On The Case

Amanda Morgan with Lucy

Amanda and Guy Morgan from Machynlleth thought they’d trade in their old television for a top of the range flat-screen model.

The couple searched online and found the perfect TV advertised on the Amazon website. They paid £480.

Amanda said: “We thought we would splash out and treat ourselves.”
She trusted Amazon as she’d shopped with them in the past, and liked the idea of ordering online.
“I was happy with them, buying small things like books and CDs,” she said.

“We live in the middle of nowhere so thought it would be easier to do it online and get them to deliver.”
The Morgan family sat down every night to enjoy their new TV – until a very visual problem occurred just over a year later.

“We just switched it on one morning and there was lines going down one half of the screen to start off with then half the screen went blank.”

And it stayed like that....
Amanda got in touch with Amazon to report the fault - but they told her it was out of warranty.
She said: “A TV is supposed to be for a long period of time. Not just 14 months.”

Undeterred, Amanda went back to Amazon but they offered her a £121 gift voucher or a refund of £73. Amanda was unhappy as the neither the voucher nor the cash would fix the TV.
“I don't think I'll trust Amazon again,” she said.

Lucy got on the case for Amanda and Guy and found that getting a professional to take a look at a faulty product is one way of confirming you aren't responsible for a fault. This can be helpful as traditionally it's down to you to prove when something isn't up to standard.

Amanda and Guy’s TV was assessed by an engineer, who found the problem screen wasn't their fault.
And when the report was sent to Amazon, they offered Amanda and Guy a brand new television completely free-of-charge.