Refusing an exchange

Nukey

Hey

First of all just to let you know I am pretty newly signed to the forums (although I have been looking at them for a long time now)... so try not to scare me yeah?

Around the beginning of September I was shocked to find a new gadget I was waiting for had just been released. I had previously owned devices from this manufacturer for years on end, but was always used to buying them from a store and not from the manufacturer.

Anyway, the item in question is the Archos 5. On the 29th of August I saw the new top-of-the-range portable media player for sale on Archos' website for £293.81 (inc. VAT and handling). So being the big spender I was I whipped out my credit card and did the dirty deed.

First of all, to let you know, that Archos is a French company, anything from them is purchased online and shipped internationally directly from them, in France.

That aside I recieved the player while I was at work. Like a kid at Christmas I was unwrapping my TNT-endorsed package during my lunch break with my manager watching over.. and there was plenty of "ooh"ing and "arr"ing at my new, and extremely shiney toy.

I had used the device as I normally would, taking really good care of it, but then a few days into owning it things took a turn for the worst. What started off as brown and silvery shiney casing had turned slightly duller in its appearance in the bottom left hand corner of then unit. [Below].


At first I noticed this while I was on the bus; but thinking it might be just a bit of grease I was waiting in hope to get back to my flat to go on an "mp4 player cleaning spree".

The mark at the bottom wern't budging. It didn't seem too much of a big deal as the mark was only noticable when shined into the light, but it didn't seem right in any case. Looking at the manual I saw that their technical support number was £ 0.60/min... so a quick visit to the ArchosFans forums to get their 0207 number seemed to be in order.

That day, being the 13th of September, I gave technical support a call and I was greeted with a guy with quite a strong accent. I explained this the problem to him and he said that it would be escalated to the second line technical support team to look into. Baring in mind that the player in itself works like a charm, it's only the hidden uglyness of the case that's getting my back up!

I was promised a call back within 48 hours. I contacted them again after 3 days, where I was told that it had been escalated to the 3rd line team where they can communicate with the manufacturing line to see if they heard of such a problem, and that was why I had no call.

I was told I would be contacted by them in a few days but the days just went by. Since then the stain had got considerably worse, and more noticable in all forms of light. [Below].



I was given a call while I was at work where I answered the phone to a lady, yet again, with a very strong accent (I could hardly understand her).

She replied to me "We can get the unit booked in for repair for you" she says, as well as "it can take upto 28 days to be fixed".

I stated to her that the issue first started occuring within 14 days of owning the device and she replied "we can't authorise a refund or an exchange, we can only fix it".

I am very riled with this, since then now the metal seems to have actually started peeling off, revealing a copper colour on the front casing. What went from a slight mark has turned into a big black stain of decipt and rip-offs.

I emailed their RMA team where the response was bounced back with a mail faliure error email in my inbox; I have since then emailed their e-commerce team (where it came from) and their customer services team. Both have had the email for 4 days and there has been no response.

I have no idea what to do here, the unit was brought from online overseas and it's getting uglier by the minute. All I want is an exchange and they won't offer it to me

Thanks for your help. It's really appreciated.

peter_the_piper

Personally, I'd have accepted the offer to fix it, it would have needed to have the case/part of the case replaced. As the internals were working fine then its not likely you'll get a better offer imho. Dell repaired my computer 3 times before they got it right.

deanos

Have a read up on French consumer law and see what you are entitled to.

djb215

http://ec.europa.eu/consumers/redress/ecc_network/factsheet-ECC-Net_en.pdf

Page 4, right hand column, have a read.


To take it further, allez-vous ici (Pardon my French :rotfl: ):
http://www.ukecc.net/

Kavanne

Looks like you've burned it?! Is it smoking? lol

Altarf

Nukey wrote: »

on sale on Archos' website for £293.81...I whipped out my credit card and did the dirty deed.

So stop messing about with Archos and stick in a Section 75 claim with your credit card company.

Dreamnine

Bizarre...