TV Engineer Reports

How long should a TV last and who should pay when it goes wrong?

As an established TV repair agent we’re able offer TV engineer reports to detail the fault, likely cause and potential repair cost for your set. Insurers and retailers will typically ask for evidence such as this when deciding if and how much they will pay towards getting it working, or towards a replacement beyond its warranty period.  

 Is a report right for me?

We would always advise customers to first look towards direct repair of their set before considering a report. Assuming your set is already out of warranty, then this option is by the far the quickest, most efficient and reliable way of getting your set up and working. If repair isn’t economical for any reason, such as failure of the screen panel itself, then an engineer’s report is the logical next step. In most cases the retailer will also cover the cost of the report itself.

 But how long should a TV actually last?

Looking around the internet you will find various articles, forums and websites claiming vastly different lifespans for today’s TV sets. For the purposes of reports, we typically advise customers that a reasonable expectation for a retailer to accept a report is up to 3 years from sale; based on a brand new set costing approximately £300.00 or more.  

 Do retailers have to accept a report?

In short, yes, they do. The Consumer Rights Act 2015, which superseded The Sale of Goods Act 1979, states that goods much be of ‘satisfactory quality’ for use. The requirement that goods be of a standard to last ‘a reasonable’ period of time puts the responsibility for repair or fair compensation on the retailer (note not the manufacturer).  For further information see the below ‘Which’ article;

https://www.which.co.uk/consumer-rights/regulation/sale-of-goods-act-a4fvv5x8SaYa

So what do I do now?

·        Find a local, VAT registered TV repair agent and have your set assessed. You do not need to pay the retailer to inspect the item themselves providing the repair agent you use is an established, reputable business.

·        If the set is not economical to repair contact the retailer directly to let them know the set is faulty and to confirm that a report will be accepted.  If you have trouble getting in contact with the retailer’s complaints department, we recommend using the excellent (and free) ‘resolver’ tool from Money Saving Expert. Available here; https://www.resolver.co.uk/

·        If the retailer tells you that your cover is limited to only the 1 year standard warranty, or instructs you to deal with the manufacturer directly, explain that you are claiming in relation to the consumer rights act (2015), for which only the retailer themselves is solely responsible.

·        At this point most retailers will confirm that they must accept a report and ask that you provide one when returning the faulty equipment. Most retailers will also offer to cover the cost of the report itself.

·        If the retailer still refuses to accept a report, ask for written email confirmation that this is the case, along with details of any staff spoken to regarding the matter, either online or instore.  In the age of social media and reviews this seems to help retailers focus on whether a report should be accepted.

·        Finally, instruct your repair agent to produce a report for the faulty set. They will let you know when both the set and report can be collected.

Repair agents are typically local, established businesses with specialised experience in TV repair. They will be more than happy to guide you through what a report will and will not cover and whether a report is the way to go.  

For more information, or to book your set in for repair fill in the form below, or call us directly on (01925) 814711