Wrong part supplied but would not refund original postage

[booji]

Hi, all

I ordered a bearing replacement kit for my WE146 washing machine (1 x CY015102 – Candy & Hoover Bearing Kit ) on 1st Nov. It was displaced on 5th Nov and arrived on 6th. After taking my washing mashine apart today I found the the bearings were wrong so I phoned UK Whitegoods.

They said Hoover may change the bearings at the end-of-run machines (although my machine was bought right at the begining of the production run).

They did offer a refund they said they would NOT refund the original cost of postage. While I dont mind paying for the return cost I think they should refund in the charge on my credit card in full (including the £2.95) for postage.

It only cost them £1.69 to post anyway.

I thought that under distance selling rules repayment should be in full.

Please feel free to comment,

Kevin Ingram.

[kwatt]

Re: Wrong part supplied but would not refund original postag

Not knowing the circumstances it’s difficult to answer accurately but the DSR does state that postage should be refunded so I have to think that there’s a reason here for it not being. I will find out, but obviously probably not tonight.

It is not unusual for manufacturers to change spares on a whim, if we are aware of it or a date code split etc. then we will ask you for the serial number or date code. Sadly they don’t always tell anyone they’ve done it and we have to rely on information from the manufacturers on what spares fit what models a fair bit. It annoys us as much as it does customers for an engineer it’s soul destroying after waiting for parts only to return to fit them and find that they are wrong.

I note you say that it “only” cost £1.69 to post. Did you consider the cost to pick and pack the item or indeed the packaging itself in that or is that the basic cost of the stamp?

K.

[booji]

Re: Wrong part supplied but would not refund original postag

Thanks for swift respose.

I can appricate the fustrations of part changing and the fact that it can be an unecessary cost as well as time and effort for both of us.
I’ve got a washing machine in bits now. At least it worked before, if a little noisy 🙂 I’ll hold on in returning the part untill I hear from you.

FYO order #8867

Cheers,

Kevin.

[kwatt]

Re: Wrong part supplied but would not refund original postag

Hi Kevin,

The full amount will be refunded. It would appear to be no more than a simple misunderstanding on the returns procedure.

Sorted anyway.

K.

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