Fixed use items and SOGA refunds

Pinkypants

What you haven't mentioned in any of this is how and what cost if any is involved in proving the item HAS an inherent fault.

I'm not so sure that many customers get favorable results using the SOGA. Think most just accept that things come with X years guarantee or warranty. I've worked in retail 20 years and never had a customer quote SOGA to me unless trying for a refund on something under 12 months old. Even then their interpretation of it is usually incorrect.

unholyangel

Pinkypants wrote: »

What you haven't mentioned in any of this is how and what cost if any is involved in proving the item HAS an inherent fault.

I'm not so sure that many customers get favorable results using the SOGA. Think most just accept that things come with X years guarantee or warranty. I've worked in retail 20 years and never had a customer quote SOGA to me unless trying for a refund on something under 12 months old. Even then their interpretation of it is usually incorrect.

Most people don't know their rights. Wouldnt be so much of a problem if retailers were more transparent and informed consumers of their rights. Unfortunately most retailers seem to train their staff in company policy but not SoGA, the staff end up telling the customer "theres nothing we can do". Which is misleading them about their rights.

Although I have noticed some placemat thingys in some supermarkets at the customer service desk giving a run down on your rights. Perhaps displaying the SoGA basics/gist at the tills would help with awareness.