Argos and headphones troubles

totallingthere

Hi all!
Been a viewer of these forums for a long time, but now only now have I felt compelled to post something. I'll try and be brief!

About a year ago, I bought a £65 pair of headphones from my local argos store. When I used them they started going wrong so I took them back within a week and got a replacement pair, which worked fine, until two months a go they started going wrong. My receipt that I have is the replacement receipt the store gave me for the second pair, and states the date as 16/03/13. The Argos policy is to provide repair or refund within 12 months, so I have until the 16th of this month to fit within their policy.

I took it to my local store yesterday and explained the situation to the store manager, who told me (quite rudely) that I am not entitled to a refund, only store credit. I told them I do not want store credit, because I'm not interested in buying anything more from Argos. She told me that what I want is not important and that she is not entitled to do anything other than provide store credit, because I cannot prove my original payment method, as the receipt I have produced does not state the payment method. I said to her that is Argos's fault as the receipt I was given is not up to their standards.

After me explaining that under law I'm entitled to either have the faulty item repaired, OR fully refunded, and that as retailer, they are oblidged to do this, she was not interested and sent me on my way.
Today then, I called Argos customer services and explained the situation, and she also told me that although my situation is annoying, Argos cannot help me because I cannot prove my original method of payment.

This seems to me to be crazy? Or am I going crazy?
All the best to you guys in advance.

DevCoder

It doesn't have to be a "full refund", they are allowed to deduct an amount for the usage you have had of the product.

totallingthere

I see. But can any light be shed on the fact that they are only willing to refund me vouchers because their receipt does not mention the payment method.

I said to her, " are you seriously arguing that I should have asked the cashier when I made the original purchase, to provide me with a letter of confirmation that I paid via debit card"? And she said, "well whatever it takes, because its not our fault."
:mad:

DevCoder

Some stores do only return refunds on the medium they were purchased to avoid money laundering .

The rules on some CC T&C's also state that refunds must be placed back through the card as otherwise the cash refund would constitute a cash advance.

Visa suggest the same in their merchant guidelines.

DevCoder

Why don't you get a statement from your bank showing the debit card payment?

totallingthere

Thanks for all the comments. I guess I was concerned that actually I didn't need to produce any of these proofs when I've bought something that has gone faulty. As long as I have the proof of purchase, surely I'm entitled to my money back.

I understand the reason why they might pay back on my debit card, but to ask me to PROVE that I paid on my card seems a little be like sidestepping my rights to a refund on my terms, not theirs.

DevCoder

Strictly speaking they don't need to refund at all, they could just send it back to the manufacturer to repair it.

totallingthere

Yes exactly. Which they told me they would not do.

visidigi

krisdorey wrote: »

Strictly speaking they don't need to refund at all, they could just send it back to the manufacturer to repair it.

Strictly speaking they should be going off the ORIGINAL purchase date, not the date of replacement.

Additionally you need to prove a source of funding for the item, without this they aren't obliged to refund.

They are also allowed to make a deduction on the refund, to account for the use you have had,

Finally, they don't have to offer you any resolution to them that they can prove would be disproportionately expensive - they don't HAVE to refund at all.

Repair, replace or refund, they can refuse any which is costly to them, so the replace via store credit allowing you to buy a replacement would be more than acceptable.

SuperHan

Also, do get the refund you're asking for under the law requires that you also have an independent engineers report stating that the fault is inherent... So you might want to pay for one of those before you argue any further.

Is the credit note not effectively a flexible replacement? Do they not have some similar price, similar specification headphones that you can get with the voucher?

Hintza

OP take the credit note before they do it all by the book (which others have pointed out).