Well Known Motor Factor Refusing To Refund Faulty Part

ultraviolet66

I recently ordered a driveshaft from a well known motor factor (no names at this stage as it could get legal). They have an online presence and it seemed simpler to order from there as the nearest branch is about 15 miles away.

Driveshaft turned up and the first thing I noticed was the general state of it - it wasn't particularly clean and looked like it was a hurried refurb. Not knowing what their shafts normally looked like I assumed this was the normal state of play for this supplier.

I checked the CV joints and was dismayed that they had more play than a spare shaft of mine that had covered 130k+ miles.

The shaft also doesn't look like any shaft (for this particular model of car) I've ever seen - different grooves in the intermediate section for starters.

I contacted the motor factor and after several attempts they agreed to pick up the part at their cost and give a refund.

After the part was picked up I heard nothing for several days. Subsequently contacting them, I received a snotty email with photos of both the originally supplied shaft and one of their (as it turns out) proper new ones. the email went on to state that I had returned a poorly refurb'ed shaft (implication being that I had swapped it for theirs) and they were only willing to refund the surcharge on a new shaft (which they were suggesting I still had).

I've since responded stating that the shaft I returned was the one I received from them and demanding they refunded the full amount but so far have not had a response.

So where do I stand? I have no way of proving that the returned shaft was the one delivered but likewise they can't prove what they sent...


I used my credit card to pay via PayPal and my next step (after receiving no further responses from the motor factor) has been to place this in dispute with PayPal.


The cost of the shaft was less than £100 so I know that I'm not covered under Section 75, although I think I may be able to use the chargeback mechanism if the PayPal dispute gets nowhere.


This must be covered under the distance selling regulations too I would have thought. The main problems seem to be that I no longer have the offending part (having returned it in good faith) and that the supplier is claiming I have swapped it for a duff one...


They can't proof that but equally I can't prove what I received... Help!

colino

I'm surprised if this is a big factor that this has happened. No chance that the delivery driver gave you one that was going back for refurb? Stick to your guns and see how it plays out. Regular, polite, assertive contact requesting all of your money back (you didn't change your mind so there should be no admin cost) should do the trick. They really don't want to trash their reputation for a part that will be buttons.

ultraviolet66

So far they've ignored PayPal's attempts to contact them - I've now escalated the dispute with PayPal. Unbelievable lack of customer service from a large factor... hopefully PayPal with handle the refund and then go after them. Watch this space....