Dead Sony TV - What are my rights

sepulchre · 19 Apr 2017 at 19:55

So, my 8 month old Sony TV (55XD9305) died completely at the end of March, I got it back today and it worked for less than an hour before dieing again (when I say dieing, I mean totally dead, it wont power on).

As its now been repaired once and developed exactly the same fault again what are my options, can I ask SONY now to replace the TV?

I will be on the phone with them in the morning so any quick advice is appreciated.

Thanks in advance

sepulchre · 19 Apr 2017 at 21:43

thanks, found it. Guess what, same exact TV!

sepulchre · 19 Apr 2017 at 23:05

Ordinarily I would agree, but having bought it from Currys there was no way I was going to deal with those muppets

sepulchre · 20 Apr 2017 at 09:09

nope, local to me. Dundee.

They are picking it up again within the next hour

sepulchre · 20 Apr 2017 at 17:26

MOOGLEYS said:
Section 75 is 6 years to make a claim same as your consumer rights.

If they have repaired it and it now is faulty again you are entitled to a refund and also costs involved. Best to speak with citizens advice as they have draft letters you can use etc.....

OK I will do thanks.

The Service centre is being really good. They tested it again today and diagnosed the same part has failed. Here's the rub, the part is now on back order with Sony. Sony are being pretty poor though, I've spoken to them again and now it will be escalated. I've been told to expect a call back within 24-48 hours, which puts this into Monday.

I found this on the which.co.uk site - "If an attempt at repair or replacement has failed, you have the right to reject the goods for a full refund or a price reduction - if you wish to keep the product"

I will follow up on this point directly with Sony in the morning.

Honestly I'm really not happy. I wont buy another Sony TV after this.

sepulchre · 20 Apr 2017 at 17:28

Psycho Sonny said:
this is why I only ever buy TV's from John Lewis

Well they are no better, I've also had conservatory furniture delivered this week with 3 separate faults and I'm just getting the run around from them. Not my week it seems!

sepulchre · 20 Apr 2017 at 18:10

jpaul said:
Did you already put Curry's in the picture ?, are you obliged too, presumably they will be involved in a refund/exchange or temporary set.

From the 'which' remark, it sounds as though demanding a refund, at just 8 months in, maybe cleanest solution.

I went direct to Sony as the TV is beyond the 6 months age at which curries would be obliged to do anything, after this time they would have referred to Sony who would have sent out the same repair agent I have. However this will probably make demanding a refund tricky, I will see.

sepulchre · 20 Apr 2017 at 21:49

Agreed. I didn't consider that at the time. I figured it would be repaired and that would be the end of it, and in that case avoiding the currys muppets was a good plan. Live and learn I guess.

sepulchre · 20 Apr 2017 at 22:46

Not yet. I'll see how it goes with Sony tomorrow. Service centre said they would probably swap the TV. To be honest I've been really happy with it in terms of picture quality and function so I'd be quite happy with a swap. If they don't play ball then I'll call Currys and see what they say.

sepulchre · 21 Apr 2017 at 09:12

Vern1961 said:
Ouch, we have one of these purchased from JL just under a year ago. What part failed, did they say? Ours has an odd habit of switching itself off then on again (re-booting?) mid programme but has never failed completely (yet). However it can sometimes be sluggish to operate and has gone through periods when not all the apps want to work.

Its the DPS board, loads of hits when you google this unfortunately

sepulchre · 21 Apr 2017 at 10:12

MOOGLEYS said:
It's nothing to do with Sony any warranty with them is in addition to your rights. You need to claim against the retailer and you have up to 6 years to do this. Your contract is with the retailer not Sony.......

Having bypassed the retailer you have made things a bit more complicated if you claim against them.

have a read here..

http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

FYI, I called Currys customer services this morning, their automated system directs you to call Sony directly so by chance I have followed the correct procedure according to Currys

So I went into my local store to discuss with them, finally I'm making some progress I hope! If the repair is not completed by Friday 28th (28 days since initial fault developed) currys will instigate an exchange.

sepulchre · 23 Apr 2017 at 20:11

Vertigo1 said:
That's what I said! Even though you're within the manufacturer's warranty period, you deal with the retailer who then deal with the manufacturer.

Not if its currys as they punt you directly to the manufacturer

sepulchre · 24 Apr 2017 at 09:38

Vertigo1 said:
By law your contract of sale is with Currys and they're obliged to sort it out for you.

So far they are being quite good, if the TV is not fixed by Friday they will do an exchange in store for me.

sepulchre · 25 Apr 2017 at 13:46

Good update today

Sony couldn't supply the parts to repair my TV until early May and still couldn't supply an actual date. This takes it past Friday this week so Currys called me to confirm I could swap the TV for another one.

I went to the store this afternoon and received a full value exchange, so went for they 2017 model Sony KD55XE90, which came free with the Sony HT-CT290 soundbar and sub and a new 5 year warranty - I'm happy with that outcome

Currys have been fantastic through all of this, honestly they couldn't have done any more for me, they kept me updated and were clear about the options available to them and myself. Top marks!