TV fault - manufacturer can't repair

[Your Dad]

TV purchased 6 months ago has developed a fault (vertical line down the screen, possible faulty pixels). Vendor referred me to manufacturer as unit is still under their warranty cover, and the manufacturer has accepted it's faulty but say they are unable to offer a repair (no parts available) or replace unit (model now discontinued).

The manufacturer is going to send me something in writing confirming they cannot repair/replace, which I should then pass on to the vendor, and the vendor will then apparently replace/refund. Assuming the vendor accept to replace/refund I'm not sure what I'll end up with - an ex-demo or customer returned unit or refund/credit for a replacement new TV?

Has anyone had a situation like this, and what was the outcome?

[mgv8]

Then you need to give you cash. There is clear law about holding spare parts to be able to fix goods.

[greygoose]

mgv8 said:

Then you need to give you cash.

Sounds like he will be out of pocket.

[Swampy1982]

greygoose said:

mgv8 said:

Then you need to give you cash.

Sounds like he will be out of pocket.

He won't, the retailer will refund and claim back from the manufacturer. Everyone's a loser but the OP.

[LeadFarmer]

Isn't your contract with the retailer, not the manufacturer.

[Your Dad]

LeadFarmer said:

Isn't your contract with the retailer, not the manufacturer.

I started with them (they provide 6yr guarantee) but they advised speaking direct to manufacturer first as the unit was only 6 months old.

[Ham_and_Jam]

mgv8 said:

Then you need to give you cash. There is clear law about holding spare parts to be able to fix goods.

The ‘Right to Repair’ legislation didn’t come into play until July 8 2021 so isn’t applicable here (and then there is a 2 year buffer for manufacturers).

The correct route to get a resolution from the Vendor is the Consumer’s Rights Act 2015.
OP, did the fault occur within 6 months or just after. You have better rights if the former.

[Your Dad]

Ham_and_Jam said:

OP, did the fault occur within 6 months or just after. You have better rights if the former.

Within 6 months, by 1 day. Fault was noticed and raised to vendor on 14th of this month, they responded on 15th and advised I speak direct to manufacturer. TV was ordered 15th April and delivered on 17th April.

I’ve checked vendor website and they say if they can’t repair or replace then they offer ‘current value’ as credit towards a stock TV. They say current value within first year is 100% of price paid.

I’m waiting for written confirmation from manufacturers saying they can’t fix and will then see what vendor says.

[LordFlathead]

Your Dad said:

Ham_and_Jam said:

OP, did the fault occur within 6 months or just after. You have better rights if the former.

Within 6 months, by 1 day. Fault was noticed and raised to vendor on 14th of this month, they responded on 15th and advised I speak direct to manufacturer. TV was ordered 15th April and delivered on 17th April.

I’ve checked vendor website and they say if they can’t repair or replace then they offer ‘current value’ as credit towards a stock TV. They say current value within first year is 100% of price paid.

I’m waiting for written confirmation from manufacturers saying they can’t fix and will then see what vendor says.

I'm guessing that you bought from Richer Sounds as you mention the 6 year guarantee. I had a similar issue due to the global silicon shortage (yes it is a thing) and they upgraded my Denon AV amp to the higher one at no extra cost. If it is RS then I will be very surprised if you end up with anything less than you started with.

[Your Dad]

LordFlathead said:

I'm guessing that you bought from Richer Sounds as you mention the 6 year guarantee. I had a similar issue due to the global silicon shortage (yes it is a thing) and they upgraded my Denon AV amp to the higher one at no extra cost. If it is RS then I will be very surprised if you end up with anything less than you started with.

Just received 'Uplift Authorisation' letter from the manufacturer, will give the vendor a call shortly and see if my outcome matches your experience. The concern I have is that the current equivalent model is a larger screen size (by 1") and current selling price is about £150 more than I paid, but will see what happens when I call.

[TwigtheWonderkid]

This might sound daft, but have you tried turning it off at the mains when you go to bed and turning it on the next morning. I had the same issue on an older set well out of warranty and this was suggested to me, and it worked. Issue never returned. Only had to do it once.

[Your Dad]

Just been offered, by email, credit value of original price paid to be used towards another TV. Issue is that similar price models are inferior spec and any model if similar/equal spec is +£170.

[paulwf]

I was told this time of year is the worst time to buy as the prices are increased so they can then be reduced for Black Friday. Might be worth waiting.
Although with the semiconductor shortages perhaps there will not be deals this year.

[dundarach]

If you need\want a TV now, buy the bugger now!

If you wait and they're all out of stock, what's £20 going to be worth then.

Get it ordered son!

[Your Dad]

Hopefully sorted, although I've had to shell out an additional £120 to upgrade to the current replacement model which costs more due to the increased screen size.

[GranpaB]

Not exactly an issue though is it, as you got all of your money back?

[Your Dad]

GranpaB said:

you got all of your money back?

No I didn’t, I had to spend more money to get a replacement TV as the faulty model is no longer available and the new model of equivalent spec retails for more.

Ideally I’d have liked a straight swap, but I’ll have to settle for an upgrade for a little more money instead.

[GranpaB]

Your Dad said:

GranpaB said:

you got all of your money back?

No I didn’t, I had to spend more money to get a replacement TV as the faulty model is no longer available and the new model of equivalent spec retails for more.

Ideally I’d have liked a straight swap, but I’ll have to settle for an upgrade for a little more money instead.

You yourself posted that you got your original purchase price fully refunded.

The fact that you might have to spend a bit more to get a replacement of better quality is irrelevant in this case.

[joshleb]

I’d be a bit disappointed if the TV failed so quickly and then I needed to spend to get the most like for like replacement.

Surprised Richer didn’t step up to meet the difference, heard of similar cases from friends in the past and they’ve just sorted it.

[Sheepshanks]

I had exactly the same - line down TV after 6 months - on a cheapie "Toshiba" (made by Vestel) TV bought from AO. Same TV no longer available. No question of repair - AO to collect and issue refund of £249.

AO said they'd "help out" if I chose an replacement. Thing is, it had speakers at the front - so looked like it was standing on a soundbar - and the sound was great. There didn't seem to be any other TV that was the same.

So I bought (elsewhere) a £500 TV. Sound was awful. So bought a Sonos Beam.

In total I've gone from £249 to £850 (Beam was on offer) with no particular gain. Actually I gained Sony's very annoying Android operating system impementation!