Broken Headlights bought over the phone - where do I stand?
Discussion
Afternoon everyone.
First off, I wasn't sure if this thread would belong here of in SP&L, so if a mod thinks it should be moved, please do!
I am please after some advice. Story is this:
January 29th bought a pair of RS4 adpative headlights seen on ebay, but purchased over the phone using credit card.
Headlights delivered. Made sure they were visually fine and left in the box until fitment by Audi main dealer yesterday.
Adaptive function is broken in one headlight.
Call up breakers from which I purchased them, asked for a refund. Said they couldn't as 14 day money back guarantee has expired. He says he has been burned in the past when people wish to exchange after a lengthy period, so while I can understand that, I am one of the genuine people!
The supplier can send me replacement parts to get it fixed.
Audi say they can't fix it (sealed units), so I call back supplier and ask if he had another headlight for an exchange. He had one, but wouldn't want to exchange as he is selling a pair. He asked for photos.
In the meantime, he spoke to Audi technician working on my car, but supplier couldn't understand why is wasn't possible to repair.
Supplied photos of damaged, but it's not too obvious (although supplier could see it).
After seeing these photos I received a phone call from the supplier with my options.
1) I can send back both headlights for him to re-purchase at but with a 25% fee for doing so, not including my original carriage charge.
2) I hold on to the headlights and he re-lists them on ebay as "xenon, but broken adaptive function". I send them to winner, or I can list them myself.
When I asked again about swapping the broken one, as if can fix it, he can re-sell it. Everyone's happy with a speedy resolution.
He said he wouldn't do that, but now couldn't as the pair he had were sold this morning! (They were listed on ebay, but are now no longer on there.)
Sorry for the rather lengthy post.
Is it a case that I just re-sell them, taking a loss for damaged goods, or send them back for a 25% loss, or do I have any chance of trying other things.
Conversation has been very polite and understanding at the moment.
Either way I will have lost out because of Audi's labour to take out and fit headlights, but is there anyway I can lessen the blow!
Any and all advice is most welcome!
Many thanks in advance,
Darren
First off, I wasn't sure if this thread would belong here of in SP&L, so if a mod thinks it should be moved, please do!
I am please after some advice. Story is this:
January 29th bought a pair of RS4 adpative headlights seen on ebay, but purchased over the phone using credit card.
Headlights delivered. Made sure they were visually fine and left in the box until fitment by Audi main dealer yesterday.
Adaptive function is broken in one headlight.
Call up breakers from which I purchased them, asked for a refund. Said they couldn't as 14 day money back guarantee has expired. He says he has been burned in the past when people wish to exchange after a lengthy period, so while I can understand that, I am one of the genuine people!
The supplier can send me replacement parts to get it fixed.
Audi say they can't fix it (sealed units), so I call back supplier and ask if he had another headlight for an exchange. He had one, but wouldn't want to exchange as he is selling a pair. He asked for photos.
In the meantime, he spoke to Audi technician working on my car, but supplier couldn't understand why is wasn't possible to repair.
Supplied photos of damaged, but it's not too obvious (although supplier could see it).
After seeing these photos I received a phone call from the supplier with my options.
1) I can send back both headlights for him to re-purchase at but with a 25% fee for doing so, not including my original carriage charge.
2) I hold on to the headlights and he re-lists them on ebay as "xenon, but broken adaptive function". I send them to winner, or I can list them myself.
When I asked again about swapping the broken one, as if can fix it, he can re-sell it. Everyone's happy with a speedy resolution.
He said he wouldn't do that, but now couldn't as the pair he had were sold this morning! (They were listed on ebay, but are now no longer on there.)
Sorry for the rather lengthy post.
Is it a case that I just re-sell them, taking a loss for damaged goods, or send them back for a 25% loss, or do I have any chance of trying other things.
Conversation has been very polite and understanding at the moment.
Either way I will have lost out because of Audi's labour to take out and fit headlights, but is there anyway I can lessen the blow!
Any and all advice is most welcome!
Many thanks in advance,
Darren
Edited by iluvmercs on Thursday 21st March 15:58
http://www.which.co.uk/consumer-rights/problem/can...
Common in the trade for electrical items to be supplied on the basis of returns not accepted if they have been fitted. This is due to the amount of new items that are returned as 'faulty' because the purchaser hasn't bothered to deal with the fault that killed the original item & is then surprised that the new one goes pop as soon as its fitted.
IIRC from recent trade magazine article Delco Remy (alternators, starter motors etc) reckon that around 25% of new items returned to them as warranty claims have absolutely nothing wrong with them.
Common in the trade for electrical items to be supplied on the basis of returns not accepted if they have been fitted. This is due to the amount of new items that are returned as 'faulty' because the purchaser hasn't bothered to deal with the fault that killed the original item & is then surprised that the new one goes pop as soon as its fitted.
IIRC from recent trade magazine article Delco Remy (alternators, starter motors etc) reckon that around 25% of new items returned to them as warranty claims have absolutely nothing wrong with them.
Edited by paintman on Thursday 21st March 16:58
Thank you for the advice and link 
Since my post, I have contacted my credit card company to ask for advice, after which they have opened an investigation.
They have told me the 14 days is the cooling off period but a potential sticking point for their investigation would be the near 2 month period between purchase and fitment. This was also the point made by the supplier.
They also told me I could contact the supplier to let them know of the investigation, but I'm not sure if I should or not.
Ultimately I just wish to have a working headlight or my full money back to purschase another one! Surely it shouldn't be too much to ask?!
Do the normal rules of return if faulty apply to the 2nd hand parts market, though?
Darren
Since my post, I have contacted my credit card company to ask for advice, after which they have opened an investigation.
They have told me the 14 days is the cooling off period but a potential sticking point for their investigation would be the near 2 month period between purchase and fitment. This was also the point made by the supplier.
They also told me I could contact the supplier to let them know of the investigation, but I'm not sure if I should or not.
Ultimately I just wish to have a working headlight or my full money back to purschase another one! Surely it shouldn't be too much to ask?!
Do the normal rules of return if faulty apply to the 2nd hand parts market, though?
Darren
iluvmercs said:
Do the normal rules of return if faulty apply to the 2nd hand parts market, though?
Darren
Good question. I don't know, but I think its going to be harder to prove an item was faulty when supplied as it could have already been defective. Most breakers I've used are quite reasonable about DOA items, but I've only ever returned things within a couple of days.Darren
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