Toys R Us Complaint (Wii U Purchase)

maccay2k

Hi,

I recently purchased a Wii U from Toys R Us, upon unboxing the unit and using the system for a few hours the wireless controller had a habit of disconnecting from the console, dispruting gameplay (playing from about a meter or two away) initially I presumed that it may just be a tech hitch with posibility of placement of the console.
After a few days of this intermiantly re-occuring I decided to e-mail Nintendo tech to see if they thought it was a tech issue or a faulty controller, a few days later Nintendo replied and suggested that the pad was indeed faulty and to return it to the supplier, they also indicated I could send it back to them which could take several weeks, As I understand it I presumed that toys r us should replace the unit as they sold me the machine and thew unit has been faulty from unboxing the system.

Not according to their very cheery customer service people in store they refused to replace the system and said it would have to go in for testing, I also wrote to their complaints people via email who said they would pass it on to the relevant store and subsequently not had a reply, I emailed them again and they said they would send the reply again and again nothing has happened.

As far as I am concered I bought a faulty machine and I should be within my rights to have either a refund or replacement, I only want a replacement so I can play a game without it cutting out on me.

I was just into 15 days of my till recipt when I first took the unit back and I want to escalate this further, does anyone have an idea of the next steps I should take as it's now been about 10 days since I first returned to the store and the emails and I know time is a key factor with electronics.

Any help would be appreciated, and apologies if this has been covered before I did do a quick search but couldn't find much.

Kind Regards

Paul

Jakg

You can reject it for a refund (or replacement) but Toys R Us are perfectly entitled to test the item first (or have an approved agent - such as Nintendo - test the item).

maccay2k

I don't dispute that. However I read under stat rights if its faulty out of the box they also need to prove it was working when it left the store and arguably can be sorted and tested after they have replaced the item.

Fire_Fox

Try a paper letter to the complaints department of Toys R Us insisting the complaint is dealt with centrally not forwarded to the store. Next time use a retailer with decent customer service like Amazon.

Techhead_2

maccay2k wrote: »

I don't dispute that. However I read under stat rights if its faulty out of the box they also need to prove it was working when it left the store and arguably can be sorted and tested after they have replaced the item.

I don't understand where you get the last part of that from? Are you confusing this with DSR where the retailer can sue the buyer after the refund if the buyer has not taken reasonable care/returned the item?

They have the right to inspect the item to see if it is faulty - as long as this does not cause unreasonable inconvenience. If you feel it is causing unreasonable inconvenience then you should send a letter before action and proceed to court. However, I must say that for a non-essential, luxury item like a game console the period before it becomes unreasonable is likely to be measured in weeks.

If you had rejected the console straight away then you might have had a case for a refund. You are at the stage where it's debatable.