Argos Printer Situation

Colinyou123

I purchased a printer online on the 13th of June. I set up the printer today on the 22nd of June.
The printer does not support wireless printing. I bought the printer under the misconception it was wireless. Yes, I bought the wrong printer. 

I took the printer to the nearest Argos store. I asked the service assistant if I could replace the printer or get a refund. He said I couldn't because the box was open and the ink had been opened too. (Though I had no printed anything). THE PRINTER HAS NOT BEEN USED.

I explained that the model I purchased comes up in an argos-google search as wireless, which was misleading. It was due to this error that I bought the wrong model.

The service assistant would not replace or refund the printer. I spoke to the manager. She insisted that I could not get a refund or replacement.

It was then I remember I had purchased the 3 year replacement insurance. I spoke to the manager again, who said that she would still not replace it. She then walked away from me and left me. I spoke to the customer service assistant again, I asked if he could provide me with the Head Office number for Argos. He told me to 'go look for it yourself', I explained that I had purchased the 3 year replacement insurance. He said he would no longer talk to me. He then went to get security. Which seemed disproportionate to the situation. Two customers commented that the way I was treated was extremely bad. 

The security guard for very nice and he spoke to one of the Sainsbury's assistants who provided me with the customer care number for Argos and said she would speak to the manager tomorrow.
The price of the printer is different to the price in the photo though the models are the same. The printer I bought was 24.99. 
Surely, the 3 year replacement plan allows them to replace it? The wireless printer is 6 pounds more. I would be happy to pay the extra 6 pounds. I mean, surely they can see the genuine error? And that the replacement insurance mitigates any idea of the product being 'unusable'? 

I'd love to hear your thoughts. I am tempted to go back tomorrow morning as the 'proper' manager will be there apparently. 

Colinyou123

p.s. It's an odd one because the 3 year replacement plan includes this: 
So technically, I could 'accidentally' spill water tomorrow and the printer would be covered by the replacement plan? But if I go to the story and explain the mistake the purchasing confusing and mistake won't replace it? 

cymruchris

My first thoughts by what you've said and provided are that they are right. If you've opened the printer and the inks, it won't be a returnable item, as it's no longer new. It can't be sold to the next customer as new. If you'd opened your box - and found opened inks - what would you have thought? The search your pointing to in your screen shot is a google search - not an argos website. Things that are on google are not necessarily within Argos control. If you go the Argos website and enter 'Wireless printer' it shows ONLY wireless printers. If it was the 2550 that you bought - looking at the Argos website, the product description does not mention wireless capabilities - at that point I would have further searched the model against other websites to see where the mistake was.

As you actually then went out and bought it, again I would be looking on the box before opening it - as wireless will always be prominently displayed. Replacement cover is for if you drop it and smash it, and then you'll get another one of the same. I would say sadly that although it came up in a google search, that's not enough to warrant Argos swapping it over for you. You should have researched a bit more before purchase, and closely examined the Argos own website description before purchasing. I know these aren't the words you want to hear - but that's my opinion as a retail manager of twenty years. 

You can try and ask for their goodwill - but think you'll face a brick wall.  If you really need a wireless printer - go buy one from another shop - and then when restrictions are eased - sell this on a local facebook group so that you haven't lost everything, and take a learning that when you want to buy something technical, you need to make a few comparisons between different companies to ensure what your buying matches your requirements, and don't rely on google. 

shaun_from_Africa

cymruchris said:

My first thoughts by what you've said and provided are that they are right. If you've opened the printer and the inks, it won't be a returnable item, as it's no longer new. It can't be sold to the next customer as new.

But as it was purchased online (assuming that it was paid for online and wasn't simply reserved and then paid for in store) then simply opening the printer doesn't remove the legal right to return it for a full refund.
However, opening the ink cardridge/s may do as the right of examination of the goods only extends to the same degree as in a shop so whilst opening the printer should be okay, opening the ink probably isn't.

cymruchris

shaun_from_Africa said:

cymruchris said:

My first thoughts by what you've said and provided are that they are right. If you've opened the printer and the inks, it won't be a returnable item, as it's no longer new. It can't be sold to the next customer as new.

But as it was purchased online (assuming that it was paid for online and wasn't simply reserved and then paid for in store) then simply opening the printer doesn't remove the legal right to return it for a full refund.
However, opening the ink cardridge/s may do as the right of examination of the goods only extends to the same degree as in a shop so whilst opening the printer should be okay, opening the ink probably isn't.

Yes I totally agree - it's the opening of the inks that are the challenge - that's what makes it 'Not New' and non-returnable. Had the OP got it home - looked at the box and thought 'Why doesn't it say wireless anywhere?' and then completed further checks, realising the mistake and returning it, it wouldn't have been a problem, but because it's been opened and set up - that'n not going to be sellable again as new - so the OP has lost the opportunity for a return. 

Colinyou123

cymruchris said:

My first thoughts by what you've said and provided are that they are right. If you've opened the printer and the inks, it won't be a returnable item, as it's no longer new. It can't be sold to the next customer as new. If you'd opened your box - and found opened inks - what would you have thought? The search your pointing to in your screen shot is a google search - not an argos website. Things that are on google are not necessarily within Argos control. If you go the Argos website and enter 'Wireless printer' it shows ONLY wireless printers. If it was the 2550 that you bought - looking at the Argos website, the product description does not mention wireless capabilities - at that point I would have further searched the model against other websites to see where the mistake was.

As you actually then went out and bought it, again I would be looking on the box before opening it - as wireless will always be prominently displayed. Replacement cover is for if you drop it and smash it, and then you'll get another one of the same. I would say sadly that although it came up in a google search, that's not enough to warrant Argos swapping it over for you. You should have researched a bit more before purchase, and closely examined the Argos own website description before purchasing. I know these aren't the words you want to hear - but that's my opinion as a retail manager of twenty years. 

You can try and ask for their goodwill - but think you'll face a brick wall.  If you really need a wireless printer - go buy one from another shop - and then when restrictions are eased - sell this on a local facebook group so that you haven't lost everything, and take a learning that when you want to buy something technical, you need to make a few comparisons between different companies to ensure what your buying matches your requirements, and don't rely on google. 

Yes, you are right! I am gutted to admit it.  
I don't know how I made that mistake. I think it read 'compatible' with Mac and went for it. Which is a mistake i have never made before. Frustrating. It is my mistake. A foolish mistake however not uncommon (there are many comments from people who have made the same mistake, feeling there was some ambiguity with it). 
It was an incredibly cheap printer. I will buy a new, wireless printer, and sell this one on. 
Customer Service was quite shocking though, I guess my persistence frustrated them, even if I wasn't aggressive. It was amazing how supportive the security guard was and the shop assistant. The guard was chatting to me about my job, told me to contact Argos HQ, the shop assistant gave me the number too and suggested I come back tomorrow.

I think I'll leave. It's ridiculous. This laptop has taken up my afternoon and evening. I learn the hard way. 

Thanks for your comments.  

Colinyou123

OK. I just checked again. I type in wireless printer to the Argos website and YES THE PRINTER CAME UP.
The one is the middle is the model I bought! 
LOOK:

Colinyou123

OK. I realised it was my spelling mistake. I should go to bed 

cymruchris

Try it again but with the correct spelling....

cymruchris

(Note the warnings on the screen)

davidmcn

Colinyou123 said:

OK. I just checked again. I type in wireless printer to the Argos website and YES THE PRINTER CAME UP.
The one is the middle is the model I bought!

No, you've typed in "wirless" printer. It doesn't come up if you search for "wireless".