Toys R Us and SOGA

l21ynz

We had the same problem with our first xbox360 and like someone above Gamestation replaced it no questions asked, we did not even have the reciept we telephoned the helpline number and they asked which store bought it at and it was all on their computer, so they emailed the store we bought it at with the proof we had purchased it and we took the broken one to them ad got a replacement.

I would not buy another one tho.

lanavdt

We've owned all 3 main consoles at one point or another and we prefer the 360 because of the selection of games. Just wish it was a bit more long lasting...

Sssssss

customer service manager is Jacqui Ingram, try email to

[EMAIL="Jacqui.Ingram@toyrus.com"]Jacqui.Ingram@toyrus.com[/EMAIL] or toysrus.co.uk
[EMAIL="JIngram@toysrus.com"]JIngram@toysrus.com[/EMAIL]
[EMAIL="IngramJ@toysrus.com"]IngramJ@toysrus.com[/EMAIL]

various combinations like that

also cc Gerald Storch CEO

Ingram is next to useless last time i dealt with her, but after a few exchnage of emails or phones calls with her, you'll have every right to speak toher manager the customer service director. good luck

few more to cc in onyour email

http://www9.toysrus.com/about/execCommittee.cfm

I know they are in the states but it really helps get things moving.

Little_John

The sales of goods act applies here as the xbox 360 is inherently faulty, a design flaw in the internal cooling is responsible for the problems that people are getting, Microsoft are replacing the cooling with an improved design so the original was not right. simple. You have given the retailer chance to put it right and on their advise you sent the console to Microsoft for repair this repair has also failed and now you can request a repair/replacement/refund.

Taken from here
Subject: Sale of Goods Act, Faulty Goods.
Relevant or Related Legislation: Sale of Goods Act 1979. Supply of Goods and Services Act 1982. Sale and Supply of Goods Act 1994. The Sale and Supply of Goods to Consumers Regulations 2002.
Key Facts:
• Wherever goods are bought they must "conform to contract". This means they must be as described, fit for purpose and of satisfactory quality (i.e. not inherently faulty at the time of sale).
• Goods are of satisfactory quality if they reach the standard that a reasonable person would regard as satisfactory, taking into account the price and any description.
• Aspects of quality include fitness for purpose, freedom from minor defects, appearance and finish, durability and safety.
• It is the seller, not the manufacturer, who is responsible if goods do not conform to contract.
• If goods do not conform to contract at the time of sale, purchasers can request their money back "within a reasonable time". (This is not defined and will depend on circumstances)
• For up to six years after purchase (five years from discovery in Scotland) purchasers can demand damages (which a court would equate to the cost of a repair or replacement).
• A purchaser who is a consumer, i.e. is not buying in the course of a business, can alternatively request a repair or replacement.
• If repair and replacement are not possible or too costly, then the consumer can seek a partial refund, if they have had some benefit from the good, or a full refund if the fault/s have meant they have enjoyed no benefit
• In general, the onus is on all purchasers to prove the goods did not conform to contract (e.g. was inherently faulty) and should have reasonably lasted until this point in time (i.e. perishable goods do not last for six years).
• If a consumer chooses to request a repair or replacement, then for the first six months after purchase it will be for the retailer to prove the goods did conform to contract (e.g. were not inherently faulty)
• After six months and until the end of the six years, it is for the consumer to prove the lack of conformity.

What is an inherent fault?
A fault present at the time of purchase. Examples are:
• an error in design so that a product is manufactured incorrectly
• an error in manufacturing where a faulty component was inserted.
The "fault" may not become apparent immediately but it was there at the time of sale and so the product was not of satisfactory standard.

The fact that on the 5th July 2007 Microsoft extended the warranty for the xbox360 to 3 years for 3 red light (ring of death) faults is acceptance that there is a fault wit the console. apparently it is due to a design flaw on the internal cooling for the CPU and graphics they share a heatsink I think the result is they get hot and the solder points break. Microsoft have been installing alternative cooling solutions as a repair. If Toys R us require more proof you could print off the wikipedia page

Good luck with it.

lanavdt

Thank you to all for your advice. I recieved a call from a manager called Neil yesterday and he initially said I should return it to Microsoft but I (politely) held firm and made the point that my contract was with Toys R Us, not Microsoft and that the warrenyt offered by Microsoft was in addition to my statutory rights (not sure if that's quite right but it did the trick!) and he said he'd see what he could do.

Got another call a short while ago and he's just waiting for the returns department to issue a code. It'll take a couple of days and then I can take it back to the store for a new one. :j

miniemma

lanavdt wrote: »

It'll take a couple of days and then I can take it back to the store for a new one. :j

:j :T :j :T :j :T :j :T :j :T

maninthestreet

lanavdt wrote: »

Thank you to all for your advice. I recieved a call from a manager called Neil yesterday and he initially said I should return it to Microsoft but I (politely) held firm and made the point that my contract was with Toys R Us, not Microsoft and that the warrenyt offered by Microsoft was in addition to my statutory rights (not sure if that's quite right but it did the trick!) and he said he'd see what he could do.

Got another call a short while ago and he's just waiting for the returns department to issue a code. It'll take a couple of days and then I can take it back to the store for a new one. :j

You said the right thing - well done! :T :T

lolababy

Hi our sons xbox is being picked up today as his has broke. My nephew who got his at the same time ie xmas 07 has also sent his back.
Microsoft have extended the warranty to three years. It seems that they know there is
fault with a certain batch of xbox.

lanavdt

lolababy wrote: »

Hi our sons xbox is being picked up today as his has broke. My nephew who got his at the same time ie xmas 07 has also sent his back.
Microsoft have extended the warranty to three years. It seems that they know there is
fault with a certain batch of xbox.

We decided to go the route of returning it to the shop as the replacement we were sent (to fix the original 360 we owned, not the one I was posting about) broke after just over 3 months of use. I thought it'd be a bit easier than it has been because I assumed that all shops would honour the sale of goods act without too much fuss. I was so naive :rolleyes:

:rotfl::rotfl::rotfl:

aluap_2

I purchased an XBOX 360 Arcade system from Toys r Us in June 2008, it developed the dreaded ring of death in March 2009 I went back to the store and was treated like an alien, the Manager shouted at me the Media Sales Advisor was extemely rude and I was really left furious. I decided not to let it go, they did not offer to repair or do anything about my problem so I reported them, to the consumers rights, they told me to write direct to the manager which I did and give him a specific time to reply in, I sent the letter by Recorded so it had to be signed for, I stated that if Toys r Us failed to do anything about my problem, and stated the SOGA I would take Legal action against them. I also sent copies of my letter via email to all the Heads of Toys r Us. Low and behold, 10 days later I received a letter from HO telling me to return the offending XBOX to the store and they would give me a full refund. I duly went that very day and the Manager refused to deal with it, I got my full refund of £189.99 however Result.
I have since purchased an XBOX from Game for £129.99 with Top Game worth £39.99 and a 1 year return to store if it should have any problems. Toys r Us are really bad at helping customers, I will never shop with them again. IF YOU HAVE A TROUBLE WITH TOYS R US STAY FIRM AND DONT GIVE IN. Where theres a will theres a way...