Happy Ending In Broken TV Saga |
2nd August 2006 |
The saga of a South Tyneside pensioner's gripe with
a high-street electrical store has had a happy ending,
thanks to the Borough Council.
The authority's Trading Standards Service has stepped
in to resolve the matter after being approached by
Councillor John A Wood, Ward Member for Beacon & Bents
in South Shields.
At one of his regular visits to sheltered accommodation
in the area, a 78-year-old constituent told him about
the poor service she was getting from the electrical
store - a major household name. She had been given
a television set as a Christmas present by her son,
but something went wrong with it in June.
It was returned to the store, which sent it away for
repairs and, despite repeated telephone calls, kept
it for more than 25 days. In explanation, the owner
was told that the wrong parts had twice been delivered.
Councillor Wood said: "This lady kept getting
the runaround from the store, which was pretty shabby
treatment. She doesn't get out much and her television
is one of her few links with the outside world. For
her to be without it for the best part of a month was
a real hardship for her, and she came to
my ward surgery to ask me if I could help her, which
I was happy to do.
"I am very grateful to the Trading Standards
team for their success in dealing with this matter.
It is a prime example of how the Council can work with
and help the Borough's residents."
When Trading Standards staff investigated the complaint,
the retailer told them that the correct parts for the
television were in the process of being fitted. They
then discovered that small print in the warranty entitled
the pensioner to a new set if the broken one was not
repaired within 21 days.
Councillor Michael Clare, Lead Member for Environment,
Housing and Transport, said: "This was pointed
out to the retailer. Because they did not have a like-for-like
replacement, they gave this lady store vouchers for
her to buy a new television which, of course, she was
very pleased about.
"This is an excellent example of the kind of
work that our Trading Standards Service does. They
are there to protect the consumer and will always investigate
any complaint that a resident may have.
"They are usually able to secure satisfactory
solutions to such problems as faulty goods or dodgy
credit deals and I would urge anyone who has concerns
in this area to contact Consumer Direct on 0845 404
0506."
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