WHSmith Kobo replacement

mattyprice4004

Billy76 wrote: »

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.

Tips for next time:

- Don't argue that the people helping you on here wrong and that something 'doesn't sound right'. We advise because we know what we're talking about.
- Educate yourself on your rights, your assumptions and knowledge on the subject were incorrect.

MamaMoo_2

mattyprice4004 wrote: »

Tips for next time:

- Don't argue that the people helping you on here wrong and that something 'doesn't sound right'. We advise because we know what we're talking about.
- Educate yourself on your rights, your assumptions and knowledge on the subject were incorrect.

To be fair, I understand OP's post of "it doesn't sound right". If you look at the previous post

Slowhand wrote: »

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

And OP's reply

Billy76 wrote: »

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

It seems as if OP may have got the wrong end of the stick and whereas Slowhand meant that just because the item was under 6 months old it doesn't mean there's a statutory right to a replacement,
OP seems to have taken Slowhands post to mean you don't have rights to a replacement before 6 months, but you do after, which of course doesn't sound right.

Secondly, I'd say that OP did try and educate himself on his rights, however apparently quoted from a website that was full of misinformation. OP then tried to confirm that here, only to get the correct information. Seems like OP tried at least.




Although, OP, your last post was more than a little rude. Perhaps you can now see where Mattyprice was coming from? And maybe remove that post? It makes you look like an a55.

Billy76

No, I stand by my choice of words. The hijacking poster is lucky I wasn't more graphic; he made the dog bite.

Slowhand

Billy76 wrote: »

No, I stand by my choice of words. The hijacking poster is lucky I wasn't more graphic; he made the dog bite.

You do realise it's you that's been majorly wrong in this thread don't you?

Dogger69

No, it is you that is wrong. You were advised on your statutory rights here, and the responses were accurate - you had no right to an immediate replacement in store. WH Smith went above and beyond your statutory rights in what they did.

timbstoke

It does seem that OP was misinformed to a degree. If he purchased it from a store, he certainly shouldn't be required to pay postage to send it to head office - his local store should be doing that for him.

OP - I assume you received a refund of your postage costs? If not, asking for that should be your next action.

Slowhand

timbstoke wrote: »

It does seem that OP was misinformed to a degree. If he purchased it from a store, he certainly shouldn't be required to pay postage to send it to head office - his local store should be doing that for him.

OP - I assume you received a refund of your postage costs? If not, asking for that should be your next action.

He returned it to the shop. Keep up!

SiHa_2

I know this is an old thread, but thought I would add a bit of info on WHS policy.

The screen on my 18-month old Kobo Touch froze whilst on holiday last week, through no fault of my own. I took it back to WHSmiths today, and was at first fobbed off with "as it's over a year old you can contact head office or Kobo direct".

I referred him to the bits in the Sale of Goods Act that state that I have
a) A contract with Smiths, not Kobo, and
b) Six years in which to return a faulty item for repair / replacement.

While he was scurrying back to the manager, I called after him and mentioned that he might like to mention the EU Guarantee Directive that gives me two years while he was about it as well.

He came back quickly and offered an exchange, which suited me down to earth. The best part, though, was that because the price has gone down from £99.99 to £79.99, they gave me £20 back as well!!!

Now, the last bit may well have been an error in the way they processed the exchange - they did a refund/resale so I guess the till would have been £20 over if they hadn't given me the change. The main point is that they folded as soon as I mentioned the SOGA, so it's worth pushing the point. This is the first time I have had to invoke the act, and the outcome was most pleasing! :cool:

Edit:
While I'm at it, later posts are talking about postage costs. The EU directive explicitly states that postage costs must also be covered by the seller, not just the repair cost.

Hintza

SiHa wrote: »

I know this is an old thread, but thought I would add a bit of info on WHS policy.

The screen on my 18-month old Kobo Touch froze whilst on holiday last week, through no fault of my own. I took it back to WHSmiths today, and was at first fobbed off with "as it's over a year old you can contact head office or Kobo direct".

I referred him to the bits in the Sale of Goods Act that state that I have
a) A contract with Smiths, not Kobo, and
b) Six years in which to return a faulty item for repair / replacement.

While he was scurrying back to the manager, I called after him and mentioned that he might like to mention the EU Guarantee Directive that gives me two years while he was about it as well.

He came back quickly and offered an exchange, which suited me down to earth. The best part, though, was that because the price has gone down from £99.99 to £79.99, they gave me £20 back as well!!!

Now, the last bit may well have been an error in the way they processed the exchange - they did a refund/resale so I guess the till would have been £20 over if they hadn't given me the change. The main point is that they folded as soon as I mentioned the SOGA, so it's worth pushing the point. This is the first time I have had to invoke the act, and the outcome was most pleasing! :cool:

Edit:
While I'm at it, later posts are talking about postage costs. The EU directive explicitly states that postage costs must also be covered by the seller, not just the repair cost.

You were lucky.

OlliesDad

SiHa wrote: »

I know this is an old thread, but thought I would add a bit of info on WHS policy.

The screen on my 18-month old Kobo Touch froze whilst on holiday last week, through no fault of my own. I took it back to WHSmiths today, and was at first fobbed off with "as it's over a year old you can contact head office or Kobo direct".

I referred him to the bits in the Sale of Goods Act that state that I have
a) A contract with Smiths, not Kobo, and
b) Six years in which to return a faulty item for repair / replacement.

While he was scurrying back to the manager, I called after him and mentioned that he might like to mention the EU Guarantee Directive that gives me two years while he was about it as well.

He came back quickly and offered an exchange, which suited me down to earth. The best part, though, was that because the price has gone down from £99.99 to £79.99, they gave me £20 back as well!!!

Now, the last bit may well have been an error in the way they processed the exchange - they did a refund/resale so I guess the till would have been £20 over if they hadn't given me the change. The main point is that they folded as soon as I mentioned the SOGA, so it's worth pushing the point. This is the first time I have had to invoke the act, and the outcome was most pleasing! :cool:

Edit:
While I'm at it, later posts are talking about postage costs. The EU directive explicitly states that postage costs must also be covered by the seller, not just the repair cost.

I think you need to look into what your consumer rights are (particularly this belief that the EU directive gives you rights).. you were lucky that you met somebody who was equally as ignorant.