Toys R Us Faulty Product! Some advice please?

Leo2020

Just to add I am not saying the OP is trying to rip off Toys R' Us. But because some customers lie they will have to take the stance of seeing the fault before replacing or refunding.

williham

Your stance should be you believe the customer unless they give you any reasons to doubt them, he tried the original battery fix (at his own expense!) and it didn't work so they should have swapped it over.

Valli

williham wrote: »

Your stance should be you believe the customer unless they give you any reasons to doubt them, he tried the original battery fix (at his own expense!) and it didn't work so they should have swapped it over.

I take it you don't work in retail then. Any business that routinely takes back items with unproveable faults will rapidly go out of business. Moreover customers do not routinely return to shops where they have had good service. For most consumers, best price is the decider.

The leap pad did work with the new batteries.

The suggestion to use a camcorder might be the way forward.

ThumbRemote

Valli wrote: »

The leap pad did work with the new batteries.

It did only work for a while with them.

Personally I'd have wanted a refund once they started talking about needing their own batteries. Either it takes AA batteries, as I assume it says on the box, or it needs special extra sized batteries. If the latter then it's not the product described on the box.

Leo2020

williham wrote: »

Your stance should be you believe the customer unless they give you any reasons to doubt them, he tried the original battery fix (at his own expense!) and it didn't work so they should have swapped it over.

That might be what you deem good customer service, but the OP wants to know their rights. The shop have a right to see the fault occur.

Plus the OP did give them a reason to doubt him/her - it was working when he/she gave it to the shop.

To the OP, give them the toy to test. If you feel it is necessary take photos/videos of the item before you give it to them. That way you can prove the condition of it.

Carmen88

Thank You to everyone for the replies.

I thought because I was still within my 28 day period that I would more rights than if it was a couple of months old for example.

I think I was just that annoyed at his attitude, the previous encounter I had with a £200 car I bought from them and the fact that I have never had to prove a fault else where that I thought they were trying to be difficult.

I do understand that they cant accept everything that is reported as faulty if it is not seen but because of the circumstances (that the leappad switches off randomly and can be a long time of gameplay) I would of expected they would just exchange the items over, I obviously expected too much.

Im also quite annoyed about the battery thing, I mean yes £10 isn't going to break the bank but I feel annoyed that I had to spend that when I already paid £90 on the product itself and £8 on Duracells the day before and it didn't state anywhere that some AA batteries don't work in the product.

I never thought of recording gameplay at home so thanks for that idea!

As previously I had bought a toy car from them for Christmas which was faulty (im not a very lucky person when it comes to that shop) they told me they had fixed the item but it wasn't working in the shop or when I got home (I thought it needed charging some more) turns out the person didn't actually test the item correctly but still felt the need to argue with me over it, therefore the other manager gave me a replacement item. As the Leappad does switch off after so long of been left without movement I didn't quite believe that this was going to be tested properly, but I suppose I will only know if I try.

Ill ask him to write down a full description of the item before I give it to them so they cant lie to me again.



Sometimes its the simplest of ideas that we just don't even think of. Thanks again

bod1467

ThumbRemote wrote: »

Personally I'd have wanted a refund once they started talking about needing their own batteries. Either it takes AA batteries, as I assume it says on the box, or it needs special extra sized batteries. If the latter then it's not the product described on the box.

This absolutely.

Leo2020

Carmen88 wrote: »

Im also quite annoyed about the battery thing, I mean yes £10 isn't going to break the bank but I feel annoyed that I had to spend that when I already paid £90 on the product itself and £8 on Duracells the day before and it didn't state anywhere that some AA batteries don't work in the product.

I can't remember off the top of my head what section in the SOGA it comes under but you shouldn't be left out of pocket because of a faulty item. Ask them to refund the batteries, or at least ask them to swap them for some Duracells and refund you £2.00.