Argos refusing a exchange

Groundhog22

Hi we purchased a TV from Argos in the 13/9.  When we got it home it was checked and then returned to the box whilst we purchased a suitable bracket.  When we went to put it on the wall the screen was obviously not working.  We took it back to Argos today and they implied  we had dropped it or something and refused an exchange , she was in fact very rude,
there has been no physical damage to the TV.  I phoned LG who basically said we should always check the item in the shop before leaving ?? Or they could say it was damaged in transit! How can this be correct! 

Can someone advise please,  we are respectful of our purchases and this TV has not been damaged by us but how do we prove that ? 

Thanks all 

DE_612183

They should at least offer to repair it.

iniltous

Don’t Argos have a 30 day returns policy ? , TBH , I’ve returned faulty items without any quarrel at Argos in the past , and been pretty impressed with how they dealt with me , obviously the staff are not the same everywhere , but I suspect that if you simply box it back up , say it’s not suitable not that it’s broken and as you say there isn’t any physical damage you could probably take it back and get a refund , the only problem then is someone else may get that faulty item after you .

jbrassy

If the TV is faulty, they should refund or exchange. I would go back and push harder or email them with a complaint. 

Can I also ask if you purchased the TV using Amex and how much it cost? If you purchased with Amex and it's under £200, you can use Amex refund protection: https://www.americanexpress.com/uk/customer-service/faq.how-does-american-express-refund-protection-work.html

More generally, if you purchased with a credit card, you could claim back using charge back or go down the Section 75 route.

housebuyer143

You should be able to return it if it's broken. Go to a different Argos and try again or call the support centre, because I've found them very helpful and the staff have to listen to them.

Groundhog22

Thank you for your comments.  

How can we as customers prove the Tv wasn’t damaged by us, we can’t,  it could have been damaged in store if indeed it is damaged.  I have a video of the screen there is no physical damage so surely a manufacturing fault ?  But I can’t prove this and Argos are not being helpful. 

I paid by credit card - would that cover me in this scenario ? 

I am going to go to Argos HO but it seems it’s at the stores discretion.  Seems like a lose lose situation for the customer.  Maybe they should make you check the item I store before leaving as it seems they can say whatever they like once you leave the store,  seems so unfair,  
never had a probkem like this before .

MACKEM99

Who on earth opens a tv box in the store to check its ok!?

housebuyer143

Groundhog22 said:

Thank you for your comments.  

How can we as customers prove the Tv wasn’t damaged by us, we can’t,  it could have been damaged in store if indeed it is damaged.  I have a video of the screen there is no physical damage so surely a manufacturing fault ?  But I can’t prove this and Argos are not being helpful. 

I paid by credit card - would that cover me in this scenario ? 

I am going to go to Argos HO but it seems it’s at the stores discretion.  Seems like a lose lose situation for the customer.  Maybe they should make you check the item I store before leaving as it seems they can say whatever they like once you leave the store,  seems so unfair,  
never had a probkem like this before .

I think the onus is on them to prove it was broken when you bought it, which they can't. It's different if you took it back with a broken screen, but arguably you COULD have bought it with a broken screen and just opened it today.
Yes, credit card will be good for this as item isn't as described. 

littleboo

The folk on the Consumer Rights board will be able to give some very specific advice on what to do and say

born_again

housebuyer143 said:

Groundhog22 said:

Thank you for your comments.  

How can we as customers prove the Tv wasn’t damaged by us, we can’t,  it could have been damaged in store if indeed it is damaged.  I have a video of the screen there is no physical damage so surely a manufacturing fault ?  But I can’t prove this and Argos are not being helpful. 

I paid by credit card - would that cover me in this scenario ? 

I am going to go to Argos HO but it seems it’s at the stores discretion.  Seems like a lose lose situation for the customer.  Maybe they should make you check the item I store before leaving as it seems they can say whatever they like once you leave the store,  seems so unfair,  
never had a probkem like this before .

I think the onus is on them to prove it was broken when you bought it, which they can't. It's different if you took it back with a broken screen, but arguably you COULD have bought it with a broken screen and just opened it today.
Yes, credit card will be good for this as item isn't as described. 

Not if the OP ordered X & got X tv.
They would need to go down the faulty route.

kempiejon

Seems Argos are quite prepared for returns or refunds/repairs. Might be something to explore

If you still need to return a faulty item within the first 30 days from the date of collection or from the date of delivery, we will offer you an exchange, replacement or a refund.

https://help.argos.co.uk/help/refunds-&-returns/returns-product-support-and-repairs/returnsproductsupportrepairs