ToysRus Consumer problem - advice please

nimol

On Tuesday 18th July my wife bought a Nintendo DS Lite from Toysrus for my 7 year old son. In the days following the purchase the touch screen part has failed completely on approximately 6 occasions, switching it on and off again repeatedly eventually starts it working again. My wife returned it to Toysrus this afternoon for a replacement. They have refused to replace it until thay can replicate the fault which typically wouldn`t happen when she was at the store. After much discussion the item was left with them for further testing. i consider that unless they replace it I should ask for, and receive, a refund. I have no faith in the product. Opinions please.

Astaroth

They are entitled to test it (or more likely send it to nintendo/ nintendos service agent to test it) - it is up to them to prove that the item either isnt faulty or that the fault is do to miss use/ didnt exist when it was purchased (just because it worked when it was purchased is not considered proof that the inherant problem wasnt there).

If they cannot prove this then it is up to you, under the sales of goods act, to decide how the defect is handled (refund/ replacement/ repair)

hjb123

So what are they planning to do - test it at various intervals in the store or are they sending it away. Either way I would keep on at them and see what is happening - to go faulty after less than a week is awful - I assume you would just be after a replacement?

nimol

Thats the annoying bit, it was 4 days old and faulty from the start, I didn`t want a refund, just a straight swap. They`ve rung today and said they can`t find a fault and to collect it. I`m going to contact Nintendo tomorrow and seek their opinion first

bargainboy

buy a new one the same and get someone else to take back the faulty one in its place telling them it was a b'day present but you received 2 toys r us have shocking customer service and they deserve all they get

looby75

go directly to Nintendo they will sort it out for you. I used to work in Game and have had lots of very positive feedback about Nintendo's customer care.

Coupon-mad

bargainboy wrote:

buy a new one the same and get someone else to take back the faulty one in its place telling them it was a b'day present but you received 2 toys r us have shocking customer service and they deserve all they get

But ToysRUs are so rubbish at customer service, they would not agree to a refund under these circumstances. So you would be stuck with 2!

I think the OP should stick to their guns, insist on a replacement under the Sale of Goods Act. The only other option is that Nintendo, being a large organisation, may be quicker to replace it than TRU........

Then, OP, NEVER NEVER shop at TRU again. I don't, and I have 4 kids and live within walking distance (spitting distance even!) of a TRU branch.:D

Astaroth

Under the sales of goods act they are entitled to test it otherwise you could intentionally break it and return it for a full refund. It would appear that TRU has claimed to have tested it and stated that there is no fault and therefore no rights under SoGA

Coupon-mad

Astaroth wrote:

Under the sales of goods act they are entitled to test it otherwise you could intentionally break it and return it for a full refund. It would appear that TRU has claimed to have tested it and stated that there is no fault and therefore no rights under SoGA

Yes this is correct, but the point is that those of us who have fallen foul of TRU 'customer service' before now have long memories and suspect that TRU usually try to reject valid refund/replacement requests as a matter of policy.

TRU are not the only store to have a terrible reputation about refunds, but the OP should beware of them (or avoid them) in future, because plenty of their competitors have a no-quibble returns policy.

looby75

I've just had an idea, evil but could help you

Game have a 10 day returns policy and they also accept returns (for an exchange) from their competitors as long as you have a valid receipt. Take the ds lite back and say that you bought the wrong colour case, your son asked for x colour. They will exchange it for you!

Have no qualms about doing this...I worked for them for over 2 years I know how they screw their staff and their customers every opportunity they get :mad:

royalsteve

nimol wrote:

On Tuesday 18th July my wife bought a Nintendo DS Lite from Toysrus for my 7 year old son. In the days following the purchase the touch screen part has failed completely on approximately 6 occasions, switching it on and off again repeatedly eventually starts it working again. My wife returned it to Toysrus this afternoon for a replacement. They have refused to replace it until thay can replicate the fault which typically wouldn`t happen when she was at the store. After much discussion the item was left with them for further testing. i consider that unless they replace it I should ask for, and receive, a refund. I have no faith in the product. Opinions please.

Ive had similar experiences and the wife always sends me to sort out this shower. They treat their customers like criminals....bought my son a car transporter which when he carefully took it out in the car in the toys r us carpark he realised that it was broken....took it back and they would change it as he'd taken it out of the packaging....i then read them the riot act and stated if they dont replace it i will by rights perform a chargeback.....they relented...i also sent a letter to their head office explaining my disgust at their lack of understanding of the basics of trading laws.