No help from Argos for broken phone screen

brownep

I bought a new Bush Spira E3X phone from Argos last October. I accidently cracked the screen although it still works perfectly. I emailed Argos clearly explaining that I had damaged it and was prepared to pay for a repair. The reply advised me to leave it in to my nearest Argos store for repair. However the store refused to accept it. I again stated that I was not claiming under warranty but just wanted it fixed. They said no. As this is an Argos exclusive product only available from them I feel that they must be obliged to offer a repair as the product is only five months old. I tried two independent repair services and they said no spares are yet available as the product is only recently launched. It's actually a rebranded Archos Diamond 2 Plus but as it doesn't bear their name they don't want to know. So the moral of the story is Argos will only replace a faulty product under warranty but nothing else.

njs030

Yes that's perfectly reasonable. They are under no obligation to fix something you broke.

I'm really confused why you have an issue with them?

L1011

Retailers are not obliged to provide repair services. I'd guess more don't than do. There as inherent risk in buying products from niche brands and own-brands.

ED E

There's no requirement to provide a repair service or a chain of supply for parts.


If the Diamond 2 Plus and Diamond plus share the same panel then you can get the part for 50USD. Installed for €90-100 all in.

brownep

I'm not asking for a free repair but as sole distributors of this brand I feel they should provide a pathway to the source for this kind of event. There are no independent parts suppliers that I can find, even under the Archos name, except Alibaba with a minimum order of five units. If I broke a tail light glass on my new car I would be really upset if it could not be repaired. What is the difference!!!
I have spent my whole life selling and repairing electronic products and would never offer anything without knowing that it could be maintained.

m5ex9oqjawdg2i

brownep wrote: »

I'm not asking for a free repair but as sole distributors of this brand I feel they should provide a pathway to the source for this kind of event. There are no independent parts suppliers that I can find, even under the Archos name, except Alibaba with a minimum order of five units. If I broke a tail light glass on my new car I would be really upset if it could not be repaired. What is the difference!!!
I have spent my whole life selling and repairing electronic products and would never offer anything without knowing that it could be maintained.

This doesn't change the fact that the retailer is not obliged to offer a repair service.

AudreyHepburn

Argos are perfectly within their rights here OP.....you broke the screen so it is on you to get it repaired.

The sense of entitlement some people in this country possess is mind boggling at times.

brownep

So Iaxaviour, by your logic if I break my tail light Ford can tell me to buy a new car!!! On the primary issue I first emailed Argos clearly explaining that I had cracked the screen. By reply I was told to bring it to my nearest Argos store where they would take it in for repair. After backing it up and re setting it I packaged it and brought it in to them. It was only then that I was rejected, contrary to the advice from their head office. I was also told that as I had damaged it the warranty was now void. This cannot be true. It is still functioning properly but if another fault occurs, unrelated to the cracked glass, I feel that the warranty must still be valid. Argos is owned by Sainsburys who also own the Bush and Alba brands. As such they are replacing the manufacturer and should provide a reasonable back up if only for good customer relations.

HONKEY TONK

http://argos.scene7.com/is/content/Argos/5806931_R_D001pdf

Did you try calling the following which is a UK number?

www.bushregistration.co.uk
FREEPHONE*
0800 597 8548

L1011

This is a case where good customer care and legal obiligations aren't the same. For customer care, providing a repair service is a good idea. There's no requirement to.

There was actually a period in the 1990s when there were cars with zero after sales service being sold here - Yugos - because the factory had been bombed. They were dirt cheap as a result. Rebadged Chinese electronics are also similarly cheap.

brownep

Legal and moral obligations do not always coincide. Many, if not most, big brand electronics are made by Chinese factories and rebranded. That does not mean they are rubbish. The twin of my damaged product is the Archos Diamond 2 Plus, sold at a much higher price but also not manufactured by Archos. These are high spec products and it is only reasonable to expect service outside the warranty. A phone screen is broken every two seconds. If they were sold by Argos there would be a huge mountain somewhere of damaged phones. Also a proper repair, carried out through your retailer, should allow the warranty to continue. This Argos practice seems to relieve them of that legal obligation.

njs030

Op you broke the phone it's your problem. That's the long and the short of it.

Argos sell thousands of products to millions of customers every year and there's no way they can or will support a courier service for physical damage caused by the customer for every single product.

HONKEY TONK

notjustsweet wrote: »

Op you broke the phone it's your problem. That's the long and the short of it.

Argos sell thousands of products to millions of customers every year and there's no way they can or will support a courier service for physical damage caused by the customer for every single product.

Bush is owned by Argos

They could at least point the OP in the direction of who to contact for out of warranty phone repair.

Thats what Customer Service is

Warranty and limited liability
In this document, with regard to the use of the name “Bush”, Bush is a brand owned by
Argos Ltd, 489 – 499 Avebury Boulevard, Milton Keynes, MK9 2NW.

brownep

A small crack in the corner of the screen is not the end of the phone's life but should that mean that any subsequent, but not consequent, fault is not covered under the warranty.

njs030

HONKEY TONK wrote: »

Bush is owned by Argos

They could at least point the OP in the direction of who to contact for out of warranty phone repair.

Thats what Customer Service is

It's already been said that legal rights and customer service are different things.

Argos don't own Bush, they are owned by the same parent company that doesn't mean the people working in Argos Ireland customer service know that or know anything about it.

It's ultimately owned by Sainsburys who own many other companies from the same address.

Would you expect a facebook employee to deal with your whatsapp problem? I doubt it.

HONKEY TONK

notjustsweet wrote: »

It's already been said that legal rights and customer service are different things.

Argos don't own Bush, they are owned by the same parent company that doesn't mean the people working in Argos Ireland customer service know that or know anything about it.

It's ultimately owned by Sainsburys who own many other companies from the same address.

Would you expect a facebook employee to deal with your whatsapp problem? I doubt it.

Argos took over the brand Bush and Alba in 2009

I would expect Argos employees to know their own brands and point the OP in the direction for support either in or out of warranty.

It took me 2 min to get the OP the phone number. I would have expected Argos could have done it quicker.

Customer Service is what it says on the Tin.

brownep

Honkey Tonk. Thanks. You went straight to the nub of my issue. I initially just asked Argos for a contact with a service or parts source. That is when they advised me to bring it into the store and then dumped me. I never asked for a freebie. If I could source the correct part I can replace it myself as I have done many times for others. My life has been in the electronics service industry.

HONKEY TONK

brownep wrote: »

Honkey Tonk. Thanks. You went straight to the nub of my issue. I initially just asked Argos for a contact with a service or parts source. That is when they advised me to bring it into the store and then dumped me. I never asked for a freebie. If I could source the correct part I can replace it myself as I have done many times for others. My life has been in the electronics service industry.

Do the following an see where it gets you. remember its a UK number

HONKEY TONK wrote: »

http://argos.scene7.com/is/content/Argos/5806931_R_D001pdf

Did you try calling the following which is a UK number?

www.bushregistration.co.uk
FREEPHONE*
0800 597 8548

Samuel T. Cogley

12.—(1) In a contract for the sale of goods there is an implied warranty that spare parts and an adequate aftersale service will be made available by the seller in such circumstances as are stated in an offer, description or advertisement by the seller on behalf of the manufacturer or on his own behalf and for such period as is so stated or, if no period is so stated, for a reasonable period.

(2) The Minister may, after such consultation with such interested parties as he thinks proper, by order define, in relation to any class of goods described in the order, what shall be a reasonable period for the purpose of subsection (1).

(3) Notwithstanding section 55 (1) of the Act of 1893 (inserted by section 22 of this Act) any term of a contract exempting from all or any of the provisions of this section shall be void.

Now to be fair the bolded section is promlematic as any description I could find in the advertisement clearly stated manufacturer 2 year warrnaty, which no doubt disclaims any reapirs that are not down to a manufactures fault. However I'd just like to make the point that it's not a sense of entitlement to expect that you can pay for a repair or atleast source spare parts for a product for a reasonable time after purchase.

njs030

HONKEY TONK wrote: »

Argos took over the brand Bush and Alba in 2009

I would expect Argos employees to know their own brands and point the OP in the direction for support either in or out of warranty.

It took me 2 min to get the OP the phone number. I would have expected Argos could have done it quicker.

Customer Service is what it says on the Tin.

Who were all bought by someone else in 2016 who were bought by sainsburys since.
I can use Google too ; )

Again, op asked about his rights. Customer service is not a right.

Again Argos Ireland is not the same as Argos UK and people on a customer service desk in a store generally don't know things like umbrella ownership of their parent company.
Lord simple fact is hard to get across here.

No one has any rights when they break an item. None. Customer service is not a right.

HONKEY TONK

notjustsweet wrote: »

Who were all bought by someone else in 2016 who were bought by sainsburys since.
I can use Google too ; )

Again, op asked about his rights. Customer service is not a right.

Again Argos Ireland is not the same as Argos UK and people on a customer service desk in a store generally don't know things like umbrella ownership of their parent company.
Lord simple fact is hard to get across here.

No one has any rights when they break an item. None. Customer service is not a right.

Customer Service is not a right but it should be consistent with answers

I emailed Argos clearly explaining that I had damaged it and was prepared to pay for a repair. The reply advised me to leave it in to my nearest Argos store for repair. However the store refused to accept it

Both responses from Argos CS contradict each other.

njs030

HONKEY TONK wrote: »

Customer Service is not a right but it should be consistent with answers



Both responses from Argos CS contradict each other.

Yes it is inconsistent they should have said no in the first place, the only complaint op has is the original email shouldn't have been sent out.
The answer to ops question is no he has no rights here.

guil

Why don't you just buy the archos screen if it's just a rebranded phone?

rock22

Samuel T. Cogley wrote: »

12.—(1) In a contract for the sale of goods there is an implied warranty that spare parts and an adequate aftersale service will be made available by the seller in such circumstances as are stated in an offer, description or advertisement by the seller on behalf of the manufacturer or on his own behalf and for such period as is so stated or, if no period is so stated, for a reasonable period.

(2) The Minister may, after such consultation with such interested parties as he thinks proper, by order define, in relation to any class of goods described in the order, what shall be a reasonable period for the purpose of subsection (1).

(3) Notwithstanding section 55 (1) of the Act of 1893 (inserted by section 22 of this Act) any term of a contract exempting from all or any of the provisions of this section shall be void.

.

Does this not suggest that there is an implied warranty regarding after sales service and supply of parts. ? Would it be worth testing in the Small Claims court?

Samuel T. Cogley

rock22 wrote: »

Does this not suggest that there is an implied warranty regarding after sales service and supply of parts. ? Would it be worth testing in the Small Claims court?

There is absolutely! However one has to consider the advert/offer. I looked up similar ads in Argos and to be fair to them they cover themselves (in my opinion) by stating what the warrnaty terms are.

There would be no point in using the small claims procedure though even if you could see an opportunity as Argos are simply going to come back and say it's uneconomical to repair, so we can do it but it'll be €300 (more than the phone) once we factor in repairs, postage etc.

The provision is there to stop retailers/manufacturers selling the 1000A model one year and a year later selling the 1000B that does exactly the same thing but requires a different widget, which they magically stop making for the 1000A. I only reallt mentioned it as it always suprises me in a consumer forum how bloody negative people are about service (notwithstanding actual rights). Albeit that they're right here, there's no right, but it was claerly bad service.

Interestingly (I think :pac:) there have been 'right to repair' laws suggested in the states becuase of the like of Apple's practices. They've not got very far, sadly. But I digress.

Miaireland

OP if you have an email from Head office why not print it off and bring it with the phone to your Local store and see if they will take it then.

AudreyHepburn

AudreyHepburn wrote: »

The sense of entitlement some people in this country possess is mind boggling at times.

Are you reading the same thread that I'm reading?

There is no sense of entitlement here whatsoever. The chap is offering to pay Argos to fix it. He's not looking for a freebie or trying to lie and say it was like that when he got it to fool them.


As an aside, I do think that Argos, if they are indeed the sole retailer of the product, should entertain him and provide a fixed-fee repair service (lets face it, if it was damaged via warranty, they'd take it for repair/replace/refund, so I presume they have the channels to send it for repair if need be).

I understand there's no obligation on them to do so, but if you're selling a store exclusive, especially an electronic item, surely it makes sense to do so?

Kimbot

Deleted User wrote: »

Are you reading the same thread that I'm reading?

There is no sense of entitlement here whatsoever. The chap is offering to pay Argos to fix it. He's not looking for a freebie or trying to lie and say it was like that when he got it to fool them.


As an aside, I do think that Argos, if they are indeed the sole retailer of the product, should entertain him and provide a fixed-fee repair service (lets face it, if it was damaged via warranty, they'd take it for repair/replace/refund, so I presume they have the channels to send it for repair if need be).

I understand there's no obligation on them to do so, but if you're selling a store exclusive, especially an electronic item, surely it makes sense to do so?

The chap is offering to pay money for argos to fix it..... argos dont fix items, they sell them?

Second Toughest in_the Freshers

jonnycivic wrote: »

The chap is offering to pay money for argos to fix it..... argos dont fix items, they sell them?

..

brownep wrote: »

Honkey Tonk. Thanks. You went straight to the nub of my issue. I initially just asked Argos for a contact with a service or parts source. That is when they advised me to bring it into the store and then dumped me. I never asked for a freebie. If I could source the correct part I can replace it myself as I have done many times for others. My life has been in the electronics service industry.

Kristopherus

jonnycivic wrote: »

The chap is offering to pay money for argos to fix it..... argos dont fix items, they sell them?

They could at least, in the interest of maintaining good customer relations, agree to accept the phone for repair. Especially as the OP is prepared to pay for the repair. It surely is not beyond their capacity to get the phone repaired, when they are the exclusive retailer of the item.

OP, I would go back to your local Argos, with the email and speak to the manager. If he/she refuses, complain to the author of the email.

Samuel T. Cogley

Okay I know I'm a contrary so and so, but to be absolutely fair the agreement they may have, for repairs, might not allow physical damage.

Kimbot

Samuel T. Cogley wrote: »

Okay I know I'm a contrary so and so, but to be absolutely fair the agreement they may have, for repairs, might not allow physical damage.

Im sure they call it "Accidental Damage". Look, a mobile phone was broken by a person then I would be bringing the phone to a mobile phone repair shop and not argos. Regardless of the rarity of the phone etc a repair shop is your first port of call in this instance.

Samuel T. Cogley

jonnycivic wrote: »

Im sure they call it "Accidental Damage". Look, a mobile phone was broken by a person then I would be bringing the phone to a mobile phone repair shop and not argos. Regardless of the rarity of the phone etc a repair shop is your first port of call in this instance.

But if the company make it impossible or difficult to do that I'm sure you can see the issue. Incidently I'm not saying they're doing that in this instance, just highlighting why it's not a stupid assumption to figure someonme could repair it.

Also what if it wasn't an accident? :pac:

AudreyHepburn

Deleted User wrote: »

Are you reading the same thread that I'm reading?

There is no sense of entitlement here whatsoever. The chap is offering to pay Argos to fix it. He's not looking for a freebie or trying to lie and say it was like that when he got it to fool them.


As an aside, I do think that Argos, if they are indeed the sole retailer of the product, should entertain him and provide a fixed-fee repair service (lets face it, if it was damaged via warranty, they'd take it for repair/replace/refund, so I presume they have the channels to send it for repair if need be).

I understand there's no obligation on them to do so, but if you're selling a store exclusive, especially an electronic item, surely it makes sense to do so?

Yes I am reading it.

Look it might just be my innate cynicism, built up through years working in the insurance industry, but whenever I see some-one stamping their feet and whinging about being refused help/compensation for something they themselves caused I immediately think self entitlement.

The OP caused this damage and it seems relatively minor/inexpensive. Why can't he repair it himself?

Samuel T. Cogley

AudreyHepburn wrote: »

The OP caused this damage and it seems relatively minor/inexpensive. Why can't he repair it himself?

Sorry to keep popping up like a bad penny, but he can't get parts otherwise I'd 100% agree with you.

AudreyHepburn

Samuel T. Cogley wrote: »

Sorry to keep popping up like a bad penny, but he can't get parts otherwise I'd 100% agree with you.

Fair enough, but that's hardly Argos fault. I ask again, why should they be required to fix damage they didn't cause?

Samuel T. Cogley

AudreyHepburn wrote: »

Fair enough, but that's hardly Argos fault. I ask again, why should they be required to fix damage they didn't cause?

Becuase otherwise you end up in the 1000A, 1000B situation above. I certainly underdstand where you're coming from though.

jimmynokia

To be honest I have used a few of these phones from Argos and they do not make many its a niche own brand product with limited availability as for parts I would say move along you will be lucky to get parts.

brownep

In the end Argos lost a good customer. On the day I was refused service I had purchased a 43" LG TV. It was still on the counter but due to my disappointment with their attitude I handed it back for a refund and went to Power City. On the proposal that I should buy the Archos part, that is difficult. The Archos Diamond 2 Plus is the equivalent model and so far I have only found a source selling a minimum of five. By the way it is a brilliant 'phone. Shame that it is treated like a throw away item.

brownep

Reading through all the above helpful replies I just want to clarify a few points. I would be happy to repair it myself or leave it with a competent repair agent if parts were available. Argos have refused to direct me to a source. I brought it to a repair shop and was told that because it (and the Archos equivalent) were very new to the market the part was not yet available. Try again in a few months, he said. As I live in Cavan (no jokes please) I went into the Enniskillen Argos branch today and got a different story. There they said that for ?20.00 they would send it to an independent repair service for examination with no guarantee that it could be fixed. Also absolutely no idea of cost. They also said that if any such repair was carried out the original guarantee would still not be reinstated. And to Audreyhepburn I ask how many of your "whinging" insurance claimants offer to pay for the damage done by themselves? Please show some respect.

Suckit

brownep wrote: »

Honkey Tonk. Thanks. You went straight to the nub of my issue. I initially just asked Argos for a contact with a service or parts source. That is when they advised me to bring it into the store and then dumped me. I never asked for a freebie. If I could source the correct part I can replace it myself as I have done many times for others. My life has been in the electronics service industry.

https://www.maxbhi.com/lcd-screen-for-archos-diamond-2-plus-replacement-display-without-touch.html
https://www.alibaba.com/product-detail/ARCHOS-Diamond-2-Plus-lcd-touch_60439499648.html
https://www.alibaba.com/product-detail/Wholesale-New-LCD-Assembly-Display-With_60493852571.html
One of those may sell you a single unit if you contact them.
Alternatively, you could ask here
http://uk-repair.com/repair/lcd-replacement/archos-diamond-2-plus/131/9265.html

Cabaal

HONKEY TONK wrote: »

I would expect Argos employees to know their own brands and point the OP in the direction for support either in or out of

Many many years ago I worked for AOL / Time Warner, between them they owned hundreds of brands and services. At no time was I or anyone else I worked with required to know them or how people could contact them.

If you need info, check the documents that came with the item. Failing that check the manufacturers website. It's that simple.

Former Former

brownep wrote: »

Reading through all the above helpful replies I just want to clarify a few points. I would be happy to repair it myself or leave it with a competent repair agent if parts were available. Argos have refused to direct me to a source. I brought it to a repair shop and was told that because it (and the Archos equivalent) were very new to the market the part was not yet available. Try again in a few months, he said. As I live in Cavan (no jokes please) I went into the Enniskillen Argos branch today and got a different story. There they said that for ?20.00 they would send it to an independent repair service for examination with no guarantee that it could be fixed. Also absolutely no idea of cost. They also said that if any such repair was carried out the original guarantee would still not be reinstated. And to Audreyhepburn I ask how many of your "whinging" insurance claimants offer to pay for the damage done by themselves? Please show some respect.

That all sounds very, very reasonable tbh. The shop in Enniskillen were doing their best for you. He can't give you an estimate on cost, because if the actual cost came in higher, you'd complain about being ripped off. He can't guarantee it will be fixed because it's not them doing the work.

Argos is not a phone repair business. If they were, they'd have to also be a washing machine repair business, and a frying pan repair business, and a garden furniture repair business, and... well, you see where I'm going with this.

Anytime I've had a genuinely faulty product from Argos, they have been excellent - just a no quibble refund or replacement. But if you smash your stuff yourself, I'm not sure why you think you're entitled to have them sort it for you, even if you are willing to pay.

ssmith6287

Email Argos head office. Ask them for a contact detail for the approved repair centre. If they don't know it, their supplier should

brownep

ssmith6287 wrote: »

Email Argos head office. Ask them for a contact detail for the approved repair centre. If they don't know it, their supplier should

You must have missed the start of this thread. My first contact was a request to Argos head office for that very information. As for the supplier they obviously have a Chinese supplier putting the Argos owned Bush brand on it but they will not divulge that info. My request was responded to with the advice to "leave it with my nearest Argos branch for repair". That is where I was then refused any help.

BeardySi

Argos have no obligation to maintain a database of repairers for every item they stock and they're under no obligation to reveal their suppliers etc. If that means you won't use them again, so be it.

You broke the phone - it's on you to do the legwork around getting a fix. If various repair places have told you parts aren't available yet, that's how it is. I don't see how argos can make them available for you specially when they're not on the market or why they even should...

Time to move on with your life.

ScumLord

I don't think it's unreasonable to expect to be able to get a device repaired. Can you contact the manufacturer directly?

The thing to take from this is to never buy electronics from Argos. If you're going to be left in the lurch like this if anything goes wrong it's not worth it. Argos would never have been my first port of call for electronics.

After sale customer support is a valuable thing. I think everybody should take the support a company will provide into account when purchasing.

ssmith6287

brownep wrote: »

You must have missed the start of this thread. My first contact was a request to Argos head office for that very information. As for the supplier they obviously have a Chinese supplier putting the Argos owned Bush brand on it but they will not divulge that info. My request was responded to with the advice to "leave it with my nearest Argos branch for repair". That is where I was then refused any help.

I'd say move on with it so. A lot of cheap electronics aren't worth fixing because parts can be dearer then the device.

TheDoc

This is weird. When I worked in Argos there was a clear process for sending items/own brand items of for repair, encuring a charge.

Did you ask to speak to a manager, incase you got maybe a staff member who was misinterpreting the situation?

Whatever about you damaging the phone, and why people seem to be getting edgy with you, I'd fully expect a retailer selling an exclusive product like this, to have avenues there for repair. There are plenty of companies like Harvey Normans, DID and Tesco that sell niche/own brand television for example, but they don't tell you tough **** if you come looking for a repair....

Argos has a repair process that has a cost for the customer covering it. You might need to just speak with a manager if you didn't already. I'm not sure why people are giving you grief over this, it's a perfectly valid and reasonable point.

If Three started just blanking customers looking for iphone repairs, there would be a different tone to the thread I'd imagine. There should be reasonable expectation that the item can be repaired.

What would Argos do here if there was a fault under warranty? Just replace and refund? When I was there the policy pushed on electronics was they were sent off to repair, with some companies demanding all items be sent for repair and not replaced, like Apple, Microsoft and Dyson.

whiterebel

@TheDoc - everything I wanted to say, but better.

CeilingFly

BeardySi wrote: »

Argos have no obligation to maintain a database of repairers for every item they stock and they're under no obligation to reveal their suppliers etc. If that means you won't use them again, so be it.

You broke the phone - it's on you to do the legwork around getting a fix. If various repair places have told you parts aren't available yet, that's how it is. I don't see how argos can make them available for you specially when they're not on the market or why they even should...

Time to move on with your life.

I think that is incorrect.

I did read somewhere that parts for electronic items should be available to fix the item and remain available for a reasonable peroid after the item is discontinued.

Not sure whether it was an eu directive or just a recommendation.

But in any case its bad form for a store the size of argos not to have spare parts for an own brand product.

Probably best to avoid their various own brand items - the problem is trying to work out which "brands" are own brands.