'Would you help a fellow consumer?' poll results/discussion

[Deleted User]

I voted B, but if the customer in question was kicking off and being an !!! about it, i'd keep quiet just to make their life awkward.

teddyco

I don't know that I would bother to then be accused of putting my nose where it doesn't belong.

redmandarin

MrMuttley wrote: »

As someone who works for one of the manufacturers helpdesks i get very frustrated at the retailers sending people to us for warranty repair when the customer is entitled to exchange a faulty product.

On that basis option B

Just to clarify, MrMuttley, the poll referred to the purchase of a new item (a radio) bought a few days earlier, which was faulty. Therefore, the customer is legally entitled to a refund of the purchase price of the item, and not to a repair (and the buyer would then have the option to purchase another radio, should they require).

Slanko

The contract was between the customer and the retailer, and so the retailer is responsible for any faulty items, providing the customer can demonstrate that the item was bought from that retailer. The best way to demonstrate this is with the receipt, although many stores can accept bank statements to check with their records. Still attached price labels etc are also generally acceptable. So the shop staff may be within their rights to say this if no proof of purchase can be obtained. This is not clear in the example, and so no overhearing bystander can "know" it's wrong!
Most electrical items carry a 1 year manufacturer's warranty, reply cards come in the box (which most people ignore), but the onus is still on the store. Certain electrical products (ie Sony PSP console) are only 6 months with the retailer, and non-electrical goods must be returned "within a reasonable time". This is obviously vague and open to some interpretation.
Most high street stores are well aware of their responsibilities, and we occasionally have grounds to refuse a return: and the last thing we need is someone unconnected with the issue joining in the argument! If you are in that situation ask to speak to the manager, remain CALM or you'll get nowhere, and something can usually be resolved.

WEEGIE

Slanko wrote: »

The contract was between the customer and the retailer, and so the retailer is responsible for any faulty items, providing the customer can demonstrate that the item was bought from that retailer. The best way to demonstrate this is with the receipt, although many stores can accept bank statements to check with their records. Still attached price labels etc are also generally acceptable. So the shop staff may be within their rights to say this if no proof of purchase can be obtained. This is not clear in the example, and so no overhearing bystander can "know" it's wrong!
Most electrical items carry a 1 year manufacturer's warranty, reply cards come in the box (which most people ignore), but the onus is still on the store. Certain electrical products (ie Sony PSP console) are only 6 months with the retailer, and non-electrical goods must be returned "within a reasonable time". This is obviously vague and open to some interpretation.
Most high street stores are well aware of their responsibilities, and we occasionally have grounds to refuse a return: and the last thing we need is someone unconnected with the issue joining in the argument! If you are in that situation ask to speak to the manager, remain CALM or you'll get nowhere, and something can usually be resolved.

This is so true, an easily rectified problem can be made a lot worse.

harryhound

Some times the shop people are so wrapped up in their own product knowledge and industry buzz words that they are failing to communicate with the customer.
Have we all come across the consumer who has failed to do the most elementary analysis of their problem (You are telling me that plugging the iron into something that says maximum load 5 amps will blow the fuse?!?")

In these circumstances, I sometimes can pour oil on troubled waters by explaining the problem in different words.