When I return a faulty item can I be forced to use the store's 0870 number?

pinkshoes

I hate 0845 numbers too, as they don't come under my free minutes, so I have to pay for the call, but most companies have an alternative 01 or 02 numbers...

Money_Saving_Dude

@hjb123
I bought it on line, but then had to come in to the store. I assume this means the Distance Selling Regulations no longer apply -- as is it not the case that the transaction is not complete until I have received the goods? In this case I picked up the laptop from the store, which was therefore a face-to-face meeting.

The DSRs only apply where there is no face-to-face meeting (which is partly why I suspect they do it).

And yes I do have the receipt.

But can I not insist on it being left in the store for them to deal with?

uktim29

Well there are no laws that dictate to companys that they have to have their returns procedure an exact way so I think you'll have to go with their policies.

chocolatechipcookies

Money_Saving_Dude wrote: »

The Sale of Goods Act give the consumer protection in the case of faulty goods. However I recently took a faulty laptop back to PC World. They said I needed to contact their customer services department, and here's the number...

Rather surprisingly (not!) they gave me an 0870 number. When I protested they gave me a cheaper 0845 number. I did ask for an 01 or 02 number, as those are not revenue sharing (ie PC World doesn't financially benefit from my call), but guess what, they didn't have any of those.

I then asked if I could make the call, or one of their staff could make the call, from their premises. They declined (I wounder why?). So I was ultimately forced to call their helpdesk to report the problem.

Not only do I find this offensive, but as I was in the store with the defective laptop why couldn't I leave that with them and they give me a receipt?

So with that background, my question is did the store work fully within the law or could I have insisted on them responding to my problem at no cost to me?

Any help, ideas or guidance will be gratefully received.

[As a side point you just know that when 0870 numbers lose their revenue sharing in the summer we will see all those numbers become 0871... ]

Why should the people in the shop call around for you? You have a phone and are able bodied. And to be offended to have to call a 0845 or 0870 numbers is a bit silly, I guess you don't call many companies then.

Money_Saving_Dude

@uktim29
Thanks, I suspect your answer is the correct one.

@chocalatechipcookies
Why should people in the shop call on my behalf? Because the shop is liable to deal with my compliant. That is the crux of my argument.

The replies of some on this thread shows me how far people have come to accept 0870/0845 numbers. Everyone is entitled to their views, and as many are amazed at my refusal to accept these numbers, so I'm amazed at what I see as acquiescence to them.

Thanks again to all of you who have argued this with me. Your replies are most enlightening!

C_Ronaldo

Id just call pc world on teh 0845 number, look at it this way you have 2 numbers to call them so since its a an expensive item you want resolved just call pc world on either number

dmg24

Money_Saving_Dude wrote: »

@hjb123
I bought it on line, but then had to come in to the store. I assume this means the Distance Selling Regulations no longer apply -- as is it not the case that the transaction is not complete until I have received the goods? In this case I picked up the laptop from the store, which was therefore a face-to-face meeting.

The DSRs only apply where there is no face-to-face meeting (which is partly why I suspect they do it).

And yes I do have the receipt.

But can I not insist on it being left in the store for them to deal with?

You bought it online, so assuming that all you did instore was collect the item, your contract is with the online division of PC World. Therefore in answer to your question:

No, you cannot insist on it being left in the store for them to deal with.

Money_Saving_Dude

Ah! Now that is food for thought. So the on line PC World is different to the chain-of-stores PC World is it? So they would be wrong to accept it and I would have no right to demand I leave it.

Interesting!

Thanks.

dmg24

Money_Saving_Dude wrote: »

Ah! Now that is food for thought. So the on line PC World is different to the chain-of-stores PC World is it? So they would be wrong to accept it and I would have no right to demand I leave it.

Interesting!

Thanks.

Yes, just like John Lewis Direct is separate from John Lewis stores, M&S online and M&S stores etc. Some of these allow returns to store, but this is discretionary, it is not by right.

What it comes down to is that they all have different cost centres. If the store were to send off your item, or even if you were to use their phone, it would be incurring costs to the wrong cost centre.

brightonman123

not al 0845 numbers are low rate... 0345 were, but they all got merged to 0845 afaik.. check outthe 0870 site for the proper number.