Broken Tool

Author
Discussion

CMYKguru

Original Poster:

3,017 posts

174 months

Saturday 17th January 2015
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Bought a small tool from a big electrical component retailer ( often confused with a clothing company with a similar name)

Anyway it packed up after two months and half a dozen uses at most. Took it back to the store who said they needed an exact date.time i bought it and if i paid cash/card.

I said I didn't keep a record of everything I buy but the fact remains that the product has their name on the front is in it's box with unused accessories and they still refused to do anything.

As if the arrogant nerd at the desk was unhelpful the customer service phone number was even worse.

The fact that the item was less than £20 is irrelevant. It should last longer than a few months and is not fit for purpose.

They keep insisting i need to know the exact date and time i bought it which in my view is complete nonsense as the item has been sold for 8 months and is well in the warranty period.

Any higher power I could take this to as this is on par with the worst customer service i've ever experienced.

JustinP1

13,330 posts

229 months

Sunday 18th January 2015
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CMYKguru said:
Any higher power I could take this to as this is on par with the worst customer service i've ever experienced.
You may need to try God, as the law won't help you unless you do something else.

You need a proof of purchase. Yes, it might certainly come from that shop, however, the shop assistant doesn't know whether the item is two months or two years old without a proof of purchase.

Whether it is the former or latter makes a difference to your rights in law.

They asked you for how you paid, and when so they could search their sales systems for the sale, in the absence of your proof of purchase. If you don't have a receipt, a bank statement would suffice and allow them to track the transaction, and allow them to swap your broken item.

pork911

7,087 posts

182 months

Sunday 18th January 2015
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There are many ways you could have come by it without having bought it from them.

4rephill

5,040 posts

177 months

Sunday 18th January 2015
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It should be blindingly obvious really that you need proof of purchase (i.e. a receipt/credit card statement/debit card statement), in order to expect a shop/store to replace/repair an item that no longer works - It's not exactly a trade secret!

Otherwise, how are the store to know you didn't buy the tool off ebay for £1 due to already being broken and are now trying to get a brand new £20 tool off them as an exchange, saving yourself £19?

Look at it this way, if you ran a shop/store and someone came in with a broken tool asking for a free replacement with no evidence that they purchased the tool from you in the first place, would you just automatically hand out free tools regardless? - If you did, you wouldn't be in business very long!

Handy tip: Next time keep the receipt! wink


TwigtheWonderkid

43,248 posts

149 months

Sunday 18th January 2015
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When I read the thread title, I thought it would be better under "Health Matters".

Mopar440

410 posts

111 months

Sunday 18th January 2015
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4rephill said:
Look at it this way, if you ran a shop/store and someone came in with a broken tool asking for a free replacement with no evidence that they purchased the tool from you in the first place, would you just automatically hand out free tools regardless?
But that's exactly what the OP guru fella expects!


robinessex

11,046 posts

180 months

Sunday 18th January 2015
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I have a folder in my 'office.' It's marked receipts. Been dam useful on nummerous occasions

wildoliver

8,766 posts

215 months

Sunday 18th January 2015
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Sounds like the shops trying hard to help asking when you bought it so they can find the proof which you should be providing.


Mk3Spitfire

2,921 posts

127 months

Sunday 18th January 2015
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TwigtheWonderkid said:
When I read the thread title, I thought it would be better under "Health Matters".
Me too. One of those threads where you're glad to find it's not what you expected.

iandc

3,708 posts

205 months

Sunday 18th January 2015
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Or maybe a harsh description of the OP for not keeping the receipt!!biggrin

catso

14,771 posts

266 months

Sunday 18th January 2015
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I bought a ratchet socket drive from a well known motoring/car accessory chain, said item from their 'professional' range carries a lifetime warranty.

It broke after a year so I took it back and they wouldn't exchange without the receipt, which I had lost (maybe I bought it more than a lifetime ago?).

Anyway sometime later I was in the same shop talking to the manager about something unrelated and mentioned the incident, the manager told me that the assistant who refused the exchange was wrong, that I didn't need a receipt and to bring it in next time to get it replaced FOC.

Next time I went I swapped it for a new one.

Nickyboy

6,700 posts

233 months

Sunday 18th January 2015
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catso said:
I bought a ratchet socket drive from a well known motoring/car accessory chain, said item from their 'professional' range carries a lifetime warranty.

It broke after a year so I took it back and they wouldn't exchange without the receipt, which I had lost (maybe I bought it more than a lifetime ago?).

Anyway sometime later I was in the same shop talking to the manager about something unrelated and mentioned the incident, the manager told me that the assistant who refused the exchange was wrong, that I didn't need a receipt and to bring it in next time to get it replaced FOC.

Next time I went I swapped it for a new one.
I had similar, broke a bit when changing suspension, took it back and they swapped it for one out of a set on display. A few weeks later something else broke so i took it back and they refused without a receipt, a bit of arguing over the fact it's got a lifetime warranty so a receipt means nothing if they guarantee it for life. Ended up with a new bit

Sheepshanks

32,535 posts

118 months

Sunday 18th January 2015
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JustinP1 said:
....the shop assistant doesn't know whether the item is two months or two years old without a proof of purchase.
OP says item has only been sold for 8mths.

Surprised a big name won't change one of its own branded products.

CoolHands

18,496 posts

194 months

Sunday 18th January 2015
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Just shop-lift a new one, that way you dont have to converse with the sales monkeys + you don't need to find your receipt thumbup

Cooperman

4,428 posts

249 months

Sunday 18th January 2015
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I had a similar thing with a power drill manufactured by a well-known German company (you can tell by the name they are German!). It was a 2013 Xmas present from my Grandson. In November the forward/reverse switch failed so I called up the maker's UK service centre. They said it had a 2-year warranty, but I must have the receipt. I pointed out that it had the serial number and year of manufacture on it (Made in 2013). They then agreed to fix it under warranty, which they did. I used it for the first time since repair the week before last, drilled 3 holes in a piece of 3 mm steel with a 5 mm drill and when drilling the 4th hole it packed-up again, so I called them and returned it. They now claim it is not a 'warranty job' because the 'coil has been overloaded', which is utter c**p unless it had a sub-standard coil fitted to begin with. It was returned by them in its box, but in pieces.
I've emailed the service centre saying that unless they confirm to me by tomorrow close of business that they will be sending me a new drill I shall escalate this to their CEO by recorded delivery letter and to the media. Their attitude has been arrogant & patronising so far.
We shall see.

ging84

8,831 posts

145 months

Sunday 18th January 2015
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Dear Media

Hold the front page, my 2 year old drill broke and i am having difficulties convincing the manufacturer to replace it under warranty

Cooperman

4,428 posts

249 months

Sunday 18th January 2015
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ging84 said:
Dear Media

Hold the front page, my 2 year old drill broke and i am having difficulties convincing the manufacturer to replace it under warranty
No, my one year old drill broke and it should be repaired under the 2-year warranty.
There is nothing wrong with that. If they won't repair it and have sent it back as a box of assorted parts, then I expect a replacement. That is entirely reasonable.
As for posting on social media, how unusual is that?
Don't be sarcastic. If you can't be sensible, then don't post at all.

ging84

8,831 posts

145 months

Monday 19th January 2015
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you didn't say you were going to whinge about it on facebook though, you said you were going to escalate it to the ceo and the media

as if you were expecting Anne Robinson to take it up personally for you

singlecoil

33,315 posts

245 months

Monday 19th January 2015
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ging84 said:
you didn't say you were going to whinge about it on facebook though, you said you were going to escalate it to the ceo and the media

as if you were expecting Anne Robinson to take it up personally for you
You enjoy provoking people, there's a name for that.

Cooperman

4,428 posts

249 months

Monday 19th January 2015
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ging84 said:
you didn't say you were going to whinge about it on facebook though, you said you were going to escalate it to the ceo and the media

as if you were expecting Anne Robinson to take it up personally for you
Idiot. Yes I shall write to the CEO and post on the social media. Why did you think I meant otherwise. Oh, you are thick. That explains it then.
This forum has certainly gone downhill since I joined it over 11 years ago.
We used to have really constructive discussions with none of this sarcasm and stupidity.
We had great banter, even with Callaghan (whatever he was calling himself at any one time). It was all conducted in a most friendly manner.
What a pity it has become like this. I think I'm off elsewhere now.