wii from HMV.... used condition

Invasion

Hi, I hope this is in the right place... (I've also posted this on the vents board, and techie... then I saw this one..,sorry!)

I bought a wii from HMV, and upon receiving it discovered the following issues (copied from the letter I sent them):

The inner box, for the Nintendo Wii was ripped, creased and clearly damaged.

I received manuals and instructions for games which I do not have, and have not purchased from you. These were torn, with staples having been ripped out and pages folded. The manual and instructions for the wii were in the same condition, which certainly could not be described as new.

The controller and nunchuck are dirty, scratched and marked, and the nunchuck cable is dirty. They didn’t come packaged in plastic bags as expected, and the wires weren’t held together in any way, just thrown in amongst everything else.

The security seal on the wii sports game has been ripped off, leaving sticky residue and a missing part of the cover. The CD itself is marked, covered in fingerprints and scratches.

The Wii itself is badly scratched, marked, covered in fingerprints and the stand is badly scratched.

Nothing was packaged in any way, apart from the boxes they were held in, no plastic, no twist ties for the wires, no plastic cover for the prongs on the mains plug.

Overall the entire thing looks like it’s been used, heavily, damaged and repackaged and sold as new, for a new price. I saved up to buy a new console, not a used one, but I’ve received one that looks like it’s got more damage to it than I could do in a year!

Anyway, sent it back, and today receive an email saying they'll be refunding £152.17... I paid £176.15 for it... I believe this is the pre-vat price listed on the box, but not what i had to pay for it.... not to mention the £21 it cost me to send it back!! I just don't know what to do, I'm really upset and angry about the whole thing, isn't it illegal to sell used goods as new? Can/will trading standards do anything about it if I were to contact them? I imagine the letter hasn't got to head office yet, but I listed the issues in a letter sent with the wii too, which made it clear that it had been used.

I actually bought a wii from amazon the same day I sent the "used" one back to HMV, and the difference in condition and packaging is astonishing.

Advice greatly appreciated,

Thanks

Rachel

Chambece

Hi,

Not that it is too much help, I recently ordered a game from HMV, again, as new, and was slightly concerned that it did not look new, however as it was fairly cheap, I decided to keep it rather than go to the hassle of sending it back.

I did wonder that it may merely be coincidence that HMV have recently started doing trade-ins instore, but not available through their website....

Almost wondering if the £152 is the 'trade in' price, as its not quite the VAT difference...

Crazy_Jamie

I'm assuming you ordered this online. Did you try to speak to someone on the phone about it first (I assume there is a helpline of sorts)?

There has clearly been an error here and you have been sent a second hand or faulty machine in place of the new one you ordered. They should not only be refunding you the full price for the console, but also should either be paying the postage or providing you with means to return it.

Invasion

Have had 3 emails from them this morning, they suddenly seem to be falling over themselves to get it all done, they've refunded £197, which is the console price, and the delivery
Thanks for your help!