Nightmare with Very.co.uk faulty return

shell820810

I bought a nook glo last year.


I paid £49 for it, plus £13 for additional cover plus £3.95 postage. There was a £20 off promotional code for new accounts, which they refunded at the time. Total paid £45.95.


I ONLY purchased because of the £20 account credit.


The item became faulty this year within the manufacturers 12 month warranty. It was returned to Very for replacement. They said they had to refund the original and charge for the replacement. I assume it would be a net transaction of zero.


However, they are refunding me £42 - what I paid last time, less the postage charge.


And have charged me £49 for the replacement. Effectively, I have lost the opening account promotion because the item has become faulty. The customer services team is atrocious, all India based, and don't understand my issue.


Any suggestions.


I am at the point of just returning the replacement, but it has gone beyond the 28 days because of the whole saga of trying to sort out the payment issue.

vuvuzela

shell820810 wrote: »

I bought a nook glo last year.

I paid £49 for it, plus £13 for additional cover plus £3.95 postage. There was a £20 off promotional code for new accounts, which they refunded at the time. Total paid £45.95.

I ONLY purchased because of the £20 account credit.

The item became faulty this year within the manufacturers 12 month warranty. It was returned to Very for replacement. They said they had to refund the original and charge for the replacement. I assume it would be a net transaction of zero.

However, they are refunding me £42 - what I paid last time, less the postage charge.

And have charged me £49 for the replacement. Effectively, I have lost the opening account promotion because the item has become faulty. The customer services team is atrocious, all India based, and don't understand my issue.

Any suggestions.

I am at the point of just returning the replacement, but it has gone beyond the 28 days because of the whole saga of trying to sort out the payment issue.

Not sure I understand your issue either, the way you've put it is a bit convoluted. So what you seem to be saying is that for the bit less than a year you owned the first Nook, you effectively paid 7 quid and now have a new one for a cost of £49 ?

What was the 'additional cover' for ?
Why do you feel you have 'lost the promotion' - you said you got it refunded ?

shell820810

I originally paid £45ish (after discount) for a nook and 2 years of accidental cover. The nook was faulty (not claiming off the accidental cover, just the manufacturers 12 month cover). I now have to pay £7 to get the nook replaced and no longer have accidental cover.


So I am down £7 for replacing the nook, plus have no accidental cover that I paid £13 for (there would have been a year left on it, but they cancelled it, it couldn't be transferred over to the new item).


They are effectively removing the promotional discount I got for opening the credit account.

stevemLS

I'm afraid if you have "nightmares" over £7/13 you lead a very sheltered life.

shell820810

stevemLS wrote: »

I'm afraid if you have "nightmares" over £7/13 you lead a very sheltered life.

Very constructive,thanks. Glad you took the time out of your perfect life to help.

Doesn't matter if it's £7 or £700 the principle is the same.

daytona0

shell820810 wrote: »

Very constructive,thanks. Glad you took the time out of your perfect life to help.

Doesn't matter if it's £7 or £700 the principle is the same.

That's not true, you can work for an hour and recoup about 7 quid in most jobs but in the same job you'd need to work for 100 hours to recoup 700 (not even counting tax). Whilst we can't allow people to take us for mugs, the so called "principle' has resulted in many fruitless (or fruitfull) endeavors which consume too much time - most often more time than what is necessary to recoup the losses in overtime at work.


1. Why should they refund you postage costs? That was paid purely to get the item from them to you and this was adequately done

2. What were the terms and conditions of the credit note? One use only, not exchanged for cash? They may be able to legitimatrely "effectively remove the promotional discount"


3. You should ask them to extend the accidental cover as a goodwill gesture

4. GENERALLY if you go back to the seller stating that an item is faulty then they will resolve under SOGA and not the warranty. Consequently, they can choose whether to repair, replace or partially refund. On this occasion you've received a partial refund (which takes into account usage, optional extras and possible promotions which have T's and C's). It sounds like they've done a SOGA return and then you've re-bought it. Probably should have approached the manufacturer first I reckon


So basically, whilst your post is hard to follow (and would be a nightmare for the indians), I reckon you should probably be looking at either;

- Getting your cover extended as a goodwill gesture

- Getting a 5 pound credit note as a goodwill gesture

- Doing 1 hour overtime in work to cover the amount you are out of pocket by