How do I return an item out of warranty?

Dangermouse64232

I purchased a wardrobe from argos in April 2013. There are two drawers which collapsed and were not able to hold clothes. I reported this to argos in feb2014 and they sent me some replacement drawer bottoms and backs. Having replaced these, the drawers are still broken and the runners now don't work as we had to dismantle these to try to fix the drawers. I emailed asking for a repair, replacement or refund and they today said as it's out of warranty, they cannot help me. I said when I first logged the faulty drawers, it was in warranty but they are not wiling to help. They said I would need to get a carpenters report done, at my cost, to confirm it cannot be repaired. But, I would expect a wardrobe to last longer than it has. Can anyone guide me please? I have asked for a manager to call me back but they were adamant they won't help as it's out of warranty. Thank-you

powerful_Rogue

Dangermouse64232 wrote: »

I purchased a wardrobe from argos in April 2013. There are two drawers which collapsed and were not able to hold clothes. I reported this to argos in feb2014 and they sent me some replacement drawer bottoms and backs. Having replaced these, the drawers are still broken and the runners now don't work as we had to dismantle these to try to fix the drawers. I emailed asking for a repair, replacement or refund and they today said as it's out of warranty, they cannot help me. I said when I first logged the faulty drawers, it was in warranty but they are not wiling to help. They said I would need to get a carpenters report done, at my cost, to confirm it cannot be repaired. But, I would expect a wardrobe to last longer than it has. Can anyone guide me please? I have asked for a manager to call me back but they were adamant they won't help as it's out of warranty. Thank-you

Argos are correct. As its over 6 months old, the onus is on you to prove it was inherently faulty when you purchased it.

As such, you would need to get an independent report carried out stating this. You can then claim back the cost of the report from Argos if it is deemed to be inherently faulty.

Newbold

powerful_Rogue wrote: »

Argos are correct. As its over 6 months old, the onus is on you to prove it was inherently faulty when you purchased it.

As such, you would need to get an independent report carried out stating this. You can then claim back the cost of the report from Argos if it is deemed to be inherently faulty.

I'd disagree. The Argos FAQ state that:

If you've had the product for up to 1 year, we'll repair the product or, if that's not possible, give you a replacement or, if that's not possible, a refund.

You reported the problem to them within a year, in February. They attempted to resolve the problem by providing you with replacement drawer bottoms and backs.

That did not resolve the problem, so it still falls to Argos to provide a satisfactory repair (one that works), a replacement wardrobe or a refund.

Email the MD (john.walden@argos.co.uk), explain that the terms of the warranty are not being met, and I'll be very surprised if you don't get the matter satisfactorily resolved.

daytona0

Newbold wrote: »

I'd disagree. The Argos FAQ state that:

If you've had the product for up to 1 year, we'll repair the product or, if that's not possible, give you a replacement or, if that's not possible, a refund.

You reported the problem to them within a year, in February. They attempted to resolve the problem by providing you with replacement drawer bottoms and backs.

That did not resolve the problem, so it still falls to Argos to provide a satisfactory repair (one that works), a replacement wardrobe or a refund.

Email the MD (john.walden@argos.co.uk), explain that the terms of the warranty are not being met, and I'll be very surprised if you don't get the matter satisfactorily resolved.

The "as we had to dismantle these to try to fix the drawers" bit worries me a bit though because that could void the warranty.

This smells quite fishy to be honest and I can't blame Argos for trying to get the customer to make a SOGA return instead of through the warranty. Whether they can legally refuse to refund, repair or replace under the warranty for the replacement item is the debatable issue.

unholyangel

Newbold wrote: »

I'd disagree. The Argos FAQ state that:

If you've had the product for up to 1 year, we'll repair the product or, if that's not possible, give you a replacement or, if that's not possible, a refund.

You reported the problem to them within a year, in February. They attempted to resolve the problem by providing you with replacement drawer bottoms and backs.

That did not resolve the problem, so it still falls to Argos to provide a satisfactory repair (one that works), a replacement wardrobe or a refund.

Email the MD (john.walden@argos.co.uk), explain that the terms of the warranty are not being met, and I'll be very surprised if you don't get the matter satisfactorily resolved.

But argos dont state "if you report the problem within a year", they state "if you've had the product for up to 1 year" - the two do not mean the same thing.

Warranties are in addition to statutory rights so they can make any cut offs they like (providing it doesnt breach unfair terms/trading legislation).

Yes they may provide a goodwill gesture, but theres no entitlement to that. There is however an entitlement to statutory rights.

Zandoni

powerful_Rogue wrote: »

Argos are correct. As its over 6 months old, the onus is on you to prove it was inherently faulty when you purchased it.

As such, you would need to get an independent report carried out stating this. You can then claim back the cost of the report from Argos if it is deemed to be inherently faulty.

Not at all, Argos offer a one year warranty so why go down the SOGA route.


OP I'd have a chat with the Argos Head Office and try to speak to a senior person.

powerful_Rogue

Zandoni wrote: »

Not at all, Argos offer a one year warranty so why go down the SOGA route.


OP I'd have a chat with the Argos Head Office and try to speak to a senior person.

But the OP is outside of that one year warranty.

Zandoni

powerful_Rogue wrote: »

But the OP is outside of that one year warranty.

But they are arguing that they had already spoken to them during the warranty period. Although over a year old now Argos may sort it out if the OP speaks to the right person.