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Faulty New Equipment & Expired Warranty

I bought a complete post production equipment set up for £14,292 from a supplier I thought was reputable two years ago for an expected job. I empty my savings and even took some loan to go ahead with the acquisition.

Unfortunately, when I finish setting up the equipment there was a problem. While the supplied Sony PVM-2541 OLED HD monitor booted correctly there was no image displayed. I instantly thought it is the Blackmagic DeckLink Card fitted on the MacPro. While I was trying to figure out what to do, I lost the job (mainly because I could not do a presentation with my faulty set up). I was so depressed that I pack the whole equipment up. About five months ago, I set up the equipment again and got in touch with the supplier telling them my problem. They agree with me that it must be the Decklink card and that I should remove it and package it to them. When they got the Decklink and tested it, they found it to be working perfectly. Thereafter I had to send the whole MacPro back to them for checks. They found out everything is OK with it

I then resort to careful analysis of my set up, getting another monitor in. This was when I discovered that the Decklink was getting image through to another monitor. I then told my supplier my discovery. I was asked to pack and send the monitor back. After they examine the monitor, they found it faulty. I was advice that they will sent it back to Sony for repair and that it will cost me some money as my one year warranty has expired.

I agreed that they should send it, thinking it will be fixed with £300 maximum. Now they have gotten back to me. They are asking me to pay £1,226 (without VAT). With VAT, it will be over half the cost of the monitor. PLEASE I NEED ADVICE ON WHAT TO DO!

I understand that there is an over-ride trading law for defective equipment sales in UK, regardless of warranty. Please how can this apply to me? HELP!

  • I suspect that you're out of luck. You're a business not a consumer, and you held onto the goods too long before getting to grips with the problem.

    Businesses really need to check their purchases within days to be able to rely on statutory protections rather than warranty.

    There might be mileage in the argument that the the goods were faulty from the start but that's the sort of thing that needs a lawyer - do you pay, get the monotor and then sue, or sue for the monitor itslf, or neither because its hopeless.

    3 years ago
  • If you can prove that the fault was inherent, some parts of the SoGA still supply to B2B transactions, but it's up to you to prove, and that means getting an engineers report, and that means paying someone. Your contract is with the vendor, not manufacturer.

    Probably didn't help yourself by leaving it so long and not doing better debugging of the problem, which held you up.

    3 years ago
  • Marlan, a business is still covered by the Sale of Goods Act (UK) but has less scope than for a retail consumer. Goods still have to be in working order and fit for purpose etc and rights are still maintained, however the time period may be less or be specific in the contract of sale.

    If the equipment was supplied by a Sony Authorised supplier then both you and the supplier will have recourse for repair or replacement within the terms specified at the time of sale (often 12 months).

    Henry, I'm really sorry to hear of your plight.

    If, as you suggest, it was outside the "warranty" period then Sony WILL charge for the repair. However, they will probably charge the supplier who might have added a margin on top of the Sony charge unless you are dealing with Sony directly. Might be worth checking.

    If it's outside the warranty period then you have no further recourse except to pay for the repair.

    Did you register the monitor with Sony on its arrival?

    To anyone else, stick with a genuine known supplier. For example in the London and Midlands area the go-to is often CVP.

    I won't buy any major piece of kit (and the latest was £10K+) unless it's through them. They are our first line of support, and they treat all their (professional) customers well.

    Henry, good luck with your quest.

    3 years ago
  • Apologies Marlom, I wrote Marlan. Darn! Sorry, at my age I have three sets of glasses.

    3 years ago
  • Sorry but you are probably out of luck. the moment something was wrong you should have got the monitor checked out. It would have been super easy to test if it was a screen issue because you could have plugged a DVD player or something into it. Waiting over a year with a faulty piece of kit? That's mad and if I was a seller I would be very suspicious.

    As others have said if you can prove the fault existed at the time of purchase you may have some grounds but it will be very difficult to do and you will have to pay for the Engineer's report etc.

    3 years ago
  • Hi James Martin. The nature of the fault is such that one will not suspect in a set up that the monitor is the issue. A monitor that boots correctly and even goes ahead to do self analysis, making it seems there is no video input. The video source is what everyone think is the problem. For three months the technical department of the supplier tried to solve the issue, even they, did not suspect it could be the monitor. I was the one that eventually confirm on my own that it is the monitor. I agree with you though that technically, I probably left it too late, but as I mentioned earlier the lost of the contract for which I acquired the equipment was depressing.

    3 years ago
  • Henry,

    I have had a couple of monitors fail in the past including one which was DOA. The test procedure is simple - if you have a monitor which won't display any source and a source which works on another Monitor, clearly the monitor is at fault. In that situation as long as you reported the problem within the warranty period even if it took them ages to diagnose you would be covered.

    Your only chance is to see if they will do a good will repair, but it is not likely. I don't know what component is actually broken in your screen but spares for them are very expensive - Labour is normally the cheaper bit.

    3 years ago