A question about : Faulty PVR within 1st month of purchase
Hi.
I bought a PVR from PVR Empire on 15th January. It worked for first 2 weeks then stopped working (switching itself on and off, volume going, etc). Their website states there is 12 month warranty on the product and products can be returned within 7 days for refund. Obviously longer than 7 days but...
I first contacted them via email on 12 February advising the product was faulty, They did not respond. I rang twice only to be told they were sales only and to email. I emailed again on 18 February and they replied saying to return at my cost for a replacement. I emailed on 19 February saying I didn't want a replacement I just wanted a refund, and that according to their website they would arrange for a courier to pick up product. No response! Tried ringing various occasions but constantly engaged. Emailed them again on 24 February advising what I had already asked for. They eventually responded today (27 February) advising that they responded to emails within 48 hours (er no!) and...
We are sorry to hear a problem has occurred two weeks later. However, we are happy to replace the item with either same or equivalent product of the same or slightly higher value at our cost. Full refunds are only available in the 7 days from receiving item and after this period we can forward item to Goodman’s for repair, replace, provide an equivalent replacement.
Collection service is available for the 7 day period. The item must be returned your cost and you are responsible to ensure the item is well packed and complete. Item must also be returned in a timely manner, as well.
Is this right? Or can I demand a refund or at least they cover the postage for returning the product?
Please help! I have tried quoting the sales of goods act and the distance selling regulations but they are sticking to their guns.
Thanking you in advance
Rachel
Best answers:
- demand refund for product, if it's faulty then you are entitled to it
- Is this Empire Stores or Enpire Direct ?
If its Empire Stores they offer a free collection service just go onto there website and request a collection or give them a ring ive always found Shop Direct Group to be good with faulty items i think they are getting confused with there 7 days inspection period (usually 14 days but 7 for electricals) if you dont like the item, make the point that it is faulty and you have only had it 3 weeks , if its Empire Direct they have gone bust so you will have to send back to the manafacturer. - It's neither! It's a company called PVR Empire. They are based in Birmingham, apparently they are the online arm of a company called Electronic Era.
- Ahh right i misread the post
You are entitled to a full refund including p+p
Have a word with consumer direct...
https://www.consumerdirect.gov.uk/ - You are absolutely entitled to a full refund if the goods are faulty. DO NOT let them fob you off with an exchange or credit or let them tell you there is a 7 day limit, there is not!
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