11 month old DVD player faulty - complain to Toshiba or Currys? - HotUKDeals
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11 month old DVD player faulty - complain to Toshiba or Currys?

sickly sweet Avatar
7y, 2m agoPosted 7 years, 2 months ago
My DVD player makes a hideous and loud high pitched noise and I was wondering who I complain to/ask for it to be fixed, the manufacturer (Toshiba) or the retailer (Currys)? It's 11 months old. Thanks.
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sickly sweet Avatar
7y, 2m agoPosted 7 years, 2 months ago
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1 Like #1
I would try the retailer first as they actually sold you the goods.
#2
kjbenja
I would try the retailer first as they actually sold you the goods.


Thanks. I just didn't know because it's 11 months old - I'll take it in next week and see what they say, I hope they are nice and helpful!
1 Like #3
kjbenja
I would try the retailer first as they actually sold you the goods.


+1,
Always take it back to where you bought it from, dont let them fob you off saying that you should take it up with the manufacturer as this is incorrect.

http://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchan
#4
JasonMason
+1,
Always take it back to where you bought it from, dont let them fob you off saying that you should take it up with the manufacturer as this is incorrect.

http://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchan


:thumbsup: Great info, though I hope I don't have to prove I didn't cause the fault. There are a number of complaints from people online who have had the same problem with the same model so I might print that out and take it with me. I hate having to do things like this, grrr, why can't things just work!
#5
sickly sweet
:thumbsup: Great info, though I hope I don't have to prove I didn't cause the fault. There are a number of complaints from people online who have had the same problem with the same model so I might print that out and take it with me. I hate having to do things like this, grrr, why can't things just work!


I dont think that you have to prove that you didnt cause the problem.
From reading that piece of the info it just has to have worked initially and be worth what you paid for it and last a reasonable amount of time, For me if i paid £100-£150 for a DVD player i'd expect to get at least 3 years good use from a player without it developing a fault or problem.
Take it back, tell them what its doing and dont leave till you get a replacement or a refund. If they start messing you around ask to see a supervisor.

Have to say that most times i've had to return a faulty item its been a hassle free experience.
#6
JasonMason
I dont think that you have to prove that you didnt cause the problem.
From reading that piece of the info it just has to have worked initially and be worth what you paid for it and last a reasonable amount of time, For me if i paid £100-£150 for a DVD player i'd expect to get at least 3 years good use from a player without it developing a fault or problem.
Take it back, tell them what its doing and dont leave till you get a replacement or a refund. If they start messing you around ask to see a supervisor.

Have to say that most times i've had to return a faulty item its been a hassle free experience.


You are fantastic. It's official. Thank you!

I have the receipt and will stand my ground. It's still available online with the option of reserve and collect so I might ask them to swap it.
1 Like #7
it depends on the return/repair policy on the currys till system Oasis.
if Toshiba want to see it and repair it, thats your option.
if its a code 5 return to 7800, you'll get a swop or the value of the original purchase for something else
1 Like #8
sickly sweet
You are fantastic. It's official. Thank you!

I have the receipt and will stand my ground. It's still available online with the option of reserve and collect so I might ask them to swap it.


Currys expect some resistance unless they've had a radical rethink that customers do matter after all.

If it was over £100 and you paid by either cc or finance you have additional rights/protection under The Consumer Credit act.
#9
slackrat77
it depends on the return/repair policy on the currys till system Oasis.
if Toshiba want to see it and repair it, thats your option.
if its a code 5 return to 7800, you'll get a swop or the value of the original purchase for something else


Thanks for that, but I'm a bit lost with the 'Oasis' and 'code 5 return to 7800'.

Flynn Jack
Currys expect some resistance unless they've had a radical rethink that customers do matter after all.

If it was over £100 and you paid by either cc or finance you have additional rights/protection under The Consumer Credit act.


It was £89, but was paid for on credit card.

The machine does work in that it plays DVDs, but the loud high pitched noise emitted by the machine even when it's off has set of a number of migraines and I'm getting fed up with it. Google shows up many people with the same problem so it's a fault with the machine model by the looks of things.

Thanks guys, everyone repped.
#10
currys till system is called Eclipse and has a section called Oasis which details the repair/return procedure for every single item, even going back to the old Dixons high street days too.

it tells procedure for
within 28 days
within 1 year-no extended warranty
within extended warranty period
outside warranty period

staff have to oblige by the instructions set out here, sometimes if say something is faulty after 29 days and the usual route would be repair, the manager can override a decision manually, it then becomes store stock and it sorted out accordingly, usually repaired and sold as pre-owned.

return to 7800 means replace the product and return it to DSGi national returns centre.
if a faulty product is tested and found not to contain the fault listed on the return slip, the store is charged the full amount for the item from its profit margin.

Some stuff, like software is non returnable once opened, unless the disc is defective.

So if your DVD player is to be repaired by Toshiba or the Tech Guys service, thats what'll happen, unless the manager themselves decided to buy it back and replace it, thus taking on the problem for the store instead.

it may say on Oasis "Screen instore and if faulty return to 7800", which means if its doing what the customer says, replace it and send it back.
1 Like #11
So if your DVD player is to be repaired by Toshiba or the Tech Guys service, thats what'll happen, unless the manager themselves decided to buy it back and replace it, thus taking on the problem for the store instead.


But you do not have to accept a repair - that is just their 'policy'
The law allows you to be entitled to a refund or replacement, - the seller can send it off to investigate the fault i.e. to see there actually is one - or you can get an your own engineer to do this - but you do not have to accept the repair.
#12
slackrat77
currys till system is called Eclipse and has a section called Oasis which details the repair/return procedure for every single item, even going back to the old Dixons high street days too.

it tells procedure for
within 28 days
within 1 year-no extended warranty
within extended warranty period
outside warranty period

staff have to oblige by the instructions set out here, sometimes if say something is faulty after 29 days and the usual route would be repair, the manager can override a decision manually, it then becomes store stock and it sorted out accordingly, usually repaired and sold as pre-owned.

return to 7800 means replace the product and return it to DSGi national returns centre.
if a faulty product is tested and found not to contain the fault listed on the return slip, the store is charged the full amount for the item from its profit margin.

Some stuff, like software is non returnable once opened, unless the disc is defective.

So if your DVD player is to be repaired by Toshiba or the Tech Guys service, thats what'll happen, unless the manager themselves decided to buy it back and replace it, thus taking on the problem for the store instead.

it may say on Oasis "Screen instore and if faulty return to 7800", which means if its doing what the customer says, replace it and send it back.


From experience, I would say a DVD player is code 5, you can call currys customer services and ask to be put through to a store and check if you need to.
#13
DAMNOME
But you do not have to accept a repair - that is just their 'policy'
The law allows you to be entitled to a refund or replacement, - the seller can send it off to investigate the fault i.e. to see there actually is one - or you can get an your own engineer to do this - but you do not have to accept the repair.


Why do some people think they are automatically entitled to a refund or replacement?

The options are as follows, you are entitled to a refund, replacement or repair. But this is at the stores discretion, you can ask for either, but the store can decline. As long as they offer a suitable resolution within a reasonable amount of time, then they are doing nothing wrong.

The only way you can have a refund is if you have not 'accepted' a product, or if you can prove, outside 6 months that it was faulty before you had it.

Its all on the website covering customer rights.
banned#14
DAMNOME
But you do not have to accept a repair - that is just their 'policy'
The law allows you to be entitled to a refund or replacement, - the seller can send it off to investigate the fault i.e. to see there actually is one - or you can get an your own engineer to do this - but you do not have to accept the repair.


do you have a link to this 'law'?
#15
aircanman
From experience, I would say a DVD player is code 5, you can call currys customer services and ask to be put through to a store and check if you need to.


very true, had a coupla recorders that werent and some blu ray players that werent tho.
#16
colinsunderland
do you have a link to this 'law'?


http://www.tradingstandards.gov.uk/

The site has changed since I last went on there, but if you go through it you will see the info.
#17
aircanman
http://www.tradingstandards.gov.uk/

The site has changed since I last went on there, but if you go through it you will see the info.


this is from the advice guide .org site

If things go wrong with goods you have bought, you have the right to return them and get all your money back (a full refund). However, this right only lasts for a very short time after you buy the goods. You are allowed a short time to examine the goods and try them out, but you must tell the trader about the fault as soon as you discover it. It will be up to you to prove that there is something wrong with the goods if the trader doesn't accept this.

You will not be able to get a full refund if you have:

* continued to use the goods after you realized something was wrong
* tried to repair the goods in any way
* kept the goods for too long without telling the trader there is something wrong with them, or noticing the fault.

If you aren't entitled to a full refund for one of these reasons, you may be entitled to get some of your money back, or to a repair or replacement instead – see below.

If you think you are entitled to a full refund but the trader offers you one of these alternatives instead, you may want to think about accepting it, but you don't have to. To find out what you can do if a trader refuses to offer you what you're entitled to, see under heading How to deal with problems with goods.
1 Like #18
and then this is about getting goods repaired, from the same site.

Getting your goods repaired or replaced

If there is something wrong with your goods and you aren't entitled to, or don't want to get a full refund, you can ask the trader to either repair or replace them for free instead. You might not be able to get a full refund if, perhaps, you had the goods for too long before realising there was a problem, or before the problem became obvious.

If you take the goods back within six months of buying them, the trader must accept that they were faulty at the time of sale and offer to repair or replace them. If the trader doesn't accept that the goods were faulty, they will have to prove this.

If you have had your goods for more than six months when they go wrong, you can still ask the trader to repair or replace them, but you may have to prove that they were faulty when you bought them if the trader doesn't agree. You can ask for a repair or replacement at any time up to six years after you bought the goods (five years in Scotland), as long as it is reasonable for them to have lasted this long. If the goods go wrong after six years (or five in Scotland), you no longer have the right to ask for a repair or replacement.

If the trader agrees to carry out a repair or provide a replacement, they must do this within a reasonable period of time, and without causing you any significant inconvenience. If you ask the trader for a repair but this turns out to be impractical or to be too expensive, the trader doesn't have to repair your goods, but you can choose to have a replacement instead. In the same way, if you have asked the trader to replace your goods and this turns out to be impractical or too expensive, the trader doesn't have to replace them, but you can choose to have a repair instead.

If neither repair or replacement is practical, you can ask to get some or all of your money back. You can also ask to get some or all of your money back if:

* replacing or repairing the goods would cost more than giving you some or all of your money back, or
* the trader did not replace or repair the goods within a reasonable period of time, or
* the trader was not able to repair or replace the goods without causing you significant inconvenience.

How much money you can get back will depend on how much use you have had out of the goods. You will probably only be able to get some of your money back if:-

* the goods had worked for some time before they went wrong, or
* they still work but their appearance has got worse, or
* only one of their functions has failed.

However, if you have been able to get no, or little use out of the goods, and/or repairs have been unsuccessful, then you will probably be able to give back the goods and get all of your money back.
banned 1 Like #19
aircanman
http://www.tradingstandards.gov.uk/

The site has changed since I last went on there, but if you go through it you will see the info.


yes I know, it doesn't say you are entitled to a full refund after 11 months has passed though which is what I was querying, not what you said :thumbsup:

this bit is very misleading too

If you have had your goods for more than six months when they go wrong, you can still ask the trader to repair or replace them, but you may have to prove that they were faulty when you bought them if the trader doesn't agree. You can ask for a repair or replacement at any time up to six years after you bought the goods (five years in Scotland), as long as it is reasonable for them to have lasted this long. If the goods go wrong after six years (or five in Scotland), you no longer have the right to ask for a repair or replacement.


as it makes it sound to some people like you have the automatic right to a repair up to 6 years later.
1 Like #20
Isn't the first year of a warranty with the manufacturer normally?
I would try them first.
#21
Thanks guys. I am a little confused but I take it that I'm entitled to either refund, repair or replacement but which one of these I get offered depends on the store and the person I am talking to.
I'll give it a go hopefully this week, would it be worth taking with me a print out with some complaints from other forums about this model making a loud high pitched noise? I'm just not sure they will be able to hear it in the noisy store if they want to test it there and then.
If they offered a part refund I'd be peed off as it'll still cost me £89 to buy a new one. I'd be happiest with a straight swap, but if it gets repaired and the problem reoccurs a month or so down the line when it's say 12 months 1 week since the original purchase, would I have any cover?
Also, if I was lucky enough to be offered a swap, would I get a new receipt with a fresh 12 months cover?
1 Like #22
thrustmaster
Isn't the first year of a warranty with the manufacturer normally?
I would try them first.

That's in addition to you statutory rights not instead of. First post of call should always be the retailer.
#23
Flynn Jack
That's in addition to you statutory rights not instead of. First post of call should always be the retailer.


Correct, and with regards to the comment about a 6 year warranty, well, its not a warranty, but basically you have up to 6 years to prove that the product had a fault when you purchase it. But its difficult to prove it without a professionals opinion.

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