Burn Media - Anybody tried to return something?

Chris123_2

My brother has asked me to post a question here for him

He purchased 2 items (a computer router and receiver) from Burn Media on the 15th May 2007

The items arrived and he tried to set them up but with no success - they won't communicate with each other when not in the same room - pretty useless for a wireless connection!

He contacted them and explained the situation to them and they told him that he would have to contact the company direct (Buffalo) to organise a refund. - strange I know but he did as he was asked.

Buffalo accepted the item was faulty on 29th May 2007 and said they should now contact Burn Media about the fault to arrange a refund. This was sent to Burn Media on the 29 May 2007.

Its been another week now and still not heard anything.

He wants to know what the best course of action is.

My advice to him would be to just send the items back via recored delivery and explain that you want the money back in your account ASAP. This has been going on for 4 weeks and he doesn't seem to be getting anywhere.

What would you do?

RadoJo

It is not up to him to contact the manufacturer - his contract is with the retailer and under the Sale of Goods Act, it is their responsibility to ensure that he receives a repair, replacement or refund. Check out the sticky at the top of the forum page for further details - so many retailers (particularly electrical items it seems) rely on customers not knowing their rights when they try to pass the buck, but a little research on his legal position and he should be able to get a result!

Chris123_2

Cheers for the link.

I spoke to him last night and he said that he had spoken to them about it and they would get back to him today, not sure if they have or not.

If they don't come and collect the items and allow him to send them back this Saturday its likely to go until the following weekend hes either at uni or work (well when I try and ring he's never home!)

Blacksheep1979

Did he pay by credit card? If so the simplest thing is to issue a chargeback and then make them chase you for the goods.

Chris123_2

Didn't know about the chargeback thing, was on the phone to him just now and he's on the phone his credit card company now about it I think.

It it were me I would be fuming with the company and would be on the phone to them everyday, but he is doing his exams at the moment so can understand his laid back approach.

Blacksheep1979

Yup easiest thing is to contact them via something provable ie email saying you want to return the item then under distance selling regs they have a max time to refund (think it might be 28 days) irrelevant of them collecting the goods - however the chargeback sidesteps this and makes it a little easier.