Sold the wrong TV, what would you do?

Mujja

Mujja

Mujja

Soldato
Joined
7 Jan 2003
Posts
3,376
Location
Bristol
This morning I get a recorded letter saying I was given the wrong TV when I picked it up from a store nearly 2 months ago. Apparantely their CCTV and Computers recorded me walking out with a more expensive model. The model I thought I bought was worth £600 and the one they say I have is worth £875.

I bought the TV on recommendation from various forums. I had never seen one in the flesh and the disposed of the box the same eve in the bin shed. I should also add the TV was collected and unloaded from the car in the dark. If there was a model number on the box I didn't see it. It was easy enough for the sales rep to miss in store lighting !!

Secondly I didn't like the opening tone of the letter, "recorded on CCTV and computer" as if I'm some criminal who has been caught. Also, how can the CCTV see the model number of the box from a distance when two of use didn't notice it from close up and how has their store computer, which I think means cash register, recorded the model number when the receipt says otherwise.

I never did read the manual, who does, and have just found it and the manual at least is for the more expensive model. I'll take a look around the back of the TV later for a model number but it most probably is the same model as the manual.

Since I've had the TV I've bought a matching cabinet costing almost £400 and speakers to match costing another £350.

...............

I've had a quick read and scan for pics of the TV I should have received and the main thing it lacks externally is a glossy bezel. Which means TV cabinet and speakers won't match anymore.

The options I have been given are to return, exchange or pay the difference. Our only TV so return isn't an option. Exchange also isn't an option right now because of the points mentioned above. Which leaves paying the difference.

I have already exceeded my original budget of TV, stand, amp, speakers, cables etc. So an extra £270 doesn't sound good.

I may try to negotiate paying only 50% of the difference, do you think a national electrical retailer will easily agree on a £135 discount considering the inconvenince which will be caused to both. Afterall they will have to sell the returned TV at a disconted price because it has no box, has been used and already scratched in several places by my 2 yr old. Or maybe a new clean screen is just what I need.

The letter is aggressive and sent recorded delivery, how about sending a friendly letter first. I don't think they have any real CCTV evidence. I'm being helped out of the store with a large box but the footage doesn't show what model. Also isn't the sales rep carrying the box from the other end guilty of aiding me ;) If they are relying on my good nature to be honest they haven't gone around the the right way.

Normally I would advise people to do the right thing but that could leave me with a TV which looks out of place or means I have to cough up more money which I don't have.

Should I wait until they provide some real evidence and then threaten legal action? I could say the xxx movies I watch have left screen burn on the display and they are welcome to take it back
 
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Their mistake. I'd tell them to shove the letter and 'evidence' up their collective arses. Not sure how you stand legally though.
 
What model TV were you intending to purchase and which one did you get instead? Also which retailer is it because depending on the retailer I may be able to give you some better advice.
 
Can't think of advice right now, but can you check the price of the better tv in the store to see whether it may have gone done down over the time you've had it?

How did it happen? You paid for the cheap one at the till, then you go to collections or something and they handed you the better one by accident?
 
You've had the TV for 2 months and in good faith wasn't aware you had the wrong model.

Ask them to prove via quoting clauses from consumer law indicating you are obliged to comply (I'm not sure if they even exist), and if they don't do this, assume you have no obligation to do as they ask.

I mean, what if you sold the TV on? It's the store's responsibility to make sure you get what you pay for, if you receive something bonus in good faith, I believe (but I might be wrong on this), that its legally yours, especially as 2 months have since elapsed.

You could even argue that one of the customer reps was "feeling kind" and "deliberately gave you a better model". It would be your word against their's :p
 
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They cant make you take it back or pay the difference. I have given people the wrong TV before now and what happens is i get a huge slap across the face from my manager but we can't ask for the TV back.

They must be trying it on.
 
SKaRT said:
What model TV were you intending to purchase and which one did you get instead?
Click to expand...

Paid for Panasonic 42PX80B
Received Panasonic 42PZ85B

Only difference I can see the one is 720p and the other 1080p. I'm not too bothered about how different they are externaly but the loss of the glossy black bezel will be an issue. The retailer is RS.
 
Isn't the receipt the legally binding contract in this? I would be dubious about the legal advice on here, but I would be inclined to side with not giving anything back to them.
 
Surely if you give it back they can't sell it for 875 now since its 2nd hand :/ so paying the difference would be stupid. You would be better off getting a refund and buying the same model new again.
 
DB_SamX said:
Can't think of advice right now, but can you check the price of the better tv in the store to see whether it may have gone done down over the time you've had it?

How did it happen? You paid for the cheap one at the till, then you go to collections or something and they handed you the better one by accident?
Click to expand...

The price of the TV I paid for is the same, not sure about the one I now have. While my details were being taken at the till the TV was brought out from the back and moved towards the exit.
 
thats a new one ,but surely if they had cctv and computer evidence they would send you a printed screenshot of said evidence no?
Sounds like an employee is trying to cover their backside somewhere.
 
I think you should name and shame the retailer on here,so we know not to purchase anything from them in the future.
They should be sending you an apology for giving you the wrong tv,not a request for money lol.

PS.who has signed the letter ?
 
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Get in touch with consumer rights, see what they have to say, id also get as arsey with the store as they have been with you.......usually ime when companies dont have a leg to stand on legally speaking they get heavy handed with there approach straight off the bat, which they clearly have, most people cave instantly as there scared of what -may- happen. (astounds me how society has been molded to do what the 'state/whatever' says and dont argue about it)

Anyways yes do this, if they have a legal standpoint, make it as difficult as u can for them, and IF your legally entitled to pay it, do so at £5 per month or something (i did this once when a company mischarged me, not the same thing, but i argued I didnt have the spare cash to pay back, consumer rights agreed and I paid them back at an achingly slow rate, was hilarious)
 
Thanks for the advice and right now I'm not thinking about it in a legal sense, just morally. There have been plenty of occassion where I have been given too much change etc and I've given it back.

The tone of the letter angered me a little, maybe I'll see it differently later.
 
if it turns out you HAVE to give it back, it would be a real shame that the little uns scratched it all along the front, wouldnt it? I mean its been in your possession 2 months, who knows WHAT could have happened.

I'd say its their ****-up, they saw you pay what you were asked for the item, and you have a receipt (and they have evidence you paid what you were ASKED to pay)

and like above, if they do want it back, get a full refund and buy a new one from elsewhere...
 
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Mujja said:
Thanks for the advice and right now I'm not thinking about it in a legal sense, just morally. There have been plenty of occassion where I have been given too much change etc and I've given it back.

The tone of the letter angered me a little, maybe I'll see it differently later.
Click to expand...

I don't think I've ever been given too much change, but I'd keep it anyway :(
 
Mujja said:
Paid for Panasonic 42PX80B
Received Panasonic 42PZ85B

Only difference I can see the one is 720p and the other 1080p. I'm not too bothered about how different they are externaly but the loss of the glossy black bezel will be an issue. The retailer is RS.
Click to expand...
I have no experience dealing with that retailer but I'm fairly sure both of those boxes are identical besides the stickers so unless they've got some insanely good CCTV they will have no proof at all that you took the wrong model.
 
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