Lidl post 60 day faulty item

paruss100

I bought a scooter about 8 months ago from Lidl that has stopped working. I have tried returning it to the store that sold it to me and they refused to deal with it, I was told to contact customer care. Customer care told me to contact the manufacturer who have asked for the warranty card and receipt which I sent on but they have now gone quiet. Lidl saying it could take 14 days for them to respond.

Do I have a right for the store to resolve the issue by way of a refund or replacement / repair. Or is this annoying fob off to the manufacturer acceptable by law?

Xterminator

both are valid routes for redress.

you are entitled to one of the 3 R's Repair Replace Refund (you dont get to choose which) from retailer. you can pursue that avenue. if you are persistent they will relent. If they dont you will take a case to the small claims court which costs 25 euro, involves filling out paperwork and you likely lose a 1/2 days work to attend court. you don't need a solicitor or anything like that.

or you allow the manufacturer 14 days to see what they say. then decide whether the hassle/cost of SCC is required.

id be inclined to see what manufacturer says and decide based on that.

paruss100

hmm actually it looks like they want me to send it to Austria at my expense. Not really acceptable to me I’ll follow up with Lidl again.

whiterebel

Unusual for Lidl, although they are not as good at dealing with returns as they used to be. I had a faulty item and they were collecting it and re-delivering etc, but it was going to take 5-6 weeks. I had a few stern words with the manager and he refunded it eventually.

paruss100

This still ongoing, constant over and back between Lidl support and the manufacturer but no movement. Weighing up taking it back to the shop again and making a claim with the small claims court.

paruss100

Yet another return attempt yet another refusal. Said they can’t take it back without a reference from customer service which customer service won’t give to me. Pretty annoying as it’s affecting my commute to work. Believe there is requirement for resolution after 28 days which customer service said they will “assist” me after which is this coming Tuesday. Will probably take it to the SCC if no resolution by then.