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What Are my Rights on a Faulty Television?

By: Chris Nickson - Updated: 1 May 2018 | comments*Discuss
 
What Are My Rights On A Faulty Television?

Q.I bought a 37" LCD TV,17 months ago from a well known electrical retailer. The TV now keeps turning itself off. The shop guarantee ran out 5 months ago,do I have any rights?.

(Mr Tony Graham, 22 September 2008)

A.

If your TV is faulty you can reject it for a full refund within 30 days of purchase. If it's more than 30 days but less than 6 months since purchase, it's presumed the fault was there at the time of purchase (and it is up to the retailer to prove otherwise). The retailer should replace or repair the product at this stage - although the retailer can usually choose which of these options to take.

After 6 months the onus is on you the purchaser, to prove there was a fault when the item was purchased and the failure isn’t due to misuse on your part. The simplest way to prove this is to ask a qualified television engineer to provide a report for you. If you can prove the fault is not down to you (the expert opinion will be needed) then the retailer should still offer some sort of recompense depending on the price you paid and how long you would expect the item to last. At this stage however, it's likely you might need to use the court or small claim court to pursue your case if you want to suggest that the TV is not satisfactory or fit for purpose.

You'll need to do some research on the length of time an LCD TV of this standard/price would be expected to last and prove that you used it according to the instructions. Citizens' Advice will be able to advise you further.

It's also worth checking too see if there is an additional "manufacturer’s warranty" that applies to the television.

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I purchased an LG tv 2 years ago from Argos costing almost £400, it has now broken down. My previous tv from Argos broke down after 12 months, I now wonder if these tv sets are not seconds or refurbished sets for this to happen so soon after purchasing.I must point out that I am a low user of a tv set which makes it even more disappointing and surprising.
Serrapeptase - 1-May-18 @ 5:53 PM
leah - Your Question:
HiI purchased a television 2 years ago from Argos a 50 inch bush tv. Long story short the tv would flicker and power off by it self. After 3 weeks of fighting with Argos they replaced it with one of smaller value however better spec. 14 months I have had lines appear down the centre of the tv. Ringing Argos they have said it is out of warranty and to phone Bush myself as it's no longer anything to do with Argos anymore. I did so to find bush is owned by Argos. They have said the same out of warranty so no help. Phoning back they are refusing any help. I'm panicking 14 months use of a tv and nowhere to turn. I have phoned citizens advice and they have said they should replace it within 5 years due to consumer law legislated in 2015. Can anyone help??? Thank you

Our Response:
A retailer does not HAVE to replace it within 5 years that is incorrect. The law says the relationship between the retailer and the customer lasts for up to 6 years (five years in Scotland) so the retailer does have a responsibility to deal with any claim of breach of contract.
The retailer should investigate rather than pass on to the manufacturer. A customer can therefore "ask" the retailer for repair/replacement/compensation for up to 6 years. Whether the retailer is obliged to actually provide the repair/recompense depends on how much was paid for the item, how it was usedand how long it would be expected to last etc. At this stage you can pursue this via the small claims court.
ConsumerRightsExpert - 23-Mar-18 @ 11:27 AM
Hi I purchased a television 2 years ago from Argos a 50 inch bush tv. Long story short the tv would flicker and power off by it self. After 3 weeks of fighting with Argos they replaced it with one of smaller value however better spec. 14 months I have had lines appear down the centre of the tv. Ringing Argos they have said it is out of warranty and to phone Bush myself as it's no longer anything to do with Argos anymore. I did so to find bush is owned by Argos. They have said the same out of warranty so no help. Phoning back they are refusing any help. I'm panicking 14 months use of a tv and nowhere to turn. I have phoned citizens advice and they have said they should replace it within 5 years due to consumer law legislated in 2015. Can anyone help??? Thank you
leah - 20-Mar-18 @ 1:35 PM
I bought a 55 inch lg tv from currys 23/07/17 [£1299] 1 week later green line appeared down right side of screen, currys replaced tv next day. 3 months later purple line down left side, problem came & wentin december rang lg who replaced screen. now have green line back on right rang currys who told me ring lg as they repaired tv. will not replace as need to attempt 3 repairs. 2 tvs plus new screen same fault each time 3 and counting,surely a problem with this model LG55SJ850V
toe - 12-Feb-18 @ 11:56 AM
lallen - Your Question:
Have a tv which developed a fault within one year of purchase. Engineer sent. They confirm the tv is beyond repair and will need replacing.However, the tv I bought is no longer available and they are forcing me to accept a tv of their choice. I do not want the tv they are offering as its reviews are less than great. I want a more expensive tv and am happy to pay the difference to have the tv of my choice. Do I have to accept the tv they are forcing on me? I did not choose the tv they are offering and seem to have no say in the matter. The original tv was close to a grand.

Our Response:
At this stage, the retailer can choose whether to offer a replacement or a refund. As long as the product is of equal specification to the one it's replacing, we don't think there's much you can do here. It might be worth checking further with specific details of the products to Citizens' Advice.
ConsumerRightsExpert - 15-Jan-18 @ 11:45 AM
Have a tv which developed a fault within one year of purchase. Engineer sent. They confirm the tv is beyond repair and will need replacing.However, the tv I bought is no longer available and they are forcing me to accept a tv of their choice. I do not want the tv they are offering as its reviews are less than great. I want a more expensive tv and am happy to pay the difference to have the tv of my choice. Do I have to accept the tv they are forcing on me? I did not choose the tv they are offering and seem to have no say in the matter. The original tv was close to a grand.....
lallen - 12-Jan-18 @ 12:43 PM
andy - Your Question:
I have just had a 55" tv delivered which I purchased from TescoDirect. It arrived with serious manufacturing faults. Tesco inform me that they have used another company to supply this tv. This other company (BOX) want me to put the tv onto its foot and take pictures. It is a big item and I am a senior person. Surely, Tesco are responsible for sorting this out for me, not a third party.

Our Response:
Yes, the retailer is responsible for this. At this early stage, if it is fault you can return it for a full refund. More information is here
ConsumerRightsExpert - 1-Mar-16 @ 10:22 AM
I have just had a 55" tv delivered which I purchased from TescoDirect. It arrived with serious manufacturing faults. Tesco inform me that they have used another company to supply this tv. This other company (BOX) want me to put the tv onto its foot and take pictures. It is a big item and I am a senior person. Surely, Tesco are responsible for sorting this out for me, not a third party.
andy - 27-Feb-16 @ 6:01 AM
I have purchaseda tv from currys with a ' whatever happens premier care-plan' howeveri used the care planonce when the tv fell whilst i was decorating and the screen cracked. Recently my young children actually knocked the tv off the stand and it broke. So i rang currysexplaining the situation and they were very happy to come collect it and repair it. The next day i received a phone call and currys told me that since this was my second claim in a month they will mot repair the tv and they are returning it back to my address. They also told me to write a detailed letter tohead office explainingexactly what happened and then the head office will decide what to do. When i took the care plan it didn't mention anything about how many claims i could make . I am wandering what rights i have as a customer and if currys should still repair the tv since i have paied £159 extra for a premium care plan. Now i am left with a tv when i was told that they will repair it within 7days
Shab - 3-Apr-14 @ 7:09 PM
I purchased a Samsung LE40D550KIWU 40" full hd TV from Comet in October 2011.Have been told by Samsung TV should last between 4-8 years.Lines have appeared on screen and Samsung registered repair company have quoted £410.45 to repair as it needs a new screen.Samsung Warranty (1 year) has run out and they are refusing to do anything with regards to repair, exchange or refund.No extended warranty taken out on TV and Comet went bust.Do I have any consumer rights whatsoever to pursue this further?
Dawn - 17-Mar-14 @ 12:48 PM
I bought a LG 42 in Plasma TV 10 months ago, a patch on the screen as turned gold, this can be seen with the TV off and when watching TV it is noticeable. I have been told by a TV engineer that it apower supply fault. The TV was returned today still with the golden patch. I have refused to accept the TV back as the fault is still there. I was told I cannot do that, the reason being is that the TV works.
sooty - 26-Oct-12 @ 11:54 AM
Bought a dishwasher from club book,had it for 13 months and the motor stopped working phoned the manufacturer who told me to phone the retailer. They are offering to pay repair which is £150.00only if I pay for the repair first then send them the invoice for the repair is this right that I have to be out of pocket to get this sorted?
blackwatch - 13-Jan-12 @ 2:58 PM
surely something should last a reasonable amount of time especialy something costing more than £200 so would it not be the case that the TV was not fit for purpose ?
Norfolkguy - 17-Jul-11 @ 11:44 AM
If Mr Graham had bought his TV anywhere else in Europe, other than the UK, his rights to return the faulty goods would be enshrined explicitly in EU law. Unfortunately,the amendment to UK's Sale Of Goods Act (1979) does not go far enough to make it explicit, it just implies the goods last a "reasonable" amount of time. It is worth noting, the EU law seeks to encourage manufacturers to make goods that last and so avoid the current wasteful disposal of 2 year old washing machines and the like, while the UK seems to be clinging to the economic model of "growth by replacement", which is reflected in the huge piles of consumer goods that died years before they should have. If Mr Graham is determined, he will get satisfaction, whether this be at the small claims court or ultimately in a higher court that will recognise he is a EU citizen and therefore entitled to the same protection as all others, regardless of the fact he lives in the UK. I too have recently started correspondence with the supplier of my LCD screen, which stopped working, just under 2 years after purchase. The outcome is assured, the path it takes and the number of courts we have to go through, well we just have to see. Don't forget, you are an EU citizen and regardless of how the UK tries to water down EU policy, EU courts overrule UK courts every time. I would suggest the moniker "Rip Off Britain", be reworked to "Amateur Shoppers" as it is our own fault for allowing ourselves to be ripped off.
col - 7-Apr-11 @ 7:57 PM
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