Is there a time limit on investigating a fault?

LubiLou

I had an issue with a product I bought and contact the company to let them know about it. They told me someone would be in contact to investigate the issue.

I then received an e-mail asking me to send the product to them to look into. I sent this product over 8 weeks ago and have e-mailed asking for an update and got no response.

I have then tried contacting them by telephone. The first time I contacted them by telephone they didn't seem to know what I was talking about and he had to go down to reception to see if the product had arrived with them, this was 10 days after it had shown as delivered by the courier.

I have had to chase them to find out what is going on which I find is unacceptable. I have sent off an e-mail to the company to let them know how unhappy I am and am awaiting a response.

Is there a time limit on investigate the problem and if I keep being ignored what are my options?

Thanks in advance.

unholyangel

When did you buy the item, how much did you pay (and by which method) and what was the item in question?

The item is important because SoGA says any remedy should be done within a reasonable time and without significant inconvenience.

Obviously going without a washing machine would be of more significant inconvenience than going without a tv for example.

LubiLou

Thanks for your reply.

I bought the item in November of last year and made them aware of the problem in February when the issue became apparent. After wearing them only a handful of times. The item in questions is a pair of boots which cost over £100.

neilmcl

Have you tried phoning them?

LubiLou

Yes Neilmcl I wrote that in my first post I have contacted them by phone on more than one occasion. The first time he didn't even know my boots had arrived and had to go down and check at reception and the each time I have phoned since he has been off or in meetings.

neilmcl

Apologies, I skimmed your post. Who is the retailer?

unholyangel

Personally if phone calls arent forthcoming, I'd write to them. Stating you bought xyz on x date for a total of £100 (or whatever the price was). You contacted them on x date to make them aware of a fault. They have had the items since x date and have not provided a remedy or even an update. And draw their attention to the fact that the SoGA does state it should be carried out within a reasonable time.

Therefore you are requesting that they investigate the matter without delay and in any case, respond to you by no later than 14 days time.

Did you pay by card?

This is providing it is the retailer you have sent the boots back to - since it is them you are contracted with. If you sent them to the manufacturer, then you could still send a letter but effectively just along the lines of "you are in ownership of my property and I would like them returned" since your rights under SoGA are with the retailer.

ThumbRemote

I'd go straight to a letter before action (assuming, as unholyangel says, you sent them to the retailer). 8 weeks is completely unreasonable.