4 month old TomTom from John Lewis broken

Goldust

Hi,

My TomTom 730 has got a fault - the screen backlight seems to be faulty, it just flickers on and off and it's impossible to use now while driving. I've tried googling the fault and the suggestions I found didn't work and a reset didn't do the trick either.

I need it for my job and it's only 4 months old but if I take it in will they try to fob me off to the manufacturer? If so what are my rights? I need a replacement so that I can find my way round this week (sad I know but I've got so used to it that I can't find my way round and I drive all round the country)

It's clearly faulty so what are my chances of them swapping it for me?

Any advice appreciated - I'm going to go in tomorrow morning.

JeffUK_2

I would expect John Lewis to do exactly the right thing, I've always found their customer service, especially with regards to returns to be spot on.

JeffUK_2

Oh, and from

berr.gov.uk/whatwedo/consumers/fact-sheets/page38311.html

(sorry, can't post links, !!!!!!!)

You can request a replacement, or take your statutory refund. As it's within 6 months you are in an even stronger position, as you don't have to prove it was faulty when it was built, it's assumed.

But as I said, go in expecting to be treated over and above what's necessary, they'll probably be absolutely charming about the whole thing.. but you do have the law on your side if you need it

OlliesDad

Once you have accepted the goods (normally thought to be 28 days from purchase) it is up to the retailer to repair/replace/refund but it is up to the retailer which one they choose.

Under SOGA they cannot fob you off to the retailer, but often it can be quicker. In the mean time, a A-Z looks like your best option.

Mankysteve

Jeff is wrong I'm afraid and Ollies is right. I think he means the retailer can't fob you off to the manufacture you can get them to deal with the manufacture.

With those 6 months doesn't mean you take it back claim it faulty and get a swap/refund straight away what it says is that they must prove its not faulty which means they are within there rights to send away to get checked before(even within the frist 28days).

If you can prove the period of time it will be away for repair/testing is an inconvenience then you can claim a replacement straight away but in practice this would be very hard do and I think a trip to court would be in order to do so.

Try asking them what they do?

4743hudsonj

JeffUK wrote: »

Oh, and from

berr.gov.uk/whatwedo/consumers/fact-sheets/page38311.html

(sorry, can't post links, !!!!!!!)

You can request a replacement, or take your statutory refund. As it's within 6 months you are in an even stronger position, as you don't have to prove it was faulty when it was built, it's assumed.

But as I said, go in expecting to be treated over and above what's necessary, they'll probably be absolutely charming about the whole thing.. but you do have the law on your side if you need it

where did you get that rubbish from? its assumed? err no. its just up to the retailer to prove it wasnt faulty not you that it was.

olliesdad is correct op, follow their advice (apart from them saying cannot fob you off to retailer accidentily rather than manufacturer:p):beer:

Esqui

Don't know what JLP's service arrangement with Tomtom is, but for us, Tomtom carry out the repairs through their online warranty system, and they're very good (once you confirm for the tenth time that YES, I HAVE THE LATEST SOFTWARE!)

OlliesDad

4743hudsonj wrote: »

olliesdad is correct op, follow their advice (apart from them saying cannot fob you off to retailer accidentily rather than manufacturer:p):beer:

Apologies, it was late!! (11.17 is late when you have an adorable teething baby) :p

Mark_Hewitt

Esqui wrote: »

Don't know what JLP's service arrangement with Tomtom is, but for us, Tomtom carry out the repairs through their online warranty system, and they're very good (once you confirm for the tenth time that YES, I HAVE THE LATEST SOFTWARE!)

I doubt a software update would fix a faulty backlight, but I have no doubt they will try.

Mankysteve

Just beat them to it and and make sure you've got all the recent software/firmware updates installed.

Esqui

Mark_Hewitt wrote: »

I doubt a software update would fix a faulty backlight, but I have no doubt they will try.

It's Tomtom, in their world, a software update fixes everything