Amazon forcing me to manufacturer website for 6 month old defective item

Shevek

Hi,

Back in July I purchased an Oral-B electric toothbrush from Amazon. It has stopped holding charge and I want to get a replacement.

I have gone through various routes on the Amazon site but all now end up at offering me to go to Oral-B website to resolve the issue.

As I understood it, under UK law it is up to the retailer to resolve whilst in warranty.

Are Amazon allowed to do this?

Murphybear

I had a problem with a small electrical item that I bought from Amazon.  It stopped working a few days before the one year guarantee ran out.  They sent me a replacement a few days later, didn’t want the original back.

The same thing happened with the replacement.  They sent me a third then refunded the money because of all the problems I had.  I’m pleased to report the third one worked, no problems.

I sent the original to the manufacturer for comment as it was made/based in the U.K.  The answer was it hadn’t been used correctly.   . I responded telling them that my husband was a retired electrical engineer and I had a Physics degree from the University of London and we both had experience in using electrical items that were considerably more complicated.  Unsurprisingly we never heard from them again.

Shevek

Murphybear said:

I had a problem with a small electrical item that I bought from Amazon.  It stopped working a few days before the one year guarantee ran out.  They sent me a replacement a few days later, didn’t want the original back.

The same thing happened with the replacement.  They sent me a third then refunded the money because of all the problems I had.  I’m pleased to report the third one worked, no problems.

I sent the original to the manufacturer for comment as it was made/based in the U.K.  The answer was it hadn’t been used correctly.   . I responded telling them that my husband was a retired electrical engineer and I had a Physics degree from the University of London and we both had experience in using electrical items that were considerably more complicated.  Unsurprisingly we never heard from them again.

Yeah, this is how it used to work - I used to be able to get on a chat window and arrange for Amazon to sort the replacement, but now I only end up at a contact Oral-B page  

Shevek

Ah, found how to get onto a chat window...

Customer Service link in footer -> Something Else -> Contact Us

They really hide it away  

born_again

Shevek said:

Hi,

Back in July I purchased an Oral-B electric toothbrush from Amazon. It has stopped holding charge and I want to get a replacement.

I have gone through various routes on the Amazon site but all now end up at offering me to go to Oral-B website to resolve the issue.

As I understood it, under UK law it is up to the retailer to resolve whilst in warranty.

Are Amazon allowed to do this?

Just when in July, as you may be after the 6 month period.

You have to remember that warranty has noting to do with retailer. You consumer rights are with the retailer & after 6 months you need a independent report on the issue.

So if you are claiming under warranty. Amazon are right.👍

Okell

@Shevek -  if you particularly want to enforce your rights under some warranty or guarantee given by Oral-B, then that is who your remedy lies with.

But if you want to enforce your statutory consumer rights under the Consumer Rights Act 2015 that is nothing to do with a guarantee or warranty.

Under the legislation any item that fails within 6 months of purchase (when did you actually buy it and when did you contact Amazon?) is legaaly presumed to have been faulty when sold to you, unless amazon can prove otherwise.

So when you contacted amazon, did you tell them you wanted to exercise your consumer rights or did you talk about a guarantee or warranty?

(And did you actually buy from Amazon or a third party?)

If you paid by credit card, you might have a separate s75 claim against your card provider

Shevek

Shevek said:

Ah, found how to get onto a chat window...

Customer Service link in footer -> Something Else -> Contact Us

They really hide it away  

Getting a refund, don't need to return it. They did say it was a one-off exception though!

Shevek

Okell said:

@Shevek -  if you particularly want to enforce your rights under some warranty or guarantee given by Oral-B, then that is who your remedy lies with.

But if you want to enforce your statutory consumer rights under the Consumer Rights Act 2015 that is nothing to do with a guarantee or warranty.

Under the legislation any item that fails within 6 months of purchase (when did you actually buy it and when did you contact Amazon?) is legaaly presumed to have been faulty when sold to you, unless amazon can prove otherwise.

So when you contacted amazon, did you tell them you wanted to exercise your consumer rights or did you talk about a guarantee or warranty?

(And did you actually buy from Amazon or a third party?)

If you paid by credit card, you might have a separate s75 claim against your card provider

Ah, thanks for explaining the difference.

It was ordered direct from Amazon on 16th July 24, delivered on 17th, so the six months expires later this week. 

As per my. other comment, they have offered a refund via their chat.

Shevek

born_again said:

Shevek said:

Hi,

Back in July I purchased an Oral-B electric toothbrush from Amazon. It has stopped holding charge and I want to get a replacement.

I have gone through various routes on the Amazon site but all now end up at offering me to go to Oral-B website to resolve the issue.

As I understood it, under UK law it is up to the retailer to resolve whilst in warranty.

Are Amazon allowed to do this?

Just when in July, as you may be after the 6 month period.

You have to remember that warranty has noting to do with retailer. You consumer rights are with the retailer & after 6 months you need a independent report on the issue.

So if you are claiming under warranty. Amazon are right.👍

Yeah, I wasn't aware of that difference. I'm just inside the 6 months, it was 16th July. 

As above, I have got a refund from them.

born_again

You did well there then 👍

Okell

Shevek said:

Shevek said:

Ah, found how to get onto a chat window...

Customer Service link in footer -> Something Else -> Contact Us

They really hide it away  

Getting a refund, don't need to return it. They did say it was a one-off exception though!

Just out of curiosity, how much did you pay for it?