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Retailer wants money up front before exchanging faulty item
Comments
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The credit card companies will insist that the same level of proof regarding fault has been sought.If a credit card was used to pay for the shower, this is an ideal time to make a s75 claim, as there is no way the credit card company is going to mess around sending it off for reports.0 -
shaun_from_Africa wrote: »Do you honestly think that any credit card company is simply going to hand over £100+ of their own money without any proof whatsoever that the item is actually faulty?
Yes, because I have done it a few times and to give some examples.
A £150 full refund for a mobile phone where the oleophobic coating had worn off in patches after 8 months. Paperwork sent off to Amex, credit on account, no need to send phone back.
A £250 partial refund on a four year old fridge freezer where the insulation had failed. Nationwide didn't want to collect the broken machine.
A £150 refund on a two year old computer monitor. Amex didn't want that one back either.
So yes, the credit card companies are quite prepared to issue refunds without requiring the goods back.The credit card companies will insist that the same level of proof regarding fault has been sought.
No they don't.
In all of those cases the retailers were being difficult (to be fair, the first had gone bust), and all Amex and Nationwide required was a form completed and sent to them before paying out.shaun_from_Africa wrote: »If it was this easy, there would be many people putting in S75 claims to get a bit of extra money when times were hard.
I am not sure of what your banks think of you, but perhaps Amex and Nationwide have a pretty good idea from my spending patterns with them that I am not the sort of person who needs to cheat them out of a couple of hundred pounds.0 -
A £150 full refund for a mobile phone where the oleophobic coating had worn off in patches after 8 months. Paperwork sent off, credit on account, no need to send phone back.
Well respect, but what "paperwork" did you send off?
Presumably you sent off paperwork which confirmed that the "oleophobic coating had worn off"? If so, that's akin to a fault report in this case....A £250 partial refund on a four year old fridge freezer where the insulation had failed. Nationwide didn't want to collect the broken machine.
What documentation did Nationwide ask for?
Bear in mind that the £250 has probably come from NATIONWIDE'S only pocket, so are you telling us that they handed the money over so easily?
Plus, they have no use for a broken machine, not least because they aren't the retailer or manufacturer.A £150 refund on a two year old computer monitor. Amex didn't want that one back either.
Again, did Amex simply hand you £150 without any sort of proof?
I could sort of understand one CC company doing so as a gesture of goodwill, but two or more? Seems strange.So yes, the credit card companies are quite prepared to issue refunds without requiring the goods back.
Ah!! I don't think that was the question asked.... It was more about whether your CC companies have issued the refund WITHOUT proof of an inherent fault. I think we'd all agree that Nationwide or Amex have no use for your item, faulty or not.0 -
stuartJo1989 wrote: »Well respect, but what "paperwork" did you send off?
Presumably you sent off paperwork which confirmed that the "oleophobic coating had worn off"? If so, that's akin to a fault report in this case....
A photo of the screen which showed the greasy fingerprints. As you might expect, it wasn't a great photo when you are trying to take a shot of a reflective screen.stuartJo1989 wrote: »What documentation did Nationwide ask for?
Nothing. I referred them to the many websites (including this one) where people were complaining about the fault. They asked about the actions the manufacturer had taken, but didn't want to see any of the paperwork.stuartJo1989 wrote: »Bear in mind that the £250 has probably come from NATIONWIDE'S only pocket, so are you telling us that they handed the money over so easily?
I am. And Amex handed out of their own pocket for the phone as the retailer had gone bust, and who knows what arrangements they had to try and get the money back from the retailer for the two year old monitor.stuartJo1989 wrote: »Plus, they have no use for a broken machine, not least because they aren't the retailer or manufacturer.
I agree, but they didn't even want to look at it.stuartJo1989 wrote: »Again, did Amex simply hand you £150 without any sort of proof?
They had proof I had bought the phone. They had my statement of the problem.stuartJo1989 wrote: »I could sort of understand one CC company doing so as a gesture of goodwill, but two or more? Seems strange.
Perhaps to you, but I spend a lot of money with them.stuartJo1989 wrote: »Ah!! I don't think that was the question asked.... It was more about whether your CC companies have issued the refund WITHOUT proof of an inherent fault. I think we'd all agree that Nationwide or Amex have no use for your item, faulty or not.
Yes they did issue refunds without proof the goods were faulty.
What was clear to me from actually submitting claims, rather than just pondering what they might do do, is the credit card companies know their customers and who might be trying it on, and for those who they consider are telling the truth it would cost them even more than simply issuing a refund.0 -
shaun_from_Africa wrote: »Do you honestly think that any credit card company is simply going to hand over £100+ of their own money without any proof whatsoever that the item is actually faulty?
Well, all I can say is that if they are only some of the times you have claimed using S75, you must be one of the unluckiest consumers I've ever heard about.Yes, because I have done it a few times and to give some examples.
A £150 full refund for a mobile phone where the oleophobic coating had worn off in patches after 8 months. Paperwork sent off to Amex, credit on account, no need to send phone back.
A £250 partial refund on a four year old fridge freezer where the insulation had failed. Nationwide didn't want to collect the broken machine.
A £150 refund on a two year old computer monitor. Amex didn't want that one back either.0 -
shaun_from_Africa wrote: »Well, all I can say is that if they are only some of the times you have claimed using S75, you must be one of the unluckiest consumers I've ever heard about.
Three items going wrong over five or six years, doesn't sound extreme to me.
Or did you mean the use of s75? With one of the retailers they had gone bust, so no option. However with the other two it was a high street electrical retailer well known for their appalling lack of customer service.
So in those two cases instead of messing around with them, I went straight for the s75 claim. I know some people will say you have to exhaust the lines of enquiry with the retailer first, but they are talking nonsense.0
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