Faulty new TV, can anyone help with consumer rights please ?

[dannyd0g]

Last week I treated myself to a new Panasonic LCD television, purchased at a discount but still a lot of money over the internet. Unfotunately within a few days of receiving, it developed a horrible buzzing noise. It didnt do this for the first 4 days.

I am having a lot of trouble with Dixons helpdesk trying to get them to refund/replace the set. As yet they wont even accept that it is faulty. They keep coming out with things like "its a new technology this is what it does", "our recommended guidelines are that you sit 12 feet away from the set and have at least on 1/4 volume".

On each point I believe the helpdesk is just trying to fob me off. 1/4 volume is very loud and i am not deaf. That is not the uncomfortable level i want to watch it at. Plus as a snooker fan - the game contains mostly quiet moments, i dont these ruined by a nasty buzzing. Also i only live in a small terrace and my living room is not big enough to sit twelve feet away !

Dixons are going to send an engineer out "to see if it is faulty". Like i'm making it up. Possibly the engineer will just agree with me and ok it for refund/replacement. But if he doesnt and sticks to their "reccommended guidleines" what can i do ? Personally i dont give a monkeys about their bull*** reccommended guidleines. I think that is just something they have conveniently made up to try to get out of their obligations.

I have been surfing the internet, and apparently it is a known glitch on these new Panasonic TVs, and many many people have been sending them back for replacing. It would seem that Dixons are trying to save some costs by trying to get out of this.

Does anyone know what my rights are, and how i go about insisting on a refund/replacement

[Sam147]

Hi danny,

Sorry to hear about your problem... I have a Samsung LCD TV & I don't have that nasty buzzing sound, nor do I have to sit 12 ft away or turn the volume to 1/4

They're definitely trying to save up by this lame arguement hoping u'd give up eventually but I would say; consumer rights have to be served here & I'm assuming the set is within a warranty period so basically u have the right to either get it fixed 4 free or have it replaced at their own expenses.

I believe you should file a formal complaint to the Customer Service Manager at Dixons & send a copy of your complaint to the Panasonic Customer Service Dept. online.

I hope the problem gets solved pretty soon

[dannyd0g]

Thanks Sam. The set is only about 10 days old.

What worries me is that the engineer will come out and say the buzzing is not a problem. Though to me it is a problem and is clearly a fault with the set.

How can i win in this scenario if the engineer says there is no problem and i say there is ?

[dantuck_7]

Isn't there a 30 day period where you can send electrical goods back even if they are working okay?

[dannyd0g]

Isn't there a 30 day period where you can send electrical goods back even if they are working okay?

According to Dixons - there is a 30 day period where you can change your mind and return an item. But only if the product is unused ! (And the packaging must also be undamaged)

Unfortunately I cant meet that criteria.

[Sam147]

No worries danny, if he says it's not a problem, u should insist that it annoys u (the customer is always right & has to be satisfied eventually)... like u said it IS a problem for u & that's what matters, i'd insist it's a problem yet remain calm to win the argument & if he can't be bothered, please file an official complaint to the company... it's a hassle but has to be done sometimes...

[craigslater]

I would ask to speak to someone in higher authority, the store manager or if he refuses to admit a problem ask for someone above him, if you do this he will soon offer to help as he wont want you to go over his head.........

[snooky147]

The reccomended viewing distance of 12 feet is usually for a large screen tv. When I bought my 50 inch LCD 12 feet was the maximum distance I had but it's no problem watching it closer if you have to. As for the buzzing , thats just not acceptable, keep pushing at them and DONT give in.

[davis_greatest]

According to Dixons - there is a 30 day period where you can change your mind and return an item. But only if the product is unused ! (And the pacakaging must also be undamaged)

Unfortunately I cant meet that criteria.

Ignore the 30-day period. That is in addition to your statutory rights under the Sale of Goods Act.

Do you want your money back or a replacement TV?

Under the Sale of Goods Act, goods must be of satisfactory quality. Indeed, if goods are less than six months old, which is the case here, it is up to the retailer to prove that the fault was not present at the time of purchase.

I suggest you contact head office by phone and tell them that you are rejecting the television in accordance with your statutory rights under the Sale of Goods Act, on the grounds that it is faulty, and explain that you are putting this in writing with the following letter.

Dear

Re: Panasonic Television [model]

On [date] I bought the above Panasonic television from [Dixons website]. On [date], 4 days after purchase, it developed a serious fault. It makes a loud buzzing sound while being viewed. I informed you of this fault on [date].

Section 14 of the Sale of Goods Act 1979 requires you to supply goods of satisfactory quality. The fact that the television showed defects shortly after purchase demonstrates there was an inherent defect at the time of purchase, and that it was not of satisfactory quality. You are therefore in breach of contract.

In these circumstances I am legally entitled to reject the television and to claim a full refund of the full purchase price of £[enter price], or a replacement television from you. I look forward to receiving your cheque for this sum or a replacement television within the next 14 days. If you fail to reimburse me I shall have no alternative but to issue a claim against you in the county court for recovery of the money without further reference to you.

Yours sincerely
dannyd0g

[davis_greatest]

Forgot to add - if the letter doesn't work, then for £20 I will come and collect the TV and "dispose" of it for you, provided you throw in a decent surround sound system.

[dannyd0g]

Many thanks DG ! That is pretty damn impressive.

It gives me plenty of ammunition if they are going to continue to be difficult.

[MrRottweiler]

After the problems you've had from their customer service I would also demand they offer you some form of compensation. Speak to the customer service manager and say you will write to the chief executive if they don't offer something. No manager wants to be eyeballed by the CEO, it wont help their annual appraisal. As the set is only 10 days old its illigal for them not to replace/refund it although they will always say otherwise.

[ADR147]

without question any item electrical bought in the uk can be returned within 12 months under the sale of goods act - in this case because its not fit for purpose - makes no difference what dixons policy is !!!

[dannyd0g]

More great replies - thanks guys.

Can they still get me on the "LCD televisions do buzz" line though ? IMO the set is faulty and I am not happy with it. They might continue to say 'its not faulty - this is what LCD televisions do'.

I've heard that some of these sets do buzz and some dont, some louder than others, some people are bothered by it and some people arent.

I will certainly come back with ADR 147s line about it doesnt matter what their policy or recommended guidelines are, whether they recommend i use 1/4 volume and sit 12 feet away or not, the set is still faulty and they have to replace it. I will see what they say to that.

[ADR147]

More great replies - thanks guys.

Can they still get me on the "LCD televisions do buzz" line though ? IMO the set is faulty and I am not happy with it. They might continue to say 'its not faulty - this is what LCD televisions do'.

I've heard that some of these sets do buzz and some dont, some louder than others, some people are bothered by it and some people arent.

I will certainly come back with ADR 147s line about it doesnt matter what their policy or recommended guidelines are, whether they recommend i use 1/4 volume and sit 12 feet away or not, the set is still faulty and they have to replace it. I will see what they say to that.

does not matter in the slightest if they say lcd tv's buzz (mine does not by the way its a loewe and its superb) if you can't get on with it then its not fit for purpose and they are obliged to take it back - and i think the courier cost etc are for them aswell.