Argos - return of faulty goods

sophiea84

Hi, i would like some advice on a problem i have with Argos at the moment.

I bought hair straighteners last year, 29th May, now just a few days out of the one year guarantee. The fault being that the ceramic coating has come off both plates. i took them to the store with receipt today after researching online and finding a couple of websites stating the sale of goods act. "It is the seller, not the manufacturer, who is responsible if goods do not conform to contract." and that "EU law creates a minimum period of two years in which a faulty product can be returned, and in England and Wales the figure is six years."

The store told me (as i was expecting) that they were out of guarantee and that i had to contact the citizens advice bureau and deal with the manufacturer, but under this act is it not the seller that should deal with the problem?

I contacted Argos through the website and they have said i need to have an accredited engineer carry out an inspection, which they will refund if a fault is found. Again should it not be up to Argos to deal with the product?

Help is much appreciated.
Thanks

Esqui

They are allowed to do that. After 6 months, it is up to you to prove the fault, and an accredited engineer will be able to do that.

However, it's a pair of hair straighteners. If you're absolutley sure there is a fault, go ahead. But it might not be worth the effort for such a product

djb215

Agree with Esqui.

I'd forget the EU Two Year Guarantee, the UK is covered with the Sale of Goods Act which is one of the best consumer protection laws in the world.
What was the cost of the item? Just to add to Esqui's post if you pursue an Engineer's report and there is an inherent fault found, you will not be entitled to a full refund - the options are repair (though I don't believe we send straightners off for repair), replacement, partial/refund, at which the seller (Argos) has the final choice.

Incidentally if they were GHD straightners I think GHD provide a lengthy guarantee for their products if you register them?

Let us know how you get on!

mc33033

sophiea84 wrote: »

Hi, i would like some advice on a problem i have with Argos at the moment.

I bought hair straighteners last year, 29th May, now just a few days out of the one year guarantee. The fault being that the ceramic coating has come off both plates. i took them to the store with receipt today after researching online and finding a couple of websites stating the sale of goods act. "It is the seller, not the manufacturer, who is responsible if goods do not conform to contract." and that "EU law creates a minimum period of two years in which a faulty product can be returned, and in England and Wales the figure is six years."

The store told me (as i was expecting) that they were out of guarantee and that i had to contact the citizens advice bureau and deal with the manufacturer, but under this act is it not the seller that should deal with the problem?

I contacted Argos through the website and they have said i need to have an accredited engineer carry out an inspection, which they will refund if a fault is found. Again should it not be up to Argos to deal with the product?

Help is much appreciated.
Thanks

Hi sophiea84

In cases like this it is quite common for the retailer to turn around and tell you to go away and prove the fault, they have agreed to proceed on a loser pays basis - if you can't find anywhere suitable yourself then call Consumer Direct on 08454040506 and ask them to put your case to your local Trading Standards who should be able to recommend someone to do the report who Argos will accept.

Amazing how these things fail just outside the 12 months by a matter of days, isn't it!

sophiea84

Thanks for the comments!

The straighteners cost £26.59 (reduced at the time) and they arent GHD's so no luck there. I dont think it would be worth getting an engineer to look at them as they do work, its just the ceramic coating thats the problem. Id rather not be straightening my hair with a bare metal plate. I know its only a cheap item, but if someone fails you expect to be able to take it back, without such hassle.

I could have kicked myself when i found the receipt as id been meaning to dig it out for the last month or so, but i thought i might as well see what they say.

Puzzling is the fact that i received a reply to my email from Argos 11 minutes after sending it stating the info about the engineer. I replied to this and have heard nothing. Is that as far as customer service goes?

Thanks again.