@argos_online Faulty Sony Bravia bought from Argos

[Doingmybest]

Just needing some advice really.

 

I purchased a TV from Argos on 1 Jan 2019. Worked perfectly until last night.

Unable to make contact with Argos by phone or Live chat as they direct you to the manufacturer. I did call the Sony and they said that as it's out of guarantee 

I would be charged for any repairs.

 

My understanding is that my contract is with Argos and not Sony and it sticks in my throat that I paid £740 for a TV I expected to last around 5 to 7 years

to only last 2 years and 4 months.

 

Argos appear to be making it impossible for a customer to make this type of complaint to them as you can't speak to them or live chat unless it is an existing order or within 45 days.

 

Does anyone have an email address and any advice as to how to take this forward please?

 

 

 

 

[dx100uk]

probably the power supply board gone down? won't turn on? 

nothing to do with sony st all

under CRA 2015 argos have one chance to repair FOC to you but you'll have to get an independent report at cost (refunded by argos) as you are outside 6 mts.

 

Argos complaints email & Phone number | The Complaint Point

[Doingmybest]

Brilliant thanks dx.

[BankFodder]

Come back here when they start to lead you around by the nose and decline any responsibility and we'll take you through the next step

[Doingmybest]

I will do. Just emailing now. Thanks for the quick responses.

[Doingmybest]

Hi,

 

I've received this from Argos. Is what they're saying correct or should they send someone to examine the TV?

 

"I'm emailing today as your email has been forwarded to my department to look into further as it isn't an Argos Store Card query.

 

I'm sorry to read your television has developed a fault and for any disappointment this may have caused.

 

All of our products come with a 12-month guarantee on the provision you're able to provide us with a valid proof of purchase.

 

As your order was originally collected from store, any returns need to be processed on the stores system due to the way they operate, we're unable to access them to action this from a contact centre setting.

 

I can confirm that faults can be reported for up to 6 years after purchase, this does not mean you will qualify for a free repair, full refund or replacement. We would take into consideration the length of time you've had the item and the nature of the fault.

 

As your 12-month warranty has expired, we will now assist you under the 6-year duty of care. We'd be in a position to offer a pro rata refund only for fair usage as outlined in the Consumer Rights Act 2015.

 

With this in mind, we'd kindly ask for you to obtain an independent report conducted by a qualified professional related to your item.

 

It’s really important that your report meets the criteria listed below:

 

•    Be on letter headed paper.

•    Be completed by a registered tradesperson.  

•    State the nature and cause of the fault.  

•    Include your order number, name and address details along with any costs for the report invoiced.

 

Once you have obtained the report, please return your television, proof of purchase and report to your local store and my store colleagues will be happy to assist you with your return."

[dx100uk]

On 26/04/2021 at 19:25, dx100uk said:

probably the power supply board gone down? won't turn on? 

nothing to do with sony st all

under CRA 2015 argos have one chance to repair FOC to you but you'll have to get an independent report at cost (refunded by argos) as you are outside 6 mts.

 

Argos complaints email & Phone number | The Complaint Point

as i said above 

[Doingmybest]

Got it. Cheers

[BankFodder]

Respond to Argos and make it clear to them that you will be getting the report that they are requesting but that if it incurs a fee, you will be expecting them to reimburse you.

Give them two or three days to respond – but if they don't, then don't worry – they have been warned.

[Doingmybest]

Thank you. I will d that

[BankFodder]

Also, you need to start doing some research as to the reasonable life expectancy of this television.

You can be fairly certain that if others do step up to the mark, that they will try to reduce the amount of money that they will pay you.

They are quite right that there has to be a pro rata compensation based on the two years of use as a proportion of the expected life expectancy.

For instance, you have had two years of use. If they say that the set should have lasted for six years – then they will try to give you two thirds.

If you are able to argue that the set should have lasted for eight years, then your position would be that they should refund you three quarters.

I hope you get the picture?

[Doingmybest]

You're right. I have looked into this and the average is around 7 years, taking into account that it's only used for around 4 hours most evenings.

[BankFodder]

Well wait for them to make their offer. Make your pitch for eight and see what happens

[Doingmybest]