WHSmith Kobo replacement

Billy76

Had my Kobo Glo four months and it was working fine until the screen froze, did factory reset, nothing doing, so the only option was to take it back. Took it back to the same WHSmith store I bought it from, but they refused to replace it, even though it's under warranty. They reckon I have to send it to head office to be tested before they'll replace it. Surely if it's under warranty they HAVE to replace it. I called head office and the woman on the phone told me the same thing, it has to be returned to head office to be tested before they will replace it. The Kobo is in perfect condition, as I explained to her on the phone, and the assistant at WHSmith could see that perfectly well (not a mark on it) - as I explained to her, it just stopped working. By having me send it off, it seems they are basically calling me a liar.

Is there anything I can do other than send it off to head office? I have a feeling I'll never get a replacement if I do. Seems like this is just their way of getting out of the deal.

j0nathon2

It seems reasonable to me, are they paying for the postage?

You may not get a replacement, but a repair, but surely you just want a working Kobo however that comes about?

Apollonia

I don't see that they are calling you a liar. Just that this is the system in place for dealing with faulty Kobo readers bought from WH Smith. When I had a problem with my Sony ereader (bought from Waterstones), it had to be sent off via Waterstones system because they had a contract with Sony for repair/replace of the ereaders sold in their stores.

Anyway, somebody posted a similar complaint a couple of months ago on the mobileread forums :

...there is no alternative to sending it off to Head Office. I've been in three stores and they've all told me the same. They will only do an in-store replacement if you have proof of purchase from less than 28 days. Seems a shame.

But then the OP came back to say:

To be fair to Smith's, I posted the device on Saturday and received a brand new unit on Thursday, so not a bad service overall.
I rang them on Thursday morning (before the delivery, obviously) and they were really helpful on the phone too.

The thread is here: http://www.mobileread.com/forums/showthread.php?t=204723&highlight=smith

Posts #1 and 8 quoted above. I hope that gives you some reassurance.

Billy76

I have to pay for postage but I'm willing to do that if I do get a replacement. Well, I'm a little more hopeful since reading the above post. We'll see how it goes.

Billy76

Surely though under Statutory Rights, they have to replace the item in the store - if under six month since purchase, which it is. Anyone know if this is definitely the case?

Slowhand

There is no statutory right to a replacement if an item is under 6 months old.

Billy76

That doesn't sound right to me. So are you telling me the longer I keep it, the more rights I have?

If there is an obvious fault with the item at any time within the first 6 months and it has not been caused by wear and tear or misuse, your first port of call must be the shop you bought it from. They have the responsibility to put the matter right, and should not evade this responsibility by referring you to the manufacturer in the context of a guarantee or warranty. - consumer information website

If any inconvenience is caused you should be given a replacement item on a ‘like for like’ basis (and not simply the cheapest and most basic model).

I'd consider having to pay for the postage to send it back and having to wait, an inconvenience

I'm going back to the shop with it.

Esqui

You should probably use a different website

Billy76 wrote: »

If any inconvenience is caused you should be given a replacement item on a ‘like for like’ basis (and not simply the cheapest and most basic model).

1) SoGA refers to 'significant inconvenience', not 'any inconvenience'. Having your e-reader sent for testing for a week is not a significant inconvenience.
2) The retailer has the option of repair, replacement or refund, which means...
3) They do not have to give a 'like for like' replacement. If it's more costly to give a same-spec replacement, they can give you a refund instead (with the option of a partial refund to take into account the time you have had full use of it).

I'd consider having to pay for the postage to send it back and having to wait, an inconvenience

I'm going back to the shop with it.

The store really should bear the cost of postage under the SoGA - but if you're claiming under warranty, the warranty can quite rightly ask you to pay for the cost of postage.

Billy76

There's no mention of postage cost in the warranty for the Kobo, and WHSmith won't pay for the postage. I would think that making sure the packaging is secure and that it's sent recorded delivery so that I can rest assured it gets to their head office is going to be costly for me.

Esqui

Just taken a look on Kobo's site for their warranty contents and it does say that you are required to pay for postage. You could ask the store if they would do it for you.

Or, it might just be easier to pay. Could always write to WHS customer services and ask if they'll repay you

Billy76

Wow, after all my moaning, I'll have to take it all back. WHSmith really proved their service is fantastic. Got a replacement this morning only having returned it to the shop on Friday. Now that's fast. No problems at all. Really pleased.