Currys: reseller not retailer?

danilou21

I have an issue with a TV that is less than a year old, so want to return it for a replacement. Currys say that we have to contact the manufactuer not them as the Sale of Goods act does not apply to them as they are only a reseller NOT a retailer. Now, as far as I can see as I purchased the TV from them the contract I have is with Currys not Toshiba?
My husband called Toshiba and they said that they will only offer a repair and it takes 28 days, but this leaves us without a TV for all this time!

shaun_from_Africa

Print this page out:
http://www.currys.co.uk/gbuk/returns-cancellations-1043-theme.html#instore_faulty

Most products come with at least a 1 year guarantee, so if your product develops a fault after 21 days and within the remaining guarantee period we will firstly offer you a prompt repair service. If a repair service isn’t available for your product will offer you a suitable replacement.

How do I return my product?

Store: You can return the product to one of our stores with proof of purchase. Phone: If you need to have your product collected )it it's too big or heavy to return to store) please call our Contact Centre on
08445 61 12 34 and we will assist you.

and go back to the store. Ask to speak to the manager and let him/her know that if they are not willing to honour their own terms then you will have no option but to contact Trading Standards and seek their advice.

Hintza

danilou21 wrote: »

so want to return it for a replacement.

Well that is very unlikely to happen esp. in the first instance. You need to give them the opportunity to repair.

Whilst Shaun is correct it is SOMETIMES easier to deal with the manufacturer direct, having said that though a TV is not the easiest thing to courier anywhere.

arcon5

Isn't a retailer effectively a reseller anyway?

neilmcl

Whoever you spoke to is trying to pull the wool over your eyes. Personally I'd love to take them to small claims court just to get them to explain to a judge why they think SOGA wouldn't apply. Never heard such rubbish.

mrcow

danilou21 wrote: »

Currys say that the Sale of Goods act does not apply to them

Get the name of the person that said this to you and get them to confirm it in writing so that you can forward it to their head office.

Should be an interesting conversation.

somethingcorporate

Had I been fed that line I would have got the manager straight away - obviously a completely ill-informed cretin.

danilou21

Unfortunately we called the "helpline", as to take it back to the store where we actually brought it is miles from where we now live. Anyways, when I asked to speak to a manager I was told that the manager was for staff only, not customers! Right little jobsworth I got on the phone!
I told them that they are supposed to sort out any repairs etc, but they said not and just gave us Toshibas number! She also told me that they are usually away for 28days min!

somethingcorporate

It's only a TV so it is hard to say this luxury item being away for 28 days is "significantly inconvenient".

unholyangel

danilou21 wrote: »

Unfortunately we called the "helpline", as to take it back to the store where we actually brought it is miles from where we now live. Anyways, when I asked to speak to a manager I was told that the manager was for staff only, not customers! Right little jobsworth I got on the phone!
I told them that they are supposed to sort out any repairs etc, but they said not and just gave us Toshibas number! She also told me that they are usually away for 28days min!

Ask them to email you confirmation of what they have told you over the phone (ie that you have no rights with them and MUST contact the supplier since the SoGA doesnt apply to them). Record the call if you have the ability (most smartphones can download a free call recorder afaik - or you could put your landline on speaker and record using the normal voice recorder on mobile).

Specifically tell them you want it in writing from them so you can forward it on to Trading Standards to check their response is accurate and they're not trying to mislead consumers. See if their response wavers any after you say that Personally I like having fun with companies like this. For some reason they always seem reluctant when you ask them to put it in writing. Wonder why 8-)

bris

Regardless of the nonsense they are telling you, you still are not going to get a replacement. When you do speak to someone who knows the law they, will only tell you they will get it repaired anyway, taking much longer than the manufacturer would do in the first place. There is no point prolonging it, the quicker you let toshiba fix it the quicker you will get it back, chances are it's not repairable anyway and you might get a new one.