Humax Foxsat HD not working and no warranty service in ROI...

Issac

Hi all,

Apologies if this has already been discussed, I did search for it but couldn't find anything relating to my problem.

My Foxsat HD box has died (refuses to come out of stand by). There seems to be a common problem with the capacitors in these boxes and I think that is the cause. The box was bought in Richer Sounds Birmingham just before Christmas 2010. Anyway I rang the (premium UK) support number for Humax as the box is less than two years old and is still under warrenty. They told me that even though the box is under warranty they will not return the box to the ROI after they fix it - "You can pick it up in the UK" is what I was told . Is it me or does this sound ridiculous? I pointed out that their boxes are commonly sold in the Republic and so the warranty should surely cover here as well -"We're a UK company" is all I got as a reply.

Has anyone else dealt with this before? Is there someone in Ireland that deals with this type of thing?

John mac

drop John a pm over here. I'm sure he will be able to help you out..

Issac

John mac wrote: »

drop John a pm over here. I'm sure he will be able to help you out..

Thanks for that, I'll give him a try.

excollier

Would you expect Saorview/Saorsat box manufacturers to treat someone in west Wales any differently?

Issac

excollier wrote: »

Would you expect Saorview/Saorsat box manufacturers to treat someone in west Wales any differently?

If they were selling products in that country through a recognised dealer then yes absolutely. Would you not?

Skull Murphy

You bought your Humax in Birmingham. That was still the UK last I was aware.

Issac

Skull Murphy wrote: »

You bought your Humax in Birmingham. That was still the UK last I was aware.

That was never in dispute but thanks for the geography lesson.... The point is they will not provide adequate warranty coverage to the ROI. I have two other Humax boxes - both bought in the ROI - and if anything goes wrong with them while under "warranty" and I have to return them to the manufacturer for repair, they will not return the boxes to the country they were bought in. These boxes are still on sale in major retailers here (Maplin etc.) and people should be warned that this is how they operate!

evilivor

Issac wrote: »

Skull Murphy wrote: »

You bought your Humax in Birmingham. That was still the UK last I was aware.

That was never in dispute but thanks for the geography lesson.... The point is they will not provide adequate warranty coverage to the ROI. I have two other Humax boxes - both bought in the ROI - and if anything goes wrong with them while under "warranty" and I have to return them to the manufacturer for repair, they will not return the boxes to the country they were bought in. These boxes are still on sale in major retailers here (Maplin etc.) and people should be warned that this is how they operate!

If you buy it from Maplin you bring it back to Maplin - your contract is with them.

muincav

Issac wrote: »

Hi all,

Apologies if this has already been discussed, I did search for it but couldn't find anything relating to my problem.

My Foxsat HD box has died (refuses to come out of stand by). There seems to be a common problem with the capacitors in these boxes and I think that is the cause. The box was bought in Richer Sounds Birmingham just before Christmas 2010. Anyway I rang the (premium UK) support number for Humax as the box is less than two years old and is still under warrenty. They told me that even though the box is under warranty they will not return the box to the ROI after they fix it - "You can pick it up in the UK" is what I was told . Is it me or does this sound ridiculous? I pointed out that their boxes are commonly sold in the Republic and so the warranty should surely cover here as well -"We're a UK company" is all I got as a reply.

Has anyone else dealt with this before? Is there someone in Ireland that deals with this type of thing?

Yes-that is what I was told also when I bought my Humax in Argos in Armagh. As they ask for your name and postcode to check if you are a tv licence holder I told them I was from the Republic and thats when they say that the warranty does not cover your purchase. If I had someone with a paid TV licence in the North I could have used their name and details but alas no-
So my friend you are not alone...

Issac

evilivor wrote: »

If you buy it from Maplin you bring it back to Maplin - your contract is with them.

They won't cover it for the duration of the warrenty. For example Richer Sounds will cover the purchase for 3 months after the purchase but there after you are supposed to deal with the manufacturer, this is standard practice, not just in electrical goods either.

muincav wrote: »

Yes-that is what I was told also when I bought my Humax in Argos in Armagh. As they ask for your name and postcode to check if you are a tv licence holder I told them I was from the Republic and thats when they say that the warranty does not cover your purchase. If I had someone with a paid TV licence in the North I could have used their name and details but alas no-
So my friend you are not alone...

It really is a crazy way to do business, they shouldn't be allowed to do it.

paultf

For anyone reading this thread and is thinking of getting a freesat box, Amazon provide a good service.

I purchased a freesat Echostar box from them recently. There is a 60 day no quibble policy - simply return if you don't like the box and get a full refund.

There is a 1 year gaurantee with Amazon. If the box is faulty, Amazon will give you a new box.

I wonder does the above apply with a Humax?

(Also there were posts here before in relation to freesat boxes - something about an EU law which says that these goods automatically have a 2 year warranty with the manufacturer? Can't remember the extact wording.)

marco_polo

Issac wrote: »

They won't cover it for the duration of the warrenty. For example Richer Sounds will cover the purchase for 3 months after the purchase but there after you are supposed to deal with the manufacturer, this is standard practice, not just in electrical goods either.

It really is a crazy way to do business, they shouldn't be allowed to do it.

As you physically bought the item in the UK, the UK Sales of goods act applies in this case.

http://www.citizensinformation.ie/en/consumer_affairs/consumer_protection/consumer_rights/consumer_rights_and_cross_border_shopping_in_the_european_union.html

The main rights that are given to every European consumer under the European Directive on certain aspects of the sale of consumer goods and associated guarantees (1999/44/EC) are set out below.

•If you purchase goods or services from another EU Member State and they were advertised in your country, you are protected under consumer law of your home country.

•If you purchased goods or services from a representative of the business in your home country, national consumer law of your home country protects you.

•If you buy goods or services while you were visiting another EU Member State the laws of the country in which you bought the items apply.

As such the legal responsibilities for resolving any issues rests with the seller, not the manufacturer. Your main problem would appear to be that after the first 6 months, under the law the onus is on you to prove that there was an inheriant manufacturing fault with the prooduct not the retailer. In any case Richersounds directing you to deal directly with the manufacturer after the initial 3 months sounds very legally dubious to me.

http://www.lemon-co.co.uk/article_sale-of-goods-europe.php

What does a Consumer have to do?
•In all cases the consumer must bring the defect to the seller's attention within two months of identifying it otherwise the rights are forfeited.
• After 6 months, the consumer must demonstrate that the goods are not in conformity with the contract.

The manufacturer warranty through which you are dealing with Humax, can be considered seperate to your 'core' rights as a consumer under the UK sales of goods act, if it states that it is limited to the UK only to the best of my knowledge I don't think that the are under any obligation to extend it EU wide (Or at least I am not aware of any obligation).

As i say this is only my fairly limited understanding of matters, so it would be worth getting in touch with the European Consumer Center Ireland and/or relevant UK consumer agency to find out exactly where you stand.

http://www.eccireland.ie/
http://www.direct.gov.uk/en/Governmentcitizensandrights/Consumerrights/DG_182935

Yamanoto

Issac wrote: »

They won't cover it for the duration of the warrenty. For example Richer Sounds will cover the purchase for 3 months after the purchase but there after you are supposed to deal with the manufacturer, this is standard practice, not just in electrical goods either.

It really is a crazy way to do business, they shouldn't be allowed to do it.

Your ability to seek remedy is certainly not limited to a period of 3 months.

The applicable UK Statute is The Sale of Goods Act 1979 (as amended) and you also have recourse via Directive 99/44/EC - both state that when a consumer buys goods from a trader they must be as described; of a satisfactory quality and fit for purpose. This legislation also states that the seller, not the manufacturer, is legally obliged to sort out a problem if the goods do not meet these requirements.

I know the nature of your post is more to do with the issue of having the box returned to ROI. I'd recommend you call the European Consumer Centre for advice on 01 8797620, they're very helpful.

Also consider having the box returned to your own 'personal' NI address courtesy of Parcel Motel - cost €3.50. Check out the thread below, I've used it myself & highly recommend it. I wouldn't be surprised however, if Richersounds in Belfast didn't find a way to smooth out your trouble as suggested above.

http://www.boards.ie/vbulletin/showthread.php?t=2056698663

https://www.parcelmotel.com/

Mr Keek

paultf wrote: »

For anyone reading this thread and is thinking of getting a freesat box, Amazon provide a good service.

+1, Amazon are a fantastic company to deal with. I had a Humax Freeview HD box which I used for Saorview and it died after 8 months.

Just contacted them on their webchat, and they told me that I could have a replacment, but as they no longer stocked that particular box, they would offer me a full refund instead.

Posted the Set Top Box back, Amazon covered the post, just print off the lable and stick it onyo the side of a box. I had the origional packaging long since thrown out, and this didn't matter.

excollier

I think the main thing here is that it is a Freesat box, intended for sale, and use, in the UK.
No-one outside the UK has a "right" to Freesat, it's there by happy co-incidence.
So if you buy something in the UK, intended for use in the UK, and it goes wrong in Ireland, then it seems reasonable that they don't want to know about it.
I use a Foxsat HDR myself, and accepted that if it fails here, then that's my problem.

Issac

marco_polo wrote: »

As you physically bought the item in the UK, the UK Sales of goods act applies in this case.


As i say this is only my fairly limited understanding of matters, so it would be worth getting in touch with the European Consumer Center Ireland and/or relevant UK consumer agency to find out exactly where you stand.

http://www.eccireland.ie/
http://www.direct.gov.uk/en/Governmentcitizensandrights/Consumerrights/DG_182935

Yamanoto wrote: »

Your ability to seek remedy is certainly not limited to a period of 3 months.

I know the nature of your post is more to do with the issue of having the box returned to ROI. I'd recommend you call the European Consumer Centre for advice on 01 8797620, they're very helpful.

Thanks for the suggestions, I'll give these guys a try and see what happens.
I also contacted Richer Sounds Belfast and they have been very helpful, John up there really runs a tight ship.

Liameter

For anyone with a Humax Foxsat HD, whose capacitors fail outside warranty, you can get a repair kit here:
http://www.satcure.co.uk/accs/page12.htm#humax
Alternatively, you might like to replace them before they fail, at a time that's convenient, and not when the wife and kids are screaming for their TV.

Cerco

Does anybody know if all Humax Foxsats are effected or is it restricted to a range of serial numbers or production period?
Has the problem been resolved in the newer boxes?

Thanks for your replies. Cerco

branners69

@ OP

Would Parcel Motel be any good to you, get RS to post it to the Parcel Motel post code and they forward it on to somewhere near you!

https://www.parcelmotel.com/

Issac

branners69 wrote: »

@ OP

Would Parcel Motel be any good to you, get RS to post it to the Parcel Motel post code and they forward it on to somewhere near you!

https://www.parcelmotel.com/

Thanks for the suggestion. Yes this would have worked ok but Richer Sounds are now going to allow me to use their Belfast address and they will send me the unit free of charge when it's returned to them. Great people to deal with there!

watty

Cerco wrote: »

Does anybody know if all Humax Foxsats are effected or is it restricted to a range of serial numbers or production period?
Has the problem been resolved in the newer boxes?

Thanks for your replies. Cerco

ALL poorly ventilated DVDs, VHS, Analogue Sat, Digital Sat etc ALWAYS been affected.

Look at how many different kits Satcure does (or used to do)

muincav

Kinda off-topic but Im wondering if someone from Northern Ireland goes to Argos in the Republic to buy a Saorview Box do the staff there ask them for name and address to check up their licence details and if they say they are from the North do the Argos staff tell them that the warranty will not cover their purchase?

Hotblack Desiato

excollier wrote: »

I think the main thing here is that it is a Freesat box, intended for sale, and use, in the UK.
No-one outside the UK has a "right" to Freesat, it's there by happy co-incidence.

Nobody has the right to the Freesat signal outside the UK, however overspill is inevitable. This is an issue for broadcasters/programme makers to get worked up about, nothing at all to do with warranties on receivers.

So if you buy something in the UK, intended for use in the UK, and it goes wrong in Ireland, then it seems reasonable that they don't want to know about it.
I use a Foxsat HDR myself, and accepted that if it fails here, then that's my problem.

This is quite simply wrong. Your rights as a consumer within the EU are not lost by buying from another EU country. We are in a single market for 20 years now...

However if in the situation of the OP and could not get satisfaction in any other way, I would consider making an offer towards the extra postage cost.

Probably just a few caps though (well known problem on the HD, the HDR is reliable) and easily sorted at very little cost if you can solder

Yamanoto

ninja900 wrote: »

This is quite simply wrong. Your rights as a consumer within the EU are not lost by buying from another EU country. We are in a single market for 20 years now...

The issue for the OP is whether Humax UK are under any obligation to return a unit repaired under warranty to a territory in which they do not offer products for sale.

But if Amazon or Richer Sounds ship Freesat products here, then yes we do have a right to seek remedy regardless of it being a 'UK only' product.

Issac

Yamanoto wrote: »

The issue for the OP is whether Humax UK are under any obligation to return a unit repaired under warranty to a territory in which they do not offer products for sale.

But if Amazon or Richer Sounds ship Freesat products here, then yes we do have a right to seek remedy regardless of it being a 'UK only' product.

That was my original issue yes but this has been cleared up by Richer Sounds Belfast. The issue now is I have 2 other Humax boxes, bought by retailers in the ROI and Humax's warranty will not cover them here if anything goes wrong with them.

excollier

Yamanoto wrote: »

The issue for the OP is whether Humax UK are under any obligation to return a unit repaired under warranty to a territory in which they do not offer products for sale.

But if Amazon or Richer Sounds ship Freesat products here, then yes we do have a right to seek remedy regardless of it being a 'UK only' product.

Then the issue is with the supplier, not the manufacturer. This product is not for use outside the UK, officially, so as far as I can see, Humax can wash their hands of it.

Cerco

Issac wrote: »

That was my original issue yes but this has been cleared up by Richer Sounds Belfast. The issue now is I have 2 other Humax boxes, bought by retailers in the ROI and Humax's warranty will not cover them here if anything goes wrong with them.

Check out the Sale of Goods Act. The respponsibility lies with the retailer from whom the goods were purchased. If you have an issue with a failed unit contact the retailer.

Yamanoto

excollier wrote: »

Then the issue is with the supplier, not the manufacturer. This product is not for use outside the UK, officially, so as far as I can see, Humax can wash their hands of it.

I'd agree it renders the Humax warranty less viable. Saying the product is not for use outside the UK officially is correct & particularly pertinent where Irish buyers engage with Humax UK directly. It's also worth stressing that those who purchase from an Irish retailer or UK store shipping to ROI enjoy the same levels of statutory protection as their UK counterparts, regardless of Freesats designation as a 'UK only' platform.

Issac wrote: »

That was my original issue yes but this has been cleared up by Richer Sounds Belfast. The issue now is I have 2 other Humax boxes, bought by retailers in the ROI and Humax's warranty will not cover them here if anything goes wrong with them.

As Cerco says above, SOGA 1980 affords you a far greater scope to seek remedy than a manufacturers warranty typically would.

Hotblack Desiato

excollier wrote: »

Then the issue is with the supplier, not the manufacturer. This product is not for use outside the UK, officially, so as far as I can see, Humax can wash their hands of it.

The only reason Humax can wash their hands of it is because they are not the retailer - they have no obligation to offer any warranty to customers at all. If they choose to do so as a matter of goodwill that's up to them and on their terms.

Your consumer rights are enforceable against the retailer and these rights do not disappear if you buy in another EU country or buy a product that is primarily marketed towards consumers in another EU country. The product is legal to use throughout the EU.