What do I do with these faulty headphones?

in Credit Cards
5 replies 729 views
Please move this thread if it is in the wrong place.

So everyone I need your advice...

I bought a rather expensive pair of wireless headphone last month and the paint coating on the internal surface is already starting to wear. I feel like doesn’t represent the quality I would expect of the item or has it lasted a reasonable length of time.

So I emailed the company I bought them from stated that I would like a refund/repair/replacement but preferably a replace in line with my consumer rights. They responded by saying they would happily send it to the manufacturer under the manufacturing warranty. However the manufacturers will inspect them and if the deem them to be a manufacturing defect and not wear and tear etc they will replace them.

Maybe I’m wrong but I feel that this may lead to an outcome of whatever the manufacturer decides and that the seller is absolving any of their responsibility. Surely the seller should just replace them as the contract is between me and the seller and then it’s up to them to deal with the manufacturer

Alternatively should I go through my credit card, get a refund then buy a new pair?

Thanks for all your input in advance


  • edited 25 July 2018 at 10:04AM
    moleratmolerat Forumite
    26.6K Posts
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    edited 25 July 2018 at 10:04AM
    Your view of your consumer rights is slightly off. Prior to 6 months the onus is on the seller to prove they are not faulty. To do this they are entitled to seek expert advice, the obvious expert is the manufacturer. Outside of 30 days the seller can choose the remedy, you can make a request but they do not have to agree.
  • brisbris Forumite
    10.3K Posts
    Part of the Furniture 10,000 Posts Name Dropper
    The resolution is in line with the law, the CC has the same rights as the retailer so they will just tell you the same thing.

    So far there has been no breach of contract for the CC to get involved.
  • Dot.007Dot.007 Forumite
    11 Posts
    It's obvious that the seller doesn't want to lose money, maybe try contacting manufacturer
  • jamiesbjamiesb Forumite
    18 Posts
    A chargeback through your credit card is not a done deal and may take a month or more to come to a resolution. May I ask what brand are headphones? Depending on the brand, contacting the manufacturer may yield better results.
  • philip1427philip1427 Forumite
    143 Posts
    They are bang and olufsen headphones
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