unexpected result from Asda

den

den

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Dennis
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My wife purchased a small white lcd Tv from Asda 15 months ago and decided to go for a branded name (Toshiba) in hope that it would last quite a while and would hopefuly be a bit more reliable ,the Tv was only used for the in built DVD and was only used once or twice a month ,anyway last night the Tv would just not power up at all,tried everything to no avail,a quick search on the net brought up a suspect power switch that a few owners were having with the same model,we decided it was just one of those things and resigned ourselfs to the fact that we would have to replace it ,however while in Asda picking up my lunch i spoke to a lady on the customer services and explained the situation with our Tv ,i just told her i know the warranty as run out but the Tv as not had much use and it apears looking on the net their could be a manufacturing fault with the model,she said she would have a quick word with the electrical department manager,she came back with the reply that if we still had the paper work Tv and remote they would replace the Tv with same value as what we origanaly paid ,cant ask for more than that ,just never expected such a result ,just goes to show if you dont ask you dont get ,credit to Asda as they didnt need to do anything as the Tv was nearly 10 weeks out of warranty
 
Excellent result. It is a pity more companies do not see the potential goodwill they get from that sort of response.

Dave
 
Do electrical items such as tvs not have a 5 year warranty as laid out the the sale of goods act. My TV from Costco has and I know a friend of mine has had 2 tvs replaced by Costco well after a year had passed.
 
Pleasantly surprised at your experience, as my own with Asda customer services was so bad I vowed never to use them again.
 
frank said:
Do electrical items such as tvs not have a 5 year warranty as laid out the the sale of goods act. My TV from Costco has and I know a friend of mine has had 2 tvs replaced by Costco well after a year had passed.
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Yes and no.
The SOGA does provide protection for up to 6 years, but after the initial period (6 months IIRC), the onus is on the consumer to prove the item was defective. This may involve getting an expert to examine the item and write a technical report - not convenient or cheap.
 
As you had proof that there was an inherent fault Asda would have to repair, replace or refund you anyway.

Its certainly reasonable to expect a TV to last more than 11 months.
 
...and breathe - that's such a long sentence OP. Could you but a new keyboard whilst there, one with a full stop and a return key? :D

We've has similar results with Comet in the past for a TV with faulty power supply.
 
Hmmm... Possibly coincidence but our bedroom TV decided to quit a couple of nights ago and it's a Toshiba. I wonder if @den can remember the model number and if Tesco will do similar. Now replaced with a Panasonic from Sainsbury's (end of line so reduced as well as Mrs Nod having a x5 Nectar points voucher.)
 
Thanks for that, Dennis, will check to see if it's the same model and then see if I can find the receipt!
 
ecoleman said:
As you had proof that there was an inherent fault Asda would have to repair, replace or refund you anyway.

Its certainly reasonable to expect a TV to last more than 11 months.
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The TV was 10 weeks out of warranty,having checked online regarding the power supply we were led to believe we would have to prove it was a manufacturing fault.
We could have gone down that route but decided it was not worth the hassle,hence trying asda ,who i believe didnt need to do anything...
 
And guess where you'll continue shopping in the future! Good to hear a decent story from one of the larger companies - makes a pleasant change.
 
EdwardL said:
And guess where you'll continue shopping in the future! Good to hear a decent story from one of the larger companies - makes a pleasant change.
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I normaly get my electrical goods from richer sounds ,my wife on the other hand dosent normaly care were she gets hers from.
On this ocassion it apears she made the right choice
 
den said:
The TV was 10 weeks out of warranty,having checked online regarding the power supply we were led to believe we would have to prove it was a manufacturing fault.
We could have gone down that route but decided it was not worth the hassle,hence trying asda ,who i believe didnt need to do anything...
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After the first 6 months you would have to prove inherent fault but as you said

"a quick search on the net brought up a suspect power switch that a few owners were having with the same model"

it would suggest that this was an inherent fault.

You may find Asda had a few complaints or returns for the same fault hence a no questions asked approach.
 
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den said:
I normaly get my electrical goods from richer sounds ,my wife on the other hand dosent normaly care were she gets hers from.
On this ocassion it apears she made the right choice
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Ah - yes lol

I was thinking for more general food shopping and things in that Asda hasn't put you off returning at all and probably made you more loyal to the store now with this episode.
 
We had a similar thing last year with ours (can't remember the make or model, but it was a 39-40") which we bought from our local dealer & was about 15 months old.

They said the 12 month manufacturers warranty was a minimum, not a maximum. They came & collected it, sent it back for us & supplied us with a loan tv for a couple of weeks until they received reimbursement. We bought a different set from them, which they delivered, installed & took away their loan. :cool:

It's great when you receive good service. Happy customers tend to return. (y)
 
Found the box and the receipt! It's a different model but Googling suggests it may well be the same problem... The TV/DVD is just over 3 years old but might be worth a punt at Tesco. (Have to say that the picture on the replacement Panasonic is streets ahead of the Toshiba, even in normal rather than HD mode.)

First port of call for the replacement was Richer sounds but they had NOTHING in the right size in stock! FWIW, RS give a 5 year warranty with all TVs.
 
den said:
I just googled and found a few models affected with the power supply
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The Tosh models all eventually go with dry joints on the power supply, ours did from COSTCO was changed for a new one but under 5 year warranty...also bought for the Inbuilt DVD player.
 
Nice to see some good responses from retailers.

As an aside when my Samsung TV failed at 6+ years old, I contacted Samsung directly and they replaced it without skipping a heartbeat....their reply was very good.
 
A lot of cheaper models from well known brands like Toshiba are not manufactured by themselves. They're just rebadged cheap Chinese and Turkish manufactured sets.
 
viv1969 said:
Nice to see some good responses from retailers.

As an aside when my Samsung TV failed at 6+ years old, I contacted Samsung directly and they replaced it without skipping a heartbeat....their reply was very good.
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Blimey, that's a good result!

Wish I'd contacted them now when our Samsung plasma packed in @ just over 5 yrs old. :rolleyes: (loved the plasma, my favourite tv set)
 
OldCarlos said:
Blimey, that's a good result!

Wish I'd contacted them now when our Samsung plasma packed in @ just over 5 yrs old. :rolleyes: (loved the plasma, my favourite tv set)
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Their reply to me basically said they expect their TVs to last 8 years.
I wasn't about to argue with them!
 
rjbell said:
A lot of cheaper models from well known brands like Toshiba are not manufactured by themselves. They're just rebadged cheap Chinese and Turkish manufactured sets.
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Yes, I found out at the end of last year, the small Panasonic TV's are no longer made by Panasonic - they're a rebadged cheap version by another company and the no where near the quality they used to be...The big TV's are still theirs though
 
den said:
quick word with the electrical department manager,she came back with the reply that if we still had the paper work Tv and remote they would replace the Tv with same value as what we origanaly paid ,cant ask for more than that ,just never expected such a result ,just goes to show if you dont ask you dont get ,credit to Asda as they didnt need to do anything as the Tv was nearly 10 weeks out of warranty
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That's great news Den and good to hear and as you say, was well worth the ask :)
 
andyred said:
Yes, I found out at the end of last year, the small Panasonic TV's are no longer made by Panasonic - they're a rebadged cheap version by another company and the no where near the quality they used to be...The big TV's are still theirs though
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You might find some of them are not too (not specifically Panasonic) I've noticed some of the large screen supermarket specials do not appear on manufacturers website's. This makes me very suspicious.
 
rjbell said:
You might find some of them are not too (not specifically Panasonic) I've noticed some of the large screen supermarket specials do not appear on manufacturers website's. This makes me very suspicious.
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Oh that's interesting.

I knew some models were specifically made for a store - eg a currys only model.
 
andyred said:
Oh that's interesting.

I knew some models were specifically made for a store - eg a currys only model.
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Yip. The Panasonic TZ9 (camera) was a cross between the TZ8 & TZ10, and manufactured for made for Currys. It wasn't a cut price, lower quality, version though. My wife has one and it's a good camera.
 
rjbell said:
You might find some of them are not too (not specifically Panasonic) I've noticed some of the large screen supermarket specials do not appear on manufacturers website's. This makes me very suspicious.
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I found out years ago that all the big retailers had their own part numbers for the same TVs, this was so you couldn't price check them on the internet even though they were the same TV

don't know if they still do it
 
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