Requesting advice on returning electrical goods

ShiWarrior

ShiWarrior

ShiWarrior

Don
Joined
20 Oct 2002
Posts
34,652
Location
Oxfordshire / Bucks
Hi all

I bought a fitness tracker watch from JL, and i tried to return it today within 30 days as i can not get on with it, it has been used , but un scratched and perfectly new as i bought it.

JL is saying a Factory reset will not remove my data, and therefore can not accept any returns on these items.

I am unsure what to do now, and I am seeking advice.

Thanks
 
Last edited:
ShiWarrior said:
Hi all

I bought a fitness tracker watch from JL, and i tried to return it today within 30 days as i can not get on with it, it has been used , but un scratched and perfectly new as i bought it.

JR is saying a Factory reset will not remove my data, and therefore can not accept any returns on these items.

I am unsure what to do now, and I am seeking advice.

Thanks
Click to expand...
Have you checked the reset with the manufacturer?
 
ShiWarrior said:
not quite sure i understand, how do i do this ?
Click to expand...
Contact he manufacturer of the device by email and ask them whether the factory reset does remove all data.

If it does then take that email to JL and say you want to return it because what they said was false.

They may still charge a restocking fee though as it's been used.
 
Hades said:
Contact he manufacturer of the device by email and ask them whether the factory reset does remove all data.

If it does then take that email to JL and say you want to return it because what they said was false.

They may still charge a restocking fee though as it's been used.
Click to expand...

Good idea, thanks for that
 
Hades said:
If it does then take that email to JL and say you want to return it because what they said was false.

They may still charge a restocking fee though as it's been used.
Click to expand...

The JL T+Cs say you can return an item within 35 days if it is unused, so you might not get anywhere even if you do have proof that it can be completely wiped.
 
Hades said:
Yes but it's used. So that doesn't apply.
Click to expand...
Yep - that's what I meant. Updated post to make it clearer.
He doesn't have any rights under the T+Cs to return this item, so even with proof that it can be wiped, they might still not accept a return.
 
Last year I bought a laptop on the JL sales. I didn't open it and returned it a week later due to realising the reviews were poor. They were prepared to take it back if opened but would charge a restocking fee. I didn't have to pay that fee because I pointed out it was still unopened.
 
ShiWarrior said:
so if i can fully wipe this, i can return it by saying it is unused?
Click to expand...
No that's not what we're saying. You might get away with that but technically it would be fraud.

What we're saying is you have no right of return. But JL may take it back (with a restocking fee) if you can prove to them that all data has been wiped. But it is at their discretion. You don't have an automatic right of return.
 
ShiWarrior said:
so if i can fully wipe this, i can return it by saying it is unused?
Click to expand...

I'm guessing if you've already contacted them about it and they said no because it has been used, you probably wont get far by saying "oh, i forgot - I didn't actually use it"

You'd be best to just continue with the conversation you've got and explain that the manufacturer told you it can be completely wiped and you will do that before returning. Just be aware that you dont have any rights to return it so it would be a goodwill gesture from them if they decide to take it back.
 
i went in there this morning and went to the refund desk as i said to them i cant get on with it, and its within 30 days
they told me to go up stairs to the tech support, and told them the same, and they said a factory reset does not completely wipe it, and so we are unable to return it, its in there policy
 
so I contacted Garmin (couldn't find there email address on their site) so used Twitter, and then emailed them, got a response

so Armed with that i took it back to JL today, and i said to them that i have decided to not use it and its how i bought it from you. they opened it up to check everything was there and they refunded me the full value ! :)

didn't need the evidence that factory reset does indeed wipe the data :)

thanks all for the helps
 
When I buy stuff from JL I ask to make sure I can return it. I know technically they say unused but it must be a fairly lose definition as they won't let you return unused in ear head phones for instance for hygiene reasons.

I was once thinking of returning a telly because the picture was a bit cloudy and not as good as I'd hoped, they said I'd used the telly to find out the picture was cloudy so couldn't return it. Yet if in had said I had opened the box and then changed my mind that would have been fine.
Doesn't do their reputation any good.
 
I returned a laptop to my local JL store within 48 hours in which I had used it and it was accepted and a full refund given. But a friend tried to something similar in a store elsewhere and he was refused. So it maybe that interpretation of JL's policy by managers may have a bearing.
 
Tip with JL, talk to customer services and complain like mad. Used to work at oxford street, someone bought a several thousand pound SLR -possibly with extra kit, I cant remember -, got out of the shop, dropped it and broke it. Came back in, explained what happened and demanded a refund. He was told no, so he went to customer services who refunded him the full amount and if i'm not mistaken also gave him a voucher as an apology. Floor staff were fuming.
 
The only reason why JL still exists is because of their return and warranty policies. Otherwise we all have internet and there would be absolutely no reason to go to JL ever. The first sales assistant was basically an untrained so-and-so.
 
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