Play.com refusing to repair faulty goods!

Energize

My headphones bought from play.com on 19/10/2010, have broken already and play.com are refusing to repair them stating,

Thank you for your email regarding your return request for Goldring NS1000
Active Noise Reduction Cancelling Headphones.

We are sorry to hear that you have experienced problems with your
product.Unfortunately we are not able to comply with your request as the
item you mention is no longer elligible for return. Once an item has been
removed from its original packaging, and exceeds our 7 day unwanted or 28
day faulty returns policies, we are no longer able to accept it back.

In this instance, your item is covered by a one year warranty with the
manufacturer and you should address any technical or warranty related
queries directly to them. Please go to their website for assistance.

This clearly breaches Sections 79 and 80 of the "The Supply of Goods and Services (Jersey) Law 2009" which states that the seller must repair or replace the goods if they breach the contract at any point 6 months from the date of delivery.

burnleymik

Try contacting them again quoting the law exactly as it states. If you get no joy, then look for the regulating body and make your complaint.

IMO though Play are a law unto themselves and you'll be lucky to ever get a response.

isplumm

Energize wrote: »

My headphones bought from play.com on 19/10/2010, have broken already and play.com are refusing to repair them stating,

This clearly breaches Sections 79 and 80 of the "The Supply of Goods and Services (Jersey) Law 2009" which states that the seller must repair or replace the goods if they breach the contract at any point 6 months from the date of delivery.

Hi,

You have the manufacturers warranty - so why not use that - seems much easier than attempting to get play to sort?

Mark

Darksun

Yeah, while Play may be legally responsible (rather than the manufacture) you'll save yourself time and effort by just going direct to the manufacturer under warranty. If you try to insist Play sort it out, you'll just end up having to send it to them, who will probably send it to the manufacturers for repair anyway.

silversi

hello. im havin similar trouble. i bought a ps3 wireless headset from them which is not working. they dont even reply to me. iv tried getting sony to complete the warranty but they say its the retailer who must support it. what can i do?

Energize

isplumm wrote: »

Hi,

You have the manufacturers warranty - so why not use that - seems much easier than attempting to get play to sort?

Mark

I don't see why I should have to go through the effort of contacting the manufacturer when the retailer is liable.

It also took them a week to reply to me!

Energize

Well since they are continuing to refuse to replace my goods I will be contacting trading standards about their illegal behaviour and will have to try to rma with the manufacturer. The worst thing is perhaps their rudeness, they ignore what I say to them and repeat the same message, (after a few days waiting of course) never giving me a valid email address to reply to and having a whole heap of grammatical errors in the emails, very unprofessional.

Maldives_lover

I have to be honest, I've always found Play to be really good, I've returned a few things to them without any problem.

In your case, I would go for the option that is less hassle and that would be to return it to the manufacturer, that's all Play will do anyway so the quickest and easiest options is for you to do it yourself.

Trading standards are unlikely to help unless you've written to Play, sent it recorded delivery, kept a copy and given them about 14 days to reply. Further delays for you if you go down that route.

Sorry I know it's not what you want to hear but sometimes the easier option is also the less stressful one.

nomoneytoday

As play are based in Jersey, I can't see local TS being able to do a huge amount..

PeteMc

nomoneytoday wrote: »

As play are based in Jersey, I can't see local TS being able to do a huge amount..

As the OP quoted Jersey law I assume he knows and would go to Jersey TS.

I only use Play these days for small value items as I wouldn't want the hassle of trying to deal with their rubbish call centre if something did go wrong (speaking from experience).

Good luck OP in getting the problem sorted but sometimes it is better to go to the manufacturer when you are dealing with some retailers, even though you shouldn't have to!

Energize

It's even worse than I thought, Goldring are refusing to replace the headphones saying that it has to go through the retailer and that even they have had problems with play.com not honouring the agreement they have with them.