There have been several post on the Forum about the "six year warranty" on goods under the Sale of Goods Act, so I thought I would share my experiences with you.
In September 2007 I purchased a 17" LCD computer moniotr from a well know elecrtical store called C*****. It worked fine until the middle of this year when it started to play up, taking ages to come on. Eventually it stopped working altogether. I tried all the usual tests: another monitor - that worked OK; connected my monitor to another PC - still dead. So I took the monitor back to the shop where I bought it and explained the problem. Iwas told that as it was out of warranty, I would have to get in touch with our customer service dept. I did this by email.
A week later I received a reply saying that I would have to get an independent engineers report saying what was wrong whith the monitor. It took me a long time to locate a firm to do this -most PC repair shops said they didn't/couldn't repair LCD monitors, it would have to go back to the manufacturer.
Eventually I located a firm which specialized in repairs to all types of monitors so I contacted them and explained what I wanted. They could do a report for £25+VAT and if they repaired the monitor the test cost would be deducted from the repair cost. So I packed them monitor up and sent it off. Two weeks later I received a report saying that the power supply had overheated due to lack of ventilation.
Meanwhile I had contacted Consumer Direct and set up a case with them and asked their advice. When the report came through Consumer Direct told me to send a copy of the report to the supplier by Recorded Delivery, giving them seven days to reply. I did this and waited two weeks but no reply.
Consumer Direct told me to write again enclosing the first letter and the report and giving them a further seven days and advising that I would take action in the court. The letter was headed "Letter before Action".
Consumer Direct also told me that, as the monitor cost over £100, I could also involve the Credit card company used to pay for the monitor. (As an aside, you dont' have to pay the whole cost through your credit card, a deposit would be enough. It's the value of the goods which is important).The credit card company said they would not do anything until the retailer refused to act.
At the beginning of this week I emailed the retailers customer service attaching copies of my earlier letters. Yesterday morning I received a letter from customer services saying that they had been trying to get in touch with me but couldn't find a phone number! Not surprising as I did not put it on my letters and I am ex-directory. They asked me to phone them, which I did today.
And now, after all that history, the good news. They agreed to pay the cost of the repair and the postage and packing cost to and from the repairer. Not only that, they said they would make an immediate BACS payment into my bank account.
I have contacted the repairer and expect the montor back at the beginning of next week.
The six year rule does work, but you have to be patient and persevere.
PS I have borrowed my son's laptop while the monitor has been away, so I am using that to write this.
In September 2007 I purchased a 17" LCD computer moniotr from a well know elecrtical store called C*****. It worked fine until the middle of this year when it started to play up, taking ages to come on. Eventually it stopped working altogether. I tried all the usual tests: another monitor - that worked OK; connected my monitor to another PC - still dead. So I took the monitor back to the shop where I bought it and explained the problem. Iwas told that as it was out of warranty, I would have to get in touch with our customer service dept. I did this by email.
A week later I received a reply saying that I would have to get an independent engineers report saying what was wrong whith the monitor. It took me a long time to locate a firm to do this -most PC repair shops said they didn't/couldn't repair LCD monitors, it would have to go back to the manufacturer.
Eventually I located a firm which specialized in repairs to all types of monitors so I contacted them and explained what I wanted. They could do a report for £25+VAT and if they repaired the monitor the test cost would be deducted from the repair cost. So I packed them monitor up and sent it off. Two weeks later I received a report saying that the power supply had overheated due to lack of ventilation.
Meanwhile I had contacted Consumer Direct and set up a case with them and asked their advice. When the report came through Consumer Direct told me to send a copy of the report to the supplier by Recorded Delivery, giving them seven days to reply. I did this and waited two weeks but no reply.
Consumer Direct told me to write again enclosing the first letter and the report and giving them a further seven days and advising that I would take action in the court. The letter was headed "Letter before Action".
Consumer Direct also told me that, as the monitor cost over £100, I could also involve the Credit card company used to pay for the monitor. (As an aside, you dont' have to pay the whole cost through your credit card, a deposit would be enough. It's the value of the goods which is important).The credit card company said they would not do anything until the retailer refused to act.
At the beginning of this week I emailed the retailers customer service attaching copies of my earlier letters. Yesterday morning I received a letter from customer services saying that they had been trying to get in touch with me but couldn't find a phone number! Not surprising as I did not put it on my letters and I am ex-directory. They asked me to phone them, which I did today.
And now, after all that history, the good news. They agreed to pay the cost of the repair and the postage and packing cost to and from the repairer. Not only that, they said they would make an immediate BACS payment into my bank account.
I have contacted the repairer and expect the montor back at the beginning of next week.
The six year rule does work, but you have to be patient and persevere.
PS I have borrowed my son's laptop while the monitor has been away, so I am using that to write this.