Consumer rights question

Skynet5

Skynet5

Skynet5

Soldato
Joined
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Cheshire
Hi all,

I bought a Sony Soundbar on the 04/10/2015 and it broken in June.

They fixed it (I had to drop off and collect) at an authorized service centre.

Another 6 months later and it has crapped out again. Similar looking problem.

I have just phoned up Sony Support and they said "well its out of warranty now so make sure you ask for a quote before you leave the repair centre"

I was pretty shocked and explained very nicely and calmly that this is unacceptable, plenty of issues for other on the web with the same issue and that having it break twice in 13months when this thing cost 1300 (i paid 1100) is unacceptable. You don't spend this much on any product and expect problems such as this.

What is my best course of action do you think? I must have some rights here...
 
Well I'll start with a stiff but polite email to my Credit Card company, Amazon and Sony UK.

It was repaired less than 6months ago...so that must come with some warranty.

Last time I ever buy Sony.
 
Isnt there still that pesky unelected eu parliment decree about electronics and a minimum 2 year warranty?

I imagine thatll still be valid until we leave officially

Edit: ninja'd by inoton and sliver....
 
Seems like going to Amazon is the best bet based on that link. Basically it sits under my tv in a nice open but protected space and is un touched.

Enough people on the internet complaining about this issue..and it has happened twice to me..so clearly inherently flawed product.
 
The sales of goods act states (in a roundabout way) goods should be fit for purpose and last a reasonable time

A soundbar should last a lot longer than a few years

Your contract is with the retailer though so contact them first
 
M1k3H said:
Yes you do have 2 years. I've had an iphone replaced 15 months after purchase even though they initially said it's out of warranty. It depends how much you are willing to argue, in my experience.

See:

http://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm

and

http://europa.eu/youreurope/citizen...uarantees-returns/united-kingdom/index_en.htm
Click to expand...

Not exactly.

As the link states, "But, after 6 months in most EU countries you need to prove that the defect already existed on receipt of the goods, for example, by showing that it is due to the poor quality of the materials used."

That is the case under the SOGA, and the SOGA also gives you up to 6 years to bring a claim. Which is far in excess of the EU 2 year limit.

Forget guarantees, since Sony have said there isn't one that's valid.

The relevant law is the Sale of Goods Act, and the liable party is the retailer. Now it's up to you to complain. If the retailer says no, you have two choices. Option 1, complain via credit card company and try to get a chargeback (under £100) or Section 75 chargeback (over £100), or option 2, sue them (in this case you'll want the proof mentioned above, which might be a report by an independent expert).
 
I imagine your case will be strengthened by the fact it cost so much. If it had been £50 they could argue it was of a lower quality and possibly last not as long; but £1300 - defo take it further.
 
lnoton said:
Well I'll start with a stiff but polite email to my Credit Card company, Amazon and Sony UK.

It was repaired less than 6months ago...so that must come with some warranty.

Last time I ever buy Sony.
Click to expand...

Section 75 won't apply with the credit card provider unless it can be proven it had a fault at the time of purchase, which given the time between purchase and the fault, it is unlikely it could be proven.
 
Section 75 gives you the same rights against the card company as you have against the retailer.
Click to expand...

http://www.which.co.uk/consumer-rights/regulation/section-75-of-the-consumer-credit-act

Have you googled the fault to see if it's common? It may help your case and suggest a design/manufacturing flaw.

http://whatconsumer.co.uk/how-long-should-it-last/#axzz4Tb7cpCMP

I'd be contacting the credit card company and the retailer at the same time saying a product of this quality (and price suggests quality) should last longer than 13 months, especially considering it's already been repaired once. I think you have a strong case.
 
Last edited:
M1k3H said:
Yes you do have 2 years. I've had an iphone replaced 15 months after purchase even though they initially said it's out of warranty. It depends how much you are willing to argue, in my experience.
Click to expand...

I had similar with a pair of (my GF's) Beats headphones which were used about 10 times and after 14 months the ear cushion glue started coming apart at the seams.

Was first told they were out of warranty, but after I sent them a strongly worded email referring to the relevant legislation, they quickly responded saying they were mistaken and they were under warranty... More like they hoped I'd just roll over and accept it, utterly scummy company :rolleyes:

BadMojo said:
I imagine your case will be strengthened by the fact it cost so much. If it had been £50 they could argue it was of a lower quality and possibly last not as long; but £1300 - defo take it further.
Click to expand...

This. That's very expensive for something which apparently is only fit to last a year!!
 
lnoton said:
Hi all,

I bought a Sony Soundbar on the 04/10/2015 and it broken in June.

They fixed it (I had to drop off and collect) at an authorized service centre.

Another 6 months later and it has crapped out again. Similar looking problem.

I have just phoned up Sony Support and they said "well its out of warranty now so make sure you ask for a quote before you leave the repair centre"

I was pretty shocked and explained very nicely and calmly that this is unacceptable, plenty of issues for other on the web with the same issue and that having it break twice in 13months when this thing cost 1300 (i paid 1100) is unacceptable. You don't spend this much on any product and expect problems such as this.

What is my best course of action do you think? I must have some rights here...
Click to expand...

£1,300 soundbar? The ****..
 
BadMojo said:
http://www.which.co.uk/consumer-rights/regulation/section-75-of-the-consumer-credit-act

Have you googled the fault to see if it's common? It may help your case and suggest a design/manufacturing flaw.

http://whatconsumer.co.uk/how-long-should-it-last/#axzz4Tb7cpCMP

I'd be contacting the credit card company and the retailer at the same time saying a product of this quality (and price suggests quality) should last longer than 13 months, especially considering it's already been repaired once. I think you have a strong case.
Click to expand...

Hi,

Yeah googling the model and the issue yields quite a few results.

I have an email drafted tto Sony UK and will also send one to the Card Company and Amazon tomorrow.
 
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