Returning a TV to Lidl

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I purchased a 32" Toshiba in Lidl in Dec 2014 and assume that they still provide a three year warranty on electrical items. The TV stopped working recently. I have a receipt for proof of purchase but just need to know if I should return the item to the Lidl store or is the warranty with Toshiba.
Thanks in advance.

Atlantic Dawn

Return to the LIDL store. Not sure what outcome will be, unlikely they can get that same model again so they may offer to repair it or else refund the money.

Logo

Atlantic Dawn wrote: »

Return to the LIDL store. Not sure what outcome will be, unlikely they can get that same model again so they may offer to repair it or else refund the money.

Thanks for the prompt reply. I don't really have a problem with a repair or refund so I will return the TV to the Lidl store tomorrow.

rdavey14

Logo wrote: »

Thanks for the prompt reply. I don't really have a problem with a repair or refund so I will return the TV to the Lidl store tomorrow.

You always have to go back to store not manufacturer.

byte

You could give their CS a ring on 1800 201080 to see what the correct procedure is. For some products (own brands), they arrange uplift of goods for inspection and repair/replacement. Not sure what the deal is for branded goods.

my3cents

byte wrote: »

You could give their CS a ring on 1800 201080 to see what the correct procedure is. For some products (own brands), they arrange uplift of goods for inspection and repair/replacement. Not sure what the deal is for branded goods.

Just what I was thinking. I've only seen Lidl own brand stuff with a 3 year guarantee.

byte

my3cents wrote: »

Just what I was thinking. I've only seen Lidl own brand stuff with a 3 year guarantee.

It could depend on what deal they have with various outside manufacturers.

Most of their own stuff is handled, it seems, by a company called Kompernass. Quite efficient, they are too. Workmate had a cordless drill that went faulty, was told to box it without accessories, just the drill. Just over a week later, a new drill with ALL accessories came back. So now he has a spare charger and battery - not bad!

Worst case scenario, Sales of Goods Act could come into play, as product died prematurely

WHL

I went back to Lidl tonight with a weather station that stopped working. It is five months old. They said that you can only return to the store within 60 days so I need to ring the Customer Service number listed above. I'll do that tomorrow

Logo

byte wrote: »

It could depend on what deal they have with various outside manufacturers.
Worst case scenario, Sales of Goods Act could come into play, as product died prematurely

Do I have a leg to stand on if the Sales of Goods Act comes into play? And why would Lidl advertise a three year warranty on electrical items?

FanadMan

Check any Lidl documents that came with it for their warranty info. You'll prob end up calling Koppernass who are lovely to deal with. I had different faulty electrical stuff from Lidl and ended up with brand new, and some of the things (kettle and toaster) I was told to send to local recycling so no hassle with sending back. But for a branded TV, you'll prob end up with a courier collecting it first.

Logo

Logo wrote: »

I have a receipt for proof of purchase .

At least I thought I had! The TV was paid with credit card so I assume that this is an acceptable proof of purchase?

freshpopcorn

My brother had an electrical garden item that broke. We brought it back to the store they said call customer support because it was more than sixty days.
We did this. I think we had to email them a picture of the receipt and they said they might pick up the old item. They never did. They just delivered a new one to him!

dudara

Logo wrote: »

At least I thought I had! The TV was paid with credit card so I assume that this is an acceptable proof of purchase?

Yes, it should be fine.

I'd recommend to ring Customer Service first, so as to avoid lugging the TV to the store, unless you have to.

Logo

I contacted Lidl Customer Service number and they couldn't find a reference to the serial number so passed me onto the local store. I was told that the store warranty is one year and the supplier warranty is two years... so I'm out of luck:(

smelly sock

Lidl are really good to deal with.

I bought an electric hedge cutter.

Unboxed it and used it. Little fella spilled a glass of water on it the next day. I put it back in the box and returned it saying it never worked out of the box.

Money back no questions asked.

Excellent service.

Logo

smelly sock wrote: »

Lidl are really good to deal with.
Excellent service.

I thought Lidl had a three year returns policy on electrical items and am a bit pissed off to be honest

freshpopcorn

Logo wrote: »

I thought Lidl had a three year returns policy on electrical items and am a bit pissed off to be honest

I'd ring the customer service number again and explain what happened!

smelly sock

Logo wrote: »

I thought Lidl had a three year returns policy on electrical items and am a bit pissed off to be honest

You could chance your arm with the store? Stranger things have happened in LIDL. Whats the worst they can say?

Del2005

Logo wrote: »

I contacted Lidl Customer Service number and they couldn't find a reference to the serial number so passed me onto the local store. I was told that the store warranty is one year and the supplier warranty is two years... so I'm out of luck:(

You still have the sale of goods and services act.

Logo

Del2005 wrote: »

You still have the sale of goods and services act.

I'm not sure what this act entitles me to but I expect it doesn't provide much cover for a faulty TV after 2.3 years. I bought the TV in Lidl thinking that I had a three year electrical guarantee - was I dreaming?

dudara

Logo wrote: »

I contacted Lidl Customer Service number and they couldn't find a reference to the serial number so passed me onto the local store. I was told that the store warranty is one year and the supplier warranty is two years... so I'm out of luck:(

Sorry, but that's b*llocks. Warranties and guarantees are in addition to your consumer rights and cannot supersede them. You are entitled to expect a TV to last a reasonable lifetime, depending on the quality of the item and assuming no misuse on your part. Modern TVs don't last as long as the old CRT versions, but I'd still expect about 5 years (my opinion, others may vary).

Tell them that you want to get this replaced, repaired or refunded in line with your consumer rights. If they do not work with you on this, inform them via registered letter that you will proceed with a Small Claims Court.

Bear in mind that you've had over 2 years use of the TV, so that depreciation will have to be accounted for.

Logo

dudara wrote: »

Tell them that you want to get this replaced, repaired or refunded in line with your consumer rights.

I would be really happy with a repair or replacement. BTW I've googled my consumer rights but I'm still confused...

Del2005

Logo wrote: »

I would be really happy with a repair or replacement. BTW I've googled my consumer rights but I'm still confused...

You go back to the vendor and say that the item you bought is faulty and you'd like it rectified as is your rights under the sale of goods act. You will be then be offered a refund, repair or replacement its up to you and the vendor to decide which option is taken. If repaired it has to be permanent.

Logo

Del2005 wrote: »

... as is your rights under the sale of goods act.

What exact paragraph in the sales of goods act do I quote when asked?

dudara

Logo wrote: »

What exact paragraph in the sales of goods act do I quote when asked?

You shouldn't need to go that far. Just reference the Sale of Goods & Supply of Services Act 1980. According to the Consumer Association of Ireland website...

Know your Rights

Under the Sale of Goods and Supply of Services Act 1980, anything you buy from a retailer must be:

-of merchantable quality
-fit for its normal purpose, and reasonably durable
-as described, whether the description is part of the advertising or wrapping, on a label, or something said by the salesperson.

When you buy goods from a retailer, you make a contract with him. He agrees to provide certain goods to you for a certain price. If your purchase turns out to be faulty, the retailer, not the manufacturer, is responsible to you and must sort out your complaint. You are entitled to a refund, a replacement or a repair.

Logo

Thanks for your help. Talking to the local store person earlier it sounded like an open and shut case i.e. the store warranty is one year and the supplier warranty is two years... My local Lidl is a few miles away so I'll try to return the TV over the next few days.

my3cents

Logo wrote: »

Thanks for your help. Talking to the local store person earlier it sounded like an open and shut case i.e. the store warranty is one year and the supplier warranty is two years... My local Lidl is a few miles away so I'll try to return the TV over the next few days.

I suspect the local store won't want to know. You might be better talking to customer service by email. If customer service won't help then you can just use the email as proof they won't help and as a bases for starting a Small Claims Case.

jacob2

bought a silvercrest 32 inch tv it stated 3 year guarantee stopped working bought back to lidl were i bought it they said they cant take it back as its over a year old lidl ring customer care and they will sort it out.. customer care said sent to a address in scotland for repair wat a laugh they will pay for the courier if the fault is the tv if the fault that i caused i will have to pay the courier there all ways a catch to 3 year guarantee if u buying a tv go to powercity were thety are dealing with tv.s everday lidl has them one day and thats it

L1011

smelly sock wrote: »

Lidl are really good to deal with.

I bought an electric hedge cutter.

Unboxed it and used it. Little fella spilled a glass of water on it the next day. I put it back in the box and returned it saying it never worked out of the box.

Money back no questions asked.

Excellent service.

And fraud, on your part.

The more abuse of returns policies, the less generous they become.

smelly sock

L1011 wrote: »

And fraud, on your part.

The more abuse of returns policies, the less generous they become.

Sorry your spot on.

I'll head back over tonight, come clean and return the 50 quid to them.

FanadMan

Think Lidls 3 year warranty is for their own products only - as it was for a branded tv the warranty would be different. Hopefully you'll get it sorted OP - their customer service is normally great.

L1011

smelly sock wrote: »

Sorry your spot on.

I'll head back over tonight, come clean and return the 50 quid to them.

sarcasm is about as unappreciated as fraud here

Logo

FanadMan wrote: »

Think Lidls 3 year warranty is for their own products only - as it was for a branded tv the warranty would be different. Hopefully you'll get it sorted OP - their customer service is normally great.

Thanks! I didn't know that. Do you reckon that I'm wasting my time taking the TV back now? Esp since I've a complaint reference number created because of phone call earlier.

theteal

Logo wrote: »

Thanks! I didn't know that. Do you reckon that I'm wasting my time taking the TV back now?

Forget about this warranty lark. A warranty is a sales tool, it can make life a bit simpler but it has no standing in law. If an item is faulty you're entitled to have it repaired/replaced under the Sale of Goods act. No name brand TV (that hasn't been misused) should die in a little over 2 years. The item needs to last a "reasonable" amount of time. You need to remind the retailer of this and be prepared to start Small Claims proceedings if they fob you off - you'll get plenty of guidance here on how to do so.

Logo

theteal wrote: »

Forget about this warranty lark. A warranty is a sales tool, it can make life a bit simpler but it has no standing in law. If an item is faulty you're entitled to have it repaired/replaced under the Sale of Goods act. No name brand TV (that hasn't been misused) should die in a little over 2 years. The item needs to last a "reasonable" amount of time. You need to remind the retailer of this and be prepared to start Small Claims proceedings if they fob you off - you'll get plenty of guidance here on how to do so.

So do you recommend that I return the TV to where it was purchased and hope for the best, or pursue it by emailing customer service with reference to the complaint number raised...

my3cents

Logo wrote: »

So do you recommend that I return the TV to where it was purchased and hope for the best, or pursue it by emailing customer service with reference to the complaint number raised...

I really doubt that the shop will take it back. They have no method of processing it. Great if the shop do take it back but what are they going to do with it?

smelly sock

L1011 wrote: »

sarcasm is about as unappreciated as fraud here

Hardly fraud.

ytpe2r5bxkn0c1

smelly sock wrote: »

Hardly fraud.

It most certainly, in law, was fraudulent.

SteoL

smelly sock wrote: »

Hardly fraud.

Monetary gain as a result of deception, what would you call it?

theteal

Logo wrote: »

So do you recommend that I return the TV to where it was purchased and hope for the best, or pursue it by emailing customer service with reference to the complaint number raised...

Email customer service. You've already done the "back to store" step. Let them know that they're in breach of your consumer rights and you may be forced to start small claims court proceedings if not dealt with in 10 working days.

L1011

smelly sock wrote: »

Hardly fraud.

Legally it would be considered so. There's to be no further suggestions of fraudulent actions.

Rallycrazygirl

We had a power washer that a part broke off. Had it about 2 years said it to store manager can we order replacement part. Told me to ring customer services.

Rang and looked to buy replacement part, told me to email copy of receipt and that they would send out part free of charge.

Couple weeks later brand new power washer came. I rang thought there was a mistake and girl on phone said easier to send out full unit.

Definitely ring customer services I'm sure you'll get a full refund or new product.

smelly sock

Opportunistic would be more accurate.

L1011

As was said - there is be no further discussion of fraudulent activities.

Del2005

theteal wrote: »

Email customer service. You've already done the "back to store" step. Let them know that they're in breach of your consumer rights and you may be forced to start small claims court proceedings if not dealt with in 10 working days.

Include a link to the Irish laws as customer service is UK based they might need a reminder.

http://www.irishstatutebook.ie/eli/1980/act/16/enacted/en/html

antoinolachtnai

Lidl returns for electronics are very chaotic in my experience. Lidl in Ireland don't really understand the electronics business very well.

They will eventually do the right thing, but they are a bit mixed up. The management there do not really seem to understand their responsibilities.

You need to put everything in writing, by email. They will write back to you and try to avoid responsibility, but keep at them. Eventually, threaten the District Court.

I would suggest that you try to deal with Lidl from beginning to end. If they pass you on to the manufacturer or distributor, ask them to state in writing that they have appointed the manufacturer or distributor to act as their agent. They are entitled to appoint an agent. They are not entitled to wash their hands of the whole thing.

If they can't replace the item and want to give you a refund, you are only entitled to the depreciated value of the TV.

Lidl has some problem in their accounts department that makes it very difficult for them to issue cheques, so they might offer to send you out a slightly larger value of vouchers in lieu. You might as well take these. You have to eat and life is short.

They take a long time to do anything but they eventually do the right thing if you keep at them.

Yamanoto

I had to push Lidl very hard to have a faulty strimmer replaced & found the whole process unnecessarily convoluted. I was passed between Ireland, the UK & Kompernass in Germany for weeks, before someone in their Irish operation took ownership of the issue and got it sorted immediately.

Perhaps I was just unlucky, as you do hear of positive experiences too, but for such a large operation, they did seem oddly unaware of their statutory obligations under Irish consumer law.

my3cents

Yamanoto wrote: »

I had to push Lidl very hard to have a faulty strimmer replaced & found the whole process unnecessarily convoluted. I was passed between Ireland, the UK & Kompernass in Germany for weeks, before someone in their Irish operation took ownership of the issue and got it sorted immediately.

Perhaps I was just unlucky, as you do hear of positive experiences too, but for such a large operation, they did seem oddly unaware of their statutory obligations under Irish consumer law.

Its funny how the staff and management of Lidl and many other stores live in a perfect world where nothing they buy ever goes wrong so not having to use Irish consumer law themselves know nothing of it?

Samuel T. Cogley

my3cents wrote: »

Its funny how the staff and management of Lidl and many other stores live in a perfect world where nothing they buy ever goes wrong so not having to use Irish consumer law themselves know nothing of it?

The issue is no member of the store staff or store managers make the policies, it's much easier to simply plead ignorance.

As Thereal said, write to them and then take it to small claims. after 3 years you should expect about 60% of the value of the TV, that's anecdotal. What's not is that a TV would be expected to last longer than three years.

antoinolachtnai

Yamanoto wrote: »

I had to push Lidl very hard to have a faulty strimmer replaced & found the whole process unnecessarily convoluted. I was passed between Ireland, the UK & Kompernass in Germany for weeks, before someone in their Irish operation took ownership of the issue and got it sorted immediately.

Perhaps I was just unlucky, as you do hear of positive experiences too, but for such a large operation, they did seem oddly unaware of their statutory obligations under Irish consumer law.

I had a bit of this. Don't deal with Kompernass. Lidl asked me did I agree to having the matter dealt with by Kompernass. They believed they needed my consent to do this. I told them I did not consent.

Logo

Just to give an update on this post. The TV is two years old and the picture isn't working. I have been in contact with a Lidl Customer Care member & supervisor over the last few weeks by email but they only reply by phone. In the last call they stated that the paperwork with the TV had a form which I could have completed to extend the warranty to five years - but I didn't fill out the form (not sure if it ever existed as I didn't keep the manual). I've emailed them numerous times to provide a reply in writing but they never reply to the requests. At this stage I'm tempted to go down the Small Claims route - but also wondering if it's worth the bother. Any feedback appreciated.