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Post by John on Nov 7, 2019 21:49:54 GMT
I bought a product after about 6 weeks it started going wrong I spoke to the manufacturer and they explained how to reset
This fixed it but it never quite performed at the same level again
another 4 weeks it goes again I kind of get it working but it had some major faults in its operation that in the end, I could not live with
A few times contacting the Manufacturer they were on Holiday
The dealer took in and said they found the same problem and returned it to the manufacturer. They are now claiming they did not find a fault but sent it to the manufacturer for them to check
Last week I spoke to the manufacturer and they told me after reset it was working fine but they were going to run a few more tests.
It has now been away from me for four weeks. Whilst the dealer has been responding quickly they have not offered any help.
I no idea what rights I have if any but feel totally let down by the dealer and manufacturer
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Post by julesd68 on Nov 7, 2019 22:57:21 GMT
Ideally, what would you like the dealer / manufacturer to have done, or do now John?
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Post by John on Nov 8, 2019 5:27:20 GMT
Well think they should have at least offered me something to get by I probably have turned it down but it would have shown good faith
Ideally, I just want the product back so I can sell it
I would never buy another product from them now
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Post by MartinT on Nov 8, 2019 6:39:45 GMT
Could you not get your money back on the basis that it's not of merchantable quality, i.e. doesn't work as specified?
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Post by liffy99 on Nov 8, 2019 9:06:18 GMT
Did you buy online ? Depending on what it was you bought you will probably have had a 14 day window to change your mind and return it.
Beyond that, if the product develops a fault within 6 months the onus is on the retailer to get it sorted.
After 6 months the onus to prove it is faulty lies with you.
There is a EU Directive on consumer goods which, as enacted in U.K. law sets out an expectation that goods may be of satisfactory quality to last up to 6 years. This is not a guarantee mind, and if used your fair use of a product may be taken into account (e.g. if a product fails after three years a challenge may give rise to you getting reimbursed in some way for half the value - but this would be a master for discussion with the supplier, small claims court etc). I used the EU Directive to convince Sony to replace a 2 year old PS3 foc by simply writing a very clear letter.
The website Resolver helps with loads of consumer issues . . . .
in your case it seems the retailer is doing the right thing. If there is clearly a fault you should be able to ask for a replacement, repair or refund as goods are not of satisfactory quality.
But what is the product and fault ? Can you reproduce it easily ?
i hope you do not try to sell a product on that is faulty though without making that clear to a buyer.
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Post by ChrisB on Nov 8, 2019 10:09:11 GMT
Demand your money back, John. You shouldn't have to recover it through the secondhand market.
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Post by John on Nov 8, 2019 10:54:05 GMT
Even Martin experienced the issue when here
I asked the dealer to take it back
I have lost faith in the manufacturer due to poor communication
I think the only fair way is for the dealer to step in as be impossible to sell
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Post by John on Nov 8, 2019 11:16:42 GMT
The dealer will not take it back and the manufacturer says working perfectly
I will keep a copy of the email
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Deleted
Deleted Member
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Post by Deleted on Nov 8, 2019 11:19:27 GMT
Hi John
Time for trading standards, as the product is not as described as in working with a certain Subscription system.
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Post by julesd68 on Nov 8, 2019 11:36:56 GMT
This seems to be a tricky one - what are you rights to return if it is faulty within warranty period but they take it back and fix it?
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Deleted
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Post by Deleted on Nov 8, 2019 11:39:40 GMT
This is more to do with stipulating it functions 100% with a subscription service within their own literature and website, if this is not the case then this become false representation imho
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Post by julesd68 on Nov 8, 2019 11:41:28 GMT
OK, which subscription service is this?
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Post by liffy99 on Nov 8, 2019 11:46:20 GMT
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Post by Clive on Nov 8, 2019 13:12:34 GMT
Is it the lack of Spotify? The explanation I've been given is that Spotify changed their spec and this requires rework of the software.
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Post by liffy99 on Nov 8, 2019 13:23:33 GMT
I’m obviously missing something here. What exactly is the fault ?
Something to do with streaming but the OP did not raise that . . .
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Post by Clive on Nov 8, 2019 13:38:22 GMT
I think John maybe wanting to protect the vendor identity. There might be a mix of a product fault or reset issue plus promised functionality.
If it's what I think it is, this is what I've been told just this week:
One of our engineers is dedicated to this whole Spotify topic 24/7.
Unfortunately they have changed their certification routine a couple of weeks ago, so every step has to be repeated.
I honestly don’t know how long this will take, maybe 2 weeks, maybe 2 months. We hope for the former of course
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Post by John on Nov 8, 2019 13:51:46 GMT
Bluetooth issue occasional app issues and promised functionality
I am keeping it deliberately vague as Clive points out to protect others
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Post by MartinT on Nov 8, 2019 14:00:54 GMT
Bluetooth or lack of Spotify, it's still not fit for purpose.
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Post by Slinger on Nov 8, 2019 14:11:23 GMT
Product quality - what should you expect?As with the Sale of Goods Act, under the Consumer Rights Act all products must be of satisfactory quality, fit for purpose and as described. The rules also include digital content in this definition. So all products - whether physical or digital - must meet the following standards: Satisfactory quality Goods shouldn't be faulty or damaged when you receive them. You should ask what a reasonable person would consider satisfactory for the goods in question. For example, bargain-bucket products won’t be held to as high standards as luxury goods. Fit for purpose The goods should be fit for the purpose they are supplied for, as well as any specific purpose you made known to the retailer before you agreed to buy the goods. As described The goods supplied must match any description given to you, or any models or samples shown to you at the time of purchase. Who should you claim against? If what you’ve bought doesn’t satisfy any one of the three criteria outlined above, you have a claim under the Consumer Rights Act. If you've bought a faulty product, you can read our guide, which shows you what you should do and how to make a claim. If you want to make a claim under the Consumer Rights Act, you have several possible ways of resolving your issue, depending on the circumstances and on how you want the retailer to remedy the situation. Your rights under the Consumer Rights Act are against the retailer – the company that sold you the product – not the manufacturer, so you must take any claim to the retailer. WHICH - Consumer Rights Act
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