Very Refund Laptop

shakeitright

The reference number you refer to would be a fault number.Very have a right to examine goods that the customer states are faulty,to speed this process up,Very ask you to ring the manufacturer,explain the fault to them,if the manufacturer cannot resolve the fault,they will issue a fault/return number,this is then used to return the laptop to Very,this was my experience of the process.This hasnt been done in your case so I would presume Very would return the laptop to Acer for inspection.

You need to determine where the laptop is and if Very have it what are they going to do with it.

If Very have outsourced their call centres as Littlewoods have,then my experience is that they try to get you off the phone s quickly as possible.

Try emailing them,ask them to investigate and inform you what is happening and find all paperwork you have relating to this transaction,you will need it if it ends up in court.

JimmyTheWig

andywandy wrote: »

whenI first rang them (2 weeks ish) ago they told me they would not process a refund unless I provided them with a refference number from the supplier
...
In the end they told me to send it back.

Either they were mistaken one of these times or their rule is that the customer should get a number from the supplier but if they can't then they can return the item.
It doesn't really matter. The point is that you've returned it now and they need to deal with it.

Will the phone records saying they have recieved it and a refund will be back in my account within 14 days be sufficient for court?

This would add to the evidence, along with the post office tracking number, that they received it. But who knows whether it will be sufficient.
Also, who knows whether they still have the phone records. If it's not in their interest to keep them then I can imagine they might get rid of them.

Also I am relying on the phone calls as I quoted the post office track and trace number to them over the phone. But currently need to root through my stuff to find the reciept.

Again, lets hope that they've still got the recordings and will give them to you.

However I have a credit card statement showing I posted it

No, you have a credit card statement saying that you bought something in the post office on that day. Doesn't say it was for postage, let alone what you sent where.

after emailing what should be next steps be?

Wait for them to reply.

In the meantime, get on with your life as best you can.

andywandy

Hi guys follow up, still no refund from very.

I have live chat conversation and phone calls recorded with very, indicating that they have the item, however they are unable to process a refund as I do not have the tracking number. what should I do? surely this is illegal. They have outright tell me they have the item however now when I ring them they refuse the refund as 'their system does not allow it without the tracking number'???

how can I make them refund, as they have the item.. I've sent letters and emails and they fail tor esolve the issue or investigate it, they should listen to the phone calls, admit they have the laptop and pay,(or leave the live chat) but they are unable to do these things.

Please help.

neilmcl

Time for an LBA followed by small claims.

andywandy

i'm kind of poor (i'm a student) how much will court cost me, i'm really stressed out, i've spent 32 hours (literally) on the phone to them. I feel there is no hope when their team are 'unable to listen to phone calls previously made'... is it better to go to the omburdsman or small claims? I need my refund so I can get another laptop (not from Very)

andywandy

Will the judge listen to the phone calls where Very tell me it's their fault and read the live chat in which very say the item was returned (albeit on different days everytime somehow?) ie they tell me it was returned on the 31st march, then it becomes the 2nd april etc. I went on live chat the other day and they told me it was received on the 13th may... I assume all the phone calls and live chat will be a straight forward case for court. Is it likely Very will pay up when they get the LBA?

andywandy

also, this is going to sound stupid but very have in the past admitted they have the item but can not refund even because their system does not allow it without the tracking number. If I go to court and win, will they be able to refund me or will I have to instruct court bailiffs.

bod1467

Keep it simple ... Have you sent them a Letter Before Action first? (Companies will often respond positively to such a formal letter to avoid the possible expense of court action).

andywandy

letter before action sent, I gave them 14 days. What do I do now? (other than wait) I have copied the phone calls to a usb stick and copied the live chat to a usb stick.

on one phone call the staff member admitted they had the laptop but could not refund until I give them the tracking number.

An email from very states they will refund me, yet this has not happened.

a live chat says they received the laptop.

any other evidence I will need?

I have several more phone calls with them.

wealdroam

andywandy wrote: »

What do I do now?

Start reading about what you need to do when they don't respond as you would wish.

Start here: MSE's Small Claims Court guide.

Hopefully you won't need it but best be prepared.