Tesco wont replace broken TV

[compo]

Isn't this the kind of situation where Trading Standards could be helpful.

 

[screenman]

JoeyB, yes different rules apply.

 

[Drago]

Isn't this the kind of situation where Trading Standards could be helpful.

Yes, but demand outstrips their resources so unless there are complaints in bulk or evidence of actual criminality they won't become involved.

 

[vernon]

What surprises me is the hugely different interpretations of one set of rules.

 

[ufkacbln]

Small claims court for the cost of a new tv. Print the form off the web, take it to the shop and serve a photocopy with a letter explaining that as his statutory legal rights are being ignored you have no choice but to sue for a replacement.

Odds are you'll have a new tv that day, and in the unlikely event they don't they'll soon have the cash for a new one.

Don't try any of that speaking loudly crap - it's just as likely to have the manager on the phone to the police, or have security remove you, and no matter how righteous you are any onlookers will simply then presume you're a troublemaker. The object of the exercise is to get a new tv, not get banned from the store. Do it properly.

Firm, polite is very effective, and works

 

[vernon]

Firm, polite is very effective, and works

Depend on the retail chan/store manager.

I've been the man that said no and stuck to my guns while being firm and polite..

 

[gbb]

Although I do buy odd electrical items from Tesco, I am loathed to do so, I have an intense dislike of them.
Funnily enough, we were sat talking with holiday friends after dinner, she's just started work for Tesco. One thing surprised me, and yet didn't...they fall below many other retailers in customer satisfaction and how they are seen by the buying public, so they're aware of the poor regard they're held in. Shame they still use bad practices then, they deserve everything they get.

 

[Drago]

Depend on the retail chan/store manager.

I've been the man that said no and stuck to my guns while being firm and polite..

And when my brother was a mechanic they used to do unspeakable things to the cars of rude people. Idcrather a polite 'no' than making myself look a twot (or more of a twot than normal).

 

[Archie_tect]

What surprises me is the hugely different interpretations of one set of rules.

Why do you think solicitors, barristers have so much money... it's in their interests to make things as ambiguous and as unclear as possible.... and then feed off people getting hung up about 'right's and points of principle and 'seeing it through to the end'.... music to their philistine, machiavellian ears!

 

[terry_gardener]

sorry the massive rant yesterday and i have carmed down this morning. The TV broke within 10 weeks of purchase and all we wanted was an replacement which to usand most people is not unreasonable request.

they said that they will get toshiba to try and fix it but will take about 3 weeks to do so. for a family main tv we think this is unacceptable lenght of time.

we are going to speak to the lawyer person on monday since they don't work weekends and see where we need to go from here.

 

[terry_gardener]

[QUOTE 2132960, member: 45"]Whenever that's happened to me I've insisted on a refund, which is still within your rights. That gets rid of their repair argument.[/quote]

that is what we are wanting now since all the hassle, but at the moment they wont even replace it so at the moment have no chance at a refund.

the thing that gets me is about a year ago i bought a bike from wiggle which cost 5 times more than the tv and after about the same time scale after (about 10 weeks) noticed a manufacturing defect and i sent it back and got a refund in a week, there is a thread somewhere about this.

why can't it be this simple with tesco.

 

[marinyork]

Yes they should replace it (as in instore).

However modern tvs are a nightmare for this sort of thing (beyond failure) if you lengthen the time period beyond this and talk about other minor features that should have legal protection. There are so many connections and features that could go wrong or start playing up. Even with a decent warranty the arguments and process and length of time for sorting things out can sometimes be long. 3 weeks is not them talking codswallop or trying to be nasty to you, it is a completely normal length of time for turnaround I'm afraid. Sometimes it takes even longer than this. It can be very problematic sending products back for minor issues as sometimes the tv or replacement may return with the same or a different fault or be damaged in transit. Nor are manufacturers all evil and uncaring people, sometimes tvs are replaced for newer models which are better and would have cost more at the time. Retailers and manufacturers are however very aware of the cottage industry in sending stuff back trying to get a refund or newer replacement just before particularly warranties (doesn't apply here) run out. The outcome can vary a lot.

The moral of the story is probably that unfortunately some retailers aren't really suitable to sell tvs and various other things. Also if things go wrong then yes, it's a serious inconvenience. It's why some people shell out some serious money in warranties on top of their legal rights in the hope that it won't be so bad. Even that doesn't help much sometimes.

 

[ASC1951]

You can ask for a repair or replacement at any time up to six years after purchase. It is the choice of the retailer whether to repair or replace.

Er, no you can't. The relevance of the six year period is simply that after that it is statutorily too late to sue for breach of contract.

Many consumer products have a design life shorter than six years. You have absolutely no legal right to a repair or replacement of something which packed in after four or five years, or often less.

 

[oldfatfool]

Was the telly bought instore or was it bought through tesco direct and collected from a store? I would guess they will be two different trading entities and buying from tesco direct will cause a much more convoluted returns process akin to buying from amazon. Ianal but I would guess after 10 weeks you have accepted the goods and have to give the retailer/ manufacturer a fair time in which to attempt a repair, ball ache but there you go, i can't see anyone accepting a hardship claim because you can't watch corry on a big screen, sorry.

 

[Moodyman]

Er, no you can't. The relevance of the six year period is simply that after that it is statutorily too late to sue for breach of contract.

Many consumer products have a design life shorter than six years. You have absolutely no legal right to a repair or replacement of something which packed in after four or five years, or often less.

Indeed.