Dire customer service

[yourbestfriend]

i agree with you on everything but some things need to be clarified.

The XBOX360 has a known issue where when it gets hot the solder inside melts and this causes it to fail and show a red light instead of standard green.

this is a known issue so there is no denying it as faulty after the primary 6 month period of SOGA.

But TV's are different if there are no known issues with the manufacturer tests, other consumer reports or even experiences of other TV's in this range then at 12 months it is slightly less likely that it is fault from manufacturing.

unless the fault occurred in the first 6 months you have to prove you did not cause it.

with plasma's because of the liquid inside just laying it flat can cause it to damage. showing things to bright. lightening or even beer when the football was on last year can cause damage. but you have to prove it was no your own doing that caused it.

the 60,000 hours is a UPTO amount and that is just a guess and under prime conditions.

trust me the manufacturer did not have a model of your TV on a bench for 7 years just to time it.

going into store would get you know where. they dont have technicians or the authority to just allow a replacement without it being tested.

if you called techguys they should have got an engineer to your house to test it. or for the manufacturer who are the only repairers trained to deal with the TV directly.

you obviously got a engineer/courier to get the TV to mastercare as you said they had it for over a month without looking at it. After the 28 days from notification of fault you are right you should have asked for a refund for this.

sorry but no one is entitled to a loan TV while a repair is in progress. unless this is a special extra customer service thing the retailer offers.

and compensation for inconvenience and phone bills are also hard to achieve unless you want to go to court to claim back those 7p a minute.

even if you are on the phone at peak time (7p) for 40 minutes a day each day for thirty days its only £84

a court case is not worth that...apart from the mental satisfaction of beating a multinational company which might be worth it.

also your email is very confusing to me. so without you ptting your name address, receipt details of the three purchases in the email the recipient would also find it hard.

ok u said there were 3 tv's
TV: you went to the store and they said they wont deal with it.
kind of true as they dont have the engineers to do it. but they
should have passed you onto mastercare. who can deal with it.
was it TV 1 or 2 that went to mastercare?

and what is the situation with TV 3 now..

when i send emails to manufacturers etc i write it like this.

purchased product TVONE - receipt 100500 - date 01/04/06
it is 12 months since purchase but this tv has gone faulty.
12/04/07 your staff instore told me they will do nothing to fix error
13/04/07 spoke to your repair line they also told me to go away.
15/04/07 gave up trying and due unsuccess of rectifying old TV i purchased new TV

purchased product TVTWO - receipt 010000 - date 17/04/07
25/09/07 TVTWO now faulty, called mastercare arrang booking
27/09/07 Mastercare took TV
28/10/07 it has been a month since mastercare took TV. called them and
they have not looked at it yet.
01/11/07 they quoted me £120 for repairs

and so on.. include dates and receipts if not full date then atleast a partial such as a month.

one last thing never ever tell a company who have broken the law that you have special circumstances where you cannot afford the repair. just say "you refuse to pay without legal advice".

reason:
1)if they know you cant afford £120 then they know you cant afford a court case against them. no matter your circumstances ask why it is going to cost you and state under SOGA the bit about without cost to buyer. but dont say you cant afford it.
2)normally they go "oh **** he getting legals in.. hmm lets save face and just replace it"

DSGi normally have a good policy, but it is not expressed or understood by their under trained staff or by customers. probably both. but there are other companies that would say
hmm he cant afford £120.. well then he aint obviously gonna be able to buy anything from me in the future so lets forget customer loyalty as he wont be back even if we bend over backwards and offer him a place to park his bike.