Rights after returning faulty goods?

splosh1

I returned a faulty item several months ago, the refund for which is still outstanding.

Can't go into too much detail as it's being dealt with by third parties, but in my last contact with the merchant I specifically requested that they send me over copies of the reports into investigations they had carried out on the item after I returned it, and also details of a fault the item developed immediately after it was returned. They ignored these requests and have stonewalled me ever since.

Am I entitled to a copy of these reports? So far I seem to just have to take the merchant's word for what they've done or investigated, which has changed several times since the item was returned.

hollydays

There are so many variables. Firstly are you sure they are a legitimate company.if they have ignored your requests, could it be you are directing them to the wrong place.write, recorded delivery? Is it a media related item, if not, what type of item.

forgotmyname

Too vague really. Item??

If they paid for reports or it costs them then i doubt they will give them to you freely if at all.

If their story changes then keep a record, Letters/emails or recorded phone calls.

splosh1

It's was a van. Yes they are a legitimate company. Yes they received the requests, they have sent me a letter via recorded delivery acknowledging the last email sent to them with these requests on it but this letter makes no reference to what I've asked them to provide.

I am trying to ascertain if they are able to just say anything they like about the condition of the van without having any supporting evidence to back it up.

When it was returned I provided lots of documentary evidence proving the existence of several faults. A couple of days after it was returned at the investigation stage it developed another fault which they told me about because they thought it had happened when it was still in my possession. At this point the merchant agreed it was proved faulty. Since that conversation they've changed tact and are implying that the faults don't exist at all but haven't provided anything to support this and are telling me I have to accept a refund minus their unreasonable costs.