Item fauly on delivery but supplier wants me to get a manufacturer fault ref?

hoggums

Hi,

Hoping some of you can give advice here.

Bought an electronic device online from a well known company, it was delivered quickly- but the transformer in it is buzzing loudly - seems obvious to me it's a fault - so I want to send it back to the supplier for an exchange.

However this company is refusing to give me a returns number until I supply them with a manufacturers fault reference number.

Personally I take issue with this because I've only used the device for 15 mins and put it back in the box - so I have not registered the warranty, therefore I can't get a ref number anyway (not to mention the fact I've no idea how to get one). I just want to send it back and get a replacement.

I'm just wondering where I stand legally on this? Is the said supplier in it's rights forcing me to do this or do I have the right to tell them no? My concern is that they'll then send it off to get fixed and I'll have to wait weeks for it.

I assume my other option is to reject the device which I'm prepared to do but it would be so much easier if they'd just send me a damn replacement!

Your help and advice greatly appreciated.

hoggums

Item was bought just over a week ago, but I first contacted the company within 4 days of purchase.

powerful_Rogue

What's the name of the retailer?

hoggums

Is that important? It's a big and very well known company. I don't want to slander them as I realise I'm probably talking to a support agent who is following instructions and possibly doesn't fully understand my rights (or perhaps they do!).

I would just like some cliarification on what my rights are in this case.

powerful_Rogue

hoggums wrote: »

Is that important? It's a big and very well known company. I don't want to slander them as I realise I'm probably talking to a support agent who is following instructions and possibly doesn't fully understand my rights (or perhaps they do!).

I would just like some cliarification on what my rights are in this case.

Normally helps to know who the retailer is so we can check their T&C's or know from other issues members have had.

Not slander if you're telling the truth. No reason to be afraid to post who it is.

theonlywayisup

Naming the retailer won't do anything other than let people here offer help.

powerful_Rogue

Im going to take a punt and say Ebuyer.

wealdroam

OP, during the first thirty days following the purchase you have the statutory right to reject the thing for a full refund if it doesn't conform to contract.
The only problem with that is that you need to prove that lack of conformity, although that shouldn't be too difficult in your case. One way of doing that might be to ring the manufacturer and get a fault reference number.

theonlywayisup

To add to the above, we can only assume both you and the retailer are in the UK. So, you see it helps to give the company name.

bris

OP the retailer is within their rights to know the thing is really faulty and not just user error. Get the manufacturer to confirm the fault and get the refund.

hoggums

The shop name is bt.shop and the saga continues.

bt.shop had not provided any information on to where to get a fault reference number and eventually when I got the information from then I decided to phone the manufacturer to try to get this thing resolved.

The manufacturer told me they couldn't provide a RMA number because the purchase is less than 30 days old and I should be able to return the item to btshop without this. If it was over 30 days old then they would treat it as a warranty issue.

Interestingly the manufacturer also said they have had other customers from btshop asking for the same thing and have been turning them away.

So at the moment I'm going round in circles and awaiting bt.shop's response...