customer service

subzero

subzero

subzero

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Joined
16 Dec 2003
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854
I am going through a bad experience with a retailer (cant mention who,because would be classed as a competition.

I bought an item (psu) from a shop last year which has been running fine untill now.The psu has gone down the pan,hopefully not taking any thing with it.

I simply want this replaced,or a refund,or a swap with another different model and i will of course pay any extra.Thats not hard to understand surely.

The psu is under 12 months and has a 3 yeay warranty.The shop in question from my first phone call tell me its down to the manufacturer (it isnt its under 12 months old) and give me their direct tel no.The manufacturer refuses to deal with it as it is under 12 months old and gave me the turn around.

Back on the phone to the shop.Apparently the manufacturer is just being awkward now,tut tut.The kind chap said the most direct route is through the manufacturer,also the quickest way.Hello i live 20 mins from your shop how more direct can you get than me coming in, and you giving me another th
en i dont care what you do with it afterwards.

The nice chap said give me your tel no and i will sort it (very efficient).

2 days later no call.Back on the phone,havnt they been in touch with you yet says the nice chap,NO.How let me phone them and i will phone you back.
No phone call that day.

So today i am going down to the shop and i want a resoloution to this,i still have all my other componants that may have been affected,which i cant test untill i get a working psu.

Sorry for the rant,i from now on shall not gauge how good a shop is from when things are rosey and they are happy to take your hard earned cash.But from the way you are treated afterwards when you need their so called customer support.Needless to say i will not be recommending this shop to any more of my clients,or give them any more of my hard earned cash.
 
Strange idea but have you tried just walking into the shop and asking them to replace the psu?
 
I thought that it's only within 28 days you can give it back to the shop, like if you buy it and it's broken? However if it breaks through the course of normal usage the shop is under no obligation, however the manufacturer is (well, under warranty anyway). I may be wrong or in the same ballpark though.
 
they will not replace it over the counter,it need to go to the manufacterer,which is in their opinion the quickest route ( 4 to 6 weeks).Why they just cant swap it,i dont know.Trading standards says they have to by law.
 
OCdt Stringy said:
I thought that it's only within 28 days you can give it back to the shop, like if you buy it and it's broken? However if it breaks through the course of normal usage the shop is under no obligation, however the manufacturer is (well, under warranty anyway). I may be wrong or in the same ballpark though.
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According to trading standards your contract of sale is with the shop and not the manufacturer,they have broken that contract when said item stopped working,and should either repair replace or refund.
 
subzero said:
According to trading standards your contract of sale is with the shop and not the manufacturer,they have broken that contract when said item stopped working,and should either repair replace or refund.
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That's only if it's faulty at the time of purchase.
 
^^
As above its upto the shop, not the manufacture, to replace/get it fixed.

Then the shop takes it up with the manufacture.

http://www.tradingstandards.gov.uk/cgi-bin/calitem.cgi?file=ADV1016-1011.txt
http://www.tradingstandards.gov.uk/cgi-bin/calitem.cgi?file=ADV0043-1011.txt

If a product breaks down outside its guarantee period, you may think that you don't have any rights. But, depending on the product and its fault, you may have the right to compensation from the store where you bought it. Staff at most electrical shops we visited, though, would have you believe otherwise - that either the manufacturer is responsible or that you have to pay for a repair.

Under the Sale of Goods Act, retailers are responsible for faulty goods (that are not 'of satisfactory quality') for up to six years after you bought them. In Scotland the period is five years after something goes wrong. 'Satisfactory quality' covers various aspects that could be wrong with the goods, including whether they've lasted as long as you could reasonably expect. A 'reasonable' lifetime for different products is not defined in law and would ultimately be for a court to decide. But, for example, you might reasonably expect a £600 television to last longer than 18 months, but you wouldn't necessarily expect compensation if a £20 kettle broke down in this period.

To see whether stores are shirking their responsibilities, we sent undercover shoppers out to 12 major UK chains, with a complaint about an 18-month VCR that had broken down (six months after the maker's guarantee had expired). They visited two branches of each chain. In 80 per cent of the visits, staff either stated or implied (wrongly) that the problem was nothing to do with them, and washed their hands of it.
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http://www.monikie.org.uk/yourrights.htm
 
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No excuses

The law says it's up to the seller to deal with complaints about defective goods or other failures to comply with your statutory rights. Don't accept the excuse that 'it's the manufacturer's fault,' although you might also have additional rights against the manufacturer under a guarantee. See also 'things to watch out for' about exclusion clauses – the small print that tries to limit a trader's responsibilities under a contract.

Taken fron the trading standards and office for fair trading.
 
under the same act,the goods should be fit for purpose, £75.00 for a top spec psu, according to their advertisment,enough for all your power hunry needs,should reasonably last more than 9 months.
 
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