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Back light Leakage/Bleed on a New TV |
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#26 |
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Join Date: Jun 2003
Location: Cheshire
Posts: 6,450
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<SNIP> Unfortunately, they seem determined that it is a fault with the set and want to replace it from me. <SNIP> They would not consider any possibility of partial refund, store credit, or anything other than return for refund or replacement, <SNIP> No idea why they are so keen for a return, surely sending specialist large item couriers back and forward over a minor backlight issue is a massive waste of money for them? <SNIP>
I am not sure how it works with the CO-OP and their arrangement with Digihome, but when I worked for a manufacturer those dealers with a service department could reclaim the cost of agreed works at specified rates. Also, product returns (dealer back to mfctr) would be fully credited too after passing inspection. If the dealer decides to do something outside of the agreed framework then they alone bear the cost. This is one of those times where you see the consequence of the snake snake eating its own tail. Consumers think that having dirt-cheap tellies is good without considering what else is being sacrificed. Selling on price and sacrificing profit means poorer quality product, which means more problems and no dealer service support to fix them. That's what's happening here. It is simpler and more cost effective for the dealer to get rid of the problem with either a refund or replacement. The bill for that probably lands back with the manufacturer or the set gets written off against corporate profits. For the dealers that's a better option than giving you money off an already-heavily-discounted cheap TV or paying for 3rd party engineers. Selling cheap cap in general is a liability when consumers don't (or won't) recognise that they get what they pay for. |
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#27 |
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Join Date: Dec 2012
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It is out of stock on the coop website at the moment but it seems to sell at £379.99, remarkably cheap. There is a limit to what you can expect for that price, I would be surprised if its replacement is any different, could even be worse.
I assume this is it. http://www.coopelectricalshop.co.uk/...tent=Skimlinks |
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#28 |
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Join Date: Mar 2004
Posts: 1,901
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The main reason they should offer some other resolution is because returns, which I should add they are pushing me to do, not the other way around, are so wasteful (and costly) for minor issues like this. Having big vans driving potentially hundreds of miles wasting loads of petrol pumping out tonnes of CO2 for a tiny backlight issue, costing the retailer loads in the process, wasting the customers time having to repackage everything perfectly, then unpackage the new one, crazy for minor issues like this, yet that is exactly what THEY want me to do and through such advice probably hundreds happen all the time because of overly rigid policies like this.
How does paying extra collection/delivery fees to their couriers not to mention having to send the slightly faulty set back to the manufacturer help the retailer maintain their profits? by comparison a little bit of goodwill in a one off small partial refund or even just a credit against a future purchase (which I would have been equally happy with) to encourage repeat trade costs them virtually nothing in real terms, yet goes a long way with the customer so it’s puzzling why some retailers are stupidly adverse to offering them. ![]() I have been looking to purchase a new washing machine this week after the last one broke and was looking at a pretty good model on their store, if they had made any offer to me at all, even as little as £10-15 off a future purchase, I would have got the washing machine with them too, giving them two big sales within as many weeks from me, but instead they lost a new sale through sticking to their policy too rigidly and not considering the customers preference. The margins are tiny. From the retailer's perspective either they have sold you a set which is fine or they haven't. If they haven't then under the various parts of consumer legislation they are required to replace or refund the item, particularly at this early stage following the sale. If they were to offer you some discount, they are effectively accepting there is a fault with the set which leaves them open to future claims. If the set is faulty, they will almost certainly receive full credit from the manufacturer, so they're not out of pocket in dealing with it in this way. Being objective, it sounds more like you've bought a cheap set and now you've got it and decided you're not really happy with it, you want them to make it even cheaper for you. Whereas the retailer is following the letter of the law and is offering a replacement or refund without question. On that basis, I know who I think is behaving more reputably here. |
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#29 |
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Join Date: Dec 2000
Location: Teesside, England
Posts: 2,898
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It is out of stock on the coop website at the moment but it seems to sell at £379.99, remarkably cheap. There is a limit to what you can expect for that price, I would be surprised if its replacement is any different, could even be worse.
I assume this is it. http://www.coopelectricalshop.co.uk/...tent=Skimlinks |
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#30 |
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Join Date: Dec 2000
Location: Teesside, England
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You have clearly never worked in retail and particularly electrical retail.
The margins are tiny. From the retailer's perspective either they have sold you a set which is fine or they haven't. If they haven't then under the various parts of consumer legislation they are required to replace or refund the item, particularly at this early stage following the sale. If they were to offer you some discount, they are effectively accepting there is a fault with the set which leaves them open to future claims. If the set is faulty, they will almost certainly receive full credit from the manufacturer, so they're not out of pocket in dealing with it in this way. Being objective, it sounds more like you've bought a cheap set and now you've got it and decided you're not really happy with it, you want them to make it even cheaper for you. Whereas the retailer is following the letter of the law and is offering a replacement or refund without question. On that basis, I know who I think is behaving more reputably here. I still think (though I’m clearly in the minority here) that returns are a wrongly applied one size fits all type solution and in the ways I have mentioned (mainly environmentally and in terms of peoples time/money) quite wasteful for very minor or by design type issues as mine might be. Early this year I had a fault with a Goodmans soundbar/subwoofer system, where I returned it as the sub would pop when coming out of standby (auto standby meant this was frequent) and got a replacement with the exact same problem. Researching the problem revealed it as a design flaw, though I still had a hard time convincing the retailer not to waste even more time with yet another return and instead provide a partial refund, which they eventually did, though had I not intervened the retailer would probably have happily had me returning faulty soundbars indefinitely, hence the problem with the one size fits all type returns policy. Regarding the TV, putting the backlight issue aside, I am very happy with it and think it was a great bargain and has made everything from games to tv to film a lot more immersive and fun. But perhaps being too critical, it is just a little frustrating that it has a problem that neither of my two (far older) LG sets seem to suffer from. Lastly, I don’t think it is in anyway disreputable to make a request of a retailer, it is entirely up to them if they agree to it or not, if I was in anyway making up the problem or trying to coerce the retailer then that is a different matter, but this is a completely genuine (albeit minor) problem, which I have photographic evidence of. |
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by comparison a little bit of goodwill in a one off small partial refund or even just a credit against a future purchase (which I would have been equally happy with) to encourage repeat trade costs them virtually nothing in real terms, yet goes a long way with the customer so it’s puzzling why some retailers are stupidly adverse to offering them.