Faulty Goods Advice Please

tomtontom

teabelly wrote: »

Defrost it fully and see if it makes weird noises still.

It's also worth talking to citizen's advice consumer helpline. They'll tell you whether the retailer is lying about your statutory rights. JL's terms and conditions may say they only want you to have a repair after 28 days which is why they keep quoting this. Their terms do not over ride your statutory rights.

The OP has been told get legal rights here. After the goods have been accepted (not defined in law but 28 days is the norm) the retailer has the right to elect whether to repair, replace or refund. JL is acting within the law.

superflygal

I have just posted a similar-ish complaint on Vent board. I bought a fridge freezer from Costco. It started banging when plugged in. I have had it a week, keep phoning Costco who keep saying someone will phone me to arrange collection, and as yet, no one has.

I have just phoned Whirlpool myself today. Turns out Whirlpool hadn't "sent the 'file' to request collection to the courier", and as files are only sent in the morning, they can't do it til monday.

No managers are there apparently, and no one in the file sending department can talk to me as that is the warehouse. I can't speak to the courier either as they need the elusive 'file' before they are allowed to act.

Pathetic. Oh, and guess what, Costco won't give me a refund until they have received their fridge freezer!

I have just drafted a letter to Steve Pappas MD of Costco.

SFG x

tomtontom

superflygal wrote: »

I have just posted a similar-ish complaint on Vent board. I bought a fridge freezer from Costco. It started banging when plugged in. I have had it a week, keep phoning Costco who keep saying someone will phone me to arrange collection, and as yet, no one has.

I have just phoned Whirlpool myself today. Turns out Whirlpool hadn't "sent the 'file' to request collection to the courier", and as files are only sent in the morning, they can't do it til monday.

No managers are there apparently, and no one in the file sending department can talk to me as that is the warehouse. I can't speak to the courier either as they need the elusive 'file' before they are allowed to act.

Pathetic. Oh, and guess what, Costco won't give me a refund until they have received their fridge freezer!

I have just drafted a letter to Steve Pappas MD of Costco.

SFG x

Which makes the service offered by John Lewis look pretty excellent.

teabelly

tomtontom wrote: »

The OP has been told get legal rights here. After the goods have been accepted (not defined in law but 28 days is the norm) the retailer has the right to elect whether to repair, replace or refund. JL is acting within the law.

The law needs changing then. A fridge which lasts 4 months and needs repair is shoddy rubbish. The more retailers are forced to deal with poor quality products the better the products will have to become.

I think people are confused with accepting goods and accepting faulty goods. If something goes wrong and you carry on using it then that is accepting it. If you immediately stop using the item and move to reject then a refund/replacement is a reasonable option in the first 6 months. If the law doesn't allow that then it's a donkey.

It's just how long acceptance is. If you don't realise something is a problem then it seems unfair to penalise someone for not understanding a strange noise is an issue. Sometimes it isn't.

DCFC79

teabelly wrote: »

Defrost it fully and see if it makes weird noises still.

OP you need to defrost it first before you call john lewis again or the engineer turns up if been booked.

tomtontom

teabelly wrote: »

The law needs changing then. A fridge which lasts 4 months and needs repair is shoddy rubbish. The more retailers are forced to deal with poor quality products the better the products will have to become.

I think people are confused with accepting goods and accepting faulty goods. If something goes wrong and you carry on using it then that is accepting it. If you immediately stop using the item and move to reject then a refund/replacement is a reasonable option in the first 6 months. If the law doesn't allow that then it's a donkey.

It's just how long acceptance is. If you don't realise something is a problem then it seems unfair to penalise someone for not understanding a strange noise is an issue. Sometimes it isn't.

No, the only person who is confused on this thread is you. The rest of us have given the OP her legal position. You have given your opinion, which is no help to anyone.

teabelly

OP. Talk to citizens' advice consumer helpline. They actually know what to do in these situations and will make sure you get the best outcome.

I've gone through the SOGA route on an already accepted item and received a full refund with their assistance.

tomtontom

teabelly wrote: »

OP. Talk to citizens' advice consumer helpline. They actually know what to do in these situations and will make sure you get the best outcome.

I've gone through the SOGA route on an already accepted item and received a full refund with their assistance.

The full refund would be a goodwill gesture, not part of your rights under SOGA. I'm not saying JL will not offer a refund, they are one of the better retailers, but they are not legally obliged to

shaun_from_Africa

derrick wrote: »

It's still 6 days, the F/F doesn't stop for 2 days!

I am fed up with these "working days", this is a 24/7 culture and as such "working days" should be outlawed! You still expect gas, phone, electric, supermarkets etc to "work" so lets stop saying "working days " and begin with the bl***y banks that won't paying interest over a weekend if you have a cheque deposit or a transfer on a Friday!

Meanwhile, back in the world of reality, many businesses don't work 24/7 and if all service related companies were forced to do this, who do you think would end up paying for extra staff and associated costs for this?

derrick

neilmcl wrote: »

I take it you work 7 days a week then without breaks etc.

Who mentioned "without breaks"? Ever heard of shifts?

I have on a couple of occasions worked 36 hours straight, but with breaks like most workers would.
I take it you would be OK if you water, gas, electric, phone etc went off at the weekend? No I didn't think so, but it is OK for banks to do so!

Also my post was mainly aimed at banks which are mostly automated.

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