I Know My Rights...

OGB03 · 5 March 2006 at 5:39AM

I bought a Liteon DVD Recorder 5004 (Not in current catalogue) from Argos 1 year 1 month and ++ days ago, and after recently recording several American Idol audition episodes (don't ask) suddenly got a 'FAIL' message. It would swallow a DVD, do 'something to it', FAIL the reading of the disc and then make it impossible to play/read the said disc on any other machine. Just to compound it all, there was no manufacturers guarantee included in the box with the machine (interesting to note Liteon apparently has a standard 2 year guarantee) and the Instruction Booklet listed the only relevant contact details to be their European Head Office location in the Netherlands - no UK details. Period. I also checked the list of Manufacturers at the back of the Argos catalogue for a Liteon contact number and found they are not listed.

As such I went to the store on Wednesday, with item boxed in original pristine packaging and receipt, fully aware of the Sale of Goods Act and armed with my 'bible' 160 Letters that get Results (Ajay Patel, Which, 200, £11.99) and my old Business Law Uni text book. I was confidently told my a MOS that as my purchase was over 1 year ago, there was nothing Argos could do for me. Further, "…Our training says that after a year, customers must contact the manufacturer…!". Luckily, armed with 'The Law', and after speaking with a Manager, I managed to enlighten them with regard to the ‘6 years' quoted in the Act, and to query the 'misleading' advice that was being confidently expressed by a MOS (directly contravening 'The Law'). I got a full refund (at worst I was expecting them to depreciate the value of the goods and refund me the balance) in the form of gift vouchers (which does restrict me to buying a replacement from Argos, but under the circumstances I guess this is a satisfactory outcome).

In conclusion the main points to be drawn from this post are:

1. Be careful with Liteon, and where you purchase it from in the first instance, returning it if/when problems occur could prove a tad difficult depending on the supplier/retailer.
2. Have a quick look at the main points of the SOGA and make a note of the key features of the Law as it stands from a Consumer viewpoint.
3. (Absolutely Essential) By rights this should have been my first point, buy the following book: 160 Letters That Get Results by AjayPatel, Which, 2005, £11.99. A book of imperious value to all consumers.
4. Always post a comment if you think it could be of help to someone (Like the other posts here have been useful to me); Rather help only 1 person than to help no-one at all, despite the fact that some rather unhelpful people can make a poster slightly hesitatant for fear of cutting reprisals for expressing their experience/opinion. (No-one like that here though thankfully). Not paranoid but Grabbit posts seem to bring out the worst in people.

Thank you in advance for reading this long post. HTH. :A

LULUBELLE_2 · 5 March 2006 at 1:16PM

Good post - extremely helpful! :T

replinco · 6 March 2006 at 9:01AM

Great post.

Just ordered the book at Amazon to have in reserve. I always get good results from my complaining, probably through sheer bloody-mindedness but it is always great to have something good to throw at them. Having said that, Argos seems to be one of the only companies I know that I don't have to do much in the way of compaining.

I've also ordered "450 Legal Problems Solved ("Which?" Consumer Guides)" as well to get me over the £15 Supersave delivery limit at Amazon. At £7.91 each you can't go wrong and have something to fall back on when things do!

Thanks again OGB03 for the heads up and I was glad that you got a good result!

Mack_3 · 6 March 2006 at 9:55PM

Thats quite a good result, After the one year manufacturs guarentee, putting you in contact with the manufactuer and sending it away for a chargable repair is the best it normally gets, but it depends if the manager could be bothered with the hassle

timmorel · 7 March 2006 at 11:46AM

I bought a Liteon 5001 from Ebuyer in March 2005 and I had the same issue just before Xmas. However I looked at the Liteon website and contacted them directly. They sent a parcel carrier to pick up the machine the next day, and within a week had repaired and returned it to me free of charge. They did not ask for any proof of purchase!!! all in all excellent service.

deanos · 10 March 2006 at 2:57PM

LIteOn's have a 2yr warranty i thought ?

OGB03 · 10 March 2006 at 9:29PM

I was told about the '2 year guarantee' by another poster, but as my original post says, there was absolutely no information regarding any kind of guarantee in the box with the item.

I guess the issue here is not so much the specific company mentioned, but the wider point of consumer rights with regard to the retailer through which the purchase was initially made. I am quite fortunate in that I do muster up the energy and actively try to seek out information regarding my rights as a consumer, however I appreciate that not everyone will have the time or information necessary to pursue this type of matter (questionably, nor should they have to).

In the event that a product (whatever it may be) develops a fault, often time the onus is put on ‘us’ the consumer 'running around' and doing all the frustrating and time-consuming legwork (this has happened to me countless times in the past :rolleyes:) to ensure their product is repaired or replaced when 'The Law' clearly states that the retailer has a responsibility to the customer up to 6 years from the original date of purchase. Essentially, our first port of call in the event of a problem should be to return to the original retailer who should then take 'reasonable' steps to rectify the problem.

How many times do we encounter the feeling of trepidation knowing we have to take something back, and knowing we are going to encounter a member of staff who mistakes company policy for the Law! I fear many misinformed people are sent away with their product and receipt after 1 year (if they have the courage to go back in the first place) from Argos, with the same line I was fed, about it being my responsibility after the manufacturers guarantee runs out!

The book I recommended definitely explains the above far better than I am able to but I hope people will use my situation and feel empowered by it (grrrr), and to stand their ground when dealing with Argos and the return of faulty goods.

Nb: This does raise the question of why we would then purchase an extended warranty given our rights under the Sale of Goods Act, and the only benefit I can think of would be that in the event of the product having to be repaired, this would be done without further charge.

HTH

pavlovs_dog · 10 March 2006 at 10:34PM

OGB03 wrote:

Nb: This does raise the question of why we would then purchase an extended warranty given our rights under the Sale of Goods Act, and the only benefit I can think of would be that in the event of the product having to be repaired, this would be done without further charge.

because "reasonable period of use" will vary greatly dependant on the item, and secondly, the extended warranty offers accidental damage cover. the replacement product cover on items up to £150 offers 3yrs accidental damage cover, whilst the breakdown cover on more expensive elctrical items (but not mobile phones as these need a different type of insurance) offers 1yrs accidental damage cover.

just because it isnt suitable for you, doesnt mean it wont be of benefit to someone else.

trickytrolleys · 10 March 2006 at 11:13PM

But most items will be covered by your contents insurance - I would never buy an extended warranty!! Like the OP - I KNOW MY RIGHTS!! LOL

pavlovs_dog · 10 March 2006 at 11:14PM

yes, but not everybody HAS contents insurance :rolleyes:

trickytrolleys · 10 March 2006 at 11:16PM

Fair point!!

I Know My Rights...

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