I bought a Toshiba 37" TV in March last year for £415 from pixmania, so its just over the 1 year manufacturer warranty. And as luck would have it, it wont turn on now!
So I called pixmania customer services on Monday 10th May and explained the situation. At first they said I will need to send it to them and they will send it to the manufacturer and then get back to me with a price for the repair. I wasn't happy with the prospect of paying a costly repair when the TV is just outside the 1 year warranty, so I started spouted some Sales of goods act stuff at them (Didn't know they were based in France at that point) and then I was told they will speak to head office and get back to me.
The next day, on Tuesday, I received an email with a couple of PDF's. One was a returns label and another an incident report. But I still unsure if it was a free repair and whether I had to ship it back to them at my own expense.
So I called again to query those 2 points and was told they will speak to head office again and get back to me.
The next day, Wednesday, I received another email with a pre-paid UPS label for the parcel but still know confirmation as to whether or not the repair was free or not. So I rang again and again I was told they will speak to head office and get back to me.
So yesterday, I had not received an email so I called again and was told YES YOUR REPAIR WILL BE FREE AND IF IT CANNOT BE REPAIRED YOU WILL RECEIVE A REFUND. She went' on to say make sure you include all accessories and packaging incase it cannot be repaired. Result! I thought, they are picking it up for free and fixing it for free or I'm getting a refund, can't say fairer than that.
So today (Friday 14th May 2010) the UPS man came to pick up the TV. About an hour later I received this email...
"Dear Mr. XXX,
we are unable to quote a price for the reparation of your product before we have the product in our warehouse. It will be sent to the manufacturer and then we will be able to establish the price. We apologize for this inconvenience.
Pixmania.com : Number 1 in Europe. Low prices guaranteed. Always in stock.
Pixmania is a Fotovista company."
What the hell?? So I called them again and explained that I was told I was getting a free repair or refund and that the TV was just picked up by the courier and is on route to you and then I received this email, whats going on? He told me there is no information about it being a free repair, after 1 year has passed it is chargeable. He is going to speak to head office and get back to me on Monday. I said to him that if it was not going to be a free repair, why would I send it all the way to France when I could get it repaired myself here in the UK.
So legally where do I stand? I take it that the sales of goods act is not relevant as pixmania are a French company? What about any EU laws that may be applicable? I just want to arm myself with as much knowledge as possible as reading all the comments about pixmania it seems Iv'e got a battle on my hands!
I paid for the TV using paypal, £80 was already in my paypal account and the rest was lifted from my MasterCard credit card if that makes any difference?
Thanks in advance for any help :)