Too many shops are getting your rights wrong

by , Senior Home Researcher Consumer Rights 11 November 2011
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What do you do when you return a faulty item to a shop and they say it’s not their problem? Most of us accept it and leave with no resolution. But our investigation found that too many shops are misinforming customers.

Hand doing thumbs down

A pathetic 16 out of 60 shops managed to clearly inform us that they could be responsible when our undercover shoppers asked for advice about a faulty fridge they’d bought.

We told each shop that a fridge we had bought from them – and which was just out of warranty – had broken. When you buy a product, it should be of satisfactory quality. And so if it develops a fault at a time in its life when this shouldn’t reasonably have happened, the shop could be responsible.

But did staff at these shops manage to tell us this? No. Loads of the shops we tested just didn’t have a clue. And many staff categorically denied we had any rights at all, when this isn’t the case.

We gave the recordings to a lawyer from our Which? Legal services and he only rated nine visits as ‘good’ or ‘excellent’ – where we were given an unprompted explanation of when the shop was and wasn’t responsible.

Shoppers fobbed off with excuses

Sometimes, even when staff did say we might have rights we received some baffling explanations of what these were. The included: ‘it’s the European thing’, ‘it’s on a sliding scale’ or ‘you get five years under trading standards’. Hmm.

We tested this at Argos, Comet, Currys, John Lewis and independent shops. And while the shops did vary (Comet had seven visits rated as fair or above, independents just one) the overall picture wasn’t a great one for the shopper.

Is it really too much to ask to expect shops to tell you your rights? Personally, I think retailers should train their staff much better so they have the right knowledge of consumer rights – too many people are being easily fobbed off with these excuses. Have you tried to return something faulty recently?

55 comments

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Alan

All this probably shows that you need to be careful where you shop and there will, inevitably, be some people in stores who will get it wrong. That said, can I balance this with two recent experiences that suggest John Lewis, for one, tries hard to get it right. Both concern televisions.

After over four years of owning a small television, one of our relatives returned their TV for repair for the second time. Following a brief examination, the TV was not repaired but replaced under the JL five year guarantee.

We recently upgraded our own TV ahead of the digital switchover. Having used it for a few weeks it became clear that we should have opted for a model with a larger screen to get the best out of the 3D Blu Ray recorder we had also purchased. After contacting their call centre JL offered to:
- exchange the TV for the larger screen model
- arrange to deliver the new TV and collect the old one free of charge
- refund the difference in price between the original TV and its replacement that they volunteered was now on a lower promotional price.

That is what I call customer service.

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wavechange

I look forward to reading this report. I am amazed that 16 out of 60 of the shops surveyed did give useful information. I wonder what would have happened if you had contacted Internet traders. From reading reviews, some of them do not do well at dealing with anything other than sales.

One of the reasons I subscribed to Which? magazine was to learn more about consumers’ rights because I had an insight into the poor quality of electrical and electronic goods being sold, even by supposedly reputable manufacturers.

Many people just replace equipment that has failed after the normal one year guarantee, contributing to the enormous amount of electronics waste to be recycled. Modern equipment is not designed to be serviced, which is disgraceful at a time when it is clear that we all need to be more careful with our use of resources and energy.

I understand the need for retailers and manufacturers to be protected from unfair claims by customers who mistreat their products or use them heavily, but something needs to be done to ensure that the customer can be sure of getting good value for money.

I think the way forward is to encourage manufacturers to include extended warranties in the price of their products. These should be parts & labour warranties that do not have unfair exclusions. The alternative of trying to get all consumers to be aware of their rights and to encourage them to demand their rights is not going to work.

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Louise

I bought an Advent laptop in October 2008. August 2009 it completely packed up. I return it to PC World and was told to go home and phone the Tech Guys. The laptop was eventually collected & repaired….this happened 3 times. I was then informed that they would extend the warranty to 90 days. After the 90 days the laptop packed up again. By now I was at the end of my tether. They refused to repair it free of charge. and would have cost me more than the laptop was worth. I took the laptop to someone I know repairs computers etc. It has cost me hundreds of pounds and has needed 3 more hard drives! It has just packed up again!! Am I legally entitled then, to return it to the store and demand a full refund or replacement?

After this amount of time it’s a little complicated. You could still try and argue the laptop wasn’t of satisfactory quality when you bought it but the onus will be on you to prove this (eg using a expert report), as it’s more than 6 months since you bought it. The fact someone else has carried out repairs means there is scope for the retailer to argue that the third party repairer could have caused the problem it has now but you could point to the fact that there was the same record of hard drives failing prior to this.

It may also be possible to argue that when the retailer refused to carry out a further repair they failed in their obligation to do so under the Sale of Goods Act. This may mean that you can claim back the first repair cost you incurred when you went elsewhere. Again you would have to demonstrate that at the point the shop refused to carry out the repair, the laptop wasn’t of satisfactory quality and that the problem was one that shouldn’t ordinarily be encountered at this stage in the products life.

It’s also worth noting that if repair doesn’t sound like a viable solution, you could ask for a replacement but they can deduct the cost of usage and as the laptop is more than 3 years old the deduction could be quite significant.

Good Luck!

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mr johnson

i bourght to laptops from dell on line the first one charger broke i emailed them under warranty
they emailed me a phone number to call for a new charger it cost me £29,65 in phone charges

the second lap charger broke but i bourght a brand new charger off ebay the same one dell sent me £6
all in icd postage now the screen has broken on the second lap top 3 days after the warranty ran out
dell dont want to no said not their problem £700 down the drain
dell is the worst company in the world

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rapier

It is NOT only shops. A certain big 4×4 British manufacturer has reneged on its 12 mionth warranty after a certain major component was not fit for purpose, after 2.000 miles. That is the trouble when the foreigners by up UK companies!

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Mr Rabot

I bought a Roberts Clock radio, costing £80.00, from Comet on the 3rd of nov. 2010 and it stopped working on the 10th of Nov. 2011. I returned to the store in Crayford but they said it was not company policy to look at anything of this type of product over a year old and referred me to the manufacturer. I e-mailed Customer Services, and was resonded to by Matthew Waller whom said that “When a customer reports a problem with this particular item under the 12 month manufacturers guarantee, as we are unable to offer a repair service, on confirmation of a fault a suitable replacement would be issued.Whilst I also note your comments regarding the Sale of Goods Act 1979 (as amended), as your clock radio has worked for 12 months without fault, we would deem it to be fit for purpose and durable when sold. I am therefore unable to agree to your request for a refund or exchange to be issued, for which I apologise.”

I do not agree but feel it would need a court to decide on his judgement as he has never looked at the radio and neither has the store. Presumeably Comet expect their products only to last for a year.

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wavechange

I am not surprised by your story Mr Rabot, but Currys refused to a deal with my faulty vacuum cleaner when it was less than a year old! They insisted that I should contact Miele, despite the fact that I explained that my contract was with Currys and not with the manufacturer.

I phoned Miele, the manufacturer, with the intention of asking them to get Currys to face up to their responsibilities, but they offered to send replacement parts without inspecting the cleaner.

Maybe the Which? advice on taking companies to court will prove more successful than reciting the Sale of Goods Act to their employees.

Hi Mr Rabot – sorry to hear your story. As Wavechange says, we have some useful guides that might help you on the main Which? site. Taking a dispute to the small claims court explains the process and gives a sample letter to get things rolling. But it does warn that court action should be your last resort – there might be some good advice in our guide on returning goods that you could consider before getting to that stage. Good luck!

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Fi

The story doesn’t surprise me either. My experience of retailers’ knowledge of the law is that it is limited. Recently, my dishwasher of under a year old stopped working. Homebase tried to repair it on 3 separate occasions and failed each time. Despite this, the regional manager refused to allow a replacement as “it wasn’t warranted” and the fault was probably only a “loose wire”. Only after resorting to naming and shaming on twitter did I manage to get any decent customer service, although my replacement dishwasher is yet to be installed. Shops are far too quick to take your money and then fail to deal with problems.

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tizliz

I have a faulty iron which is 18 months old purchased from Argos. Argos want an independant report before accepting responsibility. This was a £60 iron on special offer at £30. It is not worth paying for a report – and they know this. Irons should last longer than this but this is a throw away age so I suppose I will just have to buy a new one.

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Mr Laverty

Can I speak about Amazon in this category. I recently purchased Anti-virus software from Amazon. When I recieved it, the serial number on the instruction booklet(contained within the box) was illegible. Thsi rendered the software unusable. I returned it to Amazon to be told that because the package had been opened it could not accept the returned items and I should refer to the software manufacturer. They tell me the they are only a technical support team and refer me back to Amazon. Where do I go now?

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wavechange

Your contract is with the retailer and not the manufacturer, so Amazon should deal with the problem. Essentially the software is ‘not of merchantable quality’. Look for information about the Sale of Goods Act on the Which? site.

The best approach is always to contact the retailer and explain the problem. Generally they will issue a returns authorisation number and may provide free return, for example via a Freepost address or collection from your home. With small items you may receive a replacement without the need to return the product and if you offer to send a photo of the illegible serial number that could help.

I have never returned anything to Amazon but they seem to have a simple procedure involving printing a return label. See:
http://www.amazon.co.uk/gp/css/returns/homepage.html

Best of luck.

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Scott

Why have Tesco changed the law?

I tried to returned faulty electrical goods to Tesco less than 6 months old and was fobbed off to the manufacturer.

I asked for a repair and was refused, I asked for replacement (they had more than 10 in store) and was refused, and I asked for a refund and was refused.

The law says less than six months old return to store, Tesco have changed the law to 28 days.

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wavechange

Scott – Tesco does not have to replace the product but since they are not prepared to offer a repair either, they are in breach of the law. See the link to the Which? website in my message further down the page.

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Scott

Wavechange,

You are wrong,
Under the Sale of Goods Act, the retailer must either repair or replace the goods ‘within a reasonable time but without causing significant inconvenience’.

Tesco are wrong I was never offered a repair or replacement, they are breaking the law.
The product broke within 3 months the law says 6 months.

•If the fault appears in the first six months, you are entitled to a repair or a replacement.

They refusesd to repair or replace the product they are breaking the law.

Anyway I played them at their own game???

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wavechange

I’m not sure how I’m wrong because I have said they are breaking the law.

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Scott

What you should have said – Tesco have to repair or replace the product…..
I was offered neither!
I could change what you said to,
Tesco does not have to REPAIR the product but since they are not prepared to offer a REPLACEMENT either, they are in breach of the law.

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wavechange

I referred you to the Which? website, which has excellent information.

I find your comment a bit rude, when I have tried to be helpful.

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Scott

The law states – Repair, Replacement or Refund and I was refused all 3, now that is what I call rude.

You ask me to explain why I thought you were wrong, and I did, that’s not being rude!

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r shapland

my L G USA style went phut the plastic broke the interior all buckled it also fill up with ice being a self defrost it went phut but they did replace it but the replacement has started. pump seized up but Curry would NOT let me have a different make also told me lies I was informed the it was a cold mains . but guess wat no no

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r shapland

try Seiko my watch £175 to repair after 2 years £170 this was a kinetic any suggestions

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r shapland

Kodiak printer goes hay wire want a replacement no you can have a recon no i want mine repaired so i put a secret mark on printer printer returned not mine so i quote merchantable quality got money back but i bought a more modern kodiak every thing ok sofar

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michael hornby

at 12pm 29th June 2012. we purchase poundland own band bleach..
the product was place under a buggy.. on top of a coat where the product has leaked and caused damage to said coat..
we spoke to the shop (andover store) and was told nothing could be done..
which breaks Product Liability laws ect ect ..
we where told to ring head office..
which was not much use and was fobbed off, with not our problem..
so you been warned that pound land contain harmful substances that have the potential to cause accidents and injuries..

if this some how got into the hand of a small child or baby and the cap leaked like our did.. then i don’t even want to think about it…

so pass this warning on to anyone who shop there and has small kids thanks mike

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BeeksJay

I recently purchased a tablet from a trader via the Amazon website.

After only a handful of uses, we came to charge the product to find that the plug adapter did not work. Having tried the USB adapter plugged into a laptop, we found that the battery would only charge to 37% and switched off as soon as you unplugged it from the laptop.

Per the Amazon policy, I contacted the trader direct (this was within 30 days of receiving the product which I regard as a ‘reasonable’ timeframe) to report the fault. Initially they refused my request for a full refund (due to their own 7 day returns policy) but subsequently agreed after I referred them to some DSR and SOGA extracts.

In accordance with this statute, I also requested that the costs associated with returning the item (approx £10-£15 for international tracked via Royal Mail) be refunded also, which they refused.

I then contacted Amazon advising them that as the item was faulty, the Seller should be responsible for return costs (as had the item not been faulty, I wouldn’t have incurred them). Amazon claim that under their ‘Participation Agreement’, Sellers are not obliged to refund postage on faulty items. They will therefore neither support my claim nor reimburse me themselves.

I should add that Amazon’s own returns policy does include reimbursement of postage on faulty items.

What do I do? My understanding is that if T&Cs do not comply with statute, they are unlawful. I’m surprised that Amazon take this stance – everything I’ve read about their direct returns policy is positive.

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wavechange

I suggest that you have another go, on the basis that you have received a refund for the goods but not a full refund of what you paid. They could argue that you have had some use out of the tablet.

The only way to be sure of avoiding this problem in future is to get the company to issue a prepaid label by post or email. Some companies issue a Returns Authorisation Number and have a Freepost address for returns. For larger items, some companies arrange collection and then the problem is arranging to be in when the call.

I have never had a problem with any products ordered through Amazon but I do no they won’t refund postage.

Best of luck!

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Gail Whitaker

I purchased a Bosch Generator Iron eighteen months ago from Argos through the Argos Direct service. It cost me £229 pounds. (Yes I know who would pay that much for an iron!! I actually enjoy ironing) At the weekend the water stopped heating and coming to pressure. As it has a two year manufacturers warranty I drove 35 miles to my nearest Argos to ask them to please send it under warranty to Bosch for repair. I was asked had I purchase one of their “replacement insurances” which cost £74.99 at the time I bought it. No I hadn’t because it had a two year warranty with it. They were simply not interested. Send it to Bosch was their answer. I stated that I hadn’t bought it from Bosch I bought it from Argos and therefore my contract was with them. Oh we dont deal with anything except a years warranty or if you have a replacement “insurance” was their attitude. As far as the management was concerned I could stand there all day as they were not for budging!!! Is this now the way customers are treated now at Argos. You spend a large amount of money expecting quality and a semblance of customer care and they try to blackmail you in to spending more money “just in case” it goes wrong!! I was always under the impression you had six years to make a claim on faulty purchases? Why do manufacturers bother with extended warranties? Was that extra feature not a selling point when the small electrical buyer from Argos was on a buying mission for the twice yearly catalogue? Who is right here? Do I have to wrap and post my faulty iron to Bosch myself or are Argos trying a cop out?

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Kat

I bought a Bush Cylinder Vacuum Cleaner.Was £70 gone down to £40 when I bought it.It stopped working 2 days after the guarantee ran out .Power will not come on at all.Argos don’t want to know apart from making me pay for a report ,which I cannot afford to do! What do I do next?

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Kat

Argos now want me to pay £40 for a report to prove it doesnt work!!!! The cleaner only cost that? Any ideas what I can do please???

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Debbie

I have just recently purchased a pair of vans shoes from Schuh. One of the shoes began to fall apart after only wearing them only twice. The shop would not refund/exchange as they say I caused the fault by them being immersed in water. I was told I needed to return them by post for them to inspect. They then returned them, again saying that they had been saturated, and this caused the fault. Iam so incensed as the shoes did not at any time come into contact with water, but it seems they can so easily evade their obligations. I am fully prepared as a matter of principle to have the shoes independently inspected, (as i’m dubious as to how independent their inspection was) but don’t know who I could get to do this. I have tried a company called Satra but they no longer do this service for the public consumer. I would be most grateful for any suggestions. Thanks.

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sparky

Y don’t consumer of goods act don’t work I am now on my 2 American style fridge- freezer its just that manufacture DO NOT want to know they just give you the run around and hope you will give up but not me When .the first one started to fall to pieces in the first few months shelves broke the the last
straw was when the so called engineer melted the inside of the freezer with a gas blow lamp
Now i am on number 2 ! shelve has broken the ice and water delivery is useless after 3 call outs the ice freezer is not working the last engineer brought the wrong parts Had cannibalise the new bit with the old this was the replacement model still does not work was told by Curry this was mains water not on your Nelly
these type of freezer ARE NOT CHEEP so so much for ( L G)

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Dee Dee

I bought my mum an indesit electric double oven cooker nearly 2 years ago (04/10/10) and the smaller oven element has stopped working. She is not a heavy user as there are only 2 people in the household. I am still paying for the cooker which was bought from the littlewoods catalogue. I reported the fault and they gave me the indesit helpline saying that it would be covered for parts and labour even though i did not take out an extended warranty. I called them on Friday 23/11/12 and they said that they would only supply the part for free but would charge £120.00 for callout/labour charges. Am I covered for the full repair costs too and should I go back to littlewoods to challenge and/or ask them for a replacement cooker. Any advice welcome!

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Dee Dee

Meant to say that the Indesit cooker was purchased on 04/12/10 not 04/10/10! – Typo!

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Mfdoll

Hi I bought a flat screen tv from TESCO in April 07 for the last few weeks it has made a buzzing sound and the flat screen is getting very hot , will I be able to have it repaired under the sale of goods act as I expect it to last more than this , I paid 499.99 for it , I dint have receipt but do have bank statement with transaction on there
Thanks

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Ulrich Crammond

Argos failed to deliver a sofa to my upstairs flat, saying it was too big for the stairs. Within 30 minutes, Argos telephoned me to say it would refund my money by sending a cheque. When it did not arrive one week later, I again contacted them and was again assured it would be with me in another 5 working day slot, When that week passed, I contacted Argos again, they said sorry for the mix up and said I would have it in 5 days, they sent a voucher ! Today sixteen days later I’m still waiting after refusing the voucher. I mean, as if I would ever shop there again. Any help would be appreciated.

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wavechange

Argos are obviously acting unprofessionally in failing to do what they had promised to do, but you are not without blame either. If I had ordered furniture without checking that it would go upstairs, I would feel very grateful if a company offered me a credit note for the full amount.

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Ulrich Crammond

@wavechange I should have mentioned that the delivery guys could have removed the very bulky packaging, it would easily have fitted then, they chose not to. I am disabled so could not have managed, it was their call not mine.

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wavechange

Fair enough Ulrich. I hope you get your refund soon.

A company selling large items of furniture should ask if there could be any access problem. Most of us don’t buy these things very often.

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Sharon

We brought an LG fisher washer as a treat for the household on the 26/12/2013, to cut a long story short it broke on the 27/01/2013, I contacted the currys/pcworld to arrange repair, repair man came out today and adviced all components need replacing, at which point I got on the phone to currys explaining I was not happy with the dishwasher and wanted to exchange the damaged and dangerous dishwasher for either a different dishwasher or a credit note, as I thought this was my right? I was told I needed to contact the manufacturer LG, when reading on martin Lewis site about the six month warranty we then travelled to our local currys/pcworld explaining what we had read, but the manager told us all they can do is repair the item, but after reading and listening to advice, we had already decided that we no longer satisfied with the dishwasher, we do not want the dishwasher constantly braking down, or months in repair as the repair man had shown us the water in the electric components and feel it is unsafe, and untrustworthy with a lot of maintance needed to correct the problem! What are our rights, I paid a hefty £598 for this dishwasher hoping it would last, or at least use it more than ten times max! Please can anyone advice on what we are entitled to.
Many thanks

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wavechange

Have a look at this information provided by Which?
http://www.which.co.uk/consumer-rights/regulation/sale-of-goods-act/

By accepting a repair you may have made it more difficult to return the faulty goods.

Provided that you have paid for the washing machine and not bought it on HP, your rights are against the retailer. Maybe you should print the information from the Which? website to show to them that it is their responsibility to deal with the problem. I have had the same problem with Currys, and one of their staff even told me that the Sale of Goods Act did not apply to them!

Best of luck, Sharon. You might find it helps to go back when a different manager is on duty. I did this with a faulty phone, which a manager replaced after another manager had refused twice to do this. If you have paid by credit card your card company is jointly liable and Which? has advice on that too:
http://www.which.co.uk/consumer-rights/problem/can-i-claim-on-my-credit-card-when-something-goes-wrong/

It is great that Which? provides helpful information your rights but what we really need is a Which? campaign for extended warranties free with all major purchases. If a washing machine manufacturer was responsible for paying for repairs for a period of ten years (or a certain number of hours use), this would encourage them to make their machines much more reliable.

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linda

im having same problem with currys bought a cooker on 27/06/13 on the 1/10/13 the top oven has stopped working, after numerous attempts to find a number for my local store to ask for refund or replacement found i have to go all the way to the store to speak to them !!! the phone no on my reciept is only for repairs. they offered an engineer to come out this week but i dont want it ifs its going to break again so soon. cant be to careful with gas. am i entitled to a refund ?

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Chris

I brought a Kodak printer in October 2012 and recently it stopped working properly. I returned it to PC World a few days ago who told me they didn’t send printers off for repair but I could exchange for another printer. I said that was fine and I would like another Kodak printer as the ink cartridges were cheap and I’d also brought some new ones that I’d just put in the printer before it broke. They told me that they didn’t have any Kodak printers and the next printer with similar priced cartridges was the Epson. I was happy about this as it was a Kodak I wanted. I asked for a full refund but this was refused as they only exchange or repair a faulty item. I was shown an Epson printer that was £20 cheaper than the originally printer I brought, I asked if I would be given the difference back and the answer was no, I would have to spend the difference on something else such as ink cartridges. I finally exchanged the printer for an Epson of an equal price. My question is should they have given me a full refund as they wouldn’t offer to repair the printer and they didn’t have another Kodak printer that I could exchange the faulty one for giving me a like for like exchange. Also are they right to refuse in giving me the difference in money back and telling me I have to use the difference on another product such as ink cartridges.

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Duha

Hi i bought a coffee grinder from currys online less than three month ago
I used it to grind spices abd coffee
Last week when i turned it on alot of smoke came out if it
I contact currys to help they replied saying that i am not going to get anything
As i misused the item its for coffee only and not spices
Therefore its item misuse and they cant help
I tried many times now they are ignornig my emails
Please help
The item i bought was

De’Longhi KG40 Coffee Bean Grinder – Black.
Thanks

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wavechange

Currys may be right and you may have invalidated your guarantee by misusing the product. Retailers and manufacturers have rights to protect them against unfair claims. Damage could be caused by:

- grinding something that jammed the blades or overloaded the motor
- grinding something that contains liquid or has a high moisture content, which could corrode the bearings or get into electrical components
- grinding salt or something with a high salt content, which could corrode bearings and other components

If the instructions say that the grinder can be used for purposes other than grinding coffee, you can take that to the shop.

If you had wanted to use the grinder for other purposes, you should have made that clear when you purchased it, and ideally got that in writing or in the presence of a witness.

If the instructions do not mention other uses of the grinder, you could send an email to De’Longhi, enquiring about this. Don’t say your grinder has broken. If they say that the grinder can be used for the purpose, take the email to Currys. Best of luck!

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fed up with fiat.

hi there, I see this conv is mostly about electrical items but I’m hoping that someone might be able to point me in the right direction regarding my FIAT van.

bought it brand new in march 2010 and withing 6 months had developed a faulty clutch, fiat repaired under warranty.

approx 6 months later it was in again for a faulty clutch, again repaired under warranty.

it continues, all in all, for the last 3 years it has been in 5 times for faulty clutch or so I’m told by the

All repaired under warranty so not too bad apart from no replacement vehicle during repairs so I had to swallow the costs of a hire van every time as they would only offer me a car to keep me mobile, obviously not going to help me continue to work.

Anyway, warranty ran out in march but problem is still there, in fact it is worse now as the gearbox has completely given up as well now. am now being told that as warranty ended I am now liable for repair costs. Is this the case?

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wavechange

If the Fiat main dealer will not help, I suggest that you contact their head office and explain the problems you have encountered. I am not sure if the Sale of Goods Act is relevant since your van is used for business purposes, but the motor industry often helps people with repeated or serious problems. Best of luck.

Are you aware that Fiat stands for something like ‘Failure in Automotive Technology’? I don’t know about Fiat vans but their cars always seem come out poorly in Which? reliability surveys.

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jan gosling

I bought a logic fan assisted oven from curry,s/pc world in august 2011 before the warranty ran out the element broke , the hop sent a repair man out and he replaced the element he cooker was fine after this, then today 9 months after that element broke the new element has broke too,i telephoned the shop and was told i was out of warranty now and they could do nothing about it,i explained that i feel the oven may be faulty as this oven is only 18 months old an the element should not have gone twice in such a short time, the shop said they were sorry i have had all these problems but there is nothing they can really do, , they went on to explain that i could pay 119 pounds to have the oven looked at to see if it is faulty and parts replaced then another 40 pound for extended warranty, i am so upset about this, why should i pay more money which i cannot afford anyway to have an oven that is obviously faulty looked at , what are my rights regarding this, surely an oven should last more than 18 months.

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Mrs b

Hi, I bought a cooker from my local currys store within a few months the knobs started breaking ,I contacted the store who said they couldn’t help and that I should phone customer services ,this I did and they sent a engineer who replaced all six knobs plus left a further three as he said they were a bad design and would probably break again. Less than six months later I’m down to two knobs I contacted customer services again to be told they.would call back to repair or replace as it was a ongoing problem . They called whilst I was at work and as it wasn’t convenient promised to call back after five, I never heard a thing so I contacted them again this evening only to be told i have to pay for a independent report and send it to them in explained there engineer had said it was a design fault but they told me that’s only my word what are my rights and will I have to get a independent report ? Also I feel the cooker is dangerous as the knobs only appear to break when I try to turn it off

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Mrs b

I just noticed the comments by Jan above , my cooker is also only 18 months old and they also said I to could pay for extended cover at £119 no thanks currys I think you’ve had enough of my money and I just got a load of hassle

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linda

my gas cooker has broke after 3 months and its hardly been used . currys really are rubbish i want my money back not a repair am i entitled to a refund ?

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g whitaker

I paid £239 for a Bosch steam generator iron about two years ago. It came with a two year manufacturers warranty. I bought it from Argos. When it was about fourteen months old it gave up the ghost. Cue a visit to Argos who did not wish to know. Sent me after a right royal blazing exchange back to Bosch as the second year was “their warranty, their problem”. I Bosch were very nice and after downloading a pre paid label it was returned and exchanged for a new one. Excellent I thought! New one has lasted about twenty uses. I phoned back to Bosch who this time dont want to know either!!
The time limit is within two years since the original purchase which I can prove via a bank statement but what do I do? I might have well bought a £9.99 piece of tat and pocketed the change!! It would have lasted longer probably!!

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susan lofthouse

I find all this very interesting as I, too, was under the impression that faulty goods still under guarantee were the responsibility of the retailer. A recent trip to John Lewis soon disabused me of that one. I was told that a part for a Miele vacuum cleaner, after only four months after purchase and therefore still under guarantee, should be returned by me after contacting Miele. Apparently JL only replace after 1 month or less. I was told that Bosch is not the only company involved. Luckily the fault was rectified in store.

Maybe we should all be made aware of these terms when considering whether to buy or not. In future I will certainly investigate before buying anything from JL.

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Claire Davies

I was very disappointing today when I tried to return my faulty 2 month old Ipod 5 Generation back to Argos. I was informed that as it was out of its 30 day returns policy it had to be returned back to Apple for repair which will take approx 28 days. When I asked why they could not replace it I was rudely informed that you could have dropped the item and thats why its not working.

Do I have any rights?

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wavechange

Claire – Which? has useful information about the Sale of Goods Act on their website.

Unless goods fail soon after purchase, the retailer is entitled to offer a repair rather than replacement. Argos will have to return your iPod to Apple, but hopefully the time taken will be well within the 28 days they have estimated. With cheaper goods, Argos and other retailers will often offer replacement during the guarantee period.

Many people do break portable items such as phones by dropping them, although they should be capable of surviving minor abuse. Perhaps Argos was trying to inform that you would not be entitled to a repair if Apple discover that your iPod had been physically broken. They should certainly not have been rude about this.

It is likely that Apple will give you a new iPod. You will be able to recover music etc. purchased from iTunes using information on the Apple website. Best of luck.

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lyndsey

bought a tablet from currys for christmas, the tablet has stopped charging, took it back to the shop and they told me to contact HP the make of the tablet, they pick up next morning ,and got back to me saying it is not coverd by them as it has been missused, i tuck it to a repair shop they said they could repair it,but said we should go back to currys as there’s no sign of missuse, when i took it back to currys, they said its not there problem as it not coverd by the warranty, j

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