Returning faulty TV to Argos - refund

biggysmaller

I've bought a TV from Argos just over 6 months ago which has developed an intermittent fault.
I phoned the local Argos store and assumed I could just take in back and get a refund as I have done with many other faulty Argos products less than 12 months old over the years, however, the manager I spoke with insisted that I had to have an engineer look at it or bring it into the store but this will take up to 21 days to resolve!
I had the engineer come out and luckily the faulty was immediately obvious and a report which will be issued to Argos.

I want a full refund, and having read the following terms on the Argos website it appears I got a manager who was not using their discretion and insisted on an engineer report.

If you’ve had it for over 30 days but less than 1 year:

We’ll assess what’s wrong and then we’ll usually:

arrange a free repair
or send round an engineer
or offer you a refund

Question: once the engineer's report is on their system will I be entitled to ask for a full refund?I do not want an exchange as I have seen a TV elsewhere.

Any similar experiences?

Fosterdog

biggysmaller wrote: »

I've bought a TV from Argos just over 6 months ago which has developed an intermittent fault.
I phoned the local Argos store and assumed I could just take in back and get a refund as I have done with many other faulty Argos products less than 12 months old over the years, however, the manager I spoke with insisted that I had to have an engineer look at it or bring it into the store but this will take up to 21 days to resolve!
I had the engineer come out and luckily the faulty was immediately obvious and a report which will be issued to Argos.

I want a full refund, and having read the following terms on the Argos website it appears I got a manager who was not using their discretion and insisted on an engineer report.

If you’ve had it for over 30 days but less than 1 year:

We’ll assess what’s wrong and then we’ll usually:

arrange a free repair
or send round an engineer
or offer you a refund

Question: once the engineer's report is on their system will I be entitled to ask for a full refund?I do not want an exchange as I have seen a TV elsewhere.

Any similar experiences?

Even with the report they are still entitled to get it repaired or offer a replacement rather than refund if they choose. Also any refund can be reduced to allow for the use you’ve already had of the TV.

Sarastro

I think the best you can hope for is a partial refund. You've had it for over 6 months; it doesn't seem fair that you get that for free.
Have you tried going directly to the manufacturer? If it is less than a year old, it should be covered by their warranty and they might offer you a better option.

biggysmaller

A partial refund, no way!
I definitely want a full refund - Argos are usually really good with refunds.
Has anyone a similar experience?

Fosterdog

biggysmaller wrote: »

The engineer implied it wasn't cost effective to have it repaired.
I definitely want a full refund - Argos are usually really good with refunds.
Has anyone a similar experience?

What you want and what you are legally entitled to are two different things.

biggysmaller

But they advertise that they can offer a refund on products below 12 months of age.

I have never known Argos to offer a partial refund on anything I have returned. The TV was expensive and I think that after 6 months use, having broken down and become unrepairable, that a full refund is not unreasonable.

LilElvis

biggysmaller wrote: »

But they advertise that they can offer a refund on products below 12 months of age.

I have never known Argos to offer a partial refund on anything I have returned. The TV was expensive and I think that after 6 months use, having broken down and become unrepairable, that a full refund is not unreasonable.

You might think that. Others might think that. But its not what the law says they have to do. Be very pleasant and it might be what you achieve, but it isn't a cast-iron policy that Argos have (assuming you quoted it accurately). The word "usually" gives them every right to stick to the letter of the law.

BoGoF

Again, what you think and what you are legally entitled to are very different. What you want is a full refund as you have seen a similar model cheaper elsewhere. As you have been told Argos can either replace, repair or a partial refund. It seems you are in the habit of returning things....maybe they arw getting wise to you.....

biggysmaller

LilElvis wrote: »

You might think that. Others might think that. But it's not what the law says they have to do. Be very pleasant and it might be what you achieve, but it isn't a cast-iron policy that Argos have (assuming you quoted it accurately). The word "usually" gives them every right to stick to the letter of the law.

The manager seemed very reasonable, hovever, he explained that there had to be a procedure of a report before they could do anything in store. i think an exhange is a certainty from our conversation - I will have to use the charm offensive to persuade them for a refund. It's be the last time I buy an expensive item from them though.

Undervalued

biggysmaller wrote: »

The manager seemed very reasonable, hovever, he explained that there had to be a procedure of a report before they could do anything in store. i think an exhange is a certainty from our conversation - I will have to use the charm offensive to persuade them for a refund. It's be the last time I buy an expensive item from them though.

Certainly better than standing on "rights" you don't have!

LilElvis

biggysmaller wrote: »

The manager seemed very reasonable, hovever, he explained that there had to be a procedure of a report before they could do anything in store. i think an exhange is a certainty from our conversation - I will have to use the charm offensive to persuade them for a refund. It's be the last time I buy an expensive item from them though.

The manager does sound to have been very reasonable - he could have insisted that you arranged, and paid for, a report. Refund to you of the cost of the report would only have to be made if it showed that the TV was inherently faulty.

Other retailers might not have been as reasonable as Argos appear to have been.