Argos - faulty goods policy

xplosiv77

Hi all - I purchased a laptop from Argos on a Black Friday deal at the end of November.  It was as a Christmas present for my son, who received it for Christmas.  

The laptop initially worked but after several uses a fault occurred and the operating system wouldn’t load up - black screen and no way of attempting a reset.  

Today I brought it back to Argos and requested a replacement.  I was told by the worker that because I purchased it over 30 days ago I needed to call the manufacturer and if they can’t fix it, will issue a code which could be passed to Argos for an exchange.  She maintained this was the case even when I pointed to their extended Black Friday returns policy up to 31 January. Apparently that’s only for unopened gifts rather than faulty ones.  But you’d think the point of the extension aimed at Christmas gifts would apply to both scenarios?!  

My question is, am I right in thinking the Argos worker is wrong in stating I need to call the manufacturer helpline to have the laptop repaired or exchanged?  I’d have thought my purchase/contract is with Argos, so they should remedy the issue - whether that be to arrange a repair on my behalf or exchange it?  In fact, in the Argos returns info section for faulty goods purchases over 30 days old, it states:

“If the item is still within its guarantee period we will arrange a repair using one of our specialist repair agents or if this is not possible we will replace your item.”

Nowhere does it say the customer has to do all the legwork in calling the manufacturer.  Please can someone clarify the legal position here?  I’m intending to pay Argos another visit and it would be good to be armed with this information.

Thanks in advance for any help you can send my way! 

born_again

Look at it this way, if you want argos to contact the manufacture to fix. It is only going to delay the process.

xplosiv77

I’m sure you’re right ( though I suspect they’d rather exchange than go to the hassle!).

What I’m after is to know whether or not what the Argos worker is telling customers is legally correct. Can they refuse to accept a faulty good purchased at their store and insist the customer is REQUIRED to call the manufacturer? 

FlorayG

Argos has arrangements with many manufacturers to send items to them from store and get repairs done but they don't have this arrangement with every one. I expect your laptop is from one of those and so you will need to contact the manufacturer yourself. If you are outside the 30 day limit then that is usual practice HOWEVER store managers have a lot of leeway and if I were you I would go back and be your best and most polite and reasonable self and talk about the extended returns for Christmas gifts so that the laptop wasn't even opened until Christmas so how would you have known it was faulty before that?
The manager CAN refund you, but is not OBLIGED to; try the softly, softly approach 

the_lunatic_is_in_my_head

No Argos can’t force you to go to the manufacturer, sadly it might be easier to if you want a hassle free repair. 

xplosiv77

Thanks for your comments. I’ve been back and spoke to someone else who was much more helpful and has ordered me a replacement and I should be able to do an exchange tomorrow when it comes in.  The lady I spoke to earlier was a bit of a jobsworth who I’ve had negative dealings with before.  I’ll just make sure she’s not on duty when I go back! 

PragmaticMoneySaver

FlorayG said:

Argos has arrangements with many manufacturers to send items to them from store and get repairs done but they don't have this arrangement with every one. I expect your laptop is from one of those and so you will need to contact the manufacturer yourself. If you are outside the 30 day limit then that is usual practice HOWEVER store managers have a lot of leeway and if I were you I would go back and be your best and most polite and reasonable self and talk about the extended returns for Christmas gifts so that the laptop wasn't even opened until Christmas so how would you have known it was faulty before that?
The manager CAN refund you, but is not OBLIGED to; try the softly, softly approach 

Incorrect - the retailer CANNOT force you to go to the manufacturer, as mentioned previously in the thread your contract is with the retailer - they need to deal with their supplier.  But yes, sometimes it is quicker for you to skip the retailer but you don't have to.