Goods faulty but retailer said they were ok??

meloplayer

Hi guys,

First post and I wonder if anyone can help?

I purchased two identical items of electrical equipment online. Upon delivery, one was damaged in transit, the other didn't work. I telephoned the retailer and they requested that I return them both, they would have a look at the faulty one and replace the damaged one. The courier picked them up and I had a telephone call from the retailer saying that they couldn't find any fault with the item that wouldn't work. They sent the same item back to me plus a replacement for the damaged one (which is now fine). However, the item they said they could find nothing wrong with still doesn't work! I have tested it like-for-like with the other item which does work.

I telephoned them again and have now requested a full refund as I have lost confidence in the product and the retailer. They are sending another courier but have stated that I may now have to pay for the carriage because this is the second time I have sent them back. This is true but the item has never worked for me so what else can I do? I am worried that they think I'm a liar as they said that they have tested it and it's fine (although I only have their word for this and I guess they only have my word that it doesn't work for me? This has been going on for approx 3 weeks now and I have had all the inconvenience of having to be in when picking up/sending off the items. All I want now is my money back but I'm afraid I'll get fobbed off with a credit note or only a part refund less costs of transport.

Through no fault of my own, I feel like the one being the pain in the !!!!. Would love some advice for when they inevitably phone me up and say they can't find any problems :-(

Thanks in advance.

Unintentional

What equipment is it and what is the fault?

wealdroam

How about sending them a script explaining exactly how you can demonstrate that the thing doesn't work?

It's difficult to advise further without knowing what 'the thing' is.

meloplayer

Hi,

Yep, sorry I wasn't sure how much detail I should go into tbh. They are powered pa speakers. Despite hooking up both speakers with exactly the same power supply, sound source and settings, the faulty one simply produces no sound whatsoever (which is kind of integral to their purpose really). I know the power supply, leads etc are fine because I used the same equipment/settings on the other speaker and that one worked fine. I am presuming they tested it on return and it worked?!? They sent it me back stating that and I thought fair enough but when I took it out of the box again I had the same problem as I had before. Frustrating.