Amazon Refund policy changed

[csgohan4]

I had a faulty motherboard and within 1 year warranty. In the past they refunded previous electrical items direct with them. Now they no longer do this and directed me to the manufacturer's website.

This is such a shame and makes returns much more laborious. Last time I returned my PSU to Enermax, took them 2 months to get me a new one.

Guess back to Scan

[kalniel]

I had a faulty motherboard and within 1 year warranty. In the past they refunded previous electrical items direct with them. Now they no longer do this and directed me to the manufacturer's website.

If you were claiming under the manufacturer's warranty then that makes sense. If you were returning a faulty good as per whatever the sale of goods act is called these days, then that's between you and the retailer, not a manufacturer.

[HalloweenJack]

If you were claiming under the manufacturer's warranty then that makes sense. If you were returning a faulty good as per whatever the sale of goods act is called these days, then that's between you and the retailer, not a manufacturer.

except that after the first 30 days , they only have to offer you a repair or replacement in the first instance ; learnt this the hard way which also involved trading standards

[Saracen]

If you were claiming under the manufacturer's warranty then that makes sense. If you were returning a faulty good as per whatever the sale of goods act is called these days, then that's between you and the retailer, not a manufacturer.

As I read it, what csgohand was commenting on wasn't what the backstop legal position was, but a change to Amazon's policy. As long as that policy covers their legally required obligations at a minimum, they can do anything they like on top of that.

That's why I usually buy TVs etc from John Lewis, not Curry's - my evaluation of comparative customer service swings my purchase decision in John Lewis' favour even if they're a bit more expensive .... and so far, they haven't been.

But csgohand, is this a "policy" change by Amazon, or just how thry handled one case? Retailers have always had the option to replace, or the option to get returned products tested to see if a fault really is a fault covered by consumer law, or not. Maybe, this time they did and last time they didn't? Next time, they might replace it themselves? And conversely, Scan might send it off to be checked out.

[TooNice]

The last time I experienced a hardware fault from something purchased from Scan, they directed me to the manufacturer's too. Who did a very good job to my surprise. So unless Scan has changed their policies, could it be that different e-tailers have different policies based on the manufacturers?

(Before that, a long, long time ago (but bitter memories are ever lasting), I had something from Scan that was damaged on arrival, and it took them many, many months of waiting, stressed phone call etc. Just to get a refund that did not cover either the postage I paid to receive the item or send back the item.)

[csgohan4]

As I read it, what csgohand was commenting on wasn't what thebackstop legalmpisition was, but a change to Amazon's policy. As , ong as that policy covers their legally required obligations at a minimum, they can do anything they like on top of that.

That's why I usually buy TVs etc from John Lewis, not Curry's - my evaluation of comparative customer service swings my purchase decision in John Lewis' favour even if they're a bit more expensive .... and so far, they haven't been.

But csgohand, is this a "policy" change by Amazon, or just how thry handled one case? Retaolers have always had the option to replace, or the option to get retyrned products tested to see if a fault really is a fault covered by consumer law, or not. Maybe, this time they did and last time they didn't? Next time, they might replace it themselves? And conversely, Scan might send it off to be checked out.

It wasn't a one off exception, I've returned various computer related stuff over the last 3-4 years and they never had an issue with issuing a refund and a return postage label no questions asked.

While I appreciate they are still fulfilling minimum requirements by law, their own policy was what drew me to buy from them in the first, albeit only limited to 1 year.

Now it seems they have changed their policy, perhaps due to making a loss on faulty goods after 30 days. Shame really.

[Ttaskmaster]

thebackstop legalmpisition... , ong... thry... Retaolers... retyrned...

Dude... what's happened to your spellcheck?
Thy keyeboarde apeers to have gon all Yesteryeare on you!!

Your contract is with the retailer.
They can replace, refund or repair, but they can send it back for checking first.
In my understanding, it is them who sends it back to the Mfr, though, not you.

[Chugz]

Aren't Amazon meant to fulfil the warranty period themselves anyway? Isn't that the law in the UK for the retailer to perform all repairs and maintenance. I'd never dream of going through ASUS for my RMA.

[flearider]

another big company trying to get past uk law ... take em to small claims .. or at least tell them that ..

[kalniel]

Aren't Amazon meant to fulfil the warranty period themselves anyway? Isn't that the law in the UK for the retailer to perform all repairs and maintenance. I'd never dream of going through ASUS for my RMA.

No, not warranty. Manufacturer warranties are above (and hopefully beyond) the retailer's obligations with respect to faulty goods.

[RJP]

another big company trying to get past uk law ... take em to small claims .. or at least tell them that ..

Take them to small claims over what exactly?

[Saracen]

Dude... what's happened to your spellcheck?
Thy keyeboarde apeers to have gon all Yesteryeare on you!!

Your contract is with the retailer.
They can replace, refund or repair, but they can send it back for checking first.
In my understanding, it is them who sends it back to the Mfr, though, not you.

Typing on a tablet touch-sensitive screen, while laying in bed with a screaming headache, probably at silly-oclock, and not proof-reading. No spoilchucker on this device.

[Ttaskmaster]

Typing on a tablet touch-sensitive screen

Say no more... I absolutely detest those things and mourn the day some idiot decided smartphones don't need physical buttons any more!!