Dealing With Asda Direct

Unsure_about_this

Hi all- apologies for the wall of text in advance,

Here's my situation. Basically I bought an Xbox 360 from Asda Direct back in November and now it's broken. When I took it back to a store they were happy to refund it without much discussion BUT a direct refund would have left me short changed. I was advised in store that for the like for like replacement I desired I would have to contact Asda Direct by phone. Here's where the problem starts.

The deal I purchased involved a 250gb console bundle, with Forza 4 and Skyrim inside the box, and a copy of Fifa 13 taped to the side in a black bag (very much as if it was bought separately) all bought for £194. They won't provide a like for like replacement as that offer is no longer in promotion, but what they refuse to accept is that the core console bundle remains identical and could easily be replaced in isolation. The link below shows the core bundle that Asda Direct are still selling:

<not allowed to post links so Google this: Xbox 360 250GB Console (Forza 4 + Skyrim Pack) asda direct>

Now for the promotion I received, just imagine the price is £194 and includes a copy of Fifa in a black bag taped to the side of the box. What I'm failing to understand is why, when they are more than happy to refund the whole order, they cannot just replace the core bundle.

I've looked at SOGA on the government website and it says I am entitled to a replacement, but in the eyes of the customer service folk on the other end of the phone I guess this would come under disproportionately costly bracket (if indeed they've even thought about it). I've been messed about by them a lot this past week and they can't seem to understand that the core bundle remains absolutely IDENTICAL to the one they're selling now and could easily be replaced.

Any ideas about which path I should pursue to get the outcome I want?

PS my other option is getting Microsoft to repair the console as it's still under warranty, but I've heard many horror stories about consoles picking up more damage on return.

unholyangel

If all you want is the bundle you purchased, why not just ask Asda to arrange repair?

Unsure_about_this

I've read a fair few horror stories about MS repairing stuff, ie things coming back with even more faults. A friend's machine went back 4 times over the space of the year-long warranty for a month at a time (despite being promised a week at most) and when the warranty expired it died again. I sent my Acer laptop to be repaired while under warranty and now the disc drive makes the whole frame rattle. It's something I'd do if I have to, but I'd rather have a new machine than risk doing this.

unholyangel

Unsure_about_this wrote: »

I've read a fair few horror stories about MS repairing stuff, ie things coming back with even more faults. A friend's machine went back 4 times over the space of the year-long warranty for a month at a time (despite being promised a week at most) and when the warranty expired it died again. I sent my Acer laptop to be repaired while under warranty and now the disc drive makes the whole frame rattle. It's something I'd do if I have to, but I'd rather have a new machine than risk doing this.

I've had friends who had their xbox repaired by MS, they've all said they were excellent.

I got a fridge freezer that was damaged on delivery, didnt want a refund so I asked for a repair, over a year later, its still fine. Had a tv that broke after less than a year and 3-4 years later.....its fine.

Sometimes, you just have bad luck. But realistically, you cant force them to provide a remedy that is disproportionately costly or impossible. If you want the refund, they could actually ask for all the items you received in the bundle back since it was sold to you as a single item.

Maybe someone else can think of something that might help but personally, I can't think of anything in legislation that will help.

You could always try writing to asda, keep it short and simple and tell them you want a replacement instead of a refund....but its relying on good will.

bris

Well I've never heard that, and I have had two repaired, all done and dusted including a months xbox live membership thrown in all in less than a 10 day turn around, one of them was just a week.

But in relation to your question, they are allowed to refund you, if it's more economical for them, their choice not yours.

dundeediva

OP I know you bought it from asda but have you contacted MS directly? It should be covered under the standard 1 year g'tee that xbox give (actually it might be 2 years but i digress...). Theres no harm in contacting them directly and seeing what they say. Good luck