Argos faulty item policy

DDCMFC

So purchased a item on 24/7/25 delivered, I'm bedbound and disabled and only just tested item as a present, doesn't work
Just spent 51 minutes on phone telling me to call manufacturers as past 30 days, I can't get it picked up by Argos because they need a refrence from manufacturer.
So I told them I'm not calling manufacturers because I bought from Argos this is incorrect information and your job not mine.
Despite my reasons on disabled and bedbound 30 days rule still apply, so I informed her 30 days rule is a internal process and law overrides any internal process.
So you are saying unless I call manufacturers I can't get item picked up and she said yes, but if you went to shop I could get refund.
She said we can trf you to manufacturer, I said no not my job and not speaking to them.
I asked we're in policy does it state reasonable adjustments past 30 days to be told we don't have a policy for disabled, now id I could go shop I would but I can't hence asking for pick up.
I asked for manager to be told none available will call in 3 hours, 11 o'clock at night, seriously.
I asked to be transferred to complaint team to be told we can't transfer you to complaint team we don't have access, so they can trf me to a manufacturer but not there own department of complaints!!!!
So I read out laws and legislation to be told it out policy.
I asked for complaints email to be given customer service email I said no complaints email she said we don't have one complaint is customer service, so I said why are you giving me a address for customer service and I'm speaking to you in customer services!!
I said why can't you log a complaint and get someone to call me or call manufacturers and get me number she said she can't, I'm in shock.
Now it's only 5 days past 30 days and can't get pickup.
I actually know the law I have 30 years career in law until last year when bedbound and disabled.
We do not need to call manufacturers it's there job so anyone who does shouldn't.
I recorded call and informed her and before I ended call I asked again 
So you have no policy or reasonable adjustments for disabled and you make customers call manufacturers after 30 days which is in-lawfull and not the law and your job and she said yes.
When someone buys a product from a service your agreement is with them not the third party, you do not call them they are paid for this.
Not only are you doing there job you are being denied a refund unless you do.
This is being escalated further but I'm letting you know that is incorrect.
Now I have to wait till 11 to receive a call

timmy963

You can take the time to call Argos about a dozen times for hours at a time, but can't phone the manufacturer as requested to help troubleshoot or potentially fix your issue? A lot of places seem to do this now where they request you contact the manufacturer in the first instance because they are experts of their own devices and typically the warranty will be direct with the manufacturer.

If I was the customer service agent and gave you a number for our 'specialist repair agents' without telling you it was a manufacturers number, would that have made a difference?

It's one way retailers try to reduce returns because something like 80% of 'faulty' returns are actually fully functioning and nothing wrong with them and retailers have to sell multiple more in order to recoup the loss.

Aylesbury_Duck

Sometimes it's sensible to do the right thing instead of doing nothing for the sake of being right.

sheramber

Argos need to establish there is a fault .

They don’t have engineers to do that so would have to send it to the manufacturer and  wait for a reply.

Then Get back to you.


 Or, you could save time by contacting the manufacturer direct.

I am not aware of any retailer who will collect an item, unless it is too large to post or courier. 

Royal Mail and couriers offer a collection service. 

Undervalued

DDCMFC said:

So purchased a item on 24/7/25 delivered, I'm bedbound and disabled and only just tested item as a present, doesn't work
Just spent 51 minutes on phone telling me to call manufacturers as past 30 days, I can't get it picked up by Argos because they need a refrence from manufacturer.
So I told them I'm not calling manufacturers because I bought from Argos this is incorrect information and your job not mine.
Despite my reasons on disabled and bedbound 30 days rule still apply, so I informed her 30 days rule is a internal process and law overrides any internal process.
So you are saying unless I call manufacturers I can't get item picked up and she said yes, but if you went to shop I could get refund.
She said we can trf you to manufacturer, I said no not my job and not speaking to them.
I asked we're in policy does it state reasonable adjustments past 30 days to be told we don't have a policy for disabled, now id I could go shop I would but I can't hence asking for pick up.
I asked for manager to be told none available will call in 3 hours, 11 o'clock at night, seriously.
I asked to be transferred to complaint team to be told we can't transfer you to complaint team we don't have access, so they can trf me to a manufacturer but not there own department of complaints!!!!
So I read out laws and legislation to be told it out policy.
I asked for complaints email to be given customer service email I said no complaints email she said we don't have one complaint is customer service, so I said why are you giving me a address for customer service and I'm speaking to you in customer services!!
I said why can't you log a complaint and get someone to call me or call manufacturers and get me number she said she can't, I'm in shock.
Now it's only 5 days past 30 days and can't get pickup.
I actually know the law I have 30 years career in law until last year when bedbound and disabled.
We do not need to call manufacturers it's there job so anyone who does shouldn't.
I recorded call and informed her and before I ended call I asked again 
So you have no policy or reasonable adjustments for disabled and you make customers call manufacturers after 30 days which is in-lawfull and not the law and your job and she said yes.
When someone buys a product from a service your agreement is with them not the third party, you do not call them they are paid for this.
Not only are you doing there job you are being denied a refund unless you do.
This is being escalated further but I'm letting you know that is incorrect.
Now I have to wait till 11 to receive a call

Whilst I sympathise about your condition, as far as I am aware it does not give you any additional legal rights that are relevant to this dispute. However you say "I actually know the law I have 30 years career in law" so maybe you know differently? 

Unless the firm want to extend goodwill the reason for the delay in opening / checking the product is irrelevant. You have exceeded the short term right to reject so can no longer simply send it back at their expense for an automatic refund.

If it is faulty you obviously have your statutory rights to a repair, replacement or a refund and as you have had it for less than six months any fault would normally be considered to be inherent unless the seller can show otherwise.

Yes, you can be pedantic and insist that you will only deal with the seller and not the manufacturer but whether that is the most pragmatic way of reaching a speedy and satisfactory resolution is debateable. 

It is your responsibility to send it back. Depending on the diagnosis you may be entitled to be reimbursed for the cost of so doing.

Honestly, I'd take the path of least resistance!

user1977

Given the OP says they know the law and isn’t asking for advice, I wonder if this better belongs on the rants board?