Finger prints on product = Pre owned?

stuartw101

My 16yr old sister bought a nintendo ds as an xmas present for £100 from Game, when i found out i realised i could get a better deal. I told her to return it, which she went to do 4 days after buying it.

She asked for a full refund as she hadn't used it, only opened the box which wasn't sealed, checked the console was the right colour and had all the correct bits with it. When at the store they said the refund would be fine, then they opened the box and looked inside, checking everythign is there. They then looked at the console itself, they noticed ONE! finegr print and said "Sorry we cant give you a full refund as it has a finger print on, what we can do is give you £60 in vouchers to spend in store"

As she is only young and was put on the spot and not knowing whether she should say no etc she accepted that. Once i found out i told her to get the nintendo ds back, if thats all they were willing to do. After the people in the shop phoned head office (im assuming) they agreed to swap it back over. They had to get the console back off the pre owned shelf and return it back to her.

My thoughts after finding out all the facts it that is a complete disgrace. How on earth does 1 finger print give them the right to declare it pre owned and only worth £60 a loss of £40, even though it hasnt been used at all!

I will be phoning them up tommorow and letting them know how i feel, and demanding a full refund. If they think a finger print makes an item pre owned surely if the console was spotless, they would have put finger print marks on it from handling it, meaning as soon as they look at it its pre owned.

Also, now there are so many finger prints on it after a couple of the staff handled it.

What do you think i should do, sorry for the long post

Thanks

bobsa1

I can understand how annoyed you are but they don't have to offer a refund. It was, I suppose a gesture of goodwill.

You can't demand a refund, but if the stores policy is to give a refund on goods brought back within 28 days or something, give head office a ring.

stuartw101

Taken from Game's website about the refund policy:

# Hardware or peripherals may be opened for the purpose of inspection (but not used) and may be returned for refund or exchange within 28 days of the despatch date. Please note that hardware must contain every component part (cables, memory sticks etc.) before it can be accepted as a return.

bobsa1

Well if that is there terms ring them and ask for the refund. If it hadn't been used there shouldn't be a problem

stuartw101

Anyone else have any thoughts?

looby75

ring head office!

I used to work for Game, there is a lot of profit for each store in pre owned stock this time of year, they will try every trick in the book to get people to get extra pre owed stock, including conveniently forgetting the co's terms and conditions when it suits them.

Go over the store managers head and go straight to Head office, you will get much more joy that way.

stuartw101

Just found out it says on the receipt: "To get a refund you must return the product in an unopened condition, with the supplier/GAME seal intact and a valid proof of purchase"

So as the product had been opened i cant get a refund?

looby75

I would still phone HO and quote from the website, see what they say to that.

Mrs_B_12

I think they've been more than fair already, it wasn't faulty then they don't have to give her anything.

reehsetin

stuartw101 wrote:

Just found out it says on the receipt: "To get a refund you must return the product in an unopened condition, with the supplier/GAME seal intact and a valid proof of purchase"

So as the product had been opened i cant get a refund?

it wasnt sealed in the first place though so how could you return it seal in-tact

stuartw101

Yep, altho it says unopened, and as the console had a fingerprint on it must have been opened.