Well I'm having fun (not)

Tribulation

Ok big enough to realise I'm being a bit of an idiot here, hence have deleted the post

4743hudsonj

I agree with the poster if im honest, your being very demanding, they had it for a day and your badgering them for details, some things cannot be quantified. You do seem to be going OTT on this, i can understand that things breaking is never good but just relax about it.

Give them the benefit of the doubt for a week then chase it up.

And by the way it is legally correct of them to ask for you to pay return postage if your returning it for a refund and its not faulty, so i suspect that this is what they meant by that, but yes they should refund the cost seeing as the item is faulty.

Tribulation

All I wanted was an estimate of when they were getting replacement stock in to decide whether I am willing to wait, or have a refund.

Personally I don't think that's too much to ask for when I've just spent £350 on an item.

They've sent it back to their distributor, which means I presume they did open it up and test it (he said in his first email that he would test it and if he sees the fault, he would send it to his supplier), or at least check everything was in the box, in which case they would have seem my letter sitting on the top (a copy was also in the delivery envelope/address label thingy).


It's a bit like when people have new xbox 360's go wrong and the shops try to fob them off that it has to go back to Microsoft, that may well work, but it's not the law, the contract is between the customer and the shop that sold it to them, the manufacture/supplier does not come into it as far as the customer is concerned.

I have paid for an item which I am now deprived of. Stuff happens I realise that. But most companies I've dealt with in the past have bent over backwards keep me up to date, give me up to date info, offer me the choice of how to proceed etc, not give 1 sentence poorly punctuated responses.

If you would be happy with the poorly punctuated replies where they haven't even said hi, bye etc then fair enough, personally in my opinion it makes them look extremely unprofessional and rings alarm bells.

From the office of fair trading, a guide for businesses

3.57 If the goods are faulty or do not comply with the contract, you will have to pay for their return whatever the circumstances

3.68 If goods develop a fault within the first six months of being sold,
the law presumes that the fault was there when you sold the goods - unless you can show otherwise. You should not charge return costs for goods that have been rejected because they are faulty.

Nothing about the business being allowed to charge the consumer then refund the consumer later.

unholyangel

Its quite common to reimburse the customer after they have paid for postage AND after the item has been tested.

Otherwise someone could claim the item was faulty when they just simply didnt want it. And if you simply dont want a product, you're not entitled to have your postage costs refunded.

And hudson, dont you go picking on poor ole me again lol.

adam.mt

Sure, you are entitled to a refund since it's faulty. However, you also need to be reasonable. How do they know it's faulty without the time to test it? I would say give them 7 days and then ask for a firm date for a replacement or a refund. That would be much more reasonable to all parties.

And once it's confirmed faulty you should ask for your postage to be refunded.

You just need to be patient. I know it's inconvenient but to start making demands on the day it's been received back, before it's even been looked at is a bit OTT.

Remember should you try and pursue this via the Small Claims Court or Trading Standards then it will be dragged out for months, so a little patience and giving the supplier the benefit of the doubt is actually in your interest!

4743hudsonj

Your making things difficult. Mostly for yourself

Your example about xbox's is perfect, it may well be the law for retailers to sort it but who cares when going direct and getting "fobbed off" makes your life easier, and gets you a fixed xbox faster!

Its all about the result, not the means.

Like i said, i know its frustrating but sometimes its just not possible for a time scale, if they gave one and it failed through no fault of their own, you would be annoyed, if they gave a longer timeframe, you would be annoyed, they cant win so just sit back and relax for petes sake, you are over thinking and complicating this far to much, the length and detail of your post just shows this, people with major issues post shorter posts yet you havnt actually had an issue with them as of yet.

THIS may be of use to your situation

4743hudsonj

unholyangel wrote: »

Its quite common to reimburse the customer after they have paid for postage AND after the item has been tested.

Otherwise someone could claim the item was faulty when they just simply didnt want it. And if you simply dont want a product, you're not entitled to have your postage costs refunded.

And hudson, dont you go picking on poor ole me again lol.

*Takes out notepad and puts on angry face* lol i dont mean it really.

unholyangel

I know! Just aswell i'm made of sterner stuff :T

Tribulation

unholyangel wrote: »

Its quite common to reimburse the customer after they have paid for postage AND after the item has been tested.

Otherwise someone could claim the item was faulty when they just simply didnt want it. And if you simply dont want a product, you're not entitled to have your postage costs refunded.

And hudson, dont you go picking on poor ole me again lol.

That's fair enough, but it's not how it's worded on their (and many other companies) web site.

I would also argue that it's in their own interest to use their own couriers, (making us pay up front if they want, until the faults proven) as I'm sure a company selling loads on the internet gets a much much much better insured rate than a customer going to the post office etc. This would make their postage refunds a lot less.

Just to clarify, my complaint in my first post wasn't having a go at them as they hadn't done anything yet, I realise it could take a few days or more to get around to testing.

It was simply that I know they currently have no stock and all I wanted was a rough estimate as to when they expect some in. If they have zero clue, it could be 6 months away, that was what I was concerned at and it was their lack of clarification that alarmed me.

Whether they have had time to test my box (or even whether I'd even returned it yet) was irrelevant to my question.

How many sales would a company get if every time someone emailed them as to when they expect an item back in, they simply say "shouldn't be too long?"

4743hudsonj

Tribulation wrote: »

That's fair enough, but it's not how it's worded on their (and many other companies) web site.

I would also argue that it's in their own interest to use their own couriers, (making us pay up front if they want, until the faults proven) as I'm sure a company selling loads on the internet gets a much much much better insured rate than a customer going to the post office etc. This would make their postage refunds a lot less.

Just to clarify, my complaint in my first post wasn't having a go at them as they hadn't done anything yet, I realise it could take a few days or more to get around to testing.

It was simply that I know they currently have no stock and all I wanted was a rough estimate as to when they expect some in. If they have zero clue, it could be 6 months away, that was what I was concerned at and it was their lack of clarification that alarmed me.

Whether they have had time to test my box (or even whether I'd even returned it yet) was irrelevant to my question.

How many sales would a company get if every time someone emailed them as to when they expect an item back in, they simply say "shouldn't be too long?"

Id rather have that that the usual automated drivel stuff they send off a script.

Tribulation

4743hudsonj wrote: »

you are over thinking and complicating this far to much, the length and detail of your post just shows this, people with major issues post shorter posts yet you havnt actually had an issue with them as of yet.

While I understand what you are saying, do a search for some of my posts, they're always long and detailed, I have trouble writing what i want to say in a few lines.

I've taken on board what you all say, maybe I'm being over paranoid, again had they been a bit more courteous with their responses, I wouldn't be typing here now.