Sony = Excellent customer service
Discussion
Not talking dealers here as the one i had a complaint with was worse than shyte!
Oh, I am now Bilko2 instead of Bilko as i did a full restore thingy on pc and had a few misshaps, heho.
Right, Sony UK ie the actual manufacturers have been superb.
I had a £500 Sony tv which broke after a year, well 13 months to be exact. So 1 month after warranty. I now know you get a 5 year warranty with people like John Lewis.
Anyhoo the sony center who sold me the tv refused point blank to pay the £117 repair cost. Which, turned out to be line output and stuff i think ( to do with power). Obviousely these are internal parts so i had no access to them and under resonability testing for domestic use they hadn't failed due to wear and tear.
So.I found out the company who owned the particular Sony center and took my complaint to them. They strung me along for weeks and weeks untill i finally threatened them with court. They laughed and said we will pay half and you have 21 days till this offer expires.
I had been to trading standards and found out my rights and found out that they were in breach of condition of contract under the term "satisfactory Quality". Infact i was entitled to a full refund but was advised to puch for repair.
Little did i know at the beginning that the retailer has a responsibility to the customer for up to 6 years after the purchase.
trouble is that not a lot of people know that. And that everything undergoes what they call reasonability testing to see how long a product is meant to last.
Warranties and guarantees are in addition to your statuatory rights and are voluntary thing that retailers and manufacturers offer.
If a toaster, cooker, lawnmower, shoes, anything fails or breaks even after warranty/guarantee period and it is not as a result of reasonable wear and tear then under your rights you are entitled to a refund(i think ) but definately replacement or fixing costs.
So, i took it to Sony ( direct ) and explained the last 2 and a bit months of turmoil with these people and my tv. This was my last hope before taking it to small claims court where i would have won but when?
Sony listened to me rant and reason for ages and said they took a very dim view of failure so close to warranty and even though it the retailers responsibility they agreed to pay the repair costs in full if the parts had been ordered. Or if it was going to take too long they would replace my tv!
How about that?, Bloody fantastic i thought!
Once i have repaired or new tv in my living room i will be taking the matter further with the retailer. I have already expressed concern to Sony over the conduct of people using their name and they said they may review that very thing, ie whether they can still trade under the title (*Location*)Sony center.
Directed to one branch inparticular and the company that owns this branch/franchise.
Well done Sony!
Cheers
Ian
Oh, I am now Bilko2 instead of Bilko as i did a full restore thingy on pc and had a few misshaps, heho.
Right, Sony UK ie the actual manufacturers have been superb.
I had a £500 Sony tv which broke after a year, well 13 months to be exact. So 1 month after warranty. I now know you get a 5 year warranty with people like John Lewis.
Anyhoo the sony center who sold me the tv refused point blank to pay the £117 repair cost. Which, turned out to be line output and stuff i think ( to do with power). Obviousely these are internal parts so i had no access to them and under resonability testing for domestic use they hadn't failed due to wear and tear.
So.I found out the company who owned the particular Sony center and took my complaint to them. They strung me along for weeks and weeks untill i finally threatened them with court. They laughed and said we will pay half and you have 21 days till this offer expires.
I had been to trading standards and found out my rights and found out that they were in breach of condition of contract under the term "satisfactory Quality". Infact i was entitled to a full refund but was advised to puch for repair.
Little did i know at the beginning that the retailer has a responsibility to the customer for up to 6 years after the purchase.
trouble is that not a lot of people know that. And that everything undergoes what they call reasonability testing to see how long a product is meant to last.
Warranties and guarantees are in addition to your statuatory rights and are voluntary thing that retailers and manufacturers offer.
If a toaster, cooker, lawnmower, shoes, anything fails or breaks even after warranty/guarantee period and it is not as a result of reasonable wear and tear then under your rights you are entitled to a refund(i think ) but definately replacement or fixing costs.
So, i took it to Sony ( direct ) and explained the last 2 and a bit months of turmoil with these people and my tv. This was my last hope before taking it to small claims court where i would have won but when?
Sony listened to me rant and reason for ages and said they took a very dim view of failure so close to warranty and even though it the retailers responsibility they agreed to pay the repair costs in full if the parts had been ordered. Or if it was going to take too long they would replace my tv!
How about that?, Bloody fantastic i thought!
Once i have repaired or new tv in my living room i will be taking the matter further with the retailer. I have already expressed concern to Sony over the conduct of people using their name and they said they may review that very thing, ie whether they can still trade under the title (*Location*)Sony center.
Directed to one branch inparticular and the company that owns this branch/franchise.
Well done Sony!
Cheers
Ian
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