Consumer Rights: MoneySavingExpert.com discussion

nicola2312

Thanks art

Unity

nicola2312 wrote: »

I have just received a home delivery from Ikea and part of my item was damaged in half. We bought the item full price yesterday with no damage. When we went to pack it into our car we took it out the packaging and tried to fit it but we couldn't so we had to go for the 50 quid delivery option from ikea. None of our items were damaged before we gave them over to home delivery but when they were delivered this morning part of my wardrobe was in half. The delivery driver wrote down on the delivery sheet (that i pressume he will take back to ikea) that the item was damaged.When i called Ikea they were trying to come up with a reason why it couldn't have been them and asked if i had bought the item in the bargin corner, which i was able to prove i didnt as i still have the receipt and it was also be shown on my bankstatement that i paid full price. Not only that but when i got home delivery the guy noted on the sheet that i was getting 6 items delivered and noted that there was no packaging. He never however noted that there was any damage so surely he would have noted that down if there was. The guy on the phone was rude and i was polite and keeping my cool which is making me even more mad. They say i now have to wait till tomorrow to call customer services to report the damage, then they have to file a report (which i have to send a pic away to of the damage) which they have to then submit to the ikea store then they have to make a desicion. So it's gonna take at least a week and i have all this stuff lying around that i can do nothing with.
PLEASE CAN SOMEBODY GIVE ME ADVICE WHAT TO DO!!

It's also useful in any letter you write to add the phrase Without Prejudice as a heading, just after the 'Dear Sir'. It's a strong indication to them that you are quite prepared to take legal action - if they don't do something to resolve the situation.

It's awful when something like this happens and I can imagine your stress, even though it's not a big problem like say Global Warming - it really causes a lot of distress whilst you are getting it sorted out.

Good luck and I hope it's sorted soon.

TIRkiz_2

Hi, can anyone advice me how i stand on this one please...

Recently bought a Wirelss Keyboard & Mouse from The Carphone Warehouse. Nothing wrong with it, just 'changed my mind'. Tried to return for a refund but was told only able to Exchange as being 'Accessories'. Wasn't informed of this policy at time of sale.
Have enquired via website...no reply.

Any advice please?

Unity

TIRkiz wrote: »

Hi, can anyone advice me how i stand on this one please...

Recently bought a Wirelss Keyboard & Mouse from The Carphone Warehouse. Nothing wrong with it, just 'changed my mind'. Tried to return for a refund but was told only able to Exchange as being 'Accessories'. Wasn't informed of this policy at time of sale.
Have enquired via website...no reply.

Any advice please?

I believe that legally they aren't even obliged to give you an exchange, if your reason is just because you have changed your mind. If you had bought it online - you would have had a seven day cooling off period under distance selling regs - but not if you bought it in store.

This isn't simply a one of their policies, it's the law.

Sorry

TIRkiz_2

Ok, thanks for replying, never mind they may come in handy some day.

Art_2

TIRkiz wrote: »

Hi, can anyone advice me how i stand on this one please...

Recently bought a Wirelss Keyboard & Mouse from The Carphone Warehouse. Nothing wrong with it, just 'changed my mind'. Tried to return for a refund but was told only able to Exchange as being 'Accessories'. Wasn't informed of this policy at time of sale.
Have enquired via website...no reply.

Any advice please?

If there is nothing wrong with the item and you have simply your mind then the retailer does not have to do anything for you.

Regards,
Art.

Pinkcoke

Hi, I have bought a Medion brand PC unit from Aldi which is about halfway through it's 3 year warranty/guarantee. It was fine for a while but gradually over several months I have had various problems with it usually ending with a crashed-non responsive computer. It has been repaired by Medion twice and this is the third time it has been sent to them.
The first time it was regularly switching off (on on!) by itself and then one day crashed - the motherboard was faulty and was replaced.
The second time I was using the computer when it caught fire by itself and we were forced to wrip out the plugs and take it out of the house. I was told that the cooler had failed and thus something overheated. The fan was replaced and rather worryingly when I asked why this happed I was told it just does. What is there to stop my CPU from catching fire again? (when I'm not in the room?)
The third time it crashed again with no warning and I again reported the problem and sent it in to Medion. During all this the DVD player has never successfully worked. Occassionally it will play a disc but the majority it rejects and does not recognise there was a disc in the drive. It also regularly froze while in play, forcing me to abort the film and remove/replace start again. I asked the technician to look at this the second time I sent the CPU in but when it came back (major faults repaired) they hadn't looked at or done anything with the DVD player.

This time I was told by the teachnician that my unit would automatically be considered for a replacement however due to the results of previous repairs and medion parts I said I would not be happy to receive any more of their products and would like a refund to which I have been told they do not refund. They have said they will offer me a replacement CPU but not which yet. All this was said in phone calls I have made to Medion. They were supposed to have contacted me within 10 working days of receiving the unit to discuss the replacement. However I have not received any calls or letters from them (I even have an answering machine) and when I phoned again today (over 2 weeks since it was collected) nothing has progressed. I asked to speak to a supervisor (previously I have been told no-one was in, they couldn't give me any direct numbers or e-mail addresses) who I eventually got to speak to.

The main problems I outlined to him were that due to my experience of their products I was not happy to receive a replacement (even an upgrade) as they had done nothing to assure me of the quality. (they also said it would come in the same case as my old unit which would leave me not knowing what they had changed as removing the case voids the warranty) I also wanted to have my old hardrive back to recover my data myself (medion re-condition units for resale on their site and I didn't want them to erase and re-use the hardware) but was informed they would only back the data up on DVD or sell me the old hardrive since it would become their property once a replacement was issued. Keen to end the conversation I took the supervisor's name and extension no. (he wouldn't give me his last name or the number to which this was the extension!) and asked when were they finally going to contact me, he said now that it was under his care he would phone me back today or tomorrow regarding replacement and data backup. I asked if they were going to consider a refund, he answered as the manufacturer they only replace, I asked could they arrange with aldi to refund me he said no.

My father has recommended I go to Trading Standards as I feel I must be within my rights to get both a refund and my hardrive and data back. Since their offices are now closed and the telephone no. sent me to an answering machine I come to you to ask for advice.

Pinkcoke

Forgot to add that if I had to have a replacement I would like to insist on a new 3 year warranty since these should be new parts. Am I able to get this? It's no good me having a new CPU if it's as rubbish as the last one and then my warranty runs out.

lauperr

Hi

In May 2007 I signed up to a certain phone company to get my landline through them as an 18 month contract. I was told that I could also get my broadband with them at any time during this contract, so when my existing ISP contract ran out I signed up to broadband with them in August.

In March my internet connection stopped working for a month but they refused to acknowledge that it was a problem at their end, despite my constantly testing things at my end, including buying various replacement parts at their request to make sure it wasn't my fault. Eventually after ringing nearly every day for that month someone fixed it in about 2 minutes.

Moving on... this was a house that I was renting while at Uni, and my tenancy ran out in June, so because there was some time left on my contract I decided to pay the remaining monthly instalments rather than the £70 disconnection fee because it worked out cheaper. I phoned last week to see if I could pay off what I owed them in one go and then cancel the contract, because the new tenants of the house wanted to get their own internet connection. When I called to do this they told me my contract was actually until Feb 09 because the 18 month contract started when I got the broadband with them. However, when I signed up to the broadband noone told me this when I was arranging it, nor did I get anything through the post to let me know. They claim that on the 8th August a letter was sent to me but I did not receive it. Now they say that if I want the contract cancelled I am liable for the £70 disconnection fee and that there is no way they will waiver it.

I have threatened to get trading standards involved, if nothing else because they breached my contract when they didn't provide an internet connection for a month (Supply of Goods and Services Act 1982). I suggested that because of that, and all the appalling customer service I have received (they have acknowledged a log of all the times I have had to call them) they should waive the fee as a good will gesture and let me go.

However they are still refusing to budge and I don't know where to go from there. I can't really afford to pay the £70, and the new tenants of the house are putting the pressure on to get this sorted so they can get a connection sorted of their own. I offered them the opportunity to take over my contract but they don't want it. I don't know what to do

Any advice would be greatly appreciated.

Art_2

Pinkcoke wrote: »

Hi, I have bought a Medion brand PC unit from Aldi which is about halfway through it's 3 year warranty/guarantee. It was fine for a while but gradually over several months I have had various problems with it usually ending with a crashed-non responsive computer. It has been repaired by Medion twice and this is the third time it has been sent to them.
The first time it was regularly switching off (on on!) by itself and then one day crashed - the motherboard was faulty and was replaced.
The second time I was using the computer when it caught fire by itself and we were forced to wrip out the plugs and take it out of the house. I was told that the cooler had failed and thus something overheated. The fan was replaced and rather worryingly when I asked why this happed I was told it just does. What is there to stop my CPU from catching fire again? (when I'm not in the room?)
The third time it crashed again with no warning and I again reported the problem and sent it in to Medion. During all this the DVD player has never successfully worked. Occassionally it will play a disc but the majority it rejects and does not recognise there was a disc in the drive. It also regularly froze while in play, forcing me to abort the film and remove/replace start again. I asked the technician to look at this the second time I sent the CPU in but when it came back (major faults repaired) they hadn't looked at or done anything with the DVD player.

This time I was told by the teachnician that my unit would automatically be considered for a replacement however due to the results of previous repairs and medion parts I said I would not be happy to receive any more of their products and would like a refund to which I have been told they do not refund. They have said they will offer me a replacement CPU but not which yet. All this was said in phone calls I have made to Medion. They were supposed to have contacted me within 10 working days of receiving the unit to discuss the replacement. However I have not received any calls or letters from them (I even have an answering machine) and when I phoned again today (over 2 weeks since it was collected) nothing has progressed. I asked to speak to a supervisor (previously I have been told no-one was in, they couldn't give me any direct numbers or e-mail addresses) who I eventually got to speak to.

The main problems I outlined to him were that due to my experience of their products I was not happy to receive a replacement (even an upgrade) as they had done nothing to assure me of the quality. (they also said it would come in the same case as my old unit which would leave me not knowing what they had changed as removing the case voids the warranty) I also wanted to have my old hardrive back to recover my data myself (medion re-condition units for resale on their site and I didn't want them to erase and re-use the hardware) but was informed they would only back the data up on DVD or sell me the old hardrive since it would become their property once a replacement was issued. Keen to end the conversation I took the supervisor's name and extension no. (he wouldn't give me his last name or the number to which this was the extension!) and asked when were they finally going to contact me, he said now that it was under his care he would phone me back today or tomorrow regarding replacement and data backup. I asked if they were going to consider a refund, he answered as the manufacturer they only replace, I asked could they arrange with aldi to refund me he said no.

My father has recommended I go to Trading Standards as I feel I must be within my rights to get both a refund and my hardrive and data back. Since their offices are now closed and the telephone no. sent me to an answering machine I come to you to ask for advice.

Medion are within their rights to replace or repair the PC after this length of time. All you can do is insist on a replacement if another repair doesn't last. You cannot insist on your money back.

Also you are not entitled to a new 3 years guarantee. You are entitled to the balance of your original one, unless Medion extend this as a gesture of goodwill.

Regards,
Art.