Argos complaint - tablet with cracked screen

vini_1983

I bought a tablet from Argos store. This tablet was a gift for someone and that person opened the gift on after weeks when he arrived. After charging the tablet still with the packaging we found there was a diagonal line on the screen. After removing the screen cover we found it was actually a deep line(not external crack) and kind of a internal crack line on the screen. By tapping on the screen I found it is not at all responsive and hence decided to take it to store.

First of all store managers didn't agree to understand this was not a physical damage. They were completely unhelpful and gave me a number to call. I called up the customer service number and that experience was even worse as the person on call was very rude and didn't agree to listen to my full situation. I asked him about his manager or the process to complain and he sarcastically kept on saying I should try the argos tech support as they seem to be more helpful to me. He even spoke rudely to me by telling argos is a huge company and I should know that!!! I should not be wasting their time.

I asked about the complaint procedure and he didn't helped me with that also. He asked me to get a reference number from argos support, which I called again. It was a vicious cycle where one part of argos is not ready to speak to other part and I as a customer has to run around all this. Finally the tech support has raised a complaint(I am not sure of the reference number as they didn't provided me).

So despite notifying the store in person, on phone to customer services, tech support with valid receipt and within 30 days(if that matters) with all original packaging and box it was felt like I am the culprit and have done something wrong by wasting your people's time. There was not even a courteous ask by anyone to look at the tablet if it is working or not and can any other option be suggested. Everyone just passed the buck to someone else who was worse than earlier.

They were all hell bent on proving that the damage was done by myself Are they expecting all people to open the devices in store itself and test it before taking it out and isn't that peace of mind I try to get by buying regularly from a reputed company like Argos so that I don't have to worry about quality of product and after sales service?

Now after complaining via resolver their customer service is also saying they cant revert the decision of their store - They trust everyone except the actual customer

DoaM

How much was it and how did you pay? If card, what type? Do you still have the receipt?

How long ago was the purchase made?

wealdroam

Did you mean to post this on The Praise, Vent & Warnings board?

DoaM

I think the OP is indirectly asking for help whilst not actually asking a question.

vini_1983

Hi - it was for £129, I paid by amex around £20 and remaining by a love2shop voucher. I still have the receipt and it was bought on 4th feb 2017

DoaM wrote: »

How much was it and how did you pay? If card, what type? Do you still have the receipt?

How long ago was the purchase made?

vini_1983

Sorry I forgot to mention clearly, I wanted help as what are my rights because I am complaining to argos and willing to take it to the highest level especially with the kind of conversation I have had - they are trying to prove me as liar instead of trying to help.

wealdroam wrote: »

Did you mean to post this on The Praise, Vent & Warnings board?

bris

Sorry but why didn't you report it on the 4th February when you got it?


4 weeks later it looks like accidental damage and that's the way they will treat it.

marliepanda

You can crack the inside of a screen through impact or pressure without cracking the outside (the same way you used to be able to damage LCD screen and have a leak)

vini_1983

Hi as mentioned in the initial post, it was a gift for someone who was out of country. That person returned 2 days back and we opened it immediately and informed them. Even if I ignore that reason, If I understand correctly there is always a 30 day period for faulty goods, so how does it matter if I am returning after 2 days or on 29th day. Am I not within my right of highlighting a fault within 30 days and how can they prove it is a accidental damage

bris wrote: »

Sorry but why didn't you report it on the 4th February when you got it?


4 weeks later it looks like accidental damage and that's the way they will treat it.

DoaM

bris wrote: »

Sorry but why didn't you report it on the 4th February when you got it?

OP naively thought Argos would be selling goods that would be as described and of reasonable quality. As OP bought it as a gift then OP didn't think it necessary to open it all up and inspect it. No doubt OP will remember to do so in future ... however your comment provides no help whatsoever to OP's current situation.

OP ... Amex is a charge card rather than a credit card so I don't think you'd have Section 75 protection.

Regardless, within 6 months of purchase then any fault is presumed to be inherent and the seller must prove otherwise. (Simply saying so isn't proof). You could send them a Letter Before Action (templates all of the Internet) that advises Argos that you'll seek a remedy through the County Court (small claims) if they don't deal with your complaint (provide a repair, replacement or full refund).

TadleyBaggie

DoaM wrote: »

OP ... Amex is a charge card rather than a credit card so I don't think you'd have Section 75 protection.

30 years ago maybe, nowadays most Amex cards are credit cards.