ASDA's stupid returns policy

mttylad

FWIW a letter to asda house has a tremendous effect

Reminding the manager that you do your weekly shop there also has a good effect, telling them that you will be advising asda house that they no longer want your custom gets them to bend over backwards.

SuperHan

Zandoni wrote: »

I don't understand why the 6 month cut off is important when the goods come with a one year guarantee, please explain.

Because under the one years guarantee ASDA is well within their rights to say that the missing 'leaflet' is required for a guarantee claim (provided that their T&Cs say this). Or they could refuse to look at the blu ray player because they believe the fault is down to misuse.

Under the SOGA, ASDA can do neither of those things - they either need to assume that the goods are inherently faulty (if under 6 months old) and offer a remedy, or offer a remedy when an independent report shows an inherent fault (after 6 months).

So, although the years guarantee is useful, ASDA had already decided not to repair/replace under guarantee when they first sent the customer away. Now, by claiming under SOGA, the customer has got a refund.

Do you understand the relevance now?! SOGA is over and above any warranty, so if the retailer refuses to honour their warranty for whatever reason, the SOGA become the way to proceed.

Zandoni

SuperHan wrote: »

Because under the one years guarantee ASDA is well within their rights to say that the missing 'leaflet' is required for a guarantee claim (provided that their T&Cs say this). Or they could refuse to look at the blu ray player because they believe the fault is down to misuse.

Under the SOGA, ASDA can do neither of those things - they either need to assume that the goods are inherently faulty (if under 6 months old) and offer a remedy, or offer a remedy when an independent report shows an inherent fault (after 6 months).

So, although the years guarantee is useful, ASDA had already decided not to repair/replace under guarantee when they first sent the customer away. Now, by claiming under SOGA, the customer has got a refund.

Do you understand the relevance now?! SOGA is over and above any warranty, so if the retailer refuses to honour their warranty for whatever reason, the SOGA become the way to proceed.

Yes any retailer does have the rights to say all sorts of things in their guarantees but they just don't do that. In this instance Asda have apologised over the instruction book missing saga. It was nothing to do with SOGA it was just a CS error.

I know that SOGA is above any offered warranty but when dealing with reputable companies there is no point mentioning it. Especially going on about is it older than 6 months.

Now if you are dealing with a company that is not so reputable then you may have to go down the SOGA route, but NOT with Asda.

Flyboy152

Zandoni wrote: »

Yes any retailer does have the rights to say all sorts of things in their guarantees but they just don't do that. In this instance Asda have apologised over the instruction book missing saga. It was nothing to do with SOGA it was just a CS error.

I know that SOGA is above any offered warranty but when dealing with reputable companies there is no point mentioning it. Especially going on about is it older than 6 months.

Now if you are dealing with a company that is not so reputable then you may have to go down the SOGA route, but NOT with Asda.

What type of company would you generally class as being reputable?

Zandoni

Flyboy152 wrote: »

What type of company would you generally class as being reputable?

Too many to mention, but the ones that offer a good guarantee is a good place to start.

Who do you think are not?

Flyboy152

Zandoni wrote: »

Too many to mention, but the ones that offer a good guarantee is a good place to start.

Who do you think are not?

Again, far too many to mention, but a good indication would be Comet, Curries, Dixons, PC World, Evans Halshaw, Arnold Clarke, CarGiant, RyanAir.....

You only have to scan through these broads to really answer that question.

Zandoni

Flyboy152 wrote: »

Again, far too many to mention, but a good indication would be Comet, Curries, Dixons, PC World, Evans Halshaw, Arnold Clarke, CarGiant, RyanAir.....

You only have to scan through these broads to really answer that question.

Yes there are lots of threads with these companies, but I've taken things back to PCWorld and not had a problem. Only last week I returned a SSD to them after it died and they instantly returned my money.

As I have said though you only start talking SOGA if you have problems with the companies own guarantee. Most times you will not need to and I doubt you will ever have to prove a fault was inherent if the goods are 6 to 12 months old.

This six month cut off point was mentioned in an Asda thread and that is not useful at all, it just leads to confusion. There is a new Argos thread just started and yet again ths cut off period has been mentioned.

wealdroam

Zandoni wrote: »

This six month cut off point was mentioned in an Asda thread and that is not useful at all, it just leads to confusion. There is a new Argos thread just started and yet again ths cut off period has been mentioned.

Are you saying that the consumer shouldn't be advised of his/her rights and responsibilities?

How strange.

wjp666

UPDATE: popped back into ASDA today and tried returning item again. i decided not to ask for the manager (as he had advised me to do on the phone) but simply explained that the player had broken, this time to someone different at CS, and i wanted a refund. they gave me a smile and said 'i've heard all about you'. so it seems my letter had made quite an impact with all the staff there. without any hesitation whatsoever the entertainments manager issued me with a full cash refund to the total of £75, plus a £10 gift card for my inconvenience. i was given multiple apologies by everyone there and left on good terms. the moral of this story: remain calm, don't kick off, call citizens advice and write a polite yet firm letter to the correct people quoting SOGA at every given oppertunity!

however - i will never buy anything like this from ASDA again. all this hassle for a disc player? not worth it. going up Morrisons later to see what they've got in stock. (i returned my broken George Foreman grill to Morrisons last month: 9 months old, dripping with grease, without box, without instructions, broken grease tray, in an ASDA bag... and got a full refund with my till receipt without any question.)

mcculloch29

Lovely to hear you got a good outcome. Well done! Just a thought though... if you are not going in Asda again, what are you going to do with the gift card?