To Expect A Replacement

[TheCatsBlanket]

We bought a new telly and had it delivered just last week, it's the same make as our old one, which lasted many years.

Last night, I paused it so as to make a cup of tea before watching whatever was on next. In the 2 minutes it took to come back to watch it, the screen was black and all I had was sound.....I tried several ways that's suggested on Google to fix it, which was mostly just unplug from the wall, but nothing worked.
We were told by AO who we bought it from, that we will have to contact the techs at Panasonic for them to find out what's wrong, but because it's bank holiday they're closed until tomorrow, and now I'm thinking that once we're able to get hold of them, it might be days before someone can come out to fix it.
I believe that AO should take responsibility and send a replacement and not expect us to have someone arrange an appt to come to fix it....or am I being unreasonable, don't they take responsibility for what they sell? It's only a week old, surely it shouldn't have crapped out so soon.

This is a well known fault with Panasonic although ours took 13 months to go completely. We bought from currys who despite having the actual contract with us were as useful as a chocolate teapot. Panasonic themselves arranged a repair without blinking despite being just out of warranty. I thought AO were better than currys but sounds not.

If you purchased online don't you have 14 days to return under distance selling regs? If you have the box I'd sent it back.

Pretty sure your contract is with AO as the retailer, not with the manufacturer.
AO should take away the faulty one and replace with a new one. Tell them its not fit for purpose.
This might help? Tell them you want a refund and they can collect the faulty item, it might make them get their act together.

www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations-ajWHC8m21cAk

@RJnomore1

This is a well known fault with Panasonic although ours took 13 months to go completely. We bought from currys who despite having the actual contract with us were as useful as a chocolate teapot. Panasonic themselves arranged a repair without blinking despite being just out of warranty. I thought AO were better than currys but sounds not.

Our previous one was Panasonic and lasted 8 years before it died, we like their brand because of the stand it has that fits nicely on our cabinet, hence we stuck with the same make. So far AO have not impressed me.

It lasted eight years? I treated myself to a lockdown TV in October last year. To replace the perfectly still brilliantly functional TV that I bought in 2006!

Memo to self - never buy a Panasonic.

@Bopahula

If you purchased online don't you have 14 days to return under distance selling regs? If you have the box I'd sent it back.

I thought as much too, but husband said that AO stated "contact the manufacturer to see if it's an easy fix" Apparently AO did say if it's not something easy to fix, they will look into a refund for us, but why should we have to deal with the faff of getting in touch with the manufacturer at all? I have a feeling I'll be watching the spare teeny telly for a while

@Moondust001

It lasted eight years? I treated myself to a lockdown TV in October last year. To replace the perfectly still brilliantly functional TV that I bought in 2006!

Memo to self - never buy a Panasonic.

Should have been my memo too it seems

8 years is a really short time for a tv to last.

[quote justawoman76]Pretty sure your contract is with AO as the retailer, not with the manufacturer.
AO should take away the faulty one and replace with a new one. Tell them its not fit for purpose.
This might help? Tell them you want a refund and they can collect the faulty item, it might make them get their act together.

www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations-ajWHC8m21cAk[/quote]
I think my husband is too nice when it comes to this sort of thing, and had it been me that spoke with AO, I would have been more forceful with getting a replacement/ refund. The issue is, he has the account with AO and not me, so they'd prob have told me to get stuffed if I'd rung them.

@Bythemillpond

8 years is a really short time for a tv to last.

I wouldn't know what is a good or bad life span of a tv. They're not the most expensive TV's and so didn't expect much longer....plus it is on pretty much all the time.

Having said that, I did expect longer than a week !

Take a look at this link OP:

www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product-aTTEK2g0YuEy#how-long-do-i-have-to-return-a-faulty-product

It should answer all your questions.

I would phone them tomorrow personally, we had similar and the techs at the actual brand knew straight away what the issue was. Saved a lot of hassle sending it back, but they did say if they had no clue they would advise the company we bought it from to swap it or refund it without quibble.

Your contract is with AO, their contract is with panosonic , push the problem back to them

I should say our living room tv is a Panasonic and is 14 years old, the fault is with newer models who are made by a different company and badges as Panasonic

@Bythemillpond

8 years is a really short time for a tv to last.

Don’t be daft.

Anyway, it’s perfectly ok to buy a new tv without the old one breaking.

I'm not technical, although I've experienced this issue, as it's new then omg, although in the mean time as you have already researched is turning it off for.e.g. 1 mins

@MrsAudreyAlfredRobertsOBEHmm

Your contract is with AO, their contract is with panosonic , push the problem back to them

Yes! don't be fobbed off by AO

I'll update tomorrow, but I agree our contract is with AO, and they ought to be the ones to rectify this.

yes with AO...they can choose to repair, replace or refund

sounds like they chose repair option first

There is some incorrect legal advice on this thread (I know because I'm a lawyer). This is a good source of advice - specifically, look at the section advising you of your rights when a product develops a faulty within 30 days of purchase.

www.which.co.uk/consumer-rights/advice/i-want-to-return-my-goods-what-are-my-rights-ams3G2z9V7lW#returning-faulty-goods

The update is that after a very long conversation with Panasonic, where they requested all sorts of proof of purchase, ultimately they gave my husband a reference number in order to then get back in touch with AO who are now delivering a new one on Friday.

Why AO couldn't just offer a replacement and deal with the faff themselves, I don't know. . .still a new telly is en route and I hope it lasts longer than a week!