Faulty item + repair = What's the 'reasonable' amount of time?

bleachershane

On Black Friday last November I bought a Marantz amplifier from Richer Sounds for £200.

Although it was barely used, within three months it had failed with no sound output.

I returned it to the store I purchased it from on Sunday 26th February, the unit for tested by the assistant who agreed there was a fault and that they would have to send it away for repair. I understood this is standard procedure by consumer laws and that I would not be able to receive a refund, and I was happy to give them the chance to repair the amplifier.

It's now over four 4 weeks later and in that time the only contact I've had was when I called up for an update and was told they would get in touch with the service centre, they got back to me to say they were still waiting for parts.

I've been without my unit for over a month, and having not hassled them about it, I'm now wondering what the 'reasonable' amount of time is that I am meant to allow the retailer to rectify the issue? 'Reasonable length of time' is such a vague statement when it comes to consumer laws. Where do I stand?

DoaM

What do you use it for? Is there a specific activity that you've not been able to enjoy whilst the amp has been away? (Detail may help with what is reasonable).

Whilst I don't think the legislation defines "reasonable", it does mention 30 days in a few places with respect to consumer contracts ... so it would be reasonable to use 30 days as the definition - IMHO.

bleachershane

DoaM wrote: »

What do you use it for? Is there a specific activity that you've not been able to enjoy whilst the amp has been away? (Detail may help with what is reasonable).

Whilst I don't think the legislation defines "reasonable", it does mention 30 days in a few places with respect to consumer contracts ... so it would be reasonable to use 30 days as the definition - IMHO.

Well, the only activity that I haven't been able to enjoy is the sole purpose of the amplifier, to listen to music, films and television through it!

As it was only three months old, and as the assistant stated, he'd never seen a return in as good condition with all the packaging and accessories, it's getting a little annoying that I have lost a full month's use of the item I paid for. I believe I've given them enough time to rectify the issue but wasn't sure what my next step would be.

wealdroam

bleachershane wrote: »

Well, the only activity that I haven't been able to enjoy is the sole purpose of the amplifier, to listen to music, films and television through it!

As it was only three months old, and as the assistant stated, he'd never seen a return in as good condition with all the packaging and accessories, it's getting a little annoying that I have lost a full month's use of the item I paid for. I believe I've given them enough time to rectify the issue but wasn't sure what my next step would be.

Then take them to court stating that they have not carried out the repair "within a reasonable time and without significant inconvenience". That's from Section 23 of The Consumer Rights Act.

You will of course need to show that you have suffered a loss due to their actions, and be able to quantify that loss.

That same section of the CRA goes on to tell us:

(5) Any question as to what is a reasonable time or significant inconvenience is to be determined taking account of—

(a) the nature of the goods, and

(b) the purpose for which the goods were acquired.

naedanger

bleachershane wrote: »

On Black Friday last November I bought a Marantz amplifier from Richer Sounds for £200.

Although it was barely used, within three months it had failed with no sound output.

I returned it to the store I purchased it from on Sunday 26th February, the unit for tested by the assistant who agreed there was a fault and that they would have to send it away for repair. I understood this is standard procedure by consumer laws and that I would not be able to receive a refund, and I was happy to give them the chance to repair the amplifier.

It's now over four 4 weeks later and in that time the only contact I've had was when I called up for an update and was told they would get in touch with the service centre, they got back to me to say they were still waiting for parts.

I've been without my unit for over a month, and having not hassled them about it, I'm now wondering what the 'reasonable' amount of time is that I am meant to allow the retailer to rectify the issue? 'Reasonable length of time' is such a vague statement when it comes to consumer laws. Where do I stand?

I suggest you speak to Richer Sounds. I have never used them myself but gather they have a good reputation. I suspect they will agree that you have been waiting more than a reasonable amount of time. I suggest you ask that they provide a full refund if they cannot get a repair/replacement to you within the next [7?] days. (If they don't agree then ask them what they think is a reasonable amount of time.)

Richer_Sounds_Company_Representative

bleachershane wrote: »

On Black Friday last November I bought a Marantz amplifier from Richer Sounds for £200.

Although it was barely used, within three months it had failed with no sound output.

I returned it to the store I purchased it from on Sunday 26th February, the unit for tested by the assistant who agreed there was a fault and that they would have to send it away for repair. I understood this is standard procedure by consumer laws and that I would not be able to receive a refund, and I was happy to give them the chance to repair the amplifier.

It's now over four 4 weeks later and in that time the only contact I've had was when I called up for an update and was told they would get in touch with the service centre, they got back to me to say they were still waiting for parts.

I've been without my unit for over a month, and having not hassled them about it, I'm now wondering what the 'reasonable' amount of time is that I am meant to allow the retailer to rectify the issue? 'Reasonable length of time' is such a vague statement when it comes to consumer laws. Where do I stand?

Hi there,

I was sorry to read your thread, and of the delay you’ve experienced with the repair of your amplifier.

Indeed, our customer service is our top priority and it’s therefore concerning to hear of any customer who isn’t completely satisfied! So that I may investigate further, and resolve things to your satisfaction, please would you e-mail me with your repair and contact details?

John.p.clayton@richersounds.com

Once again, I offer my apologies, I look forward to hearing from you soon.

Many Thanks

John Clayton
Operations Director
Richer Sounds

McKneff

Cant fault the service from Richer Sounds. We have been customers for years
They have a good reputation which is well deserved