Consumer rights question

Jono · 23 Dec 2016 at 09:25

If it's any consolation my Denon AVR <some number> and speakers is still going strong after about 10 years

Bet it's nowhere near as nice-sounding, though.

edscdk · 23 Dec 2016 at 09:28

bin it get a different one?

this is the next 12 months of your life

emails / phone calls / drop off wait a month collect item fixed

item broken again

emails / phone calls / drop off wait a month collect item fixed

Item broken again

emails / phone calls / drop off wait a month collect item fixed

Item broken again

RAGE SMASH BIN

ubersonic · 23 Dec 2016 at 09:40

It came with a 1 year warranty, if this was unacceptable you should have bought an extended warranty or a different product with a longer warranty.

You didn't hence you were fine with it being 1 year until it ended.

Buy a replacement, move on.

lude1962 · 23 Dec 2016 at 09:40

Whats the actual fault?

To cover the inherently built in fault for claims over 6 months
theory (of mine) is
the broken part doesn't move therefore not subject to ware and tear, so part was faulty when unit was made

edscdk · 23 Dec 2016 at 09:43

ubersonic said:
It came with a 1 year warranty, if this was unacceptable you should have bought an extended warranty or a different product with a longer warranty.

You didn't hence you were fine with it being 1 year until it ended.

Buy a replacement, move on.

having previously told the op to give up, I actually think 1 year on a £1000+ premium item is not acceptable... it probably costs them bugger all to fix the item anyway...

bobbyspangles · 23 Dec 2016 at 10:05

To claim beyond the standard warranty you would need a engineers report which claims the issue is a result of a manufacturing fault/poor quality/bad design.

If you can get one (which says what you need it to) then I believe you can charge Sony for the cost incurred.

Trifid · 23 Dec 2016 at 10:15

edscdk said:
bin it get a different one?

this is the next 12 months of your life

emails / phone calls / drop off wait a month collect item fixed

item broken again

emails / phone calls / drop off wait a month collect item fixed

Item broken again

emails / phone calls / drop off wait a month collect item fixed

Item broken again

RAGE SMASH BIN

Or a couple of strongly worded emails referencing the law with threat of court action. Then lodge a money claim (easy to do). This is definitely worth it for a £1100 item that only lasted 13 months.

lude1962 · 23 Dec 2016 at 10:19

bobbyspangles said:
To claim beyond the standard warranty you would need a engineers report which claims the issue is a result of a manufacturing fault/poor quality/bad design.

If you can get one (which says what you need it to) then I believe you can charge Sony for the cost incurred.

'engineers report ' but how would you go about finding an engineer to carry out said investigation and produce a report?

'then I believe you can charge Sony for the cost incurred.' but I would have thought if the product wasn't found to be of poor quality etc the you could be seriously out of pocket.

Argument 2, premium product goes wrong twice within 6 months both times indicates there must be a design flaw / use of poor quality components.

Scrutinize · 23 Dec 2016 at 10:37

I swear some of the people supporting the '1 year warranty tough' rhetoric in this and other threads either work for the manufacturers or retailers.

Consumer and credit legislation affords you much more. In this instance by virtue of a repair at 6 months it is already proven to have inherent faults.

However, I don't see why Amazon (using web chat) wouldn't resolve this for you. Just be polite and firm.

Make sure you end chat so you can leave feedback. If they don't resolve leave feedback where appropriate. Then connect again a couple of hours later. The CS agents are KPI'd/scored on feedback. The next agent will see feedback on this case and will be more amenmable.

bobbyspangles · 23 Dec 2016 at 11:27

lude1962 said:
'engineers report ' but how would you go about finding an engineer to carry out said investigation and produce a report?

'then I believe you can charge Sony for the cost incurred.' but I would have thought if the product wasn't found to be of poor quality etc the you could be seriously out of pocket.

Argument 2, premium product goes wrong twice within 6 months both times indicates there must be a design flaw / use of poor quality components.

Pestering the company for a goodwill gesture should be your first port of call, but if that doesn't get you anywhere this is the legal way to go about it. At least, this is how we got a tumble dryer replaced years out of warranty. Twice.

Skynet5 · 23 Dec 2016 at 11:39

Spoke to Amazon on WebChat. All sorted. They are collecting it on the 28th and giving me a full refund once they have received the item. The guy was very apologetic. Very impressed. This household does literally spend thousands a year with them....but I don't think that had any real sway...I think Amazon are just doing the right thing...unlike Sony.

I will email Sony my email anyway and reword it to at least highlight the decency of Amazon.

Never again Sony. Never again.

Skynet5 · 23 Dec 2016 at 11:40

Scrutinize said:
I swear some of the people supporting the '1 year warranty tough' rhetoric in this and other threads either work for the manufacturers or retailers.

Consumer and credit legislation affords you much more. In this instance by virtue of a repair at 6 months it is already proven to have inherent faults.

However, I don't see why Amazon (using web chat) wouldn't resolve this for you. Just be polite and firm.

Make sure you end chat so you can leave feedback. If they don't resolve leave feedback where appropriate. Then connect again a couple of hours later. The CS agents are KPI'd/scored on feedback. The next agent will see feedback on this case and will be more amenmable.

Thanks for the advice! If I could buy you a beer I would do. Have a very Merry Christmas and a great 2017.

Haggisman · 23 Dec 2016 at 12:41

ubersonic said:
It came with a 1 year warranty, if this was unacceptable you should have bought an extended warranty or a different product with a longer warranty.

You didn't hence you were fine with it being 1 year until it ended.

Buy a replacement, move on.

Shoddy companies just love customers like you

Werewolf · 23 Dec 2016 at 12:52

ubersonic said:
It came with a 1 year warranty, if this was unacceptable you should have bought an extended warranty or a different product with a longer warranty.

n.

The consumer laws in the UK tend to expect goods to last a reasonable amount of time for the cost and type of item.

I doubt anyone would seriously consider a £1000+ piece of electronics with no moving parts lasting 1 year to be reasonable.
Especially if it had already had one failure at 6 months, and then suffered the same (or similar) one just outside the first year.

Skynet5 · 23 Dec 2016 at 13:20

I agree with the above points. Which is why I started this thread. I'm disappointed that a company such as Sony would have this default position, and that I have to rely on the seller to look after me. I know the seller is the one that has to deal with stuff from a consumer protection view..but the mind boggles that the entity that designs and manufacturers the thing can walk away scot-free.

Also confused that some peoples outlook on life is that I bought it without extended warranty so tough?!?! I guess that says a lot about how they approach life and their ability to evaluate what is fair treatment to fellow man. Guess they would be good working at Sony! Lol

Still hopefully there won't be any hiccups. Gonna pack it up good..msome how..and it get collected by DPD I'm going for a Yamaha 2700 and I'll put the change on the mortgage.

Energize · 23 Dec 2016 at 13:32

terley said:
£1,300 soundbar? The ****..

That's what I thought, compared to separate 5.1 speakers they are pretty naff.

Skynet5 · 23 Dec 2016 at 13:38

Energize said:
That's what I thought, compared to separate 5.1 speakers they are pretty naff.

On the contrary...the sound might not be directional but the quality was one of the best I've heard. The speakers were very good...shame about the board that kept frying.

I've done separate before with decent stuff..it is better. But doesn't make bars naff...unless you buy one for £200

Going to get a demo of a ysp2700 next week...

Psycho Sonny · 23 Dec 2016 at 13:51

You guys should google Yamaha YSP 5600 if you think £1300 for a soundbar is eye watering, it's the going rate for a very good one. Also Yamaha >>>> Sony. I wouldn't touch any other company. In fact I've bought 3 yamaha soundbars over the years (1 as an upgrade the other as a christmas gift).

spoffle · 23 Dec 2016 at 13:51

lnoton said:
Yeah. Sony HT-ST9. Tbf the sound is amazing. Shame it keeps breaking.

I got it from Amazon for 1100..

It'll be nowhere near as good speakers and an amp for 1100.

spoffle · 23 Dec 2016 at 13:52

Psycho Sonny said:
You guys should google Yamaha YSP 5600 if you think £1300 for a soundbar is eye watering, it's the going rate for a very good one. Also Yamaha >>>> Sony. I wouldn't touch any other company. In fact I've bought 3 yamaha soundbars over the years (1 as an upgrade the other as a christmas gift).

Sound bars are not a good substitute for a proper speaker system. They're for convenience so really shouldn't be getting to those silly prices.