Who to report company to for bad warranty service

5 replies
Found 24th Dec 2009
I've just received my TV back from warranty repair for the second time. The company have had it for 30 days in total over the two periods, both times it has come back to me with the EXACT same fault as when it left. The customer service manager doesn't seem to know her arse from her elbow and I need to know what authority, if any, I can report them to so that they might do their job properly!

Any help is gratefully received

  1. Misc
  1. Misc

Trading Standards.


Trading Standards.


Original Poster

Thanks, never had to do anything like this before. Can not believe they are so utterly incompetent!

Had numerous problems with them scheduling pick up too so it has been a right nightmare!

if you purchased on credit card and its still in warrenty you can approach for a refund "as item is not fit for purpose" etc.. all depends how long you had it, what fault, have you googled if the item has a known issue? etc..

if you paid by credit card you can approach them. but yes trading standards but some of them are slow and dont know the law. check websites such as the law society, citizens advice bureu.

get all the details and document for your case. contact head office.

you must firt make an attempt to resolve before trading standards, be realistic do you honestly think trading standards deal on a single case issue. you have to do the work.

get contact details of head office, customer service. explain. say that you will proceed with legal action.

I have had much experience and know that it takes time, trading standards are a bunch of muppets,

any way my 2 cents

Sale of Goods Act, Faulty Goods.

Relevant or Related Legislation:
Sale of Goods Act 1979. Supply of Goods and Services Act 1982. Sale and Supply of Goods Act 1994. The Sale and Supply of Goods to Consumers Regulations 2002.

Key Facts:
• Wherever goods are bought they must "conform to contract". This means they must be as described, fit for purpose and of satisfactory quality (i.e. not inherently faulty at the time of sale).

• Goods are of satisfactory quality if they reach the standard that a reasonable person would regard as satisfactory, taking into account the price and any description.

• Aspects of quality include fitness for purpose, freedom from minor defects, appearance and finish, durability and safety.

• It is the seller, not the manufacturer, who is responsible if goods do not conform to contract.

• If goods do not conform to contract at the time of sale, purchasers can request their money back "within a reasonable time". (This is not defined and will depend on circumstances)

• For up to six years after purchase (five years from discovery in Scotland) purchasers can demand damages (which a court would equate to the cost of a repair or replacement).

• A purchaser who is a consumer, i.e. is not buying in the course of a business, can alternatively request a repair or replacement.

• If repair and replacement are not possible or too costly, then the consumer can seek a partial refund, if they have had some benefit from the good, or a full refund if the fault/s have meant they have enjoyed no benefit

• In general, the onus is on all purchasers to prove the goods did not conform to contract (e.g. was inherently faulty) and should have reasonably lasted until this point in time (i.e. perishable goods do not last for six years).

• If a consumer chooses to request a repair or replacement, then for the first six months after purchase it will be for the retailer to prove the goods did conform to contract (e.g. were not inherently faulty)

• After six months and until the end of the six years, it is for the consumer to prove the lack of conformity.

also : consumerdirect.gov.uk/



This ^^^ is your first port of call - TS will only put you onto them if you call.
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