Silentnight Under Warranty - Delivery Charge

19lottie82

anyone? (bump)

Pinkypants

You could ask for a refund, but you won't get the full amount. I'd say 4 5ths back is fair, plus maybe the £70 delivery from SN.

Good Luck, sounds like a battle on your hands.

19lottie82

Phew Archers have agreed to give me a credit note for the original cost of the mattress :-) won't be buying another Silentnight tho, that's for sure!

Jamie_Carter

19lottie82 wrote: »

Thanks guys. So what is the general explanation for how long an item should last under the SOGA? And how it works once an item is out of the original 12 month warranty (SN will replace and deliver for free durinh this period)

I've done some reading online and it talks about "six months"?

Six months is the time in which a faulty item is deemed to have been faulty when manufactured. And you would then be entitled to return the item for a full refund.

The full guarantee is for 12 months. Outside that it is on a sliding scale as you have had use out of it.

There are a few older threads on MSE (including a 200 or so page one), that give loads of information. But the general consensus of many of the threads was 'don't buy silentnight, or any of the silentnight group'.

Jamie_Carter

Pinkypants wrote: »

You could ask for a refund, but you won't get the full amount. I'd say 4 5ths back is fair, plus maybe the £70 delivery from SN.

Good Luck, sounds like a battle on your hands.

They are unlikely to get any refund outside the initial 12 months.

Pinkypants

Not quite a refund but, they did get the value purchased back.

Phew Archers have agreed to give me a credit note for the original cost of the mattress :-) won't be buying another Silentnight tho, that's for sure!

Jamie_Carter

Pinkypants wrote: »

Not quite a refund but, they did get the value purchased back.

Phew Archers have agreed to give me a credit note for the original cost of the mattress :-) won't be buying another Silentnight tho, that's for sure!

Sorry I missed that post. They were very lucky.

George_Michael

Jamie_Carter wrote: »

Six months is the time in which a faulty item is deemed to have been faulty when manufactured. And you would then be entitled to return the item for a full refund.

There is nothing in the SOGA that states the 6 month period is anything to do with a full or partial refund, or even any refund at all.

Once any goods have been accepted by a buyer (and this is deemed to have happened once thay have had the goods for a "reasonable time"), any action taken by the seller for faulty goods is allowed to be either refund/repair/refund, and a refund does not have to be 100% of the purchase price even if the goods are only 4 or 5 months old.

It is very unlikely that any retailer would make a deduction after such a short time, but there is nothing in the SOGA to prevent this providing the deduction was fair and proportionate to the estimated life expectancy of the item in question.

They are unlikely to get any refund outside the initial 12 months

Why?
There are loads of examples on these boards where exactly this has happened.
The most recent one that springs to mind was only a day or two ago and was about a buyer whose purchase of computer memory failed about 14 months from purchase and the retailer gave a partial refund.

Don't forget that the retailer can offer a repair, replacement or refund, and although a consumer can state their preference, the final decision is really down to the retailer, and if they can give a full or partial refund cheaper than a repair or replacement, this is what thay may well do.

Jamie_Carter

George_Michael wrote: »

There is nothing in the SOGA that states the 6 month period is anything to do with a full or partial refund, or even any refund at all.

Once any goods have been accepted by a buyer (and this is deemed to have happened once thay have had the goods for a "reasonable time"), any action taken by the seller for faulty goods is allowed to be either refund/repair/refund, and a refund does not have to be 100% of the purchase price even if the goods are only 4 or 5 months old.

It is very unlikely that any retailer would make a deduction after such a short time, but there is nothing in the SOGA to prevent this providing the deduction was fair and proportionate to the estimated life expectancy of the item in question.

I'm not going to get into an argument with you on this. If you don't believe me then ask trading standards.

George_Michael wrote: »

Why?
There are loads of examples on these boards where exactly this has happened.
The most recent one that springs to mind was only a day or two ago and was about a buyer whose purchase of computer memory failed about 14 months from purchase and the retailer gave a partial refund.

Don't forget that the retailer can offer a repair, replacement or refund, and although a consumer can state their preference, the final decision is really down to the retailer, and if they can give a full or partial refund cheaper than a repair or replacement, this is what thay may well do.

Yes it is up to the retailer/ manufacturer. But in almost all cases they won't refund after 12 months (which is the legal full guarantee period).

wealdroam

Jamie_Carter wrote: »

But in almost all cases they won't refund after 12 months (which is the legal full guarantee period).

I am really interested in "the legal full guarantee period".

Can you please offer an explanation of this?

Just that I have never heard of a "legal full guarantee" before.