Faulty product after 10 months

dinky73

Hi just a quick question really. I bought a Phillips Kids Sonicare rechargeable toothbrush from Amazon on 11th March 2011, this has now stopped working (will not vibrate at all). I have searched everywhere for the original box but can't find it, although I am pretty sure it is in the house somewhere!

I went on Amazon and located my order but cannot return to Amazon as it is over 30 days. I need contact Philklips direct but can I still request a return even though I don't have the original packaging? I have proof of my order on Amazon but do not recall officially registereing the product on the Phillips website.

When you buy a product such as this do you have to register it online or via post for the guarantee to be valid? Surely if you've owned it less than a year and proof of purchase that is enough. Advice appreicated.

Thanks

fred7777

Assuming you bought it from Amazon, not through amazon market place from a different seller then your contract under the sale of good act is with Amazon not Phillips so you should be able to return to Amazon.

You may find your guarantee with Phillips is only valid if you registered the product with them it all depends on the t&c of this guarantee some manufacturers require registering some don't.

As you have the receipt you have proof of purchase which is all you need, packaging is not necessary.

The problem comes with the length of time you have had the product. If you had had it for less than 6 months then the law says the fault is assumed to be inherent (unless the retailer can prove otherwise). For over 6 months the law doesn't say anything so you may have an argument and you may have to prove the item was faulty when you bought it.

scheming_gypsy

Your 30 days is probably a money back guarantee rather than a warranty. Your warranty / contract will still be with Amazon and not the manufacturer

dinky73

OK, thanks very much. I have emailed Phillips customer care to see what they say. Amazon clearly said I can return to them within 30 days but that may just mean if I decide I don't want the product, not that it is actually faulty.

I'll see what Phillips say and if I have no joy will go back to Amazon. The toothbrush has been fine up until yesterday when my daughter pressed the button to turn it on and it just emitted a buzzing noise without the vibration of the brush head. Its fully charged so obviously faulty. It wasn't cheap either so resent only having it for 10 months!

Thanks

scheming_gypsy

pull the tooth brush off and see if the spike vibrates. Could just be something silly like the inside of the tooth brush is worn so the vibrating bit isn't touching it.

dinky73

Hi

No the spike is no longer vibrating. Just make a buzzing noise but no movement. Phillips were VERY quick to respond and said they have an agreement with Amazon that Amazon will deal with any faults or repairs in the first year. So I am returning to Amazon. Many thanks for all your help and advice.

dinks

DWatts

Usually Amazon will accept a return within a year if the goods develop a fault - for the most part they're extremely good. You have to hunt around for the contact form though since trying to start a return for a product over 30 days will take you in a big loop on their site.

dinky73

I just emailed customer services and she phoned me within 30 minutes and said she had already requested a replacement be sent out to me first class and there was no need to return the faulty toothbrush as its classed a a "personal item".

So top marks for Phillips and Amazon customer services today :T