Faulty toy purchased from Disneyland Paris - Help!

Flyboy152

deanos wrote: »

Because it was bought it in a shop not mail order

What is the difference when returning faulty goods?

Flyboy152

deanos wrote: »

Even if from another country ?

If it is within the EU, yes.

NCISROCKS

Flyboy152 wrote: »

If it is within the EU, yes.

Really! The EU reg. covering purchases outwith the Country you are resident in is?

deanos

So i could buy something from a say a gift shop in Germany and if its faulty demand postage costs to return it even though it was bought in a shop , blimey

Flyboy152

NCISROCKS wrote: »

Really! The EU reg. covering purchases outwith the Country you are resident in is?

:huh:



.....

Splats_2

deanos wrote: »

So i could buy something from a say a gift shop in Germany and if its faulty demand postage costs to return it even though it was bought in a shop , blimey

Yep, that is how I read the Directive. It specifically mentions the repair/exchange should be at 'no cost to the consumer" and later on it defines no cost to the consumer as including postage fees.

For reference, a no legal jargon summary of the Directive can be found here: http://europa.eu/legislation_summaries/consumers/protection_of_consumers/l32022_en.htm

Whilst the Directive is here:
http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=OJ:L:1999:171:0012:0016:EN:PDF

See point 4. in Article 3 of the full Directive for the point about postage.

Splats_2

Success!! :beer:

I said I'd come back when I received the replacement Woody Toy, and I did so the other day. I was also given the postage costs back, so a winner all round and victory for persistence!

Cheers to all who have posted.

If I do hear anything from the European consumer people, I'll post further updates.

lateandlive

Fairly irrelevant now it's done and dusted, but to satisfy my brain!

As was said before, DLP is owned and operated separately from the other parks in Florida and so on. The Walt Disney Company own just about enough of it to allow the park to use the Disney name and characters etc.

Thats the reason why the Disney Village over there has so many independent companies rather than Disney owned eateries like in America and the other parks.

Same thing with the Disney retail outlets. They may say 'Disney Store' but they're operated almost as a franchise of the Disney retail arm that operates the Disney Stores in the UK and America - hence their disinterest in dealing with the return I imagine.

Again, not that it should stop DLP following laws and regulations, but more to put your mind at rest that it wasn't particularly the Walt Disney Corporation in general that was causing you a problem.

I should so be their spokesman...

Splats_2

Interesting point lateandlive, but surely Disney should have enough say to ensure the Disney ethos is maintained throughout - other principles of their Parks in the US, such as how the characters appear as if they are real people and hence can only be in one place at any one time (there are not two Mickey Mouse characters out in the park at the same time), then surely they should insist in better customer service as well. This issue is not the first time I have recourse to complain about their customer service and behaviour of staff (though I am not a serial complainer, and I have also written to them praising some staff members as well (I believe that good service should always be praised and we shouldn't only communicate with companies when they fail us!).

Their customer service (they call it Guest Relations) team in the past have always been helpful to the point that they sent my kids some toys when I complained before (though in that instance I was not actually asking for anything, merely pointing out what I perceived as poor service as well as praising other staff). This time round, their whole attitude was different.

lateandlive

Splats,

I'd have to agree with you - regardless of their ownership status, Disney has such a strong brand that it's within their interests to maintain it well within DLP.

A quick Google shows up that they own 39.78% of the park, which is actually far more than I thought. Having been to both WDW and DLP, there's just no competition, you're right. DLP feels very run down, tired and there's such a sparsity of characters and meet and greets it's untrue. Granted they don't take anywhere near the same amount of money as WDW, but in America you feel like you're walking into 'Disney'. In france it feels like a theme park with a couple of characters.