TiVo Community Forums Archives - Powerhouse are in deep sh*t now...

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Powerhouse are in deep sh*t now...
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Posted by: phillip.harris1

I collected my TiVo from Powerhouse today, went to register it this evening and also ask for a manual as it was missing.

I then find out that it has already been registered on the 23rd June 2001! Now, this not only means that the months free subscription has lapsed but also the warranty is half gone.

TiVo cannot give me the name of the person to whom it was registerd but I did ask the salesperson today to confirm that the unit was new and unused. (This was because the box was damaged - and I was subsequently to find out that the manual was missing too!) I was at pains to point out that I would be able to tell that it had been previously used.

These sods lied to me and I am really not happy ... what makes it worse is that a friend in London had *EXACTLY* the same happen with the PowerHouse Romford store too!

Phil

Posted by: Automan

You should still have your 12 months warranty as that's between you and Powerhouse.

Good old Sale Of Goods Act.

The manual used to be on the UK TiVo site to download in Acrobat format. I don't know if it's still availble.

Automan.

Posted by: phillip.harris1

I know that *LEGALLY* I'm covered but the problem is that TiVo are not happy with the fact that I have been sold pre-owned goods, the guy I spoke to said their warranty is not transferrable so my warranty will be with a company that is discontinuing the product. Not a good situation as PowerHouse will be unable to honour the warranty without repairing it ... it also makes me uncertain about subscribing!

The other thing is that this company out and out *LIED* to me ... I expressly asked whether the unit was brand new and unused and I was assured it was ... Currys have been successfully legally prosecuted for this and I do not appreciate being deceived by a salesperson ... I have disciplined and dismissed my own staff for less!

Phil

Posted by: NikBedwell

mmm, since I sit here with my 3rd TiVo in 4 days updating itself for the next 2 hours, I have to wonder if i've had similar issues with Dixons.

The unit I now have is a 6023, bought today from Comet, I have the 3 year warranty package and has spent my money!

But I have to say that I certainly expect to get my monies worth from the unit, certainly with my family and our viewing habits.

Someone said to me in another post to be happy with what I had, that it's a TiVo and will always work - well now that I have the unit I wanted, i'm happy to agree :)

Posted by: phillip.harris1

I've just been speaking with a friend who runs a large private store about this and have been given the following information.

"Selling previously owned goods as new is indeed illegal. Retailers are allowed to sell second user goods but they must inform you at the time and not lead you to believe that they are new and unused. A price reduction in itself is *not* sufficient mitigation to assume that the goods are anything other than new and unused unless accompanied by specific information stating that the goods are second user/refurbished/etc in which case it becomes part of the Contract of Sale. At the very least, the Trade Descriptions Act and the Misrepresentation Act apply to this case. There are probably later provisions in the newer consumer laws, but they will not detract from two Acts I mentioned, merely strenthen their protection."

Phil

Posted by: rjlawson

When I used to work at The Link (ah, the good old days!) Dixons had received quite a bad press recently from Watchdog regarding selling returned products as new. So a label system was introduced to make sure that customers (and staff!) were fully aware that products had previously been returned - one part on the box, the smaller bar-code on the product to make sure they didn't get seperated. When you purchase, the barcode is scanned & you sign to say you know it's exchanged & the reciept informs you of this in rather large letters.

Indeed the warranty is between you & the store, so is still valid, but they are in violation of Sale of Goods Act. I'd write a letter to the manager, and to your local trading standards (& Watchdog!) & ask how they are going to rectify their "mistake".

FWIW, my TiVo is an exchanged product from Curry's, for which I got a substantial discout :-) Only problem was the free period had expired, and it took 48 hours for them to process my subscription & activate the box. So infuriating - new toy, can't play!!! ;-)

Posted by: phillip.harris1

Which could be why the box for mine was "damaged" ... part of the lid was missing!

Ripped off perchance?

Phil

Posted by: bradsjm

I picked up my unit and when I powered it up it showed it had already been run through the setup for over the air channels.

I called Tivo and they checked but no one has registered this unit so they agreed it was likely used as a floor demo unit until recently (last download was on the 27th).

The unit is in perfect shape however so other than having to wait 48 hours to get my lifetime subscription going and only having a few channels with actual program data its fine.

Posted by: ozsat

My TiVo was purchased as new - I found that it had been activated with a different local postcode before I had got it - and the grace period was over.

The shop replaced it with a brand new one - and gave a small refund.

TiVo's do give away the fact that they are second hand :)

My first worry was the fact that a post code was already in place during the setup. This could have been cleared, but wasn't.

Posted by: kjwinsor

Seems Dixons system doesn't work too well with ex-shop demo machines - my remote was badly scratched (about six month's use worth?), and the TiVo box itself showed signs of wear. Returned it for a Ł30 discount off a new machine taxied across from another branch.

Can't wait for the warranty to expire so I can upgrade!

Keith

Posted by: Yogi

Selling a s/h item as new is a criminal offence - don't accept a refund - if it happens to you, you should contact your local Trading Standards department (address can be found at http://www.tradingstandards.net )

Also, there is a legal difference between a 'display' model and a 'demonstration' model.

A 'demo' *is* in a used condition, whereas a 'display' model has simply been taken out of the box and put on display - ie *not* plugged in.

MSG me if you need any help on this matter.

Posted by: kjwinsor

Yogi,

Thanks - I did pass it on to Trading Standards and also to Dixons Head Office (I'm sure they took it very seriously...). It was sold to me as brand new, and at the end of the day, that's what I've got. I'd still rather shop elsewhere.

Keith

Posted by: phillip.harris1

I contacted trading standards who confirmed my position (legally) and I then contacted Powerhouse ... the manager wouldn't talk to me but instead passed messages for me through one of his assistants. (I could hear him in the background.)

They arranged for me to be able to collect a replacement (new) TiVo from a different branch but other than a "Sorry for all the hassle" from the manager of the store where I collected the new one from I got nothing at all for my aggravation.

Trading Standards are chasing it up and will be visiting Powerhouse next week ... They are also chasing up the Basildon branch for doing exactly the same with my friends TiVo. Given identical reports from multiple branches then Trading Standards central office will also be involved and they will contact Powerhouse's head office directly.

Phil

Posted by: tivosoon

I got my TiVo from Martin Dawes when they were clearing them out at Ł200. It arrived with no manual; (cardboard) box slightly scrunched; a slight scratch on remote; finger marks on TiVo case, but otherwise fine (all cables etc in sealed pack). It started up in Dealer Demo mode. TiVo customer service sent me the manual and setup guide that night (it arrived two days later) and talked me through getting it out of that mode. Martin Dawes were very apologetic, gave me a choice of replacing with a brand new one or getting a small refund on my credit card. I played with the machine for a few days, and took the money.

Apart from the error of sending out a machine that had been unpacked and started up in store, I thought Martin Dawes responded well and gave good service. I'd recommend them again - obviously you wouldn't recommend PowerHouse.

It's amazing how many companies/retailers/people don't get the concept of 'service recovery'. When you make a mistake, you can behave badly and make things worse; the customer may or may not end up getting redress off you, but will certainly not visit you again, will badmouth you to their friends - and will now also do so to a very large audience on the net. Or you can behave well, and use it as an opportunity to show the customer that you give good service - like a restaurant giving you a free bottle of wine to apologise for a mistake - costs almost nothing, and has the opposite effect, as the customer not only goes away happy, but probably tells their friends/the world that this is decent establishment that gives good service. A mistake can often be turned into an advantage - too often isn't.

Posted by: phillip.harris1

The quandry is that I actually have a very good relationship with the Winchester Powerhouse ... there's a guy there called Melvern who I always use whenever I can and I would recommend him to any of my friends.

Phil