ARGOS return of faulty product

[Deleted User]

Argos refused to replace a hairdryer that had become faulty after 4 months of use. they said i had to go back to the manufacturer. i thought faulty goods could be replaced (but not refunded) in the first six months. who is right?

TELLIT01

Your contract is with Argos.  Even if they are correct that it has to go back the manufacturer, it's their responsibility to do so.  I think they have the right to repair or replace, but others will confirm - or otherwise.

Manxman_in_exile

It is the responsibility of Argos.  

AIUI, in the first six months after purchase any fault in the product is presumed to have been "inherent" at purchase, and the retailer must deal with it, unless they can demonstrate that the fault has been caused by something that you've done to it.  They will probably want to inspect it to see what the fault is, but to do this they will probably send it back to the manufacturer for inspection.  So long as it's not something you've done to it, Argos can choose to replace or to repair.  If a repair doesn't work you can get a refund less the use you've had of it.

It might be quicker for you to send it to the retailer manufacturer yourself for inspection rather than returning it to Argos, who will just send it to the retailer manufacturer.   [Edited to make sense courtesy of @diinozzo]

Whoever you send it to, you must make it absolutely clear to Argos that you are not treating this as either a maker's warranty claim or under Argos' own returns policy, but you are complaining against Argos and exercising your statutory consumer rights against them under the Consumer Rights Act 2015.

(Probably best to go back to Argos in the first place and explain the above to them.  If you can show them from the outset that you know what you are talking about and what your rights are, they might just give in and replace straightaway).

diinozzo

Manxman_in_exile said:

It is the responsibility of Argos.  

AIUI, in the first six months after purchase any fault in the product is presumed to have been "inherent" at purchase, and the retailer must deal with it, unless they can demonstrate that the fault has been caused by something that you've done to it.  They will probably want to inspect it to see what the fault is, but to do this they will probably send it back to the manufacturer for inspection.  So long as it's not something you've done to it, Argos can choose to replace or to repair.  If a repair doesn't work you can get a refund less the use you've had of it.

It might be quicker for you to send it to the retailer yourself for inspection rather than returning it to Argos, who will just send it to the retailer.

Whoever you send it to, you must make it absolutely clear to Argos that you are not treating this as either a maker's warranty claim or under Argos' own returns policy, but you are complaining against Argos and exercising your statutory consumer rights against them under the Consumer Rights Act 2015.

(Probably best to go back to Argos in the first place and explain the above to them.  If you can show them from the outset that you know what you are talking about and what your rights are, they might just give in and replace straightaway).

Argos are the retailer.

MalMonroe

Hi, there's more info from this very site - 

https://www.moneysavingexpert.com/reclaim/consumer-rights-refunds-exchange/#goods

Scroll down to 'make sure you know who's responsible' = in your case, it's the retailer, Argos.

Hairdryers should last longer than 4 months. I've had mine for 14 years! And it's still going strong.

Don't let them fob you off with nonsense. I've never had any trouble with Argos when returning items. Maybe it was a new member of staff? Whatever, you need to contact them and be firm about the fact that they need to do something. 

TELLIT01

If the Argos store is one of those which has been moved into Sainsbury's it may well be that they don't know the legal requirements.  I'm not excusing that as it's up to management to ensure that all staff are properly trained.  I wonder if they just drag Sainsbury staff into the Argos area if they are short of numbers.

the_lunatic_is_in_my_head

TELLIT01 said:

If the Argos store is one of those which has been moved into Sainsbury's it may well be that they don't know the legal requirements.  I'm not excusing that as it's up to management to ensure that all staff are properly trained.  I wonder if they just drag Sainsbury staff into the Argos area if they are short of numbers.

The staff are well trained, well trained to follow company policy, ignore their obligations and fob the customer off best they can.

Send to the manufacturer after 30 days seems to be standard for certain products.

When we picked up some Christmas presents from there the girl behind the till gave us a bit of paper with contact details for a whole bunch of brands and said contact them first “because they like to know of any problems”…. 

Manxman_in_exile

diinozzo said:

Manxman_in_exile said:

It is the responsibility of Argos.  

AIUI, in the first six months after purchase any fault in the product is presumed to have been "inherent" at purchase, and the retailer must deal with it, unless they can demonstrate that the fault has been caused by something that you've done to it.  They will probably want to inspect it to see what the fault is, but to do this they will probably send it back to the manufacturer for inspection.  So long as it's not something you've done to it, Argos can choose to replace or to repair.  If a repair doesn't work you can get a refund less the use you've had of it.

It might be quicker for you to send it to the retailer yourself for inspection rather than returning it to Argos, who will just send it to the retailer.

Whoever you send it to, you must make it absolutely clear to Argos that you are not treating this as either a maker's warranty claim or under Argos' own returns policy, but you are complaining against Argos and exercising your statutory consumer rights against them under the Consumer Rights Act 2015.

(Probably best to go back to Argos in the first place and explain the above to them.  If you can show them from the outset that you know what you are talking about and what your rights are, they might just give in and replace straightaway).

Argos are the retailer.

Whoops!  Thanks for pointing that out!  I've corrected my daft error.  Senior moment etc etc...

[Deleted User]

Its hassle for the staff as theres paperwork involved!! 

[Deleted User]

thanks everyone. i think argos are making it difficult for customers and have not interpreted the law correctly by requiring customers to go to the manufacturer. tbh in this case for a £14 hairdryer not worth the hassle. under the extended i took out if i had said i had accidentally damaged it it would have been replaced on the spot.