Consumer rights question

dowie · 26 Dec 2016 at 15:12

AdamScott85 said:
You can't expect sony to fix something that is outside of the warranty, I understand customers are upset when things stop working, but if it is outside of the stated warranty period I am 100 percent with the manufacturer and would simply not fix it. This is very much debatable I get that, but my opinion as a customer is that if the warranty is over, I would certainly not expect the manufacturer to fix anything.

If you're buying expensive electrical goods it isn't unreasonable to expect them to last beyond 12 or 24 months (or whatever the warrantee period is). And if you've taken care of them and they fail unreasonably soon, through no fault of your own, then that is something you ought to have some comeback on.

I don't expect to replace my fridge, freezer, cooker, microwave, TV etc.. on an annual basis - I expect these things to last a handful of years and I'd expect that if one of them were to completely fail a few months after the 12 month warranty runs out that I'd be able to raise a legitimate complaint with the retailer.

What they then do re: the manufacturer is up to them.

AdamScott85 · 26 Dec 2016 at 15:40

lnoton said:
So you wouldn't fight it? Or you would fight it but feel fine if you didn't get anything?

Thankgod for consumer rights and EU laws...hope we keep them.

Packing it all up tomorrow for collection Wednesday. Settled on ysp-2700 650 in the sale. £450 in the pocket.

I will only buy some manufacturers giving a couple year warranty now.

No I honestly wouldn't fight it mate, if something is out of warranty I would happily accept it. I purchase things going off the warranties for the length of time I know I need them covered, if my products fail outside of the warranty then that's fine with me, I would never expect the manufacturer to fix anything if my warranty is over, why should they? They don't need to or should.

Dannyb01y · 26 Dec 2016 at 16:13

AdamScott85 said:
No I honestly wouldn't fight it mate, if something is out of warranty I would happily accept it. I purchase things going off the warranties for the length of time I know I need them covered, if my products fail outside of the warranty then that's fine with me, I would never expect the manufacturer to fix anything if my warranty is over, why should they? They don't need to or should.

You're the exact person that these companies target extended warranties at and shows why they are a waste of money. If the op had taken this stance they'd be £1k down without a sound system. £1k products should not break twice within the first year.

moogle · 26 Dec 2016 at 16:39

Good result OP, sounds like a ****** product if it failed within warranty and again after repair for the same thing!

I had the same sort of issue with a monitor years back when they made them with crappy capacitors. It just kept failing and failing but after a few emails to the retailer I managed to get a partial refund for using (well whilst it wasn't out for repair!) it.

Stretch · 26 Dec 2016 at 17:12

JBuk said:
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

This. Ask them in writing how long they would expect the item to last. If they say one year, tell the you'll post the response on Amazon reviews.

Skynet5 · 26 Dec 2016 at 17:19

Real mix of opinions here.

Some think I deserved nothing..as 1 yr warranty is up. Some believe I should get something back.

I've never spoken to anyone at amazon before. And my first experience was very very good. Aside from the fact they have offered a full refund..the guy was a decent chap...

Clearly I should not have bothered with Sony second time round and gone straight to amazon..No real time wasted...40mins waiting whilst on hands free.

First time round though...maybe I should have spoke to Amazon first as well though.

Googling the issue there is clearly a number of people with the same problem. (Read last review on Amazon) surprised Sony haven't done a product recall...but I imagine they don't really build or sell many.

moogle · 26 Dec 2016 at 17:51

lnoton said:
Real mix of opinions here.

Some think I deserved nothing..as 1 yr warranty is up. Some believe I should get something back.

I've never spoken to anyone at amazon before. And my first experience was very very good. Aside from the fact they have offered a full refund..the guy was a decent chap...

Clearly I should not have bothered with Sony second time round and gone straight to amazon..No real time wasted...40mins waiting whilst on hands free.

As someone mentioned earlier in the thread, Amazon have set the bar for CS (JL, RicherSounds and others with the longer warranty too). Maybe you'll use them for more in the future now you've seen the level of service you get. I'll always buy from them even if they might be dearer (rarely though).

danielanthony · 26 Dec 2016 at 17:57

Surprised at the number of people on here who would be happy to buy a premium product which only lasts 12 months.

Skynet5 · 26 Dec 2016 at 18:41

moogle said:
As someone mentioned earlier in the thread, Amazon have set the bar for CS (JL, RicherSounds and others with the longer warranty too). Maybe you'll use them for more in the future now you've seen the level of service you get. I'll always buy from them even if they might be dearer (rarely though).

Yup. I actually avoided buying purchases from Amazon because I was worried about returns of larger items.

They have always been good for returns (and in many cases not asking for return of <$10 products) just didnt realise they would be so good when it came to expensive electrical.

They are my goto now even for this type of stuff. Shame they don't sell the YSP-2700. I'm tempted still by the Playbar...as I have lots of Sonos. But really only having optical in would suck long term. My OLED has loads of HDMI...so I don't really need the switching...but it seems so limiting.

Skynet5 · 26 Dec 2016 at 18:42

danielanthony said:
Surprised at the number of people on here who would be happy to buy a premium product which only lasts 12 months.

I guess they would seek longer warranty from the likes of JL or RS...

moogle · 26 Dec 2016 at 18:55

lnoton said:
Yup. I actually avoided buying purchases from Amazon because I was worried about returns of larger items.

They have always been good for returns (and in many cases not asking for return of <$10 products) just didnt realise they would be so good when it came to expensive electrical.

They are my goto now even for this type of stuff. Shame they don't sell the YSP-2700. I'm tempted still by the Playbar...as I have lots of Sonos. But really only having optical in would suck long term. My OLED has loads of HDMI...so I don't really need the switching...but it seems so limiting.

Yeah for specialist or niche products they may not always have it but they're expanding. A few years back they didn't have many PC components (maybe full builds from Dell or HP) and I wouldn't have bought those from them seeing as they wouldn't have any idea how to deal with any issues on certain items, but once you're used to their service you wouldn't choose any other.

lnoton said:
I guess they would seek longer warranty from the likes of JL or RS...

I suspect JL and RS offer that longer warranty because they wouldn't choose rubbish/poor quality products to sell, and like has been mentioned here, they take the returns on as the good customer experience/PR probably outweighs their incurred costs.

AdamScott85 · 26 Dec 2016 at 20:28

Dannyb01y said:
You're the exact person that these companies target extended warranties at and shows why they are a waste of money. If the op had taken this stance they'd be £1k down without a sound system. £1k products should not break twice within the first year.

I don't take out extended warranties, so no I am not that type of person. The warranty that comes with the products is plenty for me.

Dannyb01y · 26 Dec 2016 at 21:03

AdamScott85 said:
I don't take out extended warranties, so no I am not that type of person. The warranty that comes with the products is plenty for me.

You're a dream consumer then. Someone who doesn't act on their consumer rights when a £1k product fails twice for the same thing within just over a year.

Skynet5 · 26 Dec 2016 at 21:57

Dannyb01y said:
You're a dream consumer then. Someone who doesn't act on their consumer rights when a £1k product fails twice for the same thing within just over a year.

That does seem a little odd adamscott. You must not value the £1 coin as much as me! I expect my coins to work pretty damn hard.

Billies Bangers · 26 Dec 2016 at 22:26

You have six years in which to make a claim under UK legislation.

However, looking at the date you purchased your product it appears to be covered under the new Consumer Contract Regulations. This legislation gives a company just one opportunity to make a repair. If it isn't successful (and it doesn't look as though the repairs to your product had was) then they must offer to replace the product or offer you a refund on a pro-rata basis.

Far to many companies seek to wriggle out of their obligations stating their product only has a twelve months guarantee. A court would be likely to rule on what a product of that type and cost could reasonably be expected to last for.

One word of caution - your contract is actually with the retailer who sold you your product.

Skynet5 · 29 Dec 2016 at 17:27

News in.

Soundbar picked up yesterday by dpd. Amazon received today and have refunded me. Interestingly 4.75 more than I paid. Perhaps some quirk around postage costs at their end.

Also picked up the Yamaha 2700 yesterday. Doesn't look or sound as good...(still breaking in) but I'm happy.

:-)

TwsT · 29 Dec 2016 at 19:50

glad you got it sorted op,

surprises me really my parents first sony TV lasted 28 years their second one was still working when they switched to a flat screen. Useless fact they paid the same for their trinitron in 197X that they did for the replacement 28 years later.

Skynet5 · 29 Dec 2016 at 20:19

TwsT said:
glad you got it sorted op,

surprises me really my parents first sony TV lasted 28 years their second one was still working when they switched to a flat screen. Useless fact they paid the same for their trinitron in 197X that they did for the replacement 28 years later.

Thanks mate.

On a smaller scale my mum and dad have a lightbulb in the utility room that has lasted 15years! Stuff just ain't built like it use to be.

TwsT · 29 Dec 2016 at 20:40

AdamScott85 · 31 Dec 2016 at 13:06

Dannyb01y said:
You're a dream consumer then. Someone who doesn't act on their consumer rights when a £1k product fails twice for the same thing within just over a year.

If my product fails within the warranty, then I will claim for it obviously, outside of the warranty I will happily accept it and move on. Only 1 time have I ever asked for something outside of warranty, that was 2 small parts from an old R.A.T mouse, I contacted their customer service asking if they still have these small parts in stock and said if so can I buy some, they said yes that isn't a problem, but instead of making me buy them, they just sent me them. I would have preferred to pay for them though, that is just me.