Consumer Rights: MoneySavingExpert.com discussion

Art_2

musey wrote:

Hi Guys

Hope some learned people here can advise me on behalf of my Sister in law.

Basically Sis bought a Post Office Travel Insurance policy about a month ago (£35) to cover her & her 2 kids when they go on holiday. As she's a busy single mom who works 4 days a week she managed to forget that her mother in law (she's going on hols with them) had said she would buy the travel insurance policy for them all and duly did so.

This has only come to light now, sis phoned the PO who basically said "unlucky" when pressed a little they said they could "hold the policy" for her to use at a later date (no time limit for this given).

Sis could really do with the money back, I'm pretty sure the "holding of the policy" is the best deal she's gonna get can anyone offer any advice on if there's a chance of getting her money back. Not sure if it's relevant but her Mother in Law also bought from the Post Office.

I did wonder whether there was scope for a 'gesture of goodwill' on the PO's behalf seeing as how they're getting the business either way? Any suggestions as to wording she might use to try for this??

Thanks for reading.

I don't know who underwrites the PO travel insurance for them but this will be stated on the policy documents somewhere.

I would initially phone the insurer and put your cards on the table and ask them to help. If this doesn't get you anywhere then write to the managing director of the insurers and also the PO and ask them to get involved on your behalf.

Technically I don't think they are obliged to help but as both policies were purchased from the PO they can see what has happened and may do something as a goodwill gesture. Give it a try.

Regards,
Art.

speedmaster_2

Hello

I am desperately hoping that someone can help me. I bought a Creative Labs Zen MP3 player just over a year ago. Recently I noticed a loss of sound and tried new headphones thinking mine were faulty. However it soon became clear that there was a fault within the unit itself.

I rang Amazon and emphasized my rights regarding refund/repair under the Sale of Goods Act and was ignored and repeatedly told to take it up with the manufacturer. I am in the process of putting again in writing my complaint and would appreciate any advice anyone can offer because I know they are in breach of my rights and would rather not have to persue them through small claims

Many thanks

Art_2

speedmaster wrote:

Hello

I am desperately hoping that someone can help me. I bought a Creative Labs Zen MP3 player just over a year ago. Recently I noticed a loss of sound and tried new headphones thinking mine were faulty. However it soon became clear that there was a fault within the unit itself.

I rang Amazon and emphasized my rights regarding refund/repair under the Sale of Goods Act and was ignored and repeatedly told to take it up with the manufacturer. I am in the process of putting again in writing my complaint and would appreciate any advice anyone can offer because I know they are in breach of my rights and would rather not have to persue them through small claims

Many thanks

You don't say how much you paid for the player. This could affect your course of action.

Basically, you have to ask the question, 'Is it reasonable to expect the player to become faulty in a period of little more than a year?' If it was an expensive item the answer is definitely 'No'. If, on the other hand it was a relatively inexpensive item it could be argued that you have had a year's use out of it and should be expected to pay for it to be repaired. If the player has been heavily used the same could apply.

If you feel the player should not have become faulty in the period you have had it, write to Amazon and send your letter recorded delivery. Point out that under the Sale of Goods Act they are responsible for the product and not the manufacturer and you expect them to deal with it. Tell them what you want them to do, replace or repair.

Finally tell them that if they do not deal with the matter within 10 days you will go to the Small Claims Court. Keep a record of all letters, emails, telephone calls etc in case you need to present them in court.

If at the end of the ten days they have not responded satisfactorily sue them in the Small Claims Court. It's very simple and not in the least intimidating.

Regards,
Art.

choccyface2006

Last year (less than 12 months ago) I bought some luggage from Wilkinson's, I had been using it to store summer clothes in and when I got it out recently, I realised that some stitching has come away the zips on both items.

I don't think my local store sells the luggage as its quite small, I orignally bought it from a bigger branch 60 miles away and don't want to get the same luggage again as I think the same thing will happen. It clearly has a 12 month garrantee and I have the reciept, will I be able to get a refund or will they insist on changing them for new ones even if I can't get to the bigger store, or will I get offered a credit note/vouchers which I really don't want?

Many thanks,

Sarah x

Art_2

choccyface2006 wrote:

Last year (less than 12 months ago) I bought some luggage from Wilkinson's, I had been using it to store summer clothes in and when I got it out recently, I realised that some stitching has come away the zips on both items.

I don't think my local store sells the luggage as its quite small, I orignally bought it from a bigger branch 60 miles away and don't want to get the same luggage again as I think the same thing will happen. It clearly has a 12 month garrantee and I have the reciept, will I be able to get a refund or will they insist on changing them for new ones even if I can't get to the bigger store, or will I get offered a credit note/vouchers which I really don't want?

Many thanks,

Sarah x

Take the luggage back and tell them it is 'not of merchantable quality'. Ask for a refund which you are entitled to under the Sale of Goods Act. There is no reason why a local branch can't deal with this to prevent you having to travel to the store where you bought the luggage.

Regards,
Art.

choccyface2006

Thanks, I actually just called Wilkinsons and they said I could have a refund. I'm so pleased. Thanks again Art.

Sarah

choccyface2006

I read in a weekend paper that, under new EU law, there is now a 2 year warranty all all household goods, although most people think its only 12 months. The article wasn't clear about what was classed as "household goods", just gave an example of a tv breaking down after 14 months.

I bought a tv/dvd for my daughter the Christmas before last, its been playing up, I should be entitled to a replacement then shouldn't I? Does the item have to have been bought after a set date?

Thanks

Sarah

Art_2

choccyface2006 wrote:

I read in a weekend paper that, under new EU law, there is now a 2 year warranty all all household goods, although most people think its only 12 months. The article wasn't clear about what was classed as "household goods", just gave an example of a tv breaking down after 14 months.

I bought a tv/dvd for my daughter the Christmas before last, its been playing up, I should be entitled to a replacement then shouldn't I? Does the item have to have been bought after a set date?

Thanks

Sarah

it's not a new EU law but one that has been around for some time. It's something that retailers don't say too much about.

Yes, you would have a claim if your TV/DVD has gone wrong but they may insist on attempting repairing it in the first instance. Go back to the retailer where you bought it.

Regards,
Art.

choccyface2006

Thanks, would that apply to an MP3 player? I am going to buy a new one tomorrow and will be offered 3 years cover for £18.99, not sure if its worth it, I had a similar one that broke down after very little use and after 2 years. I'm paying £109 which is half price in Argos.

Thanks again,

Sarah

Art_2

choccyface2006 wrote:

Thanks, would that apply to an MP3 player? I am going to buy a new one tomorrow and will be offered 3 years cover for £18.99, not sure if its worth it, I had a similar one that broke down after very little use and after 2 years. I'm paying £109 which is half price in Argos.

Thanks again,

Sarah

Yes, the 2 year guarantee would apply.

I'm not a fan of extended warrenties but the price you have quoted isn't high and may provide you with 'peace of mind' in the third year. You only have to ask yourself if you will still be using the player after two years or if you would replace it with a more up-to-date model.

Regards,
Art.