Faulty item - do I need a case ID from manufacturer?

GentleGiant2

I purchased a product which comes with a battery installed. 

The battery was dead. As I had another identical product I was able to test this.

However the well known store is saying that I must get a fault report / case ID from the manufacturers who need to confirm that they can't deal with it. 

Until that is done, they cannot replace or refund anything. 

This is part of their returns policy.

Are they correct? 

I have no idea how long the manufacturer will take to respond. 

k3lvc

To get any meaningful answer you're going to need to share a bit more

When did you buy it ? Online or in-store ?

Did it ever work ?

Retailer/Manufacturer would be useful

GentleGiant2

Online with BT Shop

No it didn't work at all - just dead. 

It is a phillips Hue Product.

I ordered 4 - the other 3 are fine. So I took a battery from one to another to test that.

Manxman_in_exile

WHEN did you buy it?

GentleGiant2

a week ago

the_lunatic_is_in_my_head

GentleGiant2 said:

However the well known store is saying that I must get a fault report / case ID from the manufacturers who need to confirm that they can't deal with it. 

Until that is done, they cannot replace or refund anything. 

This is part of their returns policy.

Are they correct? 

In short no, I assume you'd like a new battery so remind BT that a fault is taken to be present within the first 6 months and they are obligated to provide a repair or replacement.

If you was looking for a refund they can ask you to show a problem exists and the manufacture ID thingy might be the easiest way to get a refund.

If you have no joy with customer services try the ceo email website for BT to get an email for a higher level of customer facing staff. 

cx6

Online you can send the whole order back for any reason within 14 days. Note you can't just send the faulty unit back you have to send the whole order back.

This is probably the best way. Then maybe re-order again.

GentleGiant2

Thanks all.

The manufacturers were not much help.

I have reverted to BT Shop with a more forceful reply. 

I just do not see why I should spend another fiver on a battery for a product that cost £17. 

GrumpyDil

As above it might be easiest to reject the entire order and start again. If you reject make it very clear it's because it is faulty and you won't be paying any return costs.