Buying white goods
Discussion
Bear with me on this---
We went yesterday, (Sunday) to a well known electrical store(the hot spicy kind) and bought a tumble dryer. (indisit) Put in the car and took it home, when unpacked it had severe damaged to the door. Too late to take it back as it was closing time, we took it back this evening when I finished work at 6.30.
The store said no problem, but we need an authorisation code from the manufacturer before we can exchange it.
When I asked why, they said "because that's the way it works"
Problem was, when they rang the manufacturer they were closed (it is now 7.25pm) so they couldn't get an authorisation code and that we should go back again tomorrow and sort it. When I tried to push the fact that I bought it from them and not indisit, they said it doesn't matter, they still need a code. When I suggested I will just have a refund, they said that they still need a code from the manufacturer.
Is this correct and does anyone know why??
My main point is, legally, did I buy the dryer from the shop or from the manufacturer ?.
I was under the impression that the sale contract was between myself and the shop. But if they cannot exchange it there and then, then it must be with the manufacturer.
Really annoying as the shop is a 30 mile round trip
We went yesterday, (Sunday) to a well known electrical store(the hot spicy kind) and bought a tumble dryer. (indisit) Put in the car and took it home, when unpacked it had severe damaged to the door. Too late to take it back as it was closing time, we took it back this evening when I finished work at 6.30.
The store said no problem, but we need an authorisation code from the manufacturer before we can exchange it.
When I asked why, they said "because that's the way it works"Problem was, when they rang the manufacturer they were closed (it is now 7.25pm) so they couldn't get an authorisation code and that we should go back again tomorrow and sort it. When I tried to push the fact that I bought it from them and not indisit, they said it doesn't matter, they still need a code. When I suggested I will just have a refund, they said that they still need a code from the manufacturer.
Is this correct and does anyone know why??
My main point is, legally, did I buy the dryer from the shop or from the manufacturer ?.
I was under the impression that the sale contract was between myself and the shop. But if they cannot exchange it there and then, then it must be with the manufacturer.
Really annoying as the shop is a 30 mile round trip
I tried saying "my contract is with you, not the manufacturer". But they said its always been the same, an authorisation code is always needed.
Where does that leave me when the manager says "there's nothing else I can do until we get the code".
Apart from frozen sausages, what else could I have done to push for an exchange there and then.
Where does that leave me when the manager says "there's nothing else I can do until we get the code".
Apart from frozen sausages, what else could I have done to push for an exchange there and then.
TOPTON said:
I tried saying "my contract is with you, not the manufacturer". But they said its always been the same, an authorisation code is always needed.
Where does that leave me when the manager says "there's nothing else I can do until we get the code".
Apart from frozen sausages, what else could I have done to push for an exchange there and then.
Nothing there and then unfortunately. The manager was just following orders from above. As suggest I'd send an email/letter and see what response you get.Where does that leave me when the manager says "there's nothing else I can do until we get the code".
Apart from frozen sausages, what else could I have done to push for an exchange there and then.
Warranty is with the manufacturer, but since the item was new and damaged when you removed it from packaging then it's up to the store to swap it for an undamaged one.
Curry's are a joke, two expensive microwaves in 4 years and Curry's refused to do anything about it.
If your in need of a laugh phone the KNOW HOW helpline. One guy is one these British Asian 'ya get meh' type.
His only answer is ' so what you want me to do about it' followed by 'i only work on da phones'
How this guy still has a job is beyond me.
Curry's are a joke, two expensive microwaves in 4 years and Curry's refused to do anything about it.
If your in need of a laugh phone the KNOW HOW helpline. One guy is one these British Asian 'ya get meh' type.
His only answer is ' so what you want me to do about it' followed by 'i only work on da phones'
How this guy still has a job is beyond me.
CMYKguru said:
Warranty is with the manufacturer, but since the item was new and damaged when you removed it from packaging then it's up to the store to swap it for an undamaged one.
Curry's are a joke, two expensive microwaves in 4 years and Curry's refused to do anything about it.
If your in need of a laugh phone the KNOW HOW helpline. One guy is one these British Asian 'ya get meh' type.
His only answer is ' so what you want me to do about it' followed by 'i only work on da phones'
How this guy still has a job is beyond me.
The warranty say anything it wants, but it doesn't trump consumer rights. The contract is with the store, and thats who the OP needs to deal with. The manufacturer doesn't come into it.Curry's are a joke, two expensive microwaves in 4 years and Curry's refused to do anything about it.
If your in need of a laugh phone the KNOW HOW helpline. One guy is one these British Asian 'ya get meh' type.
His only answer is ' so what you want me to do about it' followed by 'i only work on da phones'
How this guy still has a job is beyond me.
I had the same b
ks from a well known PC seller. I bought an expensive monitor, and it broke in a week. I took it back and they said the manufacturer would have to deal with it. The manufacturer sent me a second hand one which I was told was their policy. I rejected this so the they sent me another one which was broken ib the box, and still clearly a second hand one.I took it back to the store and created hell until they replaced it with a new one. Lesson learned as they say
Had the same with an expensive pram with a established online seller, who obviously were well linked with the manufacturer and drop shipped from them , we had issues when it was delivered as it was marked, then we thought it was unfit for purpose after it was on Watchdog failing!
The seller kept referring me to manufacturer to report fault! I went along with this at first and we got sent a free baby bouncer. When I felt the pram was unfit for purpose and we were getting continued issues, they kept blaming it on the manufct etc and told me they needed to speak to them and get their response
I kept hammering the point that my contract of sale was with you, not who made the pram, this went on for ages, but got a refund in the end.
If I ever have a fault or issue, I always start off very polite and understanding, if that gets nowhere, I ask for the manager, if that gets nowhere then I ask for their official complaints procedure and follow that route.
The seller kept referring me to manufacturer to report fault! I went along with this at first and we got sent a free baby bouncer. When I felt the pram was unfit for purpose and we were getting continued issues, they kept blaming it on the manufct etc and told me they needed to speak to them and get their response
I kept hammering the point that my contract of sale was with you, not who made the pram, this went on for ages, but got a refund in the end.
If I ever have a fault or issue, I always start off very polite and understanding, if that gets nowhere, I ask for the manager, if that gets nowhere then I ask for their official complaints procedure and follow that route.
Edited by TwistingMyMelon on Tuesday 9th December 12:11
TOPTON said:
Is this correct and does anyone know why??
My main point is, legally, did I buy the dryer from the shop or from the manufacturer ?.
It is bMy main point is, legally, did I buy the dryer from the shop or from the manufacturer ?.
ks. You bought it from the shop. They sold you the goods. You have every right for a refund if you so wish.If it were me, I'd tell them the video on my smartphone was running, and video me handing it back, leaving it there, and explaining that I was rejecting it, and I'd like a refund.
They then have no choice than to take the goods in and then mess about in their own sweet time while you order elsewhere.
Decided that because they are total nobs, a refund is the way to go. If this is how they treat an easy problem then we don't want to be around them if it breaks down.
On that note, we got 5 year breakdown cover at a reduced price, £30 instead of £50. Only to find that when we looked at the paper work, it had 5 year included. Nobs again!!
The women who sold it to us on Sunday stated "the average lifespan of white goods is 3 years, so it makes sense to get the 5 year cover" nobs!!!
Going back tonight for the refund, no doubt they will say something like it takes 7 days to process the refund.
I will update if any problems
On that note, we got 5 year breakdown cover at a reduced price, £30 instead of £50. Only to find that when we looked at the paper work, it had 5 year included. Nobs again!!
The women who sold it to us on Sunday stated "the average lifespan of white goods is 3 years, so it makes sense to get the 5 year cover" nobs!!!
Going back tonight for the refund, no doubt they will say something like it takes 7 days to process the refund.
I will update if any problems
TOPTON said:
Decided that because they are total nobs, a refund is the way to go. If this is how they treat an easy problem then we don't want to be around them if it breaks down.
On that note, we got 5 year breakdown cover at a reduced price, £30 instead of £50. Only to find that when we looked at the paper work, it had 5 year included. Nobs again!!
The women who sold it to us on Sunday stated "the average lifespan of white goods is 3 years, so it makes sense to get the 5 year cover" nobs!!!
Going back tonight for the refund, no doubt they will say something like it takes 7 days to process the refund.
I will update if any problems
I don't know how some physical shops stay in business, most of them treat customers as you've experienced. We buy white stuff from AO.COM, they unwrap the goods in front of you and if there's a problem, they fix/replace it. Delivery is free or cheap, they even remove your old one for £10 which beats doing it yourself. John Lewis are similar, can't understand why people use Currys etc anymore.On that note, we got 5 year breakdown cover at a reduced price, £30 instead of £50. Only to find that when we looked at the paper work, it had 5 year included. Nobs again!!
The women who sold it to us on Sunday stated "the average lifespan of white goods is 3 years, so it makes sense to get the 5 year cover" nobs!!!
Going back tonight for the refund, no doubt they will say something like it takes 7 days to process the refund.
I will update if any problems
I always buy from John Lewis , customer service is spot on and plus you usually get a 5 year warranty with elec goods but only a year at other places, then they will try to sell you a five year warranty wich is only a 4 year really as it starts after the first year and bum you on the price
lerd said:
I always buy from John Lewis , customer service is spot on and plus you usually get a 5 year warranty with elec goods but only a year at other places, then they will try to sell you a five year warranty wich is only a 4 year really as it starts after the first year and bum you on the price
Daughter had a vacuum from them on her wedding list. At 16 mths from date of purchase, although it had only been in use for a few months, the motor burned out. I thought everything they sold was guaranteed for 2yrs but this turned out only to have 12mths.JL couldn't have been more obstructive. First wanting the original purchaser to handle the complaint, then saying if we wished to exercise rights under SoGA then we had to prove it had failed due to a manufacturing defect.
Contacted the manufacturer and they did a good job of appearing to be astonished that it had failed. They arranged for collection, repair and return.
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