Amazon returns

HelpfulConsumer

Does anyone know where consumer rights stand on returns policies? Who does the 12 month warranty responsibility lay with if something goes wrong?

I wanted to return an external hard drive to Amazon.co.uk because of fault but was told my '30 day return' has expired. Surely I am covered by the warranty? So is it now down to the manufacturor?

Any light to shine upon the subject?

Thanks

RHemmings

http://www.tradingstandards.gov.uk/advice/problemswithgoods.cfm

I'm sure Trading Standards used to have much better advice online. But there are several points on that page that match your situtaion.

I'm no legal eagle, but fundamentally the sale of goods act says that goods have to be fit for purpose, and last a reasonable time. If your hard drive is more than 30 days old but less than a year (which is what your post seems to suggest). Have you had the drive more than six months?

I thought Amazon were usually quite good about customer services and living up to their responsibilities. Could it be that they didn't realise that the drive was faulty?

In any case, if I were you, I'd contact Amazon back and say that the drive has failed X days (weeks, months) after purchase and that under the terms of the Sale of Goods Act (1994) you expect a prompt refund (repair/replacement).

Your contract is with Amazon, not with the manufacturer. And it's Amazon that should make good this problem.

custardy

easier to contact the manufacturer direct and sort out the RMA
can usually do it all online

RHemmings

custardy wrote: »

easier to contact the manufacturer direct and sort out the RMA
can usually do it all online

Possibly. But on the CAG forum, they generally advise against dealing with the manufacturer directly as you can lose some of your rights under the SOGA.

See, e.g., this post.

http://www.consumeractiongroup.co.uk/forum/pcworld/77353-sale-goods-act-etc.html#post1264531

Also note q6 here: http://www.berr.gov.uk/whatwedo/consumers/fact-sheets/page38311.html

Jennifer

Amazon today refusing to accept the return of a defective office filing case as "it is 11 months old and subject to wear and tear". No acknowlegement of the SOGA even though I quoted it. My previous similar case lasted 12 years.
J

savvygranny

Hello -

Does anyone know a contact telephone number for Amazon or the best e-mail addy. I want to query warranty for goods also - broken within 12 month period.

Thanks in anticipation...

rosalie-lavender

savvygranny wrote: »

Hello -

Does anyone know a contact telephone number for Amazon or the best e-mail addy. I want to query warranty for goods also - broken within 12 month period.

Thanks in anticipation...

I have this number written in my address book for Amazon. 0207 084 7971

I must have written it in when I had problems with something I needed to return and I believe it was on one of their emails.

I haven't phoned it recently so it might not still be valid. It's worth a try though.

rosalie-lavender

custardy wrote: »

easier to contact the manufacturer direct and sort out the RMA
can usually do it all online

I am also in the same position as the OP. I emailed Amazon and was told to contact the manufacturers which I have done and found that I had to return the item to the manufacturer at my own expense. In my case that was at least £9 and to get a trackable delivery with enough insurance for the value of my item would have been £22.

I have gone back to Amazon and told them I am not happy about the expense involved and that it is really their responsibility for an item less than four months old.

They have got back to me and have ordered a replacement and linked me to a pre-paid returns label.

I think it is worth looking at manufacturers websites/support pages because sometimes a solution can be found but if that is not helpful go back to Amazon.

I am now more than satisfied with the service Amazon have given me.

savvygranny

thanks for this number rosalie-lavender

Queenriderbrekke

Here's the link with information about returning a faulty item after 30 days

http://www.amazon.co.uk/gp/help/customer/display.html?ie=UTF8&nodeId=1161016#defective

and here is the link to contacting Amazon, you fill in why you are calling and your telephone number and they call you so it costs you nothing

http://www.amazon.co.uk/gp/help/contact-us/general-questions.html/ref=hp_gw_cu

I can honestly say Amazon have the best customer service I have encountered yet, hope they can help you!

jools2001_2

I can honestly say Amazon have the best customer service I have encountered yet, hope they can help you![/QUOTE]

Couldnt agree more,
which is why i now use Amazon for virtually everthing
(if its the right price of course )