Camera in Argos

Chocoholic84

Bought a digital camera in Argos on Thursday - when I got home & turned it on there was a huge scratch on the screen!

Brought it back yesterday looking for a refund, they told me they can either give me a replacement there and then or send it away to the manufacturer's to determine if the scratch was indeed their fault (it certainly wasn't mine)

Can understand they get chancers coming in and wanting a full refund over something that they did themselves but passing it off as shop's fault, but pissed off because I imagined if a product was faulty I would be entitled to a full refund.

I opted to have them send it off and wait the 2 weeks, if it comes back as showing as manufacturer's fault then I get my refund.

Is this the normal process?

(They do have a 30 day guarantee thing but cameras seem to be exempt from that....)

Yawns

Have to just point out for you OP that Argos is one of the best retailers for returning items to. 9/10 times they will replace there and then or refund you. Below is the returns policy for items not covered by 30 day etc.

Important information
^If a product is excluded from our 30-day money-back guarantee, it is clearly marked with a †
Our 30-day money-back guarantee does not affect your statutory rights.
*If you don't have your receipt, as long as you have proof of purchase, we'll exchange the item or give you a refund with vouchers.
+ If you had your item delivered your order number counts as your receipt/proof of purchase
We're sorry but some items like earrings, foot spas and dental products can't be exchanged or refunded for hygiene and safety reasons, unless they're faulty.
To protect your personal security, we're also unable to accept returns on some non-faulty imaging and recording products such as MP3 players and digital cameras.
Please note all video games consoles are excluded from the Argos 30 day money back guarantee. Please ensure you read the specification on the box before installation. We also cannot accept returns for video gaming software under our 30 day money back guarantee if the plastic wrapping has been unsealed – this does not affect your statutory rights.

Cameras are exempt from the 30 day money back guarantee. Let them examine it etc and you will get your money back. If you are not satisfied with it write them a nicely worded letter. Argos actually do try to keep the customer happy so I wouldn't get worried at this stage.

shamrock55

why did you not just get a replacement??

jor el

Chocoholic84 wrote: »

Brought it back yesterday looking for a refund, they told me they can either give me a replacement there and then or send it away to the manufacturer's to determine if the scratch was indeed their fault (it certainly wasn't mine)I opted to have them send it off and wait the 2 weeks, if it comes back as showing as manufacturer's fault then I get my refund.

If you were happy to buy the camera only yesterday, why are you looking for a refund at all? A replacement would have had you get the exact thing that you just bought.

If the manufacturer comes back and says this damage was caused by you, then you won't get a refund. You'll have a fight on your hands to get it at that stage too. An instant replacement will be off the cards too.

Chocoholic84 wrote: »

I imagined if a product was faulty I would be entitled to a full refund.

You imagined wrong. You are entitled to a replair, replacement or refund, but there is no preference of one over the others in law, and neither party gets to force a choice. The retailer must simply offer one of them, and they have done this.

kranbo

As earlier poster observed I can't understand why you didn't accept a replacement - you purchased a camera which was slightly damaged - why would you think you would be due a refund when they offered a replacement?

intrigued12

why wouldnt you just get a replacement there and then????? You just bought the camera right? Bizarreness, illogical mental stuff.

Chocoholic84

The reason I wanted a refund was because it was a faulty camera and I was hoping to get my money back to purchase a better quality one!
Anyway, an update:

So the camera came back from manufacturers, whose verdict was it wasn't their fault, so Argos told me I'd have to pay for a repair!
Went in twice to try reason with them but no joy.
Got onto the NCA who were very helpful and told me to write an official letter of complaint...and hey presto, once they got a threat of legal action, Argos were very accommodating and gave me a gift voucher to the value of what the camera cost. It's not cash, but better than nothing!

Yawns

you're not making much sense OP. The camera itself wasn't faulty. It had a scratch on the screen. A replacement would have got you the same camera minus the scratch. It sounds like you didn't want the camera when you brought it home and just tried to chance your arm tbh.