AO Returns Nonsense

Paton147

My post is a word of warning regarding AOs handling of returns.

The screen of the TV I bought was defective from day 1. However rather than simply instruct a replacement, and in spite of me sending them pretty clear photographs, they said I had to get in touch the manufacturer. It’s taken a week of emailing and phoning both the manufacturer and AO to finally have AO agree to uplift the TV and issue a refund. I quoted the consumer rights act until I was blue in the face but AO showed no interest as they continued to say, "not our problem, you need to speak to the manufacturer".

The final insult was when the customer service agent finally agreed to uplift the TV, his parting comment was that my refund of £xxx.xx will be with me in 3-5 working days. How much I asked? Yup, AO knocked a restocking fee off the faulty TV and then only agreed to give me it back as “compensation” after a further argument.


AO need to treat their customers with a lot more respect. I won't shop with them again.

Inner_Zone

Paton147 wrote: »

My post is a word of warning regarding AOs handling of returns.

The screen of the TV I bought was defective from day 1. However rather than simply instruct a replacement, and in spite of me sending them pretty clear photographs, they said I had to get in touch the manufacturer. It’s taken a week of emailing and phoning both the manufacturer and AO to finally have AO agree to uplift the TV and issue a refund. I quoted the consumer rights act until I was blue in the face but AO showed no interest as they continued to say, "not our problem, you need to speak to the manufacturer".

The final insult was when the customer service agent finally agreed to uplift the TV, his parting comment was that my refund of £xxx.xx will be with me in 3-5 working days. How much I asked? Yup, AO knocked a restocking fee off the faulty TV and then only agreed to give me it back as “compensation” after a further argument.


AO need to treat their customers with a lot more respect. I won't shop with them again.

Well done and welcome to the world of AO and their of lack of CS.


Terrible company to deal with.

Paton147

Just an update and a bump...

They only gave me a partial refund today and I had to ring them again to argue the that the full amount was due. It’s unbelievable.

They have no regard for the Consumer Rights Act. If there is an issue with an item then make YOU acquire written proof from the manufacturer which can take weeks, even if you’ve literally just opened the packaging and it’s arrived defective.

theonlywayisup

Paton147 wrote: »

Just an update and a bump...

They only gave me a partial refund today and I had to ring them again to argue the that the full amount was due. It’s unbelievable.

They have no regard for the Consumer Rights Act. If there is an issue with an item then make YOU acquire written proof from the manufacturer which can take weeks, even if you’ve literally just opened the packaging and it’s arrived defective.

Did you get the full refund? How did you pay?

shaun_from_Africa

Paton147 wrote: »

They have no regard for the Consumer Rights Act. If there is an issue with an item then make YOU acquire written proof from the manufacturer which can take weeks, even if you’ve literally just opened the packaging and it’s arrived defective.

If you are rejecting the goods within the first 30 days from purchase and you wish for a refund then the Consumer rights act states that you have to prove that a fault exists and that this fault is due to a manufacturing defect so asking you to get this proof from the manufacturer makes sense.
However, they can't insist on the manufacturer as written proof from elsewhere (such as a local TV repair shop) should be good enough.

wesleyad

shaun_from_Africa wrote: »

If you are rejecting the goods within the first 30 days from purchase and you wish for a refund then the Consumer rights act states that you have to prove that a fault exists and that this fault is due to a manufacturing defect so asking you to get this proof from the manufacturer makes sense.
However, they can't insist on the manufacturer as written proof from elsewhere (such as a local TV repair shop) should be good enough.

Can they reject within 30 days but use the 6 months rule and allow for replace/refund/repair at sellers discretion? If so they wouldn't have to prove the fault? Either that or wait till 31 days

DoaM

Yes. Contact retailer, report a fault, ask them what remedy they wish to provide.

The initial right to reject (and requirement to prove the fault - if the retailer requires it) only applies if you demand a refund. If you don't then the normal process applies. (IMHO, IANAL etc.)