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Originally Posted by Simon Young  Well I just had a phone call from PRC to say that they have received my letter and have contacted Pioneer Technical Support to arrange an engineer to come out and look at my plasma. Apparently they need to report it as faulty before PRC will agree to a refund. However, if the engineer is unable to see the fault the he can apparently charge me for the call out! I find that unacceptable, but I'm not sure what else I can do. Frankly I had expected a reply in writing from PRC, given that my letter was addressed to the manager.
I can just see what's going to happen. The engineer will deny the fault and tow the Pioneer company line, I'll be charged some ridiculous fee and then I will be stuck with a faulty TV. Perhaps I should start preparing my second letter - one that ends with the words "small claims court".  |
Hmm, well the Pio official line is that this isn't a fault. If you were to go down the small claims court route, I think you might have to get an
independent engineer to look at your set and compile a report and then include the cost of that in your claim. Out of interest, what did they base their decision to replace your first set on? Sorry to sound like a broken record, but maybe check with Consumer Direct before they close for Easter.
Also looking on the bright side, at least they are entertaining the idea of a refund - now you need to focus on establishing a fair process of confirming the fault, which is why I'd be interested to know how the original was replaced? If that processes was good enough then, why can't it be applied now? I don't remember you getting a Pio engineer visiting before your first screen was replaced.
Regards
Mark Mac