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Amazon & faulty goods
Kippets
Posts: 16 Forumite
I bought a monitor from Amazon in July which has just developed a fault. I contacted Amazon in the first instance, via Live Chat, and they told me I had to approach the manufacturer as it was past 30 days (their return period).
The Consumer Rights Act 2015 says that a trader (in this case Amazon) has to offer a repair that can be done within a reasonable timeframe, or if they can't do this, they have to offer a replacement or refund. (I purchased direct from Amazon, not a Marketplace seller)
Does this solely apply to items which were found to be faulty or does it also apply to items like mine which later developed a fault?
The Consumer Rights Act 2015 says that a trader (in this case Amazon) has to offer a repair that can be done within a reasonable timeframe, or if they can't do this, they have to offer a replacement or refund. (I purchased direct from Amazon, not a Marketplace seller)
Does this solely apply to items which were found to be faulty or does it also apply to items like mine which later developed a fault?
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Comments
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No, you can insist on Amazon dealing with this (assuming, as you say, it was sold directly by them).
However that may not be the quickest and easiest way of resolving the matter and depending on the terms of the manufacturer's warranty it may provide a better solution.
Remember if you insist on Amazon dealing with it they will have to pass it on to a repairer (could be the manufacturer or any third party company they choose). They will have to repair it then send it back to Amazon who it turn will have to send it back to you.
You cannot force Amazon to replace it with a new one (at least not initially) they are entitled to repair, replace or refund as they choose.3 -
How far past the 30 days? Has it been 6 months or more? 30 days is just the point in where you can outright reject the goods and get a refund (once they determine you are not to blame for the fault).
After 30 days up to 6 months the fault is deemed to be inherent at time of purchase so they should be allowing it's return so they can inspect it. After 6 months it's down to you to prove the fault was inherent at time of purchase, you need an experts report on this but there are not many not many experts to do this as with all of this hi tech electronics, it's not an easy thing to determine fault.
The manufacture will deal with it much quicker, doesn't make Amazon right, just means you save time and a big black mark against your Amazon account.
The manufacture will arrange collection and return to you, or they will write it off and either replace it or tell Amazon to give you a refund.0 -
It's just a week past the 30 days period, unfortunately. I contacted the manufacturer via online chat and they were quite willing to arrange collection under warranty, while Amazon on the other hand actually offered to replace it - the only trouble being that they are out of stock of this particular model until mid October.
I would have preferred a refund, since I will have to buy another monitor to use in the meantime, but it can't be helped.
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But they are striving to be the most customer centric company on Earth! Maybe only when it suits them...bris said:
doesn't make Amazon right, just means you save time and a big black mark against your Amazon account.In the game of chess you can never let your adversary see your pieces0 -
the_lunatic_is_in_my_head said:
But they are striving to be the most customer centric company on Earth! Maybe only when it suits them...Kippets said:
while Amazon on the other hand actually offered to replace it - the only trouble being that they are out of stock of this particular model until mid October.
Seems fairly customer centric to me to offer a replacement after 30 days before even seeing the item
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They have the luxury of charging your card if the return for that replacement doesn't come back or isn't in a condition they accept.Sandtree said:the_lunatic_is_in_my_head said:
But they are striving to be the most customer centric company on Earth! Maybe only when it suits them...Kippets said:
while Amazon on the other hand actually offered to replace it - the only trouble being that they are out of stock of this particular model until mid October.
Seems fairly customer centric to me to offer a replacement after 30 days before even seeing the itemIn the game of chess you can never let your adversary see your pieces0 -
Only if you have a card on file... ultimately any merchant you give a CPA to has the same luxury and will tackle matters if you say one thing and what gets returned is very different... I dont think being "customer centric" means being a fool and accepting an item back that has clearly been damaged by the customer.
They have the luxury of charging your card if the return for that replacement doesn't come back or isn't in a condition they accept.Sandtree said:the_lunatic_is_in_my_head said:
But they are striving to be the most customer centric company on Earth! Maybe only when it suits them...Kippets said:
while Amazon on the other hand actually offered to replace it - the only trouble being that they are out of stock of this particular model until mid October.
Seems fairly customer centric to me to offer a replacement after 30 days before even seeing the item0 -
No of course, my point is their replacement service, whilst good, doesn't have much risk to them.Sandtree said:
Only if you have a card on file... ultimately any merchant you give a CPA to has the same luxury and will tackle matters if you say one thing and what gets returned is very different... I dont think being "customer centric" means being a fool and accepting an item back that has clearly been damaged by the customer.
They have the luxury of charging your card if the return for that replacement doesn't come back or isn't in a condition they accept.Sandtree said:the_lunatic_is_in_my_head said:
But they are striving to be the most customer centric company on Earth! Maybe only when it suits them...Kippets said:
while Amazon on the other hand actually offered to replace it - the only trouble being that they are out of stock of this particular model until mid October.
Seems fairly customer centric to me to offer a replacement after 30 days before even seeing the item
When you accept a replacement they tell you the other must be returned within 30 days otherwise you'll be charged, presumably they won't offer a replacement without a card there.
If you are unlucky and they tell you the box sent back was empty or had a hair drying in instead of a monitor, or the charge you because they disagree with the return, good luck getting that resolved.
Just to add the retailer is also obligated to offer the remedy within a reasonable time and without significant inconvenience to the consumer.
6 weeks until mid October isn't really meeting that so Amazon should sort out the repair by arranging it with the manufacture themselves if that's who they want to use for repairs.In the game of chess you can never let your adversary see your pieces0 -
I picked up a cheap monitor to tie me over while mine was repaired on Facebook Marketplace - I think I paid £10.Kippets said:It's just a week past the 30 days period, unfortunately. I contacted the manufacturer via online chat and they were quite willing to arrange collection under warranty, while Amazon on the other hand actually offered to replace it - the only trouble being that they are out of stock of this particular model until mid October.
I would have preferred a refund, since I will have to buy another monitor to use in the meantime, but it can't be helped.Handy to have in future too
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Risk is neither here nor there... I still think its more customer centric to say we'll send the replacement out for free now but reserve the right to charge if you dont return the original etc than what 99% of companies do which is say to return the original first and only after being satisfied with the return will they then send out the replacements. The later results in a longer period of the customer being deprived of the goods they've paid for.
No of course, my point is their replacement service, whilst good, doesn't have much risk to them.Sandtree said:
Only if you have a card on file... ultimately any merchant you give a CPA to has the same luxury and will tackle matters if you say one thing and what gets returned is very different... I dont think being "customer centric" means being a fool and accepting an item back that has clearly been damaged by the customer.
They have the luxury of charging your card if the return for that replacement doesn't come back or isn't in a condition they accept.Sandtree said:the_lunatic_is_in_my_head said:
But they are striving to be the most customer centric company on Earth! Maybe only when it suits them...Kippets said:
while Amazon on the other hand actually offered to replace it - the only trouble being that they are out of stock of this particular model until mid October.
Seems fairly customer centric to me to offer a replacement after 30 days before even seeing the item
You send back an empty box or a totally different product and you'll be struggling to get a refund etc from almost all companies.0
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