Argos returns policy - please help !

sarajulldin

Hi, just hoping someone could help me.

I bought a Vacuum Cleaner fron Argos last August, over last month of so, the suction on it has gone, tried new filters and all the usuals but no luck.

With previous experiance, I took it back to Argos, expecting there would just replace it, I told them the problem, there tested it and found there was a problem.

But then the assistant called the manager, and the manager said that I would need to contact Vax the manufacture directly.

I said it has a 12 month garuntee with Argos directly and not with Vax.

But she replied by sayng that with Vax products I got to contact them, as if there accepted it, there would not get credited from Vax.

If this right, in the past, there just replace or replace with another?

Bowling_4_Gold

No, what they are doing is wrong. Your contract is between you and Argos, not VAX. It is up to them to sort out any credit issues between them and VAX. I recommend you phone up Consumer Direct, get some quotes from the SOG act and others, and batter them down with legal jargon until they give you a refund or replace it. If this fails, email HO with the same jargon. Good luck!

sarajulldin

Thanks for the quick reply, Im going to do some research in regards to SOG acts and prepare myself and go back in and speak to the manager

Bowling_4_Gold

sarajulldin wrote: »

Thanks for the quick reply, Im going to do some research in regards to SOG acts and prepare myself and go back in and speak to the manager

Good Luck!

I find it easier to battle with larger companies. I had an issue with Bonusprint and they backed down almost instantly when they heard 'Sale Of Goods' act lol! :rotfl:

sarajulldin

I've never had a problem, in fact couple years ago i returned my parents vacuum with the same symptoms without a problem, there even allowed me to change the vacuum to a different one even though the same was available.

Tibbs,The_Freebie_Hunter

Is the Argos store being sniffy due to lack of receipt?

If not, then they should replace/deal with the manufacturer if you have your receipt.

Perhaps it would be best to contact Vax in this situation, explaining full details to them. Vax could then issue you with an authorisation code for replacement. Some no loss of suction Vax vacuums are guaranteed for 6 years, not just 1 year standard guarantee.

I have found an e.mail contact form on the Vax website, as follows:

http://www.vax.co.uk/support/feedback.php

I have also found an alternative number to the 0870 number for Vax customer services:

http://www.saynoto0870.com/numbersearch.php

I would also complain to Argos, with a written letter of complaint:

Customer Services
Argos Ltd.
489-499 Avebury Boulevard
Saxon Gate West
Central Milton Keynes
MK9 2NW

or you could call them on a local rate number from the following list:

http://www.saynoto0870.com/companysearch.php

Please let me know if I can be of further assistance, but do always remember, that you are the customer - and are in the right, and well within the guarantee period.

djb215

Before anyone hounds the Sale of Goods Act to death, I would like to explain WHY customers are sometimes asked to deal directly with the manufacturer.

Firstly, after 9 months use you can't expect a replacement/refund/exchange as it may have been overused, neglected etc and would need to be checked by an authorised repairer. The Sale of Goods Act DOES support this, therefore you have to allow a repair.

Secondly VAX offer a courier service (the assistant/manager should have given you an orange card with how to arrange it with VAX) and they usually offer a very quick turnaround [48 hrs if I'm remembering correctly], and sometimes VAX replace the unit if it can't be repaired.

Thirdly if you insist on Argos sending it off then you may find it to take much longer as you would have to come to/from the store to collect it, whereas VAX will pickup/drop off at your home or even workplace.

I would re-consider sending it to VAX, you shouldn't have to pay any costs and should get your hoover back quick, repaired or even a new unit.


If you still want to write and complain the address is above as given by Tibbs, but by the time you have written the letter, paid for postage, waited for response etc. you could have had your vacuum repaired and working again or as I said even replaced.

HTH a bit
NOTE: I am fully aware that this does NOT replace your statutory rights, but I have given this card out to many customers and to my recollection never had anyone come back with a problem.

Do let us know the outcome, I'd be interested to know what happens.

D
oh, and please take note of the second line of my signature

l
l
v

sarajulldin

thanks for the advice everyone,

To be honest Im not happy with the service which there provided, and by just saying you need to ring them and not providing any advice I do not agree with, and stating that there would not be credited if Argos took it back, really is none of my business nethier i want to know that or i care.

I'll ring vax first tomorrow and see what there say, but I have the intentions to take it back to be honest, and tell them straight and see what happens, there can only be more willing to help, by providing the process and procedure instead of fobbing me off telling me to ring vax

or

there will not argue and just replace

i will let you know

sarajulldin

also doesn't the SOG mention, that a repair should only be offered if it does not cause an inconveince to the customer.

Having no vacuum cleaner for weeks if there Argos dealt with the repair, would in my opinion cause this.

That brings back memories in the regards to the vacuum i returned for my parents as the assistant was going to arrange a repair, but the manager over ruled her saying the customer needs the vacuum so replace it

ummm.....

Brooker_Dave

sarajulldin wrote: »

also doesn't the SOG mention, that a repair should only be offered if it does not cause an inconveince to the customer.

So all consumer goods should automatically be exchanged for new ones if they happen to go wrong?

Here's an idea, how about you just send the hoover away to Vax to be mended, and promise not to mention the SOG?

sarajulldin

Brooker_Dave wrote: »

So all consumer goods should automatically be exchanged for new ones if they happen to go wrong?

Here's an idea, how about you just send the hoover away to Vax to be mended, and promise not to mention the SOG?

im only stating what im reading:

sorry new user cant post links

Q11. The retailer has said that a repair is "disproportionately costly" and insists I accept a replacement as an alternative. Must I accept this?

Yes, and vice versa if you request a replacement and this is "disproportionately costly". However, remember any remedy has to be carried out "without significant inconvenience" and within a "reasonable time" for the consumer. Remember that you could also seek damages instead.




Im not going to mess about with Vax, im going to take it back and deal with Argos only, not my responsibility to sort it with the manufacturer