Amazon Waranty

[NRLtd]

Hi, more of a personal query than my usual business contribution...

A few months ago I purchased a Kindle from an online (not Amazon) store, all seemed well and good but a few faults developed. Due to the time frame, it was one for Amazon to sort rather than return to the seller.

Amazon asked me to try "this and that" to no avail, and sometimes even asked me to try things they'd already asked me to! I pushed the issue to be referred "up the chain" and got an assurance that someone would review the issue and be in touch within 24 hours. As you can probably imagine, they didn't and every time I try to raise the issue again I get the same "24 hour" line.

How do I push this further, is it one for Trading Standards? As you may be aware, Amazon are not the easiest to get in touch with.

Thanks in advance...

 

[Mr D]

You can ring amazon their number can be found on google. They have a couple of addresses, one in Holborn I think.
Your usual 2 year warranty applies, either the retailer deals with it or amazon do.

 

[NRLtd]

Hi, thanks for the reply.

I've dealt with the online retailer before, when I had a warranty issue they directed me to take it up with the (albeit different) manufacturer, hence my Amazon dealings.

Thanks again

 

[DontAsk]

I've dealt with the online retailer before, when I had a warranty issue they directed me to take it up with the (albeit different) manufacturer,

They can direct you all they like but, as a consumer, your contract is with them. It might be worth reminding them of their legal obligations by pointing them at the Consumer rights legislation (was Sale of Goods Act but I can't recall the new name).

There is no such thing as a "usual 2 year warranty" unless offered by the manufacturer which is in addition to your legal rights.

 

[Mr D]

This usual 2 year warranty.
We are still in the EU.

http://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm

Free of charge, 2-year guarantee (legal guarantee) for all goods
Under EU rules you always have the right to a minimum 2-year guarantee at no cost, regardless of whether you bought your goods online, in a shop or by mail order.

This 2-year guarantee is your minimum right. National rules in your country may give you extra protection: however, any deviation from EU rules must always be in the consumer's best interest.

If goods you bought anywhere in the EU

In this case, the 28 EU member states + Iceland, Liechtenstein and Norway
turn out to be faulty or do not look or work as advertised, the seller must repair or replace them free of charge or give you a price reduction or a full refund.


As a general rule, you will only be able to ask for a partial or full refund when it is not possible to repair or replace the goods.

You might not be entitled to a refund if the problem is minor, such as a scratch on a CD case.

How to get goods repaired, replaced or refunded
The 2-year guarantee period starts as soon as you receive your goods.

• In some EU countries you must inform the seller within 2 months of discovering a fault, otherwise you may lose your right to the guarantee.
• Within 6 months of receiving the goods, you need to show the trader that the goods are faulty or not as advertised.
• After 6 months, in most EU countries, you need to prove that the defect already existed on receipt of the goods - for example, by showing that it is due to the poor quality of the materials used.

The trader always has to provide a solution. In some EU countries you also have the right to request a remedy from the producer.

The European Consumer Centre

in your country can help if you have a problem with goods you bought in or from another EU country.

 

[DontAsk]

The EU two year warranty has never applied in the UK. I suggest you read the relevant UK laws.

There have been, over the years, calls for it to apply, but that would actually be a backward step. UK law does not limit warranties at all. A fih=gure of 6 years has been commonly associated with the SoGA which has been superseded by the Consumer Rights Act.

 

[Mr D]

We are still in the EU.

 

[DontAsk]

And your point is...?

 

[Mr D]

Don't use it if you don't want to - can instead use the 6 year warranty instead.
Have had more success with big retailers quoting the EU one to them but do as you will.

 

[DontAsk]

The point is that you cannot enforce a claim under an "EU 2 year warranty" as no such thing exists in the UK. The EU directive was incorporated in the Sale of Goods Act (and it's successor) which exceeds the requirements of the directive.

This is an example of UK "gold plating" of EU directives that actually works in the consumers favour.

 

[Nico Albrecht]

Did you contact the re-seller at all? I'd always contact both the manufacture and reseller at the same time and see which one is faster to resolve my problem. I notice sometimes that the seller is much faster than the manufacture to solve issues. You never mentioned what the actual problem is but I buy a lot off amazon prime and to be fair most of the time I got a first call resolution with amazon. I do not think you ask them the right questions or your problem is not covered under the warranty in the first place and they might replace it under goodwill which takes time on there site. I noticed 3rd party purchases on amazon that are delivered seemed to be treated the same was you would by from them directly. In regards to warranties there are a lot of misinformation out there and do not throw them at an amazon call centre staff. They are not trained in it really to help. Can you let us know what the problem with the kindle is?