score points" without any real evidence to back it up.
”

I'm just trying to introduce 'reality' in to the thread, the SOGA is clear, as are the retailers and manufacturers responsibilities under it - your small number of personal experiences aren't typical at all, and aren't covered by the SOGA or your rights under it.

Quote:
“
As a retailer, the number of occasions that this situation occurred was very small, mostly because few people seem to be aware of the act.
"Warranties" or a bit of a con, an "artificial cut-off point for the responsibility of the retailer" which many and maybe even you, don't appreciate.”

I feel it's you who doesn't understand the SOGA, hence your giving of completely incorrect advice here.

For anyone in such a situation - TALK TO TRADING STANDARDS - don't listen to 'advice' on forums, either from me, or particularly Doghouse Riley
Doghouse Riley
23-02-2013
Originally Posted by Nigel Goodwin:
“I'm just trying to introduce 'reality' in to the thread, the SOGA is clear, as are the retailers and manufacturers responsibilities under it - your small number of personal experiences aren't typical at all, and aren't covered by the SOGA or your rights under it.



I feel it's you who doesn't understand the SOGA, hence your giving of completely incorrect advice here.

For anyone in such a situation - TALK TO TRADING STANDARDS - don't listen to 'advice' on forums, either from me, or particularly Doghouse Riley ”

You obviously don't like it when faced with actual reality.

So I'm "the only one" with any success with claims under the Sale of Goods Act?
Must be just my charm, can't see you having similar success with your attitude.

Get over yourself.

I think you should let people make up their own minds.

I've found most retailers quite cooperative when approached in a reasonable manner.
Winston_1
23-02-2013
Originally Posted by Nigel Goodwin:
“ You're ignoring the far more likely 'repair' option, not to mention the fact that it doesn't need to be a 'free' repair after the initial 12 months warranty, and certainly not 'repair or refund', although the SOGA act does give you the right to take the retailer to court where you 'may' be awarded some or all of the costs.”

The initial 12 month warranty is a manufacturers warranty and is irrelevant. Under EU law the warranty period is 2 years and has been for some time.

http://www.wak-tt.com/tt/2yearwarranty1.htm
Nigel Goodwin
23-02-2013
Originally Posted by Winston_1:
“The initial 12 month warranty is a manufacturers warranty and is irrelevant. Under EU law the warranty period is 2 years and has been for some time.”

As always - completely and utterly UNTRUE (yet people keep posting it here?) - it was never ratified in the UK, we simply kept our existing (and superior) SOGA.

Check with any relevant UK government agency or particularly Trading Standards who will explain it to you. Or simply look back through the dozens of similar bogus claims on these forums in the past, many of which have links to the relevant OFFICIAL UK regulations.
robbra
24-02-2013
[quote=Nigel Goodwin;64427365]As always - completely and utterly UNTRUE (yet people keep posting it here?) - it was never ratified in the UK, we simply kept our existing (and superior) SOGA.

Have to agree with Nigel on this. Working in the domestic appliance repair trade it is a 12 month guarantee under SOGA. Some traders/manufacturers will, as a concession when pressed, consent to a repair between 12 and 24 months but it is definitely not a law given right.
Sue_Aitch
24-02-2013
Originally Posted by Ladyxxmacbeth:
“Hi

I have a panasonic that needs repairing [...] However it is going to take 10-14 working days [...] I'm sure I'm probably up the creek without a paddle but thought I'd ask.”

If you own a STB or a PVR with anAudio Description setting, you'll have a decent paddle.
Ladyxxmacbeth
27-02-2013
Well it is still being repaired. Took it away on Friday only just seen it and ordering the parts today. I have had to get an old 14" crt tv in the meantime and it hurts my eyes, how did we ever cope? Anyhoo No one seems to know if they need to provide a replacement whilst its being fixed so Im a bit stumped!
Nigel Goodwin
27-02-2013
Originally Posted by Ladyxxmacbeth:
“No one seems to know if they need to provide a replacement whilst its being fixed so Im a bit stumped!”

I don't know why you think no one knows?, it's quite clear.

There's no requirement to provide a replacement while the set is being repaired - although most independent retailers, who do their own service, would provide one at their own expense - a service they offer to their customers.

Manufacturers, or third party service agents, generally wouldn't provide a loan set.
zoepaulpenny
27-02-2013
Originally Posted by Nigel Goodwin:
“I don't know why you think no one knows?, it's quite clear.

There's no requirement to provide a replacement while the set is being repaired - although most independent retailers, who do their own service, would provide one at their own expense - a service they offer to their customers.

Manufacturers, or third party service agents, generally wouldn't provide a loan set.”

AGREE, as past experience tells me. service agents do not loan out sets... best to have a second set yourself, as a spare on..
ianradioian
27-02-2013
Cant anyone live without a tele for a few days? lol
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