Black and Decker UK not responding to faulty good return

dmackay41

Advice please. About 6 months ago my Black and Decker drill developed a fault and after 3 months of trying to get in contact with Black and Decker UK (all enquiries are relayed via the US, who email Black and Decker UK... allegedly !... and I must have requested contact at least 20 times), I was sent a form to return an attached form with the sticker from the faulty drill and proof of purchase... to be sent to a UK B&D address, which I did. I have not heard anything back and this has been since beginning of July. I have again contacted B&D UK by phone, and by Live Chat, and by email, and on each occasion have been informed my "enquiry will be relayed to the UK B&D team". What can I do? I have sent all the documentation for a replacement under warranty as per their instructions, but have had no response whatsoever as to when I will receive the replacement drill. B&D UK are completely uncontactable, and I am at a loss as to what to do now. Any advice please? Thank you... apart from never ever buy anything Black and Decker again !

Retrogamer

How long have you owned your B&D drill?
Where did you purchase it from orignally?

m0bov

You should be returning it to where you purchased it. Can you get a UK address and send an LBA?

dmackay41

It was bought from Argos during October 2019 and guarantee is for 2 years.

the_lunatic_is_in_my_head

Whilst a warranty is in addition to your consumer rights the company offering it should abide by it's terms and timeframes. 

It's worth checking the finer details of the terms to ensure they don't have any clauses that harm your position and if not follow this up with a letter to their registered address which can be found as part of their website terms here:

https://www.blackanddecker.co.uk/en-gb/legal/terms-of-service

You could also try a post on their Facebook page, they appear to reply to comments:

https://www.facebook.com/blackanddeckeruk/?brand_redir=30547671514

dmackay41

The Argos support portal for Black and Decker takes me directly to the B&D website, with the contact numbers which take you to B&D US.

born_again

They have UK number on their website

01753 260090
7 Days a Week 8am to 10pm

https://service.blackanddecker.co.uk/BD/GB/en-GB/Faq

They also mention you can take it to one of their service agents. (search box provided)

dmackay41

Thank you very much everyone. I did not contact Argos initially as I thought it was too late, being nearly 2 years since purchase, but I contacted then today, following your posts and have been told to return it for refund/replacement. Thank you everyone.

born_again

dmackay41 said:

Thank you very much everyone. I did not contact Argos initially as I thought it was too late, being nearly 2 years since purchase, but I contacted then today, following your posts and have been told to return it for refund/replacement. Thank you everyone.

Given you have sent it back how are you going to do that?

dmackay41

dmackay41 said:

I was sent a form to return an attached form with the sticker from the faulty drill and proof of purchase..

It was only the sticker with the serial number on it, from the drill, that was sent with documentation to B&D.

dmackay41

born_again said:

They have UK number on their website

01753 260090
7 Days a Week 8am to 10pm

https://service.blackanddecker.co.uk/BD/GB/en-GB/Faq

They also mention you can take it to one of their service agents. (search box provided)

I said in my initial post that I have phoned them, tried Live Chat and emailed them ... this is from the website... but as I say, it all goes to B&D US... the number is useless, live chat is useless and email is useless.

As for taking it to the service agent, that is nearly 200 miles from here.