What are my rights? Ongoing prob with buggy.

marley123

So spent a small fortune on Travel System in April 2010, buggy has been in 3 times to be repaired. Have been waiting 2mths for replacement wheels. constantly ringing & overall manager coming back to me tomoro. At this stage I am fuming as had to buy replacement buggy. Am i entitled to any sort of a partial refund?

dudara

Has it been in for the same repair each time?

Anyway, 3 repairs on a buggy seems too much (assuming that it received no undue excess wear and tear). Before I give any specific advice, have you been dealing with the retailer?

marley123

no, different issues. Folding mechanism, wheel barings & problem with attachment for pram part. All calls to them go via UK - but managed to get assistant mgr who saw on system that note in about wheels but never followed through on. Apparently overall mgr calling tomoro but not the first time I have been told this so not holding my breath as we have called in twice about the replacement wheels but still no joy.

Forest Master

Just bring it back in & demand a refund on the spot - 3 repairs is ridiculous. They're lax in responding, and already you've had to replace it yourself. Just go back into the store with buggy & receipt & ask for a manager. You're covered under Sale of Goods & Supply of Services Act.

If they refuse, just go to Small Claims (it will never get that far - but pursue it with full intent).

marley123

I asked for a refund 6mths ago after 2nd time & they point blank refused - actually pretty much sniggered when I broached the subject. Don't find them nice to deal with at all.

Forest Master

Well they're wrong - don't get pushed around. Either call in or make 1 last phone call - tell them a refund is their only option now. And tell them you're pursuing Small Claims Court.

If they laugh or refuse again, pursue Small Claims Court

slimjimmc

Forest Master wrote: »

Well they're wrong - don't get pushed around. Either call in or make 1 last phone call - tell them a refund is their only option now. And tell them you're pursuing Small Claims Court.

If they laugh or refuse again, pursue Small Claims Court

Don't rely on phone calls or chats with managers any more, put your complaint in writing to the retailer. Briefly outline the problems you've been having (incl dates if you have 'em), and the inadequate response to the latest one despite your many attempts. Inform the retailer what you want him to do and he has 10 business days to sort it or else you will go the SCC route. Send by registered post addressed to the branch manager and obviously keep a copy for yourself.

It doesn't matter if they respond or not, what's more important is that when you do go to the SC you have written proof you've given the retailer ample opportunity to resolve the issue and you've exhausted their procedures. It'll be extremely difficult for the retailer to argue against that.

borderlinemeath

slimjimmc wrote: »

Don't rely on phone calls or chats with managers any more, put your complaint in writing to the retailer. Briefly outline the problems you've been having (incl dates if you have 'em), and the inadequate response to the latest one despite your many attempts. Inform the retailer what you want him to do and he has 10 business days to sort it or else you will go the SCC route. Send by registered post addressed to the branch manager and obviously keep a copy for yourself.

It doesn't matter if they respond or not, what's more important is that when you do go to the SC you have written proof you've given the retailer ample opportunity to resolve the issue and you've exhausted their procedures. It'll be extremely difficult for the retailer to argue against that.

I would also send a copy to their head office as well. They may not know the full extent of the problems you've encountered unless store management has informed them. Things tend to speed up a bit when area management/head office get involved.