Sony TV Fault - TV less than 3 years old - Any rights? *** Tesco Refund***

[123NeilyB]

Hello CAG,

Sorry if this is in the wrong forum, please feel free to move if incorrect.

 

Long time lurker, only ever posted once before (against NCP - and won!!), just hoping someone can give me some helpful advise on an issue I now have.

 

purchased a Sony TV from Tesco in April 2012. It had a Tesco 1 year warranty and also has a manufacturers 1 year warranty as well.

 

No issues until now, but this weekend turned it on, and there are lines across the screen (horizontal),

happens on all inputs/channels, checked cables etc etc, definitely the TV.

 

Not impressed because I paid the extra for the 'name' and I thought I was making a bit of investment rather than paying less for a cheaper model.

 

Phoned Sony and got through to some rude woman in Egypt?! who said go away.

 

 

I then spoke to a guy at Sony in Scotland who was helpful,

but they said being as it was after the manufactures warranty had expired there is nothing they are prepared to do,

and the cost of repair would probably be more than actually buying a new TV.

 

To me, a TV should last a lot longer than 2 years 8 months..

ie without a fault that effects the general operation of it...

 

Whats also annoying as this is the 'upstairs' telly, which isnt used half as much as the TV downstairs so this is even more annoying!

 

Is there any kind of act that even though the manufactures warranty has expired,

I can 'lean on' as the consumer that the goods are not of good quality and have not lasted a reasonable amount of time...

 

I cant really say to Sony that the TV was faulty upon purchase as the lines have only appeared now...

 

Any help greatly appreciated, and keep up the fantastic work that you guys do here.

[dx100uk]

forget any warranties

they play NO PART WHATSOEVER.

they are in ADDITION to your rights under

SOGA

 

 

your target is TESCO's where you brought the TV from.

 

 

you might have to get an independent report done at your cost

but that will be refunded.

 

 

under sOGA 'a' product must last a 'reasonable time'

 

 

for a TV , that's prob 4-5yrs

 

 

they have the choice to repair/replace/refund.

 

 

dx

[BankFodder]

dx is absolutely correct of course.

 

Telephone Tesco's but then follow-up with a letter laying out the situation. You really should record your phone calls.

 

One would hope that a company like Tesco's – and especially with their current problems would want to be extremely consumer facing and honour your consumer rights under the Sale of Goods Act without question. Unfortunately I somehow feel that they will quibble and try to say that the warranty is at an end. This is nonsense and you must insist to them that you know your rights and you're going to assert them.

 

The second problem will be that they may want you to send the television back for repair. This is reasonable enough. However, one tends to fine then that once television disappears and one doesn't see it for at least several weeks without any feedback as to what's happening or when the likely date for return is.

 

Another common approach from these people is to tell you to contact Sony because they are the people with whom they have a repair agreement. However, Sony will try to say that it is outside their one-year warranty and Sony will probably ask you for money for the repair. You should refuse all of this.

 

It would be wonderful if Tesco's simply stepped up to the plate and got their job done properly. Let us know what they say and will take you through the next step if they start any funny business

[rebel11]

Hi 123NeilyB

 

How did you pay for the TV in 2012? Credit Card?

[sparx]

How much did you pay for it back in 2012?

 

As i've said before, my folks purchased a Sony TV and I would expect it to last 4-5 years at least. My current TV is on 2 years (A Technika budget cheapy) with no flaws whatsoever.

 

Go back to them with Soga as stated above.

[123NeilyB]

Hello!

 

Paid for it on Visa DEBIT...

Paid £349 (reduced from £449).

 

Anyhow, after some problems with them receiving and them sending an email back (they cant spell), they have offered £105...

I have stated SOGA but they wont have any of it...

Ive sent them the copy of the receipt, and 4 photos showing the lines on the screen.

 

Ill post up their email response they will be sending tomorrow (the computers with emails are locked away!?! - man said this on phone)...

 

Cheers.

[123NeilyB]

Hello CAG,

Email finally received:

 

-----

Dear Mr 123NeilyB

I hope this finds you well.

 

Thank you for taking the time to contact us. I'm so sorry to learn that your Sony - KDL-BX420 has developed a fault. I understand how disappointing this must be for you.

 

As you know, we guarantee all our electrical products for 12 months and, if an item develops a fault within this time, our Electrical Helpline are there to help. Although we believe the products we sell are of the best quality we can offer, there are occasions, like this, when a product doesn't last as long as we'd expect. Although it doesn't happen often, when it does we want to offer our customers the best service possible. This is why we have a process in place that allows us the chance to give our customers a gesture of goodwill, towards the original value of the product.

 

Under the Sale of Goods Act, when goods that over 12 months are found to be faulty because they were defective in manufacture, the consumer is entitled to a range of potential remedies which may include replacement but also a repair or partial refund. We also work with the Office of Fair Trade guidelines, which makes sure there is fairness to both the customer and retailer.

 

When we’re unable to offer to repair or replace a product, a partial refund is normally offered. However, this depends on the circumstances. We take into consideration the purchase date, the date the fault occurred and the price paid. This provides us with a partial refund value.

 

Unfortunately, we’re unable to offer to repair for your Sony - KDL-BX420 as we don’t currently have a repair option for this item. As products like these decreases in value over time, I'm able to offer £105.00 partial refund this can be sent as a Tesco money card, or BACS transfer in to your bank account.

 

Whilst I appreciate that this is may not be the response which you were hoping for, I trust that having fully explained this to you that you understand our position on this matter.

 

Thank you for taking the time and trouble to contact us.

 

Kind regards

 

Removed Removed

 

-----

 

How should I respond to this? Ive just been looking at SOGA but cant really work out what to use for a response...

 

Any ideas please Ladies n Gents....

Cheers, Neil.

[rebel11]

Hi 123NeilyB

 

Write back to them thanking them for the offer, explain that the offer infers that the life span of the product is limited and Sony TV's aren't built to last and are indeed disposable after a couple of years. Whilst their marketing infers quality and products that last a long time. Explain the reasons why you bought the Sony brand and why you feel so let down and what you would accept. Manufacturers even make statements regarding the 'lifetime' of various product categories.

[123NeilyB]

Hi 123NeilyB

 

Write back to them thanking them for the offer, explain that the offer infers that the life span of the product is limited and Sony TV's aren't built to last and are indeed disposable after a couple of years. Whilst their marketing infers quality and products that last a long time. Explain the reasons why you bought the Sony brand and why you feel so let down and what you would accept. Manufacturers even make statements regarding the 'lifetime' of various product categories.

 

Hi there,

Thanks for this... Should I be push for what DX100 said "repair/replace/refund" ie refund whole value?

 

it just annoys me that it hasnt even lasted 3 years...

 

Cheers, N.

[dx100uk]

who was that reply from sony or Tesco's?

 

 

dx

[123NeilyB]

Tesco

[rebel11]

You won't get the whole value, a parital refund, but more then what's been offered to date.

 

Hi there,

Thanks for this... Should I be push for what DX100 said "repair/replace/refund" ie refund whole value?

 

it just annoys me that it hasnt even lasted 3 years...

 

Cheers, N.

[123NeilyB]

You won't get the whole value, a parital refund, but more then what's been offered to date.

 

Hello,

Hope you had a lovely Christmas?

 

How much more do you think I should ask for?? Half its original value? Half would be 174.50...

 

Cheers, N.

[rebel11]

Yep thanks, hope you had a great one too.

 

Start with £200, see how it goes from there.

 

Hello,

Hope you had a lovely Christmas?

 

How much more do you think I should ask for?? Half its original value? Half would be 174.50...

 

Cheers, N.

[123NeilyB]

Hello!

Quick update... After a log of haggling and emailing, Tesco have finally refunded £155!

Had to push for the extra £50 on top of the £105 initially offered, but im happy with that!

 

Donation on way! Thank you CAG again!!

 

Cheers, N.

[AndyOrch]

Well done NeilyB.....and thank you

 

Thread title amended.

 

Regards

 

Andy