Amazon say they can't replace faulty baby monitor but will refund so I can re-buy it for £40 more!

Emanef

Hi all
We bought a Motorola baby monitor from Amazon last November that's developed a fault. Motorola told us to call Amazon as they need to deal with it.

I've called Amazon to ask them to send out a replacement of the same and I'll return the faulty one (we need it asap - we need a baby monitor!)

The person I spoke to at Amazon say the system doesn't give him the option to issue a replacement but they will issue a refund and i can rebuy it. However, today the price is £40 more than when I bought.

I've said I'm not happy with that, it seems entirely reasonable for me to expect a replacement of the same without having to pay more, but he said they can't do that. I asked him to speak to a manager, who said they can give me a £10 voucher, but I've said that's not good enough.

Basically, as I see it they are saying they won't give me a replacement for the faulty item they sold me, but they will replace it if I pay £40 more for it! Surely that's not allowed?

Amazon prices fluctuate constantly so is it fair that Amazon expect me to pay more to replace a faulty item that is in warranthy?

Very frustrating, especially when we do shop a lot with Amazon (and are now rethinking that!)

marlot

The law says that they have to refund, replace or repair - and its their choice (not yours).
Sorry!

Emanef

OK, but when they're saying they will refund and I can rebuy it, when that price for the same item is currently more, they can still do that? They're effectively saying they're replace it by me having to rebuy it for more.

molerat

Yes. They are acting completely within consumer law, they are putting you back in the position you were in before you purchased the item.

Emanef

OK, thanks. Waiting for someone to call me back so I guess it's whether I can persuade the person our business is worth keeping.....!

Thanks for the speedy replies, much appreciated, even if it's not what I wanted to be told!

POPPYOSCAR

Have you tried explaining all this to Motorola?

Perhaps appeal to their better nature and ask if they can do anything in the circumstances?

Aylesbury_Duck

Yes, they can. I suppose the reversed question is: If the model was now £40 cheaper than it was when you bought it, would you volunteer to pay the £40 extra or would you buy it at the new lower price?

I'd take the £10 which seems a generous offer when you consider they don't have to offer anything at all. I really doubt you would stop shopping with Amazon on the strength of this - you would be cutting your nose off to spite your face.

bigisi

Aylesbury_Duck wrote: »

I really doubt you would stop shopping with Amazon on the strength of this - you would be cutting your nose off to spite your face.

And even if you do they really won't care less. Principles are great and all but a company the size of Amazon really aren't bothered by you not shopping with them.

Emanef

Aylesbury_Duck wrote: »

Yes, they can. I suppose the reversed question is: If the model was now £40 cheaper than it was when you bought it, would you volunteer to pay the £40 extra or would you buy it at the new lower price?
/QUOTE]

Actually, yes I would, I have seen it cheaper online elsewhere but just want it resolving asap; having a working baby monitor by tomorrow is more important to me than saving a few quid, but I don't want to pay a few more quid either.

Eydon

The system certainly does give them the option to issue a replacement.

I had a hard drive failure two weeks ago. Purchased just before Christmas so outside the window of using the automated returns process.

Started a chat and they asked me if I wanted a refund or replacement. When I asked for replacement it was ordered there and then and arrived the next day. They also told me not to bother returning the dead drive.

Maybe they have different rules depending on the price of the original item.

gettingtheresometime

Emanef wrote: »

Aylesbury_Duck wrote: »

Yes, they can. I suppose the reversed question is: If the model was now £40 cheaper than it was when you bought it, would you volunteer to pay the £40 extra or would you buy it at the new lower price?

Actually, yes I would, I have seen it cheaper online elsewhere but just want it resolving asap; having a working baby monitor by tomorrow is more important to me than saving a few quid, but I don't want to pay a few more quid either.

So why not accept the refund and buy it at the cheaper price in the meantime?