What are my rights?

GentleGiant_2

Hi,

I have purchased a VOIP phone, for which I have six incoming lines on.

The phone was faulty from day one.

I was in touch with the manufacturers quickly, who confirmed that it was faulty.

I then contacted the online company with whom I purchased it.

They have issued me with a RMA to return it, however this will mean that I am without the ability to receive incoming calls for a week whilst I wait a replacement. They have suggested I use a free softphone on my laptop to receive the calls, but this is far from ideal, as I do not have any devices for using as a microphone etc .

The phone was received on Tuesday 8th January 2008
I contacted the manufacturers on Monday 14th January 2008
I contacted the seller to inform them on Wednesday 16th January 2008, although they did not respond until today (21st January)

I therefore wondered what my rights are?

Am I liable for return shipping costs?
Do I have any rights to request a replacement first, as I cannot operate properly without the phone?

What is your advice, as at the moment all they are saying is send it back and make do in the meantime, with no estimate on timescale.

Many thanks.

Christian.

GentleGiant_2

As I do not have a microphone or a USB phone to use with my laptop, they have now just said 'then you will have to wait to use your phone'.

Not very helpful.

Ironically I feel I should have had a free USB phone from them as I responded to an offer that said have a free USB on orders above £99 (excl vat & delivery) - it was the 'above' word that cost me a free USB phone as my order was for exactly £99 , and so of course they did not send me one However as the offer said above, I do not have a leg to stand on (that is my fault & a lesson learnt).

GentleGiant_2

Anyone ?

dmg24

If an item is faulty, the retailer is liable for the cost of returning your item.

They do not have to send you a replacement item before you return the faulty one.

GentleGiant_2

Thanks - all they have said is send it to us - any further requests by me are referred to as 'demands' by their support department

They have made no offer to collect or to cover my costs

As I can't really be without my phone, I have even offered to pay for a new one if they can send it post-free and then refund me when they get the faulty one - but they even referred to this as a 'demand'

I will try and call them tomorrow.