Retailers and SOG Act...

illuminate

Anybody who reads these boards and listens/watches consumer programs will be well aware of the number of occasions that retailers tell a customer with a faulty item to sort the matter out themselves direct with the manufacturer.

As most here will know, this is in direct contravention of the Sale of Goods Act.

My questions is this, and hopefully anybody that has worked for one of the big shed retailers (as it is they who seem to do this most) will be able to help.......

Is this done out of ignorance by poorly informed/trained staff ? Or..... as I believe most likely, is it a deliberate ploy by said retailers to pass the buck and save on costs ?

If its the latter..... why on earth do the manufacturers put up with it ?

So.... who here has worked in retail and is prepared to spill the beans ?

deanos

It is up to the Store to sort it out i agree , but most of the time they will send faulty goods back to the manufacturer for repair anyway, sometimes its quicker to go direct.

robert_harper_2000

I run a small pet shop and we have been told by one of our manufacturers that the warranty has to be done through them and we aren't allowed to exchange if there is a problem. What do you make of that??

uktim29

With the post above stating the manufacturer is happy to deal with the problem what is wrong with letting them do that?

Is this about getting something sorted or just petty knit picking for the sake of saying it's not being done the way the law says it should be done.

I suspect the latter. What motivates people to knit pick for the sake of knit picking? It must give them some sort of sense of authority/pleasure.

superscaper

uktim29 wrote: »

With the post above stating the manufacturer is happy to deal with the problem what is wrong with letting them do that?

Is this about getting something sorted or just petty knit picking for the sake of saying it's not being done the way the law says it should be done.

I suspect the latter. What motivates people to knit pick for the sake of knit picking? It must give them some sort of sense of authority/pleasure.

It's "nitpicking".

uktim29

superscaper wrote: »

It's "nitpicking".

Your knit picking!!!!!

Mo_Money_4

Sadly on many occasions a customers 'faulty' goods simply aren't.
Sending it back to a manufacturer that you know will laugh and send it back to you IS a total waste of money and time.
As for poorly trained staff i doubt that. Returns/refunds would be carried out at supervisor level or above and basic knowledge of SOG act would most likely have been covered in induction training or the like.
Also depends on time scale, after 12months the 'guarantee' is probably a warranty with the manufacturer if the item came with extended terms. Check small print. So asking a customer to go direct to the manufacturer is often the correct way to go, even if you think you have a grievence with a product, if the shop doesn't see it as a manufacturing defect why should they waste good time and money sending it back and forth. Cost is a major part of retail these days, just ask Allders, Courts, Sleep depot, oh that's right, you can't, they've gone pop. As retail grinds to a halt due to the global economy situation we're gonna see many more retailers dissappear this year i would guess, and those that survive are going to be more cautious with the pennies. This will result in retailers not wasting money on courriers, postage, phone calls etc. on a lost cause. Especially if you may have more luck going direct yourself.
Most manufacturers these days have a customer care deptartment where 1 to 1 explanation of your circumstances is far better than 2nd or 3rd hand info through the retailer. I know the law is there for a reason but sometimes it makes sense to offer advice about different approaches.
Mo.

superscaper

uktim29 wrote: »

Your knit picking!!!!!

I know, I couldn't resist the irony.

mute_posting

illuminate wrote: »

If its the latter..... why on earth do the manufacturers put up with it ?

I suspect because often it will end up with them (via the stores) anyway and it thus isn't in their interests to turn the customer away and send them back to the retailer.

If the manufacturer sorts it without quibble, the customer comes away with a satisfactory experience, whereas if they refused to deal with it the customer wouln't hold a very high opinion of them.

Just my opinion

MP

G42

uktim29 wrote: »

Your knit picking!!!!!

I think you mean "you're nit picking"

chez000

What annoys me most about a store sending faulty goods away to the manufacturer is when you have bought something taken it home opened the box and it doesnt work.

In this circumstance I want and should (to my mind) be entitled to an immediate replacement. I shouldnt have to wait for the store to send it to the manufacturer to find out whats wrong, as this can take months in some cases.

I would agree with illuminate in that it is an attempt to pass the buck and/or save on costs