- This topic has 9 replies, 5 voices, and was last updated 15 years, 10 months ago by
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Received from one Mark Smith:
“mark smith
hi i bought a faulty oven from discount domestic appliances and when i returned it the next day they refused to replace or refund me what can i do, i have no idea what to do your help would be much appreciated”
Replied as follows:
“Hi Mark,
I acknowledge receipt of your message and will make an enquiry as to your legal position in the morning.If you could supply further details of the retailer and the nature of your
problem, it may help us help you.Regards,
Chris Chantrell,
Secretary,
Whitegoods Trade Association.”I suspect that this may not be directly within our remit without knowledge of the retailer, but cn we offer any advice?
Chris.
Re: Here we go..
Okay.
I don’t know if the company is a WTA member.
It does raise a point however and, I do think I asked about this but can’t honestly recall if I did or not…
Does the WTA COP cover selling at all? If not, my own personal view is that it should.
As to this enquiry…
The customer has the right to refuse the goods totally as damaged and therefore clearly not fit for purpose. The old “fit for purpose” does actually apply here for a change! 😀
The retailer has a legal obligation under the SoGA to remedy by either offering to replace or refund, totally FOC to the customer. End of chat.
IF the machine has been delivered on day and discovered damaged and returned the next or within a reasonable period. If however it was signed for as being okay things get a bit more messy as then the retailer can say the customer did it and it becomes a their word against their word sorta thing.
TBH this one seems kinda clear cut.
HTH
K.
Re: Here we go..
basically what he said .. 🙂
by the way am now off to the lake district for a week back next Sun
LRe: Here we go..
The problem we hit with the COP covering Retailers was MASSIVE if I remember right… I did chat with Don for a bit, but after some OFT talks, we decided it was tooooooo complex to cover retaillers too…
Can I suggest we continue the application as it is, then WHEN we have the badge, we can look to add retaillers?
Thought behind it is probably easier to get the badge then approach with a new angle, rather than get assessed on all angles?
Anyways, I’m almost back to normal now, so shall be doing the work on the GAP Analasys this week…
Ade 🙂
Re: Here we go..
Bit more info;
hi Chris
many thanks for getting back to me so quickly
the company is called Discount Domestic Appliances the owner is Paul Hughes mannor lane deeside CH5 3PZ
i bought an oven from them on the 18th of May this year when i unpacked it it had a large crack on the door which subsequently broke
i phoned them and they agreed to replace it i took it back and they refused making up some cock and bull story about me taking it away by car and not an estate car
its just a good way to get rid of faulty goods
any help you can give would be much appreciated rough traders like this shouldAnd there it stopped.
Chris.
Re: Here we go..
A bit of a minefield this !
If customer did take it home themselves who to say they did not drop or damage it some how?
The company ‘Discount Domestics’
Looks like they sell graded products?
Was it sold as new?
Was it packaged up properly?
It looks like they are euronics dealer, so tell him to contact them?
From their site!
We Deliver, We Install, We Care!Our philosophy in two words: Service and Price. Euronics Retailers are often family-run businesses, who take pride in their customer service and product knowledge. They take the time to get to know the customer and the product, so when you come into a Euronics store, you’re not talking to someone who’s under pressure to reach targets. In reality you’ll probably be talking to the owner or family member, someone with serious know-how in their field. So not only will they be giving you a brilliant price, they’ll be able to provide you with advice you can really trust.
And it doesn’t stop there! Euronics Retailers also focus on after sales service; from delivery to installation, servicing and repairs, the Euronics experience does not stop when you exit the shop. They care about their customers and pride themselves on the attention they give to their customers after the sale.
For more information about Euronics go to Euronics International
He has already written a review on there site by the looks saying dont buy from this company.
http://maps.google.co.uk/maps/place?rls … 1882167753
:rolls:
Re: Here we go..
That was my 1st thought, did he take it away or was it delivered and installed. One would presume he took it as if it was delivered and installed, surely, the guy would have refused delivery?
Now this is what I mean by COP covering retaillers, it is a MINE FIELD! I suggest we stay away from this, Chris, my reply would be along the lines of……………………..
Apologies, but as the supplying dealer is not a WTA member we cant assist (As per Kens Trade guidelines)! In future… Look here for a WTA member so we can assist if anything goes tits up! www……………….
🙂 Ade
Re: Here we go..
Just read that again! Clearly he did take it away. Damage was most likely caused by him in transit or by carrying… Anyways, Kens ‘Trade Guidelines’ come into effect here………….
If he aint a WTA member, apologies, but you’re on your own!
Re: Here we go..
With the additional info…
If the oven was not delivered by the company, I was under the impression that it was, then the company are probably claiming that the customer damaged it in transport.
At that point, it comes down to, was the oven inspected before it left the premises and whatnot.
The affair becomes more complex however as it’s obviously not as cut and dried as first it was made out to be and, this leads to a series of questions, has this been reported as a fault on the oven to the manufacturer? If so, is there some reason why it cannot be repaired? Was the oven an ex-display, sold as seen or what was the deal?
Under current legislation it’s up to the retailer to prove that the fault was not there when the product was sold or, they’ve got to remedy it under the SoGA. However, there are caveats in it that allow for the likes of ex-display, end of line and so on if the terms of sale where clearly given.
In the end though Ade is correct, if the retailer is not a WTA member there’s really nothing that we can do to assist no matter who’s right or wrong.
K.
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