Argos are refusing to replace my washing machine!

BLC1983

Hi there,
I purchased a washing machine on 8th March from an Argos store. It has developed a fault and is making a really loud screeching noise and I want to have it replaced. On the Argos website it says that because of the coronavirus situation at the moment anything purchased after 1st March is eligible for a refund or replacement up to 30 days after their stores reopen.

However I called Argos today and the advisor told me that this isn't the case with white goods and that I have to call the manufacturer and they will have to try and repair it! I refused this saying it's a brand new item I don't want it repaired I want it replaced and they got really sarcastic with me saying that they can't understand why I wouldn't want it fixed!

I'm absolutely disgusted at Argos for this! Can anyone tell me if Argos have the right to do this or am I definately entitled to my money back?

Thanks
Craigh

TadleyBaggie

The retailer can refund, replace or repair...but it's their choice. So Argos are acting correctly. 

TSx

The website makes it clear this is for unused/unopened items only - for a faulty item, usual rights will apply, you have 30 days to reject for a refund - after this the retailer is entitled to choose the remedy and this includes repairing. You do not have to contact the manufacturer though, Argos are still legally responsible for the product - however you may find it helpful to contact the manufacturer as it will be quicker.

If the repair is unsuccessful, you will then have a right to refund or replacement. If you speak to the manufacturer directly, I would ask Argos to confirm that they consider this their 'attempt at repair' and if it fails again they will refund - but you might find they're unwilling to do this. Others may have a different opinion on this point.

BLC1983

TSx said:

The website makes it clear this is for unused/unopened items only - for a faulty item, usual rights will apply, you have 30 days to reject for a refund

You say for faulty items I have 30 days to reject the item, but the stores were closed so I wasn't able to go to the store to get my refund within the 30 days? So surely because of this I should also be entitled to a refund within 30 days of the stores reopening?

Surely for an item to be found faulty it needs to be opened first and tested? So just because my washing machine has been used and had been found to be faulty why doesn't the usual rights apply to me??

sheramber

You need to reject the item within 30 days.
As you only phoned Argos today you are well outside the 30 days.
Had you phoned Argos within 30 days the situation would have been different.
https://www.which.co.uk/consumer-rights/advice/i-want-to-return-my-goods-what-are-my-rights
 

BLC1983

sheramber said:

You need to reject the item within 30 days.
As you only phoned Argos today you are well outside the 30 days.
Had you phoned Argos within 30 days the situation would have been different.
https://www.which.co.uk/consumer-rights/advice/i-want-to-return-my-goods-what-are-my-rights
 

But even if I phoned them there is nothing they could do because the stores closed on 24th March. If I had called on the 25th they were still not accepting returns. I didn't even pay for the item online I paid in store so they don't even have any record of my order on their computer system so how could I reject it? In fact they told me on the phone they have no record of the order because all I did was reserve the item online but then collect and pay in store. And they said you need to take it back to a store however I couldn't because they are closed. Surely because of this I fall Into the category of being able to return it when the stores reopen because I wasn't able to take it back to the store within 30 days?

Diamandis

No, you need to notify them you're rejecting. You could have done this by calling, emailing, writing a letter, social media etc. 

BLC1983

But who would have a record of this when I go back Into the store? How will they know I rejected it on the phone to some random customer service advisor when I don't even have an account with them?

davidmcn

BLC1983 said:

But who would have a record of this when I go back Into the store? How will they know I rejected it on the phone to some random customer service advisor when I don't even have an account with them?

"You could have done this by calling, emailing, writing a letter, social media etc. "

And it's hardly difficult to record (or otherwise keep a note of) a phone call.

George_Michael

BLC1983 said:

But who would have a record of this when I go back Into the store? How will they know I rejected it on the phone to some random customer service advisor when I don't even have an account with them?

Most large businesses record phone calls and even if they didn't have a voice recording, they would have logged the fact that you contacted them and the reason.
All of this is immaterial though because as already mentioned, it would only be useful if you initially contacted them on or before the 6th April.

shaun_from_Africa

BLC1983 said:

On the Argos website it says that because of the coronavirus situation at the moment anything purchased after 1st March is eligible for a refund or replacement up to 30 days after their stores reopen.

That 30 day period is only for unwanted goods that are unopened and unused.
After the initial 30 day period, they can choose to repair the appliance, something that they have opted to do.

However, any purchases made from 1 March 2020, can be returned up to 30 days after our stores reopen. In line with our returns policy, these products will need to be unopened, unused and in their original packaging, with proof of purchase.