Warranty return – what is a reasonable time frame to deal with it?

Just sense checking and working out how miffed I should be before responding.

I recently bought a REALLY expensive smart turbo trainer – 4 figure expensive – from a well know online retailer. It failed within 6 minutes of use (electronic brake overheated and the unit shut down and all resistance went). I sent the warranty claim to the online retailer who arranged for collection and 10 days after my first communication acknowledged it has arrived back with them.

They say the manufacturer wants to inspect the unit so it’s going to be shipped to them and I should hear ‘their decision’ in 3 weeks.

So basically the best I can expect if I go along with this is that I might get a new (or repaired) unit back over a month after I reported the issue. That seems a hell of a long time and inconvenience when I had the turbo for less than 3 days and used it for less than 6 minutes. It feels like I should just be sent a new unit from stock right now.

Is this just the way it is or as a consumer should I expect (morally or by law) more?

ta.

Distance selling regs……you can change your mind and get your money back.

Distance selling regs……you can change your mind and get your money back.

But only if you return it in saleable condition. Clearly I haven’t. Am beginning to think I should have just been dishonest and returned it and ordered again elsewhere. Would have been a hell of a lot faster.

Just reject it as not fit — you have 30 days to do this IIRC. MOney back time.

“30-day right to reject

Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund – as long as you do this quickly.

This right is limited to 30 days from the date you buy your product. After 30 days you will not be legally entitled to a full refund if your item develops a fault, although some sellers may offer you an extended refund period. “

http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act?gclid=CKestdWv3dACFU277QodZScH1A

Thanks TJagain. I had seen that but did wonder that whilst you have 30 days it must still be the right of the retailer to verify if the goods are in fact defect. If they say it needs to be sent to the manufacturer for this to happen and that takes 3 weeks then maybe not unreasonable. Still feels from my perspective.

Nope – you just write to them and tell them you are rejecting it. They have to refund. thats my understanding.

If it broke that quickly its unfit for purpose unless you did something that caused it to break

Out of interest what brand of turbo trainer is it?

tacx.

Reports of their quality control issues being improved seem to be premature.

Contract is between you and retailer; you have legally enforceable rights with the retailer.
They are required by law to either replace or refund – you tell them which you want – and this is not dependant on any input from the manufacturer.
Distance selling & consumer rights legislation is 100% on your side.
Used once for 6 minutes only and it packed up; go for it.
If you go for replacement from retailer push them for ‘something’ to compensate for inconvenience and disappointment.
£1k+ spend – I would push for goods to value of 10%.

It feels like I should just be sent a new unit from stock right now.

I feel like I should be able to leap tall buildings in a single bound….does’nt make is so.

If it broke that quickly its unfit for purpose unless you did something that caused it to break

This is what they are determining.On occasion, some people are economic with the facts.Is 3 weeks ‘reasonable’….depends on which side of the fence you are.

as a consumer should I expect (morally or by law) more?

You can expect what you like.What you are entitled to under consumer law is their only obligation.

Yes but if he waits for their assessment his 30 days will be up which is why its essential to tell them now its being rejected to protect his position.

3 weeks just to be assessed is not reasonable

That seems ridiculous. Your contract is with the retailer not the manufacturer.

If you paid with a credit card them to sort it – they can reverse the payment. If you paid with debit card then you can also do this but I don’t think its such a comprehensive right.

Tell the company what you’re going to do as they may just refund you – I belive getting a reversed cc payment is a pita for the retailer.

http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases

Good luck with getting a decision in 3 weeks – its Christmas week and most of the bike trade will only be thinking of food and riding after about the 18th December. You need to put some pressure on the retailer to sort it.

This is a week long issue in reality – the retailer can easily courier it back to Zyro Fisher in a couple of days if they have the mind to. And the distributor could easily look at it within 48 hours too if it was prioritised. If its a big retailer they should pretty much have the weight/relationship to push it through quickly.

Be aware that the distributor has just gone through a big structural change and are by all accounts more than a little disorganised at present – that may not help the situation if you leave the decision making to them.

None of the posts change your legal rights; my earlier post refers
It’s your money and your problem but if you do not stand up for and enforce your rights we – all of us, including you, will suffer from retailers who think they can piss on our legal rights.
My £1k and retailer supplies defective product? You have 24 hours before I start legal action.
I could afford to lose £1k – but wouldn’t.

No need to do any legal action. Simply use your rights under the law. I bet if you remind them of your rights they will simply refund.

Update – a polite but firm email stating the current response was unreasonable and a request for immediate refund (claiming the 30 days rejection from the consumer rights act) or a replacement unit from current stock has resulted in a polite email response saying request noted and a new unit is on it’s way. Happy with that. Shame that it wasn’t their first response but they got there in the end with only a little prod.