Quick SOG question

Scort

Scort

Scort

Soldato
Joined
28 Feb 2006
Posts
5,196
Location
No longer riding an Italian
Situation – my LG 37” LCD has gone kaput, the ‘tech guy’ came and had a brief look, but said it would need to be sent away for repair, so that’s a potential wait of ~28 days.

The TV was purchased in November 2007, I didn’t take extended warranty out, as I thought it was a bit of a rip-off on my previous Samsung, besides, the Sale of Goods Act seems to cover me well enough.

Anyway, my question is that for the next potential 28 days, we will have no TV, and the store said they cannot provide a ‘loan’ TV, as I didn’t take out the extended warranty.

Now this clause in the Act is the one I am looking at:

Sale of Goods Act 1979 said:
A purchaser who is a consumer, i.e. is not buying in the course of a business, can alternatively request a repair or replacement.
Click to expand...

Now, they are picking up the TV today for a repair, but can I request a replacement instead? It’s hard to make out if that is one of my rights?

Any info is appreciated.

Scort.
 
Thanks semi-pro waster, I did consider this, but where there's a glimmer of hope.... :D

Scort.
 
Ok, an update – and a further question(s):

The TV came back to us on the 5th – the entire screen had to be replaced. When my dad took delivery the guy unpacked it from the shipping wrap, set it up and then left, giving us a copy of the paper work and the tick boxes indicating whether there was any damage to the TV or property were left unchecked; the guy was in a rush.

So the first issue – whilst in the care of the store, the facia has become damaged, there are rub marks on the front at the top, where either the shipping wrap has been rubbing, or straps.

Today, another issue has arisen – the same fault with the screen going off!

So, as per my limited understanding of the SOG act, I am entitled to a repair or replacement, but it is the store who decides which one I get. But, in light of the fact they A damaged the TV and B haven’t fixed the issue, am I able to argue for a replacement only now?

Opinions are needed and welcomed guys.

Thanks,
Scort.
 
It doesn't sound to be fit for purpose so I'd definitely suggest pushing hard for a replacement. Legally I think they are still entitled to offer a repair instead but you should be in a stronger position given they haven't made a satisfactory repair in the first instance.
 
A replacement screen would also only need to be of equivalent quality as the one it was replacement of, so don't expect a new one. You're more likely to get a refurb of a similar age.
 
Just called again, tried the store first, just to have them explain what the standard years' guarantee offers and the guys said that ultimately it is up to the service centre to decide when to replace.

Called the service guys and they will have to come out again first, then decide if the TV needs to be collected, but this time I asked for a loan TV, as a goodwill gesture seen as they damage the TV and haven’t fixed it. Although I only spoke to a call centre jockey, he said it shouldn’t be a problem – will hold them to this when I call tomorrow.

Old man is not a happy bunny at the moment, it doesn’t look like LG will be a purchase ever again either!

Scort.
 
From somewhere that shares a name with a type of food - hopefully that doesn't break the rules?

Scort.
 
I used to work for them on the returns/customer service desk.

Only if the machine is deemed beyond economical repair will they replace it, but as it is a fixable fault, they will keep coming out.
Obviously if they have to make several successive call outs in a small amount of time, you should be able to press for an exchange. You will NOT get a refund.
 
Thanks for the info Rossi, I don't mind them trying to fix it again, I got the impression for talking to both the store and service desk that this is the only option, I just hope that this time (in light of the damage they caused) they are kind enough to give us a loan TV for the duration.

I have to call tomorrow as they were having problems with the booking system, so I will press them for a replacement initially, but will eventually begrudgingly give up, and then press for a loan TV; as a ‘goodwill’ gesture.

Fingers crossed for tomorrow…

Scort.
 
Scort said:
Thanks for the info Rossi, I don't mind them trying to fix it again, I got the impression for talking to both the store and service desk that this is the only option, I just hope that this time (in light of the damage they caused) they are kind enough to give us a loan TV for the duration.

I have to call tomorrow as they were having problems with the booking system, so I will press them for a replacement initially, but will eventually begrudgingly give up, and then press for a loan TV; as a ‘goodwill’ gesture.

Fingers crossed for tomorrow…

Scort.
Click to expand...
I would personally advise against pushing for a replacement. I work for them currently on customer service and they definitely won't give one. You are better off just explaining the issue and the story surrounding it and asking if you could have a loan unit. If you give them a reason to say no initially it's just as easy to say no a second time.
 
Thanks for the tip SKaRT, you're probably right too, I'm pretty nice on the phone, so would rather go softly softly and get a good result, then go in demanding stuff and get the other person's back up, resulting in the aforementioned “no”.

Scort.
 
Oooh, progress and a resolution today, yay!

Rang up the ‘technical guys’ ;) this morning and explained nicely the two issues, the chap then gave me the direct number for the department, or company, that actually does the repairs.
Spoke to a very helpful lady who again took all the details then gave me the news that all repairs have a 25 period to be completed, after this; the TV will have to be exchanged.

After she went away and checked everything, she pointed out that the 25 days will expire Monday next week, so in order for us to have another repair, the TV will have to be collected, processed and repaired before then – basically she agreed there was no chance of this.

To my delight, and that of my father’s too, she told me that when the period expires, we can take the TV to the store and have it replaced, but as there was a week to go before then, she couldn’t say for certain.
So, I make a call to the newly reopened store and speak to customer services, again replaying the history and what this other lady had told me, I was then told I would get a call back.

Fast forward a few hours and I get a call telling me it’s ok to bring the TV as-is to the store and have an exchange – result!

So, as far as I am concerned, I think I’ll avoid LG in the future!

Oh, and if anyone is interested, the TV was an LG37LF65 LCD – worryingly, when I spoke to the technician who came out initially, it sounded like it may be a known fault :(

Scort.
 
You must log in or register to reply here.
Back
Top Bottom