OK, where do I stand?

gyzmo

An advisor will look at the details, and if warranted, will refer the matter to the local TS office. It is a necessary step, as many complaints they receive can usually be handled by a simple letter without the need of the involvement of a TSO.

They can take a day or so to get back to you. Keep us updated!

MickKnipfler

I'll get back, don't worry.

hjb123

How did you pay for the item? If credit card have you tried raising the issue with your card issuer and see if they can do a chargeback- its worth a try!

MickKnipfler

I did pay by cc yes. They're not actually refusing to play ball yet though, just implying that I have to wait for some kind of enquiry.

MickKnipfler

Consumer Direct called today. They said that as I've provided evidence that the signature was incorrect and that I was not at home when it is claimed I signed, then it could not be considered reasonable to expect me to wait until an investigation has been completed. I'm going to email the shop again and tell them that.....

gyzmo

Is that all they said??? A comatose monkey could have told you that.

Contact them and ask for the involvement of a Trading Standards Officer. You have tried to sort it yourself and failed (through no fault of your own). it is time this shop had the law laid down.

MickKnipfler

The shop have offered an alternative machine now as the one I returned isn't stocked anymore. If it's better, I'll bear with them, if not, I'll contact TSO.

gyzmo

You can accept this or you can still insist on a refund. The latter in my view would be preferable. Even if the model you had isn't available elsewhere, and the alternative is a good substitute, do you really want to carry on doing business with that shop? You may restricty you rights if you accept the replacement (i.e, you would not be able to claim a refund unless there is a problem with the replacement.

MickKnipfler

I'll see what they offer.

If the replacement is new, should I get a full warranty with it?

gyzmo

You mean buy an extended warranty? if so, you really need to weigh up the cost of the warranty against that of the product (or repair of it). if it is new and it developes a faul, you have statutory rights, and an extended warranty is not really required. Most new products also come with a free manufacturers warranty.

But on that, the shop obviously does not seem wiling to comply with its legal obligations. A warranty would bypass the shop and allow you to deal with the manufacturer. Personally, I would have insisted on a refund and gone elsewhere.

I'm afraid I cannot answer the question for you as to whether you should buy one