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Thread ID: 35635	2003-07-17 23:35:00	Defective Philips 170S4 LCD - Legal Question.	nz_liam (845)	Press F1

Post ID	Timestamp	Content	User
160644	2003-07-17 23:35:00	Here's the deal, At the start of this week I ordered a brand new philips 170S4 LCD monitor, when It arrived late this week I unpacked it and powered it up, the first thing I noticed it that it has a horrible bright green defective pixel, I immediately called Philips who don't want to know me, my argument is that it was shipped faulty, the fault has not developed during its working life, and therefore they should repair of replace it. However philips on the other had make no distinction between shipping a faulty product and a fault that develops, and insists that I need to have multiple defective pixels before they will replace it. I have since called TechPack the supplier who will not let me return the monitor as it has been opened, and insist that I must take the matter up with philips. Other that finding a way to give my monitor multiple defective pixels so philips will replace it what are my options? (Legal or otherwise). Cheers Liam	nz_liam (845)
160645	2003-07-17 23:54:00	I am sure if something is not to your satisfaction you can return and get a refund(check with consumer institute) Then get anothere make.	Thomas (1820)
160646	2003-07-18 00:05:00	> I am sure if something is not to your satisfaction > you can return and get a refund(check with consumer > institute) > Then get anothere make. Here's the problem with that, I can't, the spupplier, TechPack do NOT accept returns once the product has been opened. Cheers Liam	nz_liam (845)
160647	2003-07-18 00:14:00	How on earth are you decide if it is unsatisfactory if it not unpacked. Do check with Fair Trading people,one of the best gov.dept's invented. Maybe the only one come to think of it!	Thomas (1820)
160648	2003-07-18 00:24:00	As far as I know that has been one of the drawbacks with LCDs. You will have to put up with so many dead pixels before they'll accept it for a return. Some manufacturers to guarantee there to be no dead pixels on arrival though.	-=JM=- (16)
160649	2003-07-18 00:37:00	> Here's the problem with that, I can't, the spupplier, > TechPack do NOT accept returns once the product has > been opened. TechPac are talking a load of rubbish. If its not fit for purpose then the y have to refund. What you have to do is prove it isn't fit for purpose. There is, apparently, an acceptable number of stuck or dead pixels in an LCD screen uto which manufacturers will allow the screen to ship. I've heard it is 4 but, don't know how this sits with NZ law. IMO if you can put a case that the stuck pixel is disrupting your viewing to the point where the monitor is not up to standard for what you need it for, eg, distracting you from reading text easily, then you have a good chance of getting a replacement or refund. Keep at them, if people accept below par product then that sets an acceptable standard which the vendors can point to. Cheers Murray P PS. I was looking at getting a Philips LCD, I'm having 2nd thoughts now.	Murray P (44)
160650	2003-07-18 00:47:00	Unfortunately think that all of the LCD makers have a similar policy. And as for not accepting a return of something after it has been opened - if it wasn't brought for business, and the product is not fit for it's intended use, they MUST provide a replacement. I think that you will have more of a case if it's in the middle of the screen, less if it is off to one side. Have a look at viewsonic -their war' and service are great. Nic	nicnz (2273)
160651	2003-07-18 00:51:00	You purchased directly from TechPac? They're suppliers to retail stores, I'd imagine the returns policy is slightly different in this case.	-=JM=- (16)
160652	2003-07-18 01:43:00	Hiya, Under the consumer guarentee's act, the goods must be of acceptable quality . Now although the one dead pixel is not very damaging they may argue over what acceptable quality means . But you have paid for a good, and you have not recieved what you wanted . Therefore you should be allowed a full refund or repair . In Phillips not doing so, they could be under breech of the Consumer Guarantee's Act of New Zealand and possibly the Fair Trading Act . My advice, ring them up, ask to speak to a manager or supervisor or something . Tell them they could be in breech of the Consumer Guarantee's act . Then tell them you would like it repaired or replaced, free of charge, and where should you drop it off to be repaired/replaced . You have to be assertive . Just remember try speaking to a big boss, they are the ones to listen . - David	DangerousDave (697)
160653	2003-07-18 01:48:00	Buying from TechPac suggests to me that it was a commercial (business) transaction as they do not sell to the public. As such, their business terms and conditions will apply and the Consumer Guarantees Act and other consumer protections do not apply. IMHO the Fair Trading Act is also out of the picture. Reading the back of your invoice or packing slip might clarify TechPac's "opened returns" policy, and any other rights you have. You do not say where the offending pixel is on screen but unless it is in the primary viewing area it is probably within the manufacturer's specs. You actually need to know Philips' specs for defective pixels, and I think that most manufacturers would be more critical of faults within the primary viewing area and probably even more critical of locked-on colour pixels as opposed to dead pixels. Unless it is outside Philips' written spec you are unlikely to get any help from them or TechPac I'm afraid. Of course, having a polite conversation with the National Sales (not warranty) Manager and tactfully pointing out the damage that can be done to sale figures through debates about product quality on public forums as opposed to the kudos received from publicity about doing what it takes to retain a satisfied customer can sometimes produce results. Cheers Billy 8-{) [b][pre]*cough* If you and I were less ethical persons, we might consider spiking the electronics, as a dead LCD screen should fit nicely within their warranty policy	Billy T (70)
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