@Nikkiplay wrote:
That is the big question ! I actually said to my husband to let them deliver the replacement tv and c what happens . We we sent a faulty tv . We spent all morning trying to get it up and running . I was on the phone to an advisor for about an hour and he agreed that the tv was my right . He then suggested we order another one which we did but our son managed to get the faulty tv up and running something the so called experts could do . I Then rang about an hour later to let them know to was ok and to cancel the replacement and was told would cost £25 . I sort of lost it on the phone cos was so insistent I wasn't going to pay this. But hubby took over and payed it !
They should have just actually been replacing the faulty tv which under uk consumer law you are entitled to, not ordering a second Tv and the agent you spoke to was wrong to tell you had to " order" a second as these breaches your rights under consumer law. You then phoned and explained that first Tv was now working and therefore the " replacement " was not necessary. Therefore there should be no canclation fee as you should not there should not have been actually been thing like a second order just a replacement for the first faulty one and you were just advising them that the replacement was not need as the original was not working . If I was you I would get back on the phone and demand a refund of the £25. To my way of thinking to make such a.charge breaches your rights under consumer law as if a item though faulty it should be replaced free of charge. If they were treating the second TV as separate order and they were charging you for it and then refunding you for the first when they got it back. Another thing under consumer law they are not allowed to do. If a item is faulty out of the box as in you situation you are entitled to be replaced at no charge to you, what ever ever the circumstances and they are not allowed to tell you have to order second one first. And never mind if the don't immediately refund the cancellation fee, I would not even go though Skys complaint process, I would tell them that unless the refund was immediately forthcoming you will making a formal complaint against them to trading standards as under consumer law in these circumstances you are entitled to to do.
