Amazon UK and consumer rights

GeekyG

Hope everyone is well.

I purchased an electronic item online from Amazon UK, with my credit card, back at the end of March 2021.

The device recently failed (after approx 4months), and I've had no success in dealing with their customer support teams until today.
After lodging a complaint I received a phone call this morning from their "Executive complaints" team, and a "one-time exception" arrangement for a replacement.

Therefore, the matter has been resolved... HOWEVER! 

It appears that customer service, or even the upper echelons of the executive customer support teams, are unaware of an article on Amazon UK, and it's implications for customers.
Sadly being a newbie, I cannot post links, but some Google-Fu and the following phrase will find it: "Faulty Goods-Your Consumer Rights - Amazon.co.uk Help"

This is obviously very similar to the Consumer Rights Act 2015, and advice offered from various sources on this matter.

However, Amazon appear to have a clear-cut policy that if an item is beyond 30 days of receipt, they have no obligation to provide a replacement/repair and that any responsibility sits solely with the manufacturer, and the resolution to my matter appears to be a 1 time-only situation.

Again, this was stated by a senior member of their "Executive" customer support team.

It has left me incredibly wary now of buying items from Amazon of any value, especially electronics.
Does anyone have any tips, advice or can share experiences how (if?) they managed to have Amazon UK fulfil their responsibilities when things have gone wrong with any purchases?

I cannot be the first, or likely not the last, who have experienced this.

born_again

Perhaps post the link to the page, just replace the / with a space.

As I can find anything matching your comment.

sheramber

https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=GKM69DUUYKQWKWX7

Defective Items After 30 Days

Troubleshooting and product support may be available to resolve any issues with your product, as outlined in the Product Support Help page. If your item becomes defective after the Amazon return period, Amazon will repair any defective item. The repair will be completed by the manufacturer or by a third-party repair service provider authorised by the manufacturers to repair their products. If a repair is not possible, we'll send you a replacement, and if a replacement is not available, we will refund the purchase price. Repair is only available for qualifying items sold by Amazon.co.uk or Amazon Warehouse. Amazon does not accept a return after 30 days for consumable products (e.g. batteries, fuses, ink, light bulbs, etc.) or if the defect is due to accidental damage, deliberate damage, caused by external factors, or general wear and tear. For more information go to About Warranty Repairs.

GeekyG

Thanks for the replies & suggestion, the particular page I was referring to is:

https:// www.amazon.co.uk/gp/help/customer/display.html?nodeId=201310960

visidigi

GeekyG said:

However, Amazon appear to have a clear-cut policy that if an item is beyond 30 days of receipt, they have no obligation to provide a replacement/repair and that any responsibility sits solely with the manufacturer, and the resolution to my matter appears to be a 1 time-only situation.

The link you've provided does say this though?

The link above yours says that after the 30 day window they will seek a resolution in line with the law.

What am I missing?

born_again

GeekyG said:

Thanks for the replies & suggestion, the particular page I was referring to is:

https:// www.amazon.co.uk/gp/help/customer/display.html?nodeId=201310960

https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=201310960

So the page from that link states...

And makes no mention of 30 days.

Amazon Device Support  › Amazon Device and Digital Services Terms, Warranties, and Notices › Kindle E-Reader and Fire Tablet Terms, Warranties, and Notices›

Faulty Goods-Your Consumer Rights

This page contains information about your consumer rights in relation to faulty goods.

What are my consumer rights if an item is faulty?

When you buy goods from a retailer, the law gives you certain rights that protect you in the event that the goods you have purchased are "faulty". This means your rights will apply when the goods do not conform to the contract between you and the retailer, either because (a) they do not match the description of the goods, (b) they are not of satisfactory quality or (c) they are not fit for purpose.

What is the difference between my consumer rights and the manufacturer's warranty?

Manufacturers often offer a warranty on their products, either for free or at a cost. Such warranties are always in addition to your consumer rights, which means they do not replace or limit your consumer rights in any way.

The coverage and duration of a manufacturer's warranty may vary, but usually it offers free repair or replacement for faults that develop with your product within a certain period of time.

For more information on the manufacturer warranties available for specific products offered on Amazon.co.uk, please refer to the item's product detail page.

Who can exercise their consumer rights?

Your consumer rights only apply to goods that you have bought in your capacity as a consumer. This means you cannot exercise these rights for goods that you have purchased in the course of business, such as a laptop for professional use.

Who are my consumer rights valid against?

Your consumer rights are valid against the retailer who sold you the product in question, even if the retailer is different from the manufacturer of the goods.

What do my consumer rights entitle me to?

If the goods are faulty you are entitled to claim a repair or replacement of the goods from the retailer. Alternatively, if you have not used the goods, and they were faulty when delivered, you may be entitled to a full refund.

If you have used the goods for more than six months, then before a repair or replacement is offered you may be asked to prove that the goods were faulty when delivered.

In some cases, repair or replacement is not possible, or would be disproportionately costly given the value of the goods and the nature of the fault. In these instances, you may be entitled to either keep the goods and claim a reduction in price from the retailer, or it may be possible to return the goods and obtain a partial refund. In determining the price reduction or the level of the refund, the retailer may take into account the use you have had of the goods since they were delivered to you. If you have used the goods for more than six months, then before a reduction in price or partial refund is offered you may be asked to prove that the goods were faulty when delivered.

Contact Information:If you require any assistance in relation to products purchased on Amazon.co.uk or you need help with your Kindle, a Reading application, Apps, MP3, Digital Content or other issue, please contact Customer Services by clicking here.

sheramber

Your link tells you your rights are with the retailer. 

Only if there is a manufactures warranty would you have a claim with  the manufacturer.

Amazon sell some products .

Others  are sold by a retailer but fulfilled  by Amazon.

and some  are sold and dispatched by the retailer.

You can check who you are buying from on the right hand side of the page.

Carrot007

I am thinking that OP did not purchase from amazon but a 3rd party on amazon and is now upset that amazon will not help after 30 days.

the_lunatic_is_in_my_head

Carrot007 said:

I am thinking that OP did not purchase from amazon but a 3rd party on amazon and is now upset that amazon will not help after 30 days.

A-Z claims can be opened for 90 days with seller fulfilled orders so it's doubtful it's that. 

FBA orders should be treated the same as Amazon orders as far as customer service goes. 

Interesting Amazon think they can not accept a return after 30 days for consumable products (e.g. batteries, fuses, ink, light bulbs, etc.).