Faulty item return - postage costs

PL800

In July this year I purchased two LED lightbulbs from an online retailer, I received them, and they worked fine, until yesterday one of them stopped working - I've tested the bulb in another fitting and it still doesn't work, and it's not a fault with my fitting.

I emailed the company who sent me a template email stating that I have to post the faulty item to them - tracked, they will test it and, if needed send a replacement. However, if it works, they'll send it back to me at a cost of £4.95.

What frustrates me is that I have to pay the postage costs for sending the faulty item, which I think is wrong.

I know it's over 30 days and it's hardly a big value item, but there is a fault with an item they sold to me.

I would just like a refund for both bulbs, as I don't have much faith in the other bulb working much longer - and send them back at their expense - and go to a local retailer who can supply a better product and service!

wealdroam

PL800 wrote: »

In July this year I purchased two LED lightbulbs from an online retailer, I received them, and they worked fine, until yesterday one of them stopped working - I've tested the bulb in another fitting and it still doesn't work, and it's not a fault with my fitting.

I emailed the company who sent me a template email stating that I have to post the faulty item to them - tracked, they will test it and, if needed send a replacement. However, if it works, they'll send it back to me at a cost of £4.95.

What frustrates me is that I have to pay the postage costs for sending the faulty item, which I think is wrong.

I know it's over 30 days and it's hardly a big value item, but there is a fault with an item they sold to me.

I would just like a refund for both bulbs, as I don't have much faith in the other bulb working much longer - and send them back at their expense - and go to a local retailer who can supply a better product and service!

You need an assurance from them that if they find that the bulb is inherently faulty then they will replace it and refund all costs.

They are entitled to inspect the bulb of course.

stork_2

Invite them to watch you, over Skype, put the bulb into a socket and see whether it works.

d123

stork wrote: »

Invite them to watch you, over Skype, put the bulb into a socket and see whether it works.

How would that prove to the company that the bulb they supplied has failed?

stork_2

Because if it comes on when fed with power, then it works. And if it doesn't, it has failed. A non-faulty bulb in the same socket will demonstrate that the socket works OK.

wealdroam

stork wrote: »

Because if it comes on when fed with power, then it works. And if it doesn't, it has failed. A non-faulty bulb in the same socket will demonstrate that the socket works OK.

But that test doesn't determine why the bulb didn't light.

If, for example, the bulb has been bounced down the stairs and now does not work, then that is not a fault that the seller should be expected to supply a remedy for.

d123

stork wrote: »

Because if it comes on when fed with power, then it works. And if it doesn't, it has failed. A non-faulty bulb in the same socket will demonstrate that the socket works OK.

You haven't answered the question I posed, how does plugging a light bulb in prove it is the lightbulb supplied?

The company will obviously need to check it is the same bulb, and what is wrong with it.

stork_2

Indeed, but how does returning a bulb prove that you are returning the bulb which was supplied? I'd be surprised if every bulb had a unique serial number tracked by the seller. In any case, any of that sort of information could be communicated by sending photos or over a video call.

It's true that the test wouldn't prove the cause of the failure. However, unless the customer's story really doesn't stack up, I'd think it more likely that the bulb is just faulty (having failed within a relatively short time after purchase).

Of course the seller is entitled to seek to discharge the burden of proof on them, as to whether the item had an inherent fault when supplied, but for the sake of a few pounds they could buy themselves a long-term customer and some word-of-mouth recommendations.

I recently bought a 5ft fluorescent tube from an internet supplier. It arrived smashed, the courier clearly having rested it at an angle and then dropped something on it. The supplier just sent out a replacement straight away, without even asking to see photos. I'd buy from them again.

I had a number of spiral CFL's in my lounge, and one of them failed -- after some time but still prematurely. The manufacturer, with whom I didn't have a contract, and against whom I had no claim in law, simply sent a replacement (3 in fact). I'd buy their lamps again.

PL800

Thanks for the replies so far. I've been away for a few days so haven't been to go on here.

I emailed the company the other day asking about postage refunds, and - no surprise - they haven't replied. Can't get hold of them on the phone.

As the previous poster has said; if they provided me with a better customer service then I would buy from them again and even recommend them!