Returning Index Product - Please help!

LPLATT · 23 January 2006 at 4:24PM

Last year I purchased a table and 4 chairs from Index costing £150 and although the table is rarely used, I use the chairs quite frequently. Within months of erecting the chairs, the screws holding the seat part started to become loose. Once they fell out, it was impossible to secure back into place. On top of this 2 of the 4 chairs have broken due to me sitting on them (I am average weight). Since Index has closed down, I wrote to the customer services address I have been given to ask for a replacement. Today I received a letter from them saying before they can give a replacement they will have to come and inspect it. This is no problem, however if the inspectors find that the damage is not down to the manufacturer, it will cost me £40 for them coming round. I am a single mother and cannot afford this cost and so consequently worried about arranging for the inspectors to come.

I was just wondering if anyone else has been through this and is there a way of getting out of the charge if they determine the damage is not the manufacturers fault. Can they actually charge this?

Thanks in advance

steve$$$$$_5 · 23 January 2006 at 4:52PM

I am having a similar problem with Index.I have a faulty Digital Camera which
I bought from them in March'05.

They are telling me that I must return the camera c/w an independant
fault report from a electrical engineer (all at my cost).

I still have the box and the guarantee and it states it is covered for 1 year.

As Littlewoods was bought by AB Foods (Primark people) I think they are
just trying to make it as hard as possible to get a refund/replacement.

Has anyone got advice on this ?

shohaib · 23 January 2006 at 6:45PM

didnt argos takeover, my exercise machine pedals broke as i prob used it too much in a small period, helped me lose so much but the point being is that i bought it from index. They told me to ring the manufacturer and they sent me a new pair the next day. Woohoo, that felt like real customer support. Ahem, keep trying they cant ignore every one who has got products to return.

shopndrop · 23 January 2006 at 7:44PM

My aunt has a faulty vacuum cleaner (still under guarantee) which they insist she have posted back to them at her expense. They will check it out and if it is not faulty, she will have to pay for report as well. She has sent it back and is still wiating to hear from them.

hellofreebies · 23 January 2006 at 8:00PM

pay for their xtra care insurance and your coverered for all items you order for two years..it will also cover all orders youve made in the last two years for faulty, lost, stolen and accidental damage...you pay a % of your current balance so if you pay your balance before statement date its totally free!

toozie_2 · 23 January 2006 at 9:22PM

I can answer this one!

Bought a 13 foot trampoline from Index.com, a year last December. In November 05, the mesh began to split. At that time there was a telephone number you could contact Index on, think this has been disbanded now. They told me I would have to have an independant trampoline expert to check the fault. I nearly fell off my chair laughing :mad: , living in rural North Wales, where was I going to get a trampoline repairer???

My daughter has trampoline lessons in the local sports centre, so I asked the tutor if she could do anything for me. She basically said if I typed the letter, with the Club logo on top, as though it had come from her, she'd sign it. Along with this letter, my covering letter, a photograph of the split mesh, and a COPY of the original invoice, I sent everything to Index.

I didn't get a reply, until 2 days before Xmas (by now the guarentee has expired)when 8 huge packing sheets arrived, with 8 huge pieces of bubble wrap, but no correspondence!!! The next day a letter arrived stating they were collecting the trampoline at 7.30am on Xmas Eve!!! We managed to dismatle it, and wrap it in 2 of the sheets, and one lot of bubble wrap. It went away with no cost to us, apart from getting up at the crack of dawn.

About 2 weeks after Xmas I got a refund cheque for £139.99....total cost of the item.

LPLAT
Why not try and write a letter, saying that a local independant furniture dealer has seen the chairs, and confirmed they have broken due to bad workmanship on that batch, try and make the letter sound as professional as you can, send a photo of the damage, and a photocopy of your invoice, and possibley casually mention that you have been speaking to Trading Standards, and they have adviced you that you are well within your rights to have a refund for the shoddy goods within the first 12 months.

Good luck

toozie_2 · 23 January 2006 at 9:28PM

By the way, Index can never give a replacemnet now, as they haven't got any stock, so you should all have a refund.

Be firm, keep trying, maybe Citizens Advice wouold be able to advice on the guarantee side of a faulty item.

It's always good to throw in some technical jargon, when dealing with companies such as this, make them think you'll take the issue further if you don't get the response you are looking for. Play mind games!!

deanos · 23 January 2006 at 9:31PM

steve$$$$$ wrote:

I am having a similar problem with Index.I have a faulty Digital Camera which
I bought from them in March'05.

They are telling me that I must return the camera c/w an independant
fault report from a electrical engineer (all at my cost).

I still have the box and the guarantee and it states it is covered for 1 year.

Has anyone got advice on this ?

Contact the makers they will be able to help hopefully and repair for free, you might have to pay postage to get it to them

steve$$$$$_5 · 23 January 2006 at 9:49PM

deanos wrote:

Contact the makers they will be able to help hopefully and repair for free, you might have to pay postage to get it to them

Have tried that and Goodmans said I must first contact the dealer I bought
it from.Explained that Index had shut and they basically said "not our problem".

deanos · 23 January 2006 at 9:57PM

Thats not very good

Art_2 · 23 January 2006 at 11:50PM

steve$$$$$ wrote:

I am having a similar problem with Index.I have a faulty Digital Camera which
I bought from them in March'05.

They are telling me that I must return the camera c/w an independant
fault report from a electrical engineer (all at my cost).

I still have the box and the guarantee and it states it is covered for 1 year.

As Littlewoods was bought by AB Foods (Primark people) I think they are
just trying to make it as hard as possible to get a refund/replacement.

Has anyone got advice on this ?

It looks like your guarantee runs out in March so you'll have to work fast. Write to the new owners and tell them you expect them to honour the guarantee. See what they say. At the same time talk to your local Trading Standards department and ask them to help you on this.
Ask them if you should sue in the Small Claims Court.

Regards,
Art.

Returning Index Product - Please help!

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