How do I approach this...

TheDean

TheDean

TheDean

Soldato
Joined
3 Oct 2004
Posts
5,020
Location
North East
So,

My 360 died - 3 Red lights...But my query relates more the legality of warrenties/replacements/refunds.
I bought it from a well known Games store in Newcastle and it is 7 months old. I did once try and take it back ages and ages ago as the dvd drive was scratching games, but that stopped, so didn't try again.

When I did go in though, they were very defensive and tried to send me off to MS. I don't want to go to MS for a few reasons:
a)It'll take ages
b)They may give me a banned console back
c)It'll take ages

I have spoke to Trading Standars today, and they confirm that the warrenty lies with the retailer NOT the manufacturer.

Has anyone got any tips/experience of this? How should I approach it?
 
Go in and tell them that you've spoken to trading standards about it and that they have to sort you out, if not ask to see the manager and tell him you will be taking further action against the store to get your xbox sorted if they dont sort it for you. (whatever action that is, ask trading standards again if they refuse to comply)
 
Something like this:

"Hi, I've spoken to Trading Standards and they say the law is on my side. Please replace this or give me your head office phone number and address along with your name please".
 
TheDean said:
I have spoke to Trading Standars today, and they confirm that the warrenty lies with the retailer NOT the manufacturer.

Has anyone got any tips/experience of this? How should I approach it?
Click to expand...

Walk into No Competitors!, "Hi, you sold me this console with a warranty and I want it replaced". "Cheers".
 
It would be interesting to see if anyone on here actually works for this No Competitors! retailer and see if they have been breifed on basically telling customers to sod off when it comes to 360 replacements/refunds?
 
I had the same pronblem but mine wasnt actually faulty it just stuttered in TDU, i now know it does it on all of them, so anyway at the time i went back to the large game shop in newcastle and they tested in ands found nothing wrong, they wouldnt do anything about it even though it visually stuttered when they were testing it they just denied it was happening. Within 2 minutes of me quoting trading standards and "unfit for purpose" i had a new one on the counter. YOU WILL BE AMAZED what that little phrase can do.
 
I don't see why this is a problem. The law is on your side, you've had that fact confirmed. Go in, explain the situation, be assertive and don't leave until you get what you want.

That's what I do and I'm yet to have to take it any further.

Burnsy
 
As far as I'm aware, the store don't HAVE to replace it. They can offer to repair the console which will usually result in them sending it off to the manufacturer, if their T&Cs stipulate this.

Atleast, this was the case for the purple shirts when I worked for their technical support.

This quote in their T&Cs clarifies what I've just said "If there is a fault with your product within 12 months of delivery (or other defect with your order),
we will normally offer a prompt repair, exchange or refund. We will always offer you the choice of
an exchange or refund if the fault occurs within 28 days of delivery."
 
Law states that its the retailers issue, they pass it on if they cant do anything with it, plus if the lights come on, they have to replace it, they get paid back in full by ms and they take off the old system..

Take it back to the shop, if they try to be funny, just own them, dont let them argue, the customer is ALWAYS right..
 
Send it back to microsoft, my brothers did this, he dropped it when he was moving in to his flat. MS pay for all the postage they repair'd it for free, it had a mobo problem. It only took two weeks and he got a free 1 month x-box live card :]

Send it back!!!

Paul.
 
Deiwos said:
As far as I'm aware, the store don't HAVE to replace it. They can offer to repair the console which will usually result in them sending it off to the manufacturer, if their T&Cs stipulate this.

Atleast, this was the case for the purple shirts when I worked for their technical support.

This quote in their T&Cs clarifies what I've just said "If there is a fault with your product within 12 months of delivery (or other defect with your order),
we will normally offer a prompt repair, exchange or refund. We will always offer you the choice of
an exchange or refund if the fault occurs within 28 days of delivery."
Click to expand...

What a surprise. The "Purple Shirts" try to wheedle their way out of anything.

T&C's don't mean No Swearing!. The law is the law, but most companies assume (sometimes rightly) that the customer is stupid and weak. Stand up for your rights and make a stink if they try to fob you off.

My brother actually got in a fight with the manager at No Competitors! because he wanted to return a DVD Recorder as it wouldn't record from his cable tv. Manager said "Can't return it for that..." he said "Not fit for purpose" and an argument ensued and the result was my brother threw to box at his head and he got banned from the shop!
 
I'm not going to get physical - but if a manager gets funny I wouldn't mind choking him out :)

So everyone seems to think the old bold as brass approch will work.....I hope so
 
Sorry to hint at a competitor but if its a 'local' newcastle based store just send it off to MS now. They are right swines.

If its one of the bigger chains however then as already said, a recipt and pleasant explanation will be enough for an exchange.
 
TheDean said:
So everyone seems to think the old bold as brass approch will work.....I hope so
Click to expand...

Of course the bold approach works. They expect you to be meek and cave in if you are confident and bold.

Unless they are equally balshy and then things get interesting and interesting is good.
 
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