Faulty tablet. Consumer rights.
Discussion
Short story.
Tablet bought in March from a big retailer. There is a fault with screen. I call the retailer. Retailer tells me to contact the maker. The maker is being a pain to deal with. I thought my contract was with the shop, not the maker of the tablet.
Long story...
The tablet has developed a screen fault. I assumed I could take it back to the big shop where I got it where they will arrange for its repair or replacement.
I call them and they give me a contact number for the company who makes the tablet. There follows a long conversation where they read out to me terms and conditions. They will charge me if it turns out I broke it etc etc. They tell me to wrap up the tablet and a courier will pick it up sometime over the next few business days.
They say they won't be responsible if it is broken in transit.
They say they will email me labels to affix to the package.
They also ask for photographs and a video of the faulty screen in operation.
I furnish them with photos and videos.
Return email. They can't open the photos as they are too big. I send them again in reduced size.
Another email, can I send the video. I have already sent it but send another one. Another email from them says they still can't see the photos. They send and open fine when I Cc the same email to other accounts as a test.
It's just turning into a ball ache. I can't be waiting in for the next few days on the off chance DHL or whoever turns up.
Am I right in thinking I have the contract with the shop which sold me the tablet? Is it worth me making the trip back to the shop? The tablet was bought in store not online or mail order. I paid for it in a debit card rather than a credit card.
I accept that it will need to be repaired rather than a straight swap. I can do without the tablet for a few days, though I will really need it - mainly for work - from the back end of next week.
Any advice is much appreciated.
Tablet bought in March from a big retailer. There is a fault with screen. I call the retailer. Retailer tells me to contact the maker. The maker is being a pain to deal with. I thought my contract was with the shop, not the maker of the tablet.
Long story...
The tablet has developed a screen fault. I assumed I could take it back to the big shop where I got it where they will arrange for its repair or replacement.
I call them and they give me a contact number for the company who makes the tablet. There follows a long conversation where they read out to me terms and conditions. They will charge me if it turns out I broke it etc etc. They tell me to wrap up the tablet and a courier will pick it up sometime over the next few business days.
They say they won't be responsible if it is broken in transit.
They say they will email me labels to affix to the package.
They also ask for photographs and a video of the faulty screen in operation.
I furnish them with photos and videos.
Return email. They can't open the photos as they are too big. I send them again in reduced size.
Another email, can I send the video. I have already sent it but send another one. Another email from them says they still can't see the photos. They send and open fine when I Cc the same email to other accounts as a test.
It's just turning into a ball ache. I can't be waiting in for the next few days on the off chance DHL or whoever turns up.
Am I right in thinking I have the contract with the shop which sold me the tablet? Is it worth me making the trip back to the shop? The tablet was bought in store not online or mail order. I paid for it in a debit card rather than a credit card.
I accept that it will need to be repaired rather than a straight swap. I can do without the tablet for a few days, though I will really need it - mainly for work - from the back end of next week.
Any advice is much appreciated.
PurpleMoonlight said:
Take it back to the retailer. It's their responsibility.
This. You bought from them, they bought from the manufacturer.I've had this before and the manufacturer was trying to palm me of with a second hand (damaged) replacement.
I now refuse to deal with manufacturers.
Thanks for the replies.
I'll re-check the receipt but I'm fairly sure it was a debit card and not my CC.
If it turns out I did use my credit card - I'll have to go and check the receipt - what leverage does that give me with the store bearing in mind the tablet was bought in Narxh - so it's not exactly a decent purchase.
I'll re-check the receipt but I'm fairly sure it was a debit card and not my CC.
If it turns out I did use my credit card - I'll have to go and check the receipt - what leverage does that give me with the store bearing in mind the tablet was bought in Narxh - so it's not exactly a decent purchase.
wildcat45 said:
Thanks for the replies.
I'll re-check the receipt but I'm fairly sure it was a debit card and not my CC.
If it turns out I did use my credit card - I'll have to go and check the receipt - what leverage does that give me with the store bearing in mind the tablet was bought in Narxh - so it's not exactly a decent purchase.
Not even bought in this country, then?I'll re-check the receipt but I'm fairly sure it was a debit card and not my CC.
If it turns out I did use my credit card - I'll have to go and check the receipt - what leverage does that give me with the store bearing in mind the tablet was bought in Narxh - so it's not exactly a decent purchase.
OP your contract is with the retailer not the manufacturer. The former is just giving you the run around, possibly in an effort to circumvent its responsibilities.
See these links - http://www.legislation.gov.uk/ukpga/2015/15/conten... & http://www.thisismoney.co.uk/money/bills/article-1...
If the retailer is who I think it is they have form for this sort of 'you have to deal with the manufacturer' b/s.
It's down to badly trained staff who don't have clue about consumer legislation which is underpinned by an inflexible 'deny, deny, deny' company policy.
See these links - http://www.legislation.gov.uk/ukpga/2015/15/conten... & http://www.thisismoney.co.uk/money/bills/article-1...
If the retailer is who I think it is they have form for this sort of 'you have to deal with the manufacturer' b/s.
It's down to badly trained staff who don't have clue about consumer legislation which is underpinned by an inflexible 'deny, deny, deny' company policy.
wildcat45 said:
If it turns out I did use my credit card - I'll have to go and check the receipt - what leverage does that give me with the store bearing in mind the tablet was bought in Narxh - so it's not exactly a decent purchase.
None. The leverage will be between you and your credit card provider. If there has been a breach of contract (faulty goods) and the seller won't play ball you're looking at a claim under Section 75 of the Consumer Credit Act - http://www.legislation.gov.uk/ukpga/1974/39/sectio...750turbo said:
wildcat45 said:
That's really helpful, thank you.
It turns out I did use my credit card to buy the tablet.
The retailer is a big national outfit.
It is shocking that they do not know their responsibilities then!It turns out I did use my credit card to buy the tablet.
The retailer is a big national outfit.
I went into the store today. No
Problem. They will have it fixed. It's got to be sent off and it'll take a fortnight.
Completely different response face to face than when I called their helpline.
They wouldn't replace it but if it's fixed I'll be happy.
It sooner not be without it for two weeks. Still I've got my PC to keep me in touch with what's going on in the World.
Problem. They will have it fixed. It's got to be sent off and it'll take a fortnight.
Completely different response face to face than when I called their helpline.
They wouldn't replace it but if it's fixed I'll be happy.
It sooner not be without it for two weeks. Still I've got my PC to keep me in touch with what's going on in the World.
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