Broken TV - Argos want Independent TV Report - Help needed

Posted 18th Apr 2017
Basically bought a TV from Argos in November 2015, it's packed up last week, I have sound but no picture, think the backlight has gone.

Contacted Argos and they said as it's outside it's 12 months warranty I need to get an Independent report done before they will look into it any further.

Anyone had experience of this before? Who would I get an Independent report from? And is it worth it or are they likely to just try and fob me off even after getting the report?

Any help would be appreciated.
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  1. Avatar
    It'll be cheaper for you to just go and buy a new TV.
  2. Avatar
    They are trying to fob you off, Go to the citizens advise or what ever its called these days. Tv's have a min 2 year warranty under electrical goods and usually 50,000 hours of use. It may be that Argos doesnt have to deal with it but the manufacturer most certainly will.
    Have you tried contacting the manufacturer ?
    My old Samsung gave up after 3 years and although it came with a 2 year written warranty they still gave me money back on it, you might not get the full amount paid back as youve used it for a year but a high percentage back at least.
  3. Avatar
    rhinopaul

    They are trying to fob you off, Go to the citizens advise or what ever … They are trying to fob you off, Go to the citizens advise or what ever its called these days. Tv's have a min 2 year warranty under electrical goods and usually 50,000 hours of use. It may be that Argos doesnt have to deal with it but the manufacturer most certainly will.Have you tried contacting the manufacturer ?My old Samsung gave up after 3 years and although it came with a 2 year written warranty they still gave me money back on it, you might not get the full amount paid back as youve used it for a year but a high percentage back at least.


    That's the way to do it.
    Contact the manufacturer asap
  4. Avatar
    Anonymous User
    They aren't trying to fob you off, that's how the process works but sadly their expert will be better than yours and you need to prove it's a defect. Try the manufacturer is an option but your contract is with the retailer and they could just wash their hands of it. You can probably get it fixed at a local tv repair company of you have one in your area, the same guys could be your expert to do the report but they will charge you. Also might be worth asking Argos for their list of experts to get the report as they might not approve of the one you use. Also try going direct to Sainsbury's CEO google CEO emails to get their email address and email their team directly, Sainsbury's now own Argos.
  5. Avatar
    Author
    mrew42

    That's the way to do it.Contact the manufacturer asap



    Managed to get through to Philips who said they will send an engineer out to fix it free of charge - had spoke to someone in their customer services last week who told me it wouldn't be under warranty any more - the advisor I just spoke to disagreed and said it will be repaired free of charge. Result!
  6. Avatar
    smasha7

    Managed to get through to Philips who said they will send an engineer out … Managed to get through to Philips who said they will send an engineer out to fix it free of charge - had spoke to someone in their customer services last week who told me it wouldn't be under warranty any more - the advisor I just spoke to disagreed and said it will be repaired free of charge. Result!


    Philips. Great customer support.
    Nice one
  7. Avatar
    strange how the voted top answer was actually completely wrong! oO
  8. Avatar
    Author
    chocci

    strange how the voted top answer was actually completely wrong! oO


    Well it worked for me?
  9. Avatar
    Anonymous User
    smasha7

    Well it worked for me?



    It only partially worked for you on the call the manufacturer everything else was wrong.
  10. Avatar
    eslick

    It only partially worked for you on the call the manufacturer everything … It only partially worked for you on the call the manufacturer everything else was wrong.


    And how do you figure that. Electrical goods cover a 2 year warranty, The op just proved it by contacting the manufacturer. A lot of sour grapes on these questions. People voting cold when they think they know better but are proven wrong.
  11. Avatar
    rhinopaul

    And how do you figure that. Electrical goods cover a 2 year warranty, The … And how do you figure that. Electrical goods cover a 2 year warranty, The op just proved it by contacting the manufacturer. A lot of sour grapes on these questions. People voting cold when they think they know better but are proven wrong.


    Bunch of wazzocks.!
  12. Avatar
    rhinopaul

    Electrical goods cover a 2 year warranty, The op just proved it by … Electrical goods cover a 2 year warranty, The op just proved it by contacting the manufacturer. A lot of sour grapes on these questions. People voting cold when they think they know better but are proven wrong.


    Source or you made it up? Very few offer anything more than the basic 1 year (eg. samsung, apple). The two year EU guarantee isnt valid in the UK as we opted out. As for the 50,000 hours use.... I lolled
    (edited)
  13. Avatar
    chocci

    Source or you made it up? Very few offer anything more than the basic 1 … Source or you made it up? Very few offer anything more than the basic 1 year (eg. samsung, apple). The two year EU guarantee isnt valid in the UK as we opted out. As for the 50,000 hours use.... I lolled


    The European Directive 1999/44/EC still stands, Sorry I didnt realise we had already left the EU, I thought were still in it for another 2 years.
    But the Sale of goods act will meet or EXCEED the directive, meaning you get a minimum of 2 years.
    Goods must be as described; they must be of satisfactory quality, which is determined by description, price, durability, and they must be fit for purpose. It is not written in stone but it is expected a tv lasts 50,000 hours which equates to an average of 5 years.
    I do not need to prove to someone like you who clearly knows nothing of this that I got Samsung to reimburse me. I had no problems with their service at all, they sent out engineers who fixed it once but then the second time they couldnt fit it they gave me a percentage of its cost back as Id been using it for 3 years, I didnt even have to argue the point with them.
  14. Avatar
    chocci

    Source or you made it up? Very few offer anything more than the basic 1 … Source or you made it up? Very few offer anything more than the basic 1 year (eg. samsung, apple). The two year EU guarantee isnt valid in the UK as we opted out. As for the 50,000 hours use.... I lolled




    We are still in the EU.
  15. Avatar
    Argos are right to do what they did, manufacturers offer 1 year guarantee. The EU two year rule does not apply in the UK. We have the Sales of goods act which over powers the eu rules. The reason Phillips are repairing it free of charge as you have a right to demand a FULL refund within 6 years if you can prove it does not with due to a manufacturing fault or shoddy parts, it's in Phillips best interest to not get it returned. In order to get a refund you do however as argos requested require an independent report on the fault, there are dozens of companies that do only this, they charge around £30-£100 depending on the product.
  16. Avatar
    Anonymous User
    rhinopaul

    And how do you figure that. Electrical goods cover a 2 year warranty, The … And how do you figure that. Electrical goods cover a 2 year warranty, The op just proved it by contacting the manufacturer. A lot of sour grapes on these questions. People voting cold when they think they know better but are proven wrong.



    You don't have a contract with the manufacturer but the retailer and yes there is the EU warranty process but after a year you have to prove the defect. So most of what was written was wrong, the manufacturer has helped out but they didn't have to, but many will as it keeps the goodwill with the brand.
  17. Avatar
    gadger100

    It'll be cheaper for you to just go and buy a new TV.


    How the hell did you work that out? oO
  18. Avatar
    Bertz99

    Yes on contract.Not quite on 1 year - burden of proof reversal comes at 6 … Yes on contract.Not quite on 1 year - burden of proof reversal comes at 6 months.Glad op got result direct through manufacturer though. Note to self do not buy electrical goods from Argos as when are they going to ask for same report at 6 months at customers expense.



    This is correct - after 6 months technically you still could be covered for a further 18 months under SoGA but you'd have to get some proof that there was a manufacturing defect, they won't just arbitrarily give you your money back. The best course of action for this is to contact the manufacturer, who will in many cases just replace the device anyway - as in this case.
  19. Avatar
    Bertz99

    Hmm except SOGA was replaced with the consumer rights act and the extra … Hmm except SOGA was replaced with the consumer rights act and the extra 18 months is actually in total 6 years under both - but that is nit picking.



    You're right, my bad. The 6 years things is a stretch - almost no chance of getting anywhere after two years unless you have some really solid proof that the TV had an underlying fault that remained latent for 2 years+. I guess it applies more to white goods and suchlike.
  20. Avatar
    Bertz99

    Yeah, that's why I was saying it is nit picking as reality and what is in … Yeah, that's why I was saying it is nit picking as reality and what is in those acts isn't an exact match and of course you get into the rabbit hole of valuing how much usage you have gained is worth - as with all legislation it is ultimately about being reasonable (that woolly chestnut). The EU part (which is where the 2 year quote comes from) adds weight to reasoning that debate although different companies will vary in how they handle it. The thing I find with Argo's response above is that it marks they are aware they have a liability here but rather than use their own resources (costs them far less than you) they want the consumer to incur the cost to prove knowing it will deter claims from those that can either be bothered or not want to incur the costs to pursue. IMO other retailers offer better customer service than in this example, fortunately for op manufacturer has eliminated the issue for them.



    I think the OP hasn't taken reasonable steps to validate the fault. In the case of my TV, I rang and told them what steps I'd been through in order to validate the fault, and that I had also contacted the manufacturer for advice (since I'm reasonable enough to acknowledge that people in call centres are not always au fait with every electronic device they sell). Judging by what was written on here (and I may be wrong, apologies if so) the OP hasn't even tested any other source before requesting a refund or swap from Argos - despite the fact that it is surely the first thing you should check.

    Going entirely on what was written here, I would say that Argos's response to this particular situation was reasonable.
  21. Avatar
    Bertz99

    Just wondering if you are mixing this up with the other tv fault on here … Just wondering if you are mixing this up with the other tv fault on here posted a few hours apart (the guy who hadn't done any diag's and had one sky box go out of sync and also asked if it was reasonable to request a full discount at the price he paid 15 months on for them to supply of a different new tv?)However reasonable is woolly as it differs from perceptive and brings many variances.In this context though there are other companies that by default give you min 2 years (one example I can think of gives 5) and also those that have processes in place that would assess to disprove first they are not liable before requesting you incur costs to find out if they are responsible or not (one that value repeat custom and have a higher focus on quality service).Tbh though Argos' is not the first retailer that jumps to mind if thinking of buying a high quality tv set - perhaps a cheap rebranded budget set that may or may not work fully on delivery.



    You might be right - it's been a busy day so it's easy to get confused
  22. Avatar
    For some reason most of my reply hasn't appeared. I was just saying that it is probably still reasonable for Argos to expect the OP to at least get Philips to come and look at the TV. Without an extended warranty I wouldn't expect any retailer to send an engineer out at their own expense (or offer an exchange) without at least a small amount of legwork from the buyer.
  23. Avatar
    Apologies to the OP for getting this post confused with another one by the way
  24. Avatar
    dereklogan7

    How the hell did you work that out? oO



    ​cause I'm an expert at bullcrap
  25. Avatar
    Hi my tv has just packed up also. Where will I find an independent report
  26. Avatar
    OP, Well done on getting it sorted considering you bought it in 2015, and its 7 years old by now.
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    Err?
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