argos complaint any advice

crlee

Hi has anyone any advice got a clock radio from argos 11mths ago which has an intermitent problem where it goes off at midnight. Looked n forums and this is a common problem.. Went to argos today to ask for a swap or fix and they said they had none in stock and we'd have to wait for them to come in. When i looked in the catalogue there is one so went back to customer services who said the code doesn't match it's not the same (case of computer said no) Said it is the same model no they said codes is different so not the same and the new model is £70 not the £40 i paid. asked to see the manager who said if code is not the same then it's not the same??? any help the items are identical asked to look at the other supposed different model (ther is no difference). She then said that codes not in the new catalogue.. correct me if i'm wrong if the products not in the new catalogue then they will never get any stock in???

Sorry for the waffle

C

dmg24

Which item is it?

hayley11

If it this was me, I wouldn't be too concerned about whether it was the same one or not. I would be more inclined to find out what exactly they were going to do to resolve it. If they say you have to wait for stock, find out exactly how long it will be before stock comes in. That way if they know they are not going to get any more in, they should then offer you an alternative.

If you don't get anywhere with the manager in the shop, send a letter to head office and see where you get with them

crlee

It's a sony Dab alarm clock

I asked when stock was due in they said they had no idea... She refused to talk to us in end said we where getting nowhere.. only offering refund which means i'd have to pay £30 for exactly the same thing??? (just kept saying computer says no)

hayley11

To be honest if they'd offered the refund, i'd be inclined to just take that. You might get the same one or a similar one elsewhere for the same price.

The_Pedant

Make a note of your model number and if you suspect them to be the same, ask them to check their stock. If the stock they have is a newer model or revision then you'll have to hold on.

At the end of the day, their catalogue codes could mean anything .. the manufacturers product code/model is what counts.

If you are expected to wait for new stock then I would consider what would be a 'reasonable time' to wait for a replacement/repair, and also what may cause undue 'inconvenience' (the key phrases with respect to the sales of goods act). If Argos are not meeting either of your expectations, then point out what you consider to be your expectations and see if you can both work something out.

Woofles

I notice you say its 11 months old, assuming this product has the standard 12 months warranty, time is not on your side and Argos may be playing a stalling tactic, in this instance I think I would take the refund. Not a satisfactory outcome but better than ending up with nothing.

shoperholicnot

if i were you i'd have alook at these reviews and just get your money back

http://www.amazon.co.uk/Sony-XDRC705DABW-CEK-XDRC705DAB-Clock-Radio/dp/B000UJM2VG/ref=sr_1_1?ie=UTF8&s=kitchen&qid=1241936347&sr=8-1

one other thing, it must be still under manufactuers warranty, have you contacted sony?

apparently from what someone is saying on amazon there was a fault with the alarm that sony were aware of and now all their new ones have had this fixed with the new model boxes having a black dot on the back!, argos must be aware as well, maybe that is why the new stock has a new cat number, I always thought that a product carried the same cat number for life with argos?
you could also phone argos head office and see if you get anywhere there

scullster

a) the OP's contract is with Argos, so it should be Argos that should be sorting it out. Retailers can't be bothered with the hassle after a couple of months so advise you they will cover the warranty for a short while, after which you must deal with the manufacturer - this is a huge fob off and many fall for it.
b) you need to be clear as to the warranty period - I suspect it is 12mths though, Sony may well advise on this (Sony may also offer to deal with you direct though they don't have any obligation to I don't think).
c) based on this, and the fact the clock it quite literally ticking, I'd write recorded delivery to Argos so as a minimum to record the fact that the fault was identified during the warranty period.
d) I think the catalogue code is also a red herring - if the model no. is the same to the very last letter, that is the key. I'd imagine they'd get laughed out of court if Argos ever offered the catalogue code change as a defense.

torizia

Hiya,
I'd ask them to type in the original catalogue number onto a computer or till where you can see. If it's the same item and the catalogue number has just changed (an integration) it will say 'integrated to ***/****' (new catalogue number) on the sreen as a bulletin. If it doesn't say this, it's a newer/different model and you should just accept a refund as they can't swap for a better one...
Good luck x

hayley11

Woofles wrote: »

I notice you say its 11 months old, assuming this product has the standard 12 months warranty, time is not on your side and Argos may be playing a stalling tactic, in this instance I think I would take the refund. Not a satisfactory outcome but better than ending up with nothing.

This isn't true, if Argos did stall and the 12 month warranty expired, that doesn't mean the OP wouldn't have any rights. The sale of goods act covers items up to 6 years, obviously not all items are covered for that whole time but electrical items should last a good while longer than 12 months.