Faulty product replacement?
01 February 2013, 12:32 PM
#1
Faulty product replacement?
If you bought a new gadget, say £350 worth and it was faulty out of the box. Would you expect to get a replacement from the online retailer IF they had stock or, as I have been told, I have to wait for the manufacture to resolve the issue which could take a few weeks?
01 February 2013, 12:46 PM
#3
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If it is within a 'reasonable time' then you have the right to ask for a full refund or a replacement from the seller... nothing to do with the manufacturer.
A reasonable time varies according to the goods purchased, but if you have just received the product then you are fine.
Accept no BS from them, it's the law!
A reasonable time varies according to the goods purchased, but if you have just received the product then you are fine.
Accept no BS from them, it's the law!
01 February 2013, 01:11 PM
#6
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I'm certain that the law requires the company you bought it from to resolve your issue, i.e; replace or refund.
It is then up to them to seek recompense from their supplier.
It is then up to them to seek recompense from their supplier.
01 February 2013, 01:16 PM
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They are within their rights to refund you, but try digging your heels in as if they have another in stock to replace it with they won't lose out so can't see why they won't replace instead of refund.
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01 February 2013, 01:17 PM
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Well, if you don't want a refund then really it's up to the retailer to resolve the issue for you - and as long as what they do is reasonable, and conducted within a reasonable timeframe, I would guess there's little you can do about it.
Threatening to take a refund may be enough... but idle threats are worthless, so decide what you want to do and what you want from the negotiation carefully.
Threatening to take a refund may be enough... but idle threats are worthless, so decide what you want to do and what you want from the negotiation carefully.
01 February 2013, 01:25 PM
#10
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This offer was on UKDEALS.
Your contract is with the seller NOT with the manufacturer - they replace or refund, that is the ONLY two options!
Demand your rights ........ IMO
Your contract is with the seller NOT with the manufacturer - they replace or refund, that is the ONLY two options!
Demand your rights ........ IMO
01 February 2013, 02:48 PM
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As I said, it's not YOUR call as to specifically HOW the retailer corrects the situation. He can replace or repair, or provide a full refund. You can't insist on a replacement if he would prefer to repair - though you always retain your right to demand a refund.
http://www.oft.gov.uk/business-advic.../sogaexplained
From that page you'll find the relevant text is as follows:
Faulty goods, no acceptance
If the item does not conform to contract (is faulty ) for any of the reasons mentioned previously, and the customer has not accepted the goods, the law says the customer is entitled to
reject the goods and claim a full refund, or
request a repair or replacement if that is the customer's preferred option.
As the retailer, you can offer a repair, a replacement or a credit note, but you cannot insist on any one of these. It is the customer's right to receive a full refund in these circumstances.
Where a customer is entitled to a full refund because they have not accepted the goods but have agreed that you may repair or replace the goods, they can still claim a full refund if the repair or replacement is
- taking an unreasonable time, or
- causing an unreasonable inconvenience, or
- if the repair or replacement is not satisfactory when they receive it.
http://www.oft.gov.uk/business-advic.../sogaexplained
From that page you'll find the relevant text is as follows:
Faulty goods, no acceptance
If the item does not conform to contract (is faulty ) for any of the reasons mentioned previously, and the customer has not accepted the goods, the law says the customer is entitled to
reject the goods and claim a full refund, or
request a repair or replacement if that is the customer's preferred option.
As the retailer, you can offer a repair, a replacement or a credit note, but you cannot insist on any one of these. It is the customer's right to receive a full refund in these circumstances.
Where a customer is entitled to a full refund because they have not accepted the goods but have agreed that you may repair or replace the goods, they can still claim a full refund if the repair or replacement is
- taking an unreasonable time, or
- causing an unreasonable inconvenience, or
- if the repair or replacement is not satisfactory when they receive it.
01 February 2013, 05:35 PM
#14
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As I said, it's not YOUR call as to specifically HOW the retailer corrects the situation. He can replace or repair, or provide a full refund. You can't insist on a replacement if he would prefer to repair - though you always retain your right to demand a refund.
http://www.oft.gov.uk/business-advic.../sogaexplained
As the retailer, you can offer a repair, a replacement or a credit note, but you cannot insist on any one of these. It is the customer's right to receive a full refund in these circumstances.
[/I]
http://www.oft.gov.uk/business-advic.../sogaexplained
As the retailer, you can offer a repair, a replacement or a credit note, but you cannot insist on any one of these. It is the customer's right to receive a full refund in these circumstances.
[/I]
Sorry,just realised you meant if you go down the non-refund route.
Last edited by legb4rsk; 01 February 2013 at 05:40 PM.
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