TV Fault, Retailer or Panasonic to deal with first?

[kingofkings]

Hello,

 

Just after a small bit of advice before I need to contact Panasonic if this is the case.

 

I recently emailed the retailer / online store that I purchased a 3DTV (42VT30) from in January of this year for £1,024.

 

I've contacted them by email of a fault I believe has just delevoped but they are telling me to contact Panasonic and get a Panasonic Service Centre to look after me and take a look at the fault it seems, but I believe that this could cost me even though the Television is still under warranty.

 

Here is the following coversation with this Company with regards to the fault I've found, in my first contact I made a mistake on the date of purchase but later told them the correct date, anyway here it is.

 

Hello,

 

I purchased a Panasonic TX-P42VT30B on 16/01/2011 / Order Number: R111865 and I am little concerned about that there may be a fault if it is a fault that has currently developed in the past couple of weeks.

 

When the Television is turned off after some hours of usages during evening viewing the standby light flashes red continuously but after the Television is turned back on again it goes away and it only seems to do it after the TV has been on for a long period of time, also this has only happened the once and I've not had a repeat of this but after turning the Television back on it instantly turned itself off again.

 

I'm not sure as I've said that it is a fault or if the TV is doing something or expecting something to happen but isn't.

 

Do you have any advice on this or heard of it before?

 

Thanks,

 

Regards,

kingofkings

 

And their response to me was

 

Hi

 

You could try a Shipping Condition reset through the menu as a starting point.

 

There are different states of LED flashing which can indicate timer recordings etc, check the manual for this.

 

If it appears to be a fault please contact Panasonic Customer Services:

 

http://www.panasonic.co.uk/html/en_GB/Support/Contact+us/220263/index.html

 

Regards

 

TPS Satellite & Digital TV Specialists

e-mail answers@tps.uk.com

http://www.tps.uk.com

Tel 0161 344 0123

Fax 0161 344 0124

The Perfect Signal Ltd

Registered Office:

180-182 Stamford Street

Ashton-under-Lyne

Lancashire

OL6 7LR

Registered in England and Wales

Company No. 3192634

To which I replied to them with

 

Thanks for your response.

The blinking lights should not related to any recordings or timer recordings as that facility is not used.

Also, the protective screen coating on Television seems to have scuffed from when the Television set was previously cleaned, but can be assured that it was only cleaned with a soft microfibre cloth with care, so not quite sure as to why the protective screen coating has a smear like scuff, but returning to the original fault. I have just realised that I made a mistake in my previous email to you, the purchase was on 16/01/2012 / Order Number: R111865 and not in 2011 as I incorrectly indicated.

Would this 12 month warranty that is provided from the date of purchase be with yourselves or Panasonic, if so then I will need to contact Panasonic Customer Services but wanted to clarify this before I proceed.

Regards,

kingofkings

 

 

And their most recent reply, which has caused me to create this thread asking for advice was

 

Hi

 

You contact Panasonic Customer Services who will appoint a Service Centre to look after you

Regards

TPS Satellite & Digital TV Specialists

e-mail answers@tps.uk.com

http://www.tps.uk.com

Tel 0161 344 0123

Fax 0161 344 0124

The Perfect Signal Ltd

Registered Office:

180-182 Stamford Street

Ashton-under-Lyne

Lancashire

OL6 7LR

Registered in England and Wales

Company No. 3192634

[blitz]

Your contract is with the retailer and you can insist that they deal with the issue.

[rebel11]

Hi king

 

Have a read of 11, 12 and 13 in my signature.

[kingofkings]

Thanks for the replies, I've read the advice given and have typed out a reply to the Retailer, I've not mentioned anything related to Distance Selling Regulations in this response as will first try to warn them of their obligations under the Sales of Goods Act 1979.

 

Before I send off my response, would be able to check for me if this is the proper response with regards to what I've already communicated with them?

 

Thanks for any advice in advance.

 

Thank you for your response but you have not answered my question to whether the warranty is with yourselves or Panasonic, further to this the Sales of Goods Act 1979 (as amended) states that when a consumer buys goods from a trader they must be: as described; of a satisfactory quality; and fit for any purpose made known at the time of sale to the seller.

This legislation also states that the seller, not the manufacturer, is legally obliged to sort out a problem if the goods do not meet these requirements.

As I have stated that there may be a fault with the television due to the blinking lights situation is it up you to contact Panasonic Customer Services to deal with any repair / replacement / refund of the Television under the Sales of Goods Act 1979 as amended.

 

I have also noticed that there is a green tinge as well as some vertical banding when viewing some content on the panel itself, so in my view the Television is not fit for its intended use and therefore should be repaired / replaced or refunded as noted under the Sales of Goods Act 1979 as amended.

 

Regards,

Kingofkings

Edited July 4, 2012 by kingofkings

[rebel11]

Hi king

 

This guide is actually for retailers, http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf

[kingofkings]

Hi king

 

This guide is actually for retailers, http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf

 

Thanks, but regarding my repsonse quouted in my last reply to this thread, would that be suitable or will it need to be amended?

 

Thanks.

[rebel11]

'Thank you for your response but you have not answered my question to whether the warranty is with yourselves or Panasonic', you purchased it from the 'retailer' so your warranty is with them, all your communications are with the 'retailer' they shouldn't palm you off. The letter is fine.

[kingofkings]

'Thank you for your response but you have not answered my question to whether the warranty is with yourselves or Panasonic', you purchased it from the 'retailer' so your warranty is with them, all your communications are with the 'retailer' they shouldn't palm you off. The letter is fine.

 

So should I go ahead and send the whole letter, or just the bit you've picked out? "Thank you for your response but you have not answered my question to whether the warranty is with yourselves or Panasonic".

 

Just want to make sure before I go ahead.

[rebel11]

The Sales of Goods Act 1979 (as amended) states that :- when a consumer buys goods from a trader they must be: as described; of a satisfactory quality; and fit for any purpose made known at the time of sale to the seller.

This legislation also states that :- the seller, not the manufacturer, is legally obliged to sort out a problem if the goods do not meet these requirements.

As I have stated that there is a fault with the television due to the blinking lights situation is it up you to contact Panasonic Customer Services to deal with any repair / replacement / refund of the Television under the Sales of Goods Act 1979 as amended.

 

I have also noticed that there is a green tinge as well as some vertical banding when viewing some content on the panel itself, so in my view the Television is not fit for its intended use and therefore should be repaired / replaced or refunded as noted under the Sales of Goods Act 1979 as amended.

[kingofkings]

Thanks, I'll get the email sent off straight away and hopefully they will no longer fob me off.

[kingofkings]

Well I've heard back and this is the response

 

The TV has as standard a 12-month warranty from Panasonic.

 

In the event of service requirement you simply contact Panasonic customer services. We could contact them on your behalf but they will just ask us to ask you to contact them.

 

They have a network of service centres specifically geared up to helping customers all over the UK which avoids the need to return it to the supplying dealer which may not be local to you.

 

I'm now at a lost of what to do as it seems they are still trying to fob me off and deal with Panasonic rather than the company who sold me the Television.

 

What do I need to do next, I've read almost of all documentation I've been referred to in this thread but just still trying to get my head around it all.

 

 

I should say though, I currently live in Bristol and the Store is in Lancashire so any attempt of me returning the item anyway would have to via courier and I'm assuming since the weight of the Television is 23kg it's not going to be cheap.

Edited July 5, 2012 by kingofkings

[rebel11]

Hi king

 

How did you purchase your TV?, e.g. Credit Card.

[kingofkings]

Unfortunately by Debit Card as do not own any Credit Cards.

[kingofkings]

And I've decided I'm now going to email Panasonic Customer Care about the fault I reported to the retailer as it will most likely be the case (as I've read) that it could take a while for them to respond.

[rebel11]

Hi king

 

I think you should still get the 'retailer' to make arrangements, but as a matter of interest,

 

how close is a Panasonic Centre to your location?:-

 

http://www.panasonic.co.uk/html/en_GB/Support/Service+information/Repair+Centre+Locator+UK/220257/index.html;jsessionid=0a6d28f630d851306653178544279e14beded8bab4a8.e38Ka38Sax4TbO0LaNyNbxyLaNeLe6fznA5Pp7ftolbGmkTy

[kingofkings]

Well it seems the Retailer is trying to say that even they make the arragements they with Panasonic, Panasonic will still want to deal with me... In any case I do agree with what you are saying but it rather than having to keep emailing replys back and forth I may as well just contact Panasonic to progress things along in any case. If and when Panasonic reply with details of what I need to do or if they will send someone out to look at the TV, of course I will have an engineers report so if Panasonic don't replace / repair the TV I can always go back to the retailer with the report and see what can be done etc.

 

I'm just getting more and more confused by the day and I do have some other issues with Tax Credits to sort out so everything is 'going wrong' at this moment in time for me so it's not easy at the moment.

 

Anyway in response to your question about where is the closest Panasonic Centre to me here is the two listing when inputting my post code.

 

20 miles GOGGLEBOX TV AND VIDEO

Unit 6 Lynwood Business Park

Bishopsworth

BRISTOL

BS13 7TT

 

tel: 01179 358989

Email:info@goggleboxtv.co.uk

web:www.goggleboxtv.co.uk

 

 

78 miles GENSERVE(GENERAL TECHNICAL SERVICES)LTD

11 CAEN VIEW

RUSHY PLATT

SWINDON

SN5 8WQ

 

tel: 01793 886333

Email:info@genserve.co.uk

web:genserve.co.uk

[rebel11]

O.K. contact Panasonic see what they say, but the 'Retailer' is responsible as per SOGA, they've told you to contact Panasonic. Just one other thing, have you checked/replaced all the leads on the back of the set., Do that first, it could be a faulty lead.

 

Well it seems the Retailer is trying to say that even they make the arragements they with Panasonic, Panasonic will still want to deal with me... In any case I do agree with what you are saying but it rather than having to keep emailing replys back and forth I may as well just contact Panasonic to progress things along in any case. If and when Panasonic reply with details of what I need to do or if they will send someone out to look at the TV, of course I will have an engineers report so if Panasonic don't replace / repair the TV I can always go back to the retailer with the report and see what can be done etc.

 

I'm just getting more and more confused by the day and I do have some other issues with Tax Credits to sort out so everything is 'going wrong' at this moment in time for me so it's not easy at the moment.

 

Anyway in response to your question about where is the closest Panasonic Centre to me here is the two listing when inputting my post code.

 

20 miles GOGGLEBOX TV AND VIDEO

Unit 6 Lynwood Business Park

Bishopsworth

BRISTOL

BS13 7TT

 

tel: 01179 358989

Email:info@goggleboxtv.co.uk

web:www.goggleboxtv.co.uk

 

 

78 miles GENSERVE(GENERAL TECHNICAL SERVICES)LTD

11 CAEN VIEW

RUSHY PLATT

SWINDON

SN5 8WQ

 

tel: 01793 886333

Email:info@genserve.co.uk

web:genserve.co.uk

[kingofkings]

Just an update whilst I was posting another in another thread.

 

It's not a lead problem, as the fault of a green tinge and vertical banding has effected most of the 2011 models of Panasonic sets and I believe the fault has been proved by many people of the owner of the sets, just that my problem has only started recently but some people have had it since day one. I'm not too sure if Panasonic have admitted the fault but I've seen most people having their sets replaced but of course they've been able to return their set to point of sale whereas as I've ordered my online as shown in this thread, returning the TV is going to be a bit of a problem.

 

I've kept the box for the TV so that if it did have to be returned, it would be easier but actually getting the TV set looked at or request for it to be returned and replaced has been quite slow at this point as I've yet to actually hear a response from Panasonic Customer Services, hence the reason why I didn't want to contact them in the first place, and secondly I didn't want to have to pay a call out fee if the person looking at the set decides in his report there is nothing they can do.

 

One of the Panasonic Customer Service Centres listed is Google Box TV, so since I've heard nothing from using the contact form via the Panasonic Website, I may have to contact the Service Centre Directly in that case.

 

I just don't want to be left with a TV that is making viewing not watchable in some instances as well as having to had spent £1,024 for a TV set that is not up to the job, considering the price.

[rebel11]

Hi King

 

You could the Managing Director in the UK:-

 

Write a Formal Letter of Complaint, mark it as such, Explain whats happened and what you would like him to do.

 

Send it to:-

 

Keith Evans, Managing Director

keith.evans@eu.panasonic.com

 

Some tips:- http://www.dailymail.co.uk/femail/article-1242161/How--write-letter-complaint.html

Write a Formal Letter of Complaint, mark it as such, Explain whats happened and what you would like him to do.