Catalogue faulty goods return

executivejld

Hello everyone.

I ordered an LG Blu Ray player from my Kays Catalogue on 18th August 2011 - it was on offer so purchased it in preparation for Christmas and utilised their 12 months BNPL offer to save a little cash.

On setting it up Christmas day it was found to be faulty - would not play a disc and just made a grinding sound and displayed an error message (we did try different discs to ensure that it was the player at fault).

I contacted Kays (as the supplier) today to request a return and adjustment to my account but they have responded with the following statement:

Thanks for emailing us about the faulty LG Blu Ray Player (PQ17224).

Unfortunately as this item is over 28 days old we would require you to contact the manufacturers to arrange a repair.

While we understand you may have purchased this item for Christmas, our Christmas returns amnesty only covers items purchased in or after October, as this item was purchased before then, normal procedures will need to be followed.

We comply fully with the sale of goods act and are within our rights to refer you to the manufacturers.

Many thanks.





Kind Regards

Charlotte Pugh

Online Customer Services



My understanding was that my contract as a purchaser was with the supplier, not the manufacturer?

Are they fobbing me off? Any advice on what I should do next?

Many Thanks

Jon

unholyangel

Correct, your rights are with the retailer and not the manufacturer. They shouldn't try to fob you off and any remedy should be provided by them.

That being said, sometimes the manufacturer are the path of least resistance.

arcon5

executivejld wrote: »

Hello everyone.

I ordered an LG Blu Ray player from my Kays Catalogue on 18th August 2011 - it was on offer so purchased it in preparation for Christmas and utilised their 12 months BNPL offer to save a little cash.

On setting it up Christmas day it was found to be faulty - would not play a disc and just made a grinding sound and displayed an error message (we did try different discs to ensure that it was the player at fault).

I contacted Kays (as the supplier) today to request a return and adjustment to my account but they have responded with the following statement:

Thanks for emailing us about the faulty LG Blu Ray Player (PQ17224).

Unfortunately as this item is over 28 days old we would require you to contact the manufacturers to arrange a repair.

While we understand you may have purchased this item for Christmas, our Christmas returns amnesty only covers items purchased in or after October, as this item was purchased before then, normal procedures will need to be followed.

We comply fully with the sale of goods act and are within our rights to refer you to the manufacturers.

Many thanks.





Kind Regards

Charlotte Pugh

Online Customer Services



My understanding was that my contract as a purchaser was with the supplier, not the manufacturer?

Are they fobbing me off? Any advice on what I should do next?

Many Thanks

Jon

Also, you would be entitled to a repair, replacement or refund -- effectively their choice. So you are unlikely to get a refund, just a repair.

Fortunately within the first 6months the burden of proof is on the retailer to prove a fault is not inherent. Contact them again and insist they offer a rememdy under Sales of Goods Act.

Though, although your rights are with the retailer, it can be quicker and easier to contact the manufacturer sometimes and cutout the middle man (the retailer).