Shop refusing to comply with SOGA

--ki-- · 2 Jan 2011 at 11:32

I will give the Sony route a go as long as its not a several week turn around period. The console works fine for 30 mins or so then the graphics corrupt, I can only assume its overheating, though only feels warm on the underside. I will definately be writing a complaint letter to Sainsburys regarding this though.

Kenai · 2 Jan 2011 at 11:34

It's probably worth double checking with the guys in the console forum but i'm pretty sure they literally swap it on your doorstop, the turnaround period is the 15 seconds it takes for you to hand your box to the courier and him hand you a new one.

Spyke_UK · 2 Jan 2011 at 11:49

nightmare99 said:
They do not have to deal with it on the spot, they have a what is considered a reasonable period of time to sort it out (generally regarded as 28 days). What they are suggesting is that it would be quicker for you to get it sorted with Sony directly, now if you force the issue they have to deal with it but will probably only book it for repair with Sony as you would yourself so what they are suggesting could be a quicker resolution for you.

This tbh, it sounds like you had it badly explained to you at the store, but you would be much better off sorting this yourself direct with Sony, at least you will know when it has been collected and when you get a replacement, rather than waiting and hoping and not really knowing whats happening.

The Funktopus · 2 Jan 2011 at 11:56

They'll be arguing that they're not a shop next..... :rolleyes:

carlazai · 2 Jan 2011 at 11:57

Classic case of a shop trying to dodge their committments. OCUK did the same with me and i got in contact with Creative. They sorted me out with a new pair of headphones quickly but i am still a little bitter with OCUK for not sorting it out themselves.

Chisuka · 2 Jan 2011 at 12:20

Ah good old Sainsbury's eh

mejinks · 2 Jan 2011 at 12:36

On the flip side, manufacturers like Epson for example get very shirty when retailers try to return faulty printers, they insist the consumer contacts them directly.

--ki-- · 2 Jan 2011 at 12:38

All sorted with Sony, exchanging it on Wednesday to my door, though still a bit perplexed as to how Sainsburys believe they can shirk their responsibility on this case. Its just but luck that Sony will perform the exchange on your door next working day, Microsoft require you to send the console off to them for it to be repaired/exchanged, and that turn around is 30+ days last time I had to do one. Sainsburys apply this policy to all consoles. Can't say I will be buying another console from them.

McPhee · 2 Jan 2011 at 12:44

--ki-- said:
Hi,

I recently bought a PS3 from Sainsburys (3 months ago), which has now become faulty (graphics corruption, then refusing to output a video signal). I called Sainsburys to find out if they had any in stock so I could get it exchanged and they have now told me that their store policy is to not exchange consoles after 30 days as they could have user data on them, and that I have to deal directly with Sony.

Now 2 things don't make much sense with that statement, surely that is a direct violation of my consumer rights as the item is faulty within 1 year of purchase and is required to be replaced/refunded/fixed on the spot by the point of sale. The second thing is that surely after the first couple of hours of use a PS3 would still have user data on it??

Any suggestions?

Thanks

Someone has obviously misunderstood company policy/added a bit of their own fairytale magic in to the equation. Dealing with Sony directly is a suggestion, not a requirement. It'll yield you a new unit much quicker (turn-around should be within a week).

MOOGLEYS · 2 Jan 2011 at 12:46

My Sainsburys is ok. My Tefal Quick cup died after 10 months and they swapped it for a brand new one no hassle. Might just be your local store that are being awkward..

ToxicTBag · 2 Jan 2011 at 12:50

As others have said make Sainsburys your first port of call be cool and calm but firm with them quoting the soga .... make a point of wearing an asda t-shirt that ought to swing it

Hope it works out for you!

Glaucus · 2 Jan 2011 at 13:02

A lot of companies do this and most of the time it's in your interest as it'll be faster, however if you are unhaooy dealling with manufacturer then as said just talk to a manager. So i really don't think it's companies trying it on.

Nexus · 2 Jan 2011 at 13:06

--ki-- said:
All sorted with Sony, exchanging it on Wednesday to my door, though still a bit perplexed as to how Sainsburys believe they can shirk their responsibility on this case. Its just but luck that Sony will perform the exchange on your door next working day, Microsoft require you to send the console off to them for it to be repaired/exchanged, and that turn around is 30+ days last time I had to do one. Sainsburys apply this policy to all consoles. Can't say I will be buying another console from them.

Well personally Sainsbury's would never be my first port of call for buying a console. I'd buy one from a proper games retailer who understands the industry better.

For example I returned my Xbox Elite when it was faulty with only a month left on the one year shop bought warranty. Being a big games retailer they confirmed it didn't work and swapped it for the brand new Xbox! Wouldn't get that from a Supermarket would you?

Also, I've sent a good four consoles to Microsoft and it's never once taken 30+ days. Longest was nearly two weeks and the shortest was just five days.

Raymond Lin · 2 Jan 2011 at 13:09

All the networks do it too with iPhones. If its broken, they will direct you to the apple store. I tried that with a 1 day old PAYG iPhone with Orange and they refused to exchange it. Good thing there is an apple store in the same shopping centre.

quickshot89 · 2 Jan 2011 at 13:39

OzyOly said:
When I worked for the purple shirt company we were told by the managers to not accept things back for refund after 7 days and if the item was faulty after 30 days to refuse to exchange it and tell them to contact the manufacturer.

Such bad practice.

oh dear, your management must have been bad, if you had the training you would see that there is a system in place on how to deal with returns, and its really not hard

From memory, and this is a good 8 months ago, when i worked at the purple shirt place the system told us to refer the customer to sony, as sony refused to allow us to deal with repairs or returns, as they wanted their engineers only to look at them. Confusing yes, but its what sony demanded.

you can try the SOGA with the shop, but if they have been told by sony to refer any problems with them, then they are kind of stuck in the middle. If under 28 days then yes they can refund/replace but over 28 days its repair

big_white_dog84 · 2 Jan 2011 at 13:56

It might not seem like it, but by directing you straight to Sony they are actually doing you a favour. You will get a quicker result by dealing directly with the manufacturer than by exerting your rights under the Sale of Goods Act and forcing the retailer to sort it out for you.

Unfortunately retailers do not train their staff to explain this and often the customer is faced with a little £6 per hour Hitler who makes you think they are refusing to meet their requiremenets under the Act. This winds up any semi-knowledgeable customer, and situations like yours are inevitable.

Sudden · 2 Jan 2011 at 14:08

I had my Tagan PSU fail a couple of years ago within the warranty period. Took it to the retailer and they said that they could deal with it for me, but it would be far quicker if I just contacted Tagan myself.

On the flip side, same thing happened with an online retailer and they told me to contact Sennheiser (failed headphones). I did so and Sennheiser told me that since it's within the warranty period, it's the retailers responsibility. I went back to them with taht response and then they issued a replacement with no further questions.

Nevermind >_< - was suggesting that you just contact Sony and see what they say, but after posting realised that the matter was already resolved. So yea, ignore this. (I would edit out the above, but I went to the effort of writing it, so someone can go through the effort of reading it

)

zpos · 2 Jan 2011 at 14:14

OP, you must take the effort to write to Sainsburys Complaints Office to flag to them the service you encountered. Whilst it was quicker to deal with Sony, Sainsburys should not renegade on their obligations.

Put pen to paper rather than email. More people need to write to retailers rather than just dropping it. If anything, I would claim personal distress caused by this and that you have lost total confidence in Sainsburys.

Here's the address:

Sainsbury’s Careline
Sainsbury’s Supermarkets Ltd
33 Holborn
London
EC1N 2HT

[TW]Fox · 2 Jan 2011 at 14:21

This is a pointless waste of time.

They are entitled to take the item off you and send it back to Sony on your behalf. This is your legal right.

Given that it will be quicker to deal with Sony yourself, why are you so fussed about your legal right?

Your legal right is to have them send it away for you.

Deal direct with Sony, stop crying about 'MY RIGHTZZZZ' and you'll have a working PS3 back much quicker.

James J · 2 Jan 2011 at 14:28

Kenai said:
Just go do it via Sony, as far as I understand they'll actually come to your house, swap out your PS3 and be on their way.

Seems a much easier solution that hassling Sainsbury's to exchange your console who will then only be sending it back to Sony themselves.

I had a similar experience with a competitor (store) telling me to go directly to microsoft to get my xbox 360 sorted. It proved to be the best option though as it was exchanged within 3 days of me sending it off so definitely couldnt complain about the service at all.