Argos not honouring warranty

andylong42

Hi,

I bought a Denon bluetooth speaker from Argos in April 2015 which has now failed. I checked on the Denon website and it states that there is a 2-year warranty, however you must deal with the reseller for this. I took this back to Argos, but was told they only offer a 1 year warranty so they are not prepared to deal with it. I have called Denon and they have again reiterated that I need to speak to the reseller.

The store also said they are not prepared to look into this further as I dont have my original paper receipt. I called customer services who traced the purchase from my credit card number within 30 seconds so surely this plus my credit card statement is enough for proof of purchase.

Where do I stand on the warranty with the manufacturer and reseller giving contrary information?

bod1467

How much are we talking about in respect of purchase price?

Any warranty is subject to the terms applied. One such term is that it must be handled through the reseller (Argos in this case).

As the warranty was part of the sale then Argos are technically in breach of contract. However whether this is worth pursuing depends on the original price, as this will determine what avenues are open to you.

andylong42

Hi, it was £90.00 which in my opinion is probably worth pursuing.

wealdroam

andylong42 wrote: »

Hi, it was £90.00 which in my opinion is probably worth pursuing.

You are right. It probably is worth pursuing.

If the price paid was over £100 you could've sought a remedy from your credit card issuer under Section 75 of The Consumer Credit Act.

Have you yet read MSE's Consumer Rights article or their How to Complain guide?

In there you will see that you have a statutory right to seek a remedy from the seller for up to six years following a sale. You may need to show that the problem is due to an inherent fault though.

bris

As you are treating this as a warranty issue then Argos are right, they only offer 1 year unless you have some proof they actually offered you 2.


As you said you had to check the Denon Website to see they offer a 2 year warranty but that does not mean Argos have to, they only have to comply with the SOGA. Denon themselves offer the 2 years when purchased from them.


It's very unusual for a company to ask the reseller to deal with warranty issues because they are the ones who usually under write warranty issues, for me Denon are the ones refusing to honour their warranty. They can't make a reseller honour it for them unless the specifically say they will.


This leaves you to go down the SOGA route, and all that entails.

Fosterdog

I've dealt with Denon previously as a retailer and they will only deal with the retailer, it is an unusual setup but they don't like to get involved in retailer/customer arguments and they do generally have agreements in place with authorised resellers on the process for dealing with them.

unforeseen

Warranty terms are pretty clear

DENON issues its manufacturer's warranty extending to 2 years through an authorised dealer. Your dealer is responsible for fulfilling the warranty and is also your point of contact.

The warranty period will commence upon the date of sale of the product to the end user. A purchase receipt must be submitted as proof of this and handed over to your dealer

So Argos deal with the warranty side BUT finding the purchase on the Argos system is insufficient to meet the terms of the warranty, you need the actual receipt

Which now means that any recourse can only be through SOGA