Faulty goods advice please

JustRachB

Hi,


I purchased online a tumble dryer from AO.com on Friday (7th Nov), it was delivered on the 8th and I went to turn it on today (9th) and it doesn't work. I have double checked with the instructions that installed it correctly and that I am using the programmes correctly but still no luck. I have spoken to the manufacturer Beko to explain my problem and I was told that I could have a replacement, given a reference number and told to contact AO.com and they would replace the machine. I rang AO.com explained the problem so far and gave them the reference number. They contacted Beko whilst I was on the phone but Beko wouldn't discuss the case with them so they transferred me through. When I spoke to Jake at Beko he told me that there had been an error and they would not replace my dryer as they don't replace for AO.com only repair. Now in my mind I have a faulty product that hasn't even been used and the only solution AO.com and Beko will help with is a repair, which I feel isn't good enough. It's not like I have had the dyer for 2 months and it has stopped working, it never worked full stop. I am now having to wait for an engineer to contact me to come out to see if the dryer is faulty (which it is!!! )


So any advice on where I stand now please? I am so disgusted with the customer service or lack of customer service I have received from both Beko and AO.com I just want my money back

unholyangel

Go back to AO and tell them you are rejecting the goods as they do not conform to contract.

You can't force them to replace - but since its been such a short time, you can demand a refund rather than a repair.

JustRachB

unholyangel wrote: »

Go back to AO and tell them you are rejecting the goods as they do not conform to contract.

You can't force them to replace - but since its been such a short time, you can demand a refund rather than a repair.

I have told them that the dryer is not fit for purpose but they came back with that that can not be confirmed until an engineer has said that it is faulty. I have also to my credit card company and the transaction doesn't come in to effect until tomorrow, so I will be contacting them tomorrow to put in to dispute.


I am so mad, I spent 15 years in retail and understand how hard customer service can be but the people have spoken to today have really taken the biscuit


*rant over*

unholyangel

JustRachB wrote: »

I have told them that the dryer is not fit for purpose but they came back with that that can not be confirmed until an engineer has said that it is faulty. I have also to my credit card company and the transaction doesn't come in to effect until tomorrow, so I will be contacting them tomorrow to put in to dispute.


I am so mad, I spent 15 years in retail and understand how hard customer service can be but the people have spoken to today have really taken the biscuit


*rant over*

So when are they sending out an engineer to confirm its faulty?

JustRachB

unholyangel wrote: »

So when are they sending out an engineer to confirm its faulty?

An engineer will contact me within 24 working hours. If this dryer is deemed faulty I WILL be having a refund and never using Beko or AO.com.


Thanks for listening to me vent

neilmcl

JustRachB wrote: »

An engineer will contact me within 24 working hours. If this dryer is deemed faulty I WILL be having a refund and never using Beko or AO.com.


Thanks for listening to me vent

I'm not sure that AO.com have done anything wrong. They are entitled to make sure a fault exists before remedying the situation, for all they know it may be a case of user error. IF it is faulty then you rightly have a claim for refund and/or replacement but I don't see many other retailers or manufacturers for that matter behaving in other way.

unholyangel

neilmcl wrote: »

I'm not sure that AO.com have done anything wrong. They are entitled to make sure a fault exists before remedying the situation, for all they know it may be a case of user error. IF it is faulty then you rightly have a claim for refund and/or replacement but I don't see many other retailers or manufacturers for that matter behaving in other way.

I might be wrong but i'm sure OP said AO were only offering a repair.

neilmcl

unholyangel wrote: »

I might be wrong but i'm sure OP said AO were only offering a repair.

I think it was Beko that were saying they would only repair. I don't think the OP has specified either way what remedy AO will offer other than they want to arrange for an engineer visit first.