Returning Faulty Goods

Beatmaker

How long would you leave it before losing your patience with a retailer you have returned faulty goods to? The nature of the product returned means I don't have a replacement I can use whilst the faulty goods are returned to the distributor, and it was a relatively expensive piece of kit. I reported the fault three weeks ago the the manufacturer, as per the instructions on their website and after discussing the fault with them they suggested returning to the retailer (the nature of the fault meant their was a possibility it could have been diagnosed without being returned, but it couldn't). I returned the goods the next day on a 24 hr Special Delivery service with a polite note saying the return was time sensitive. I had a call from the retailer three days later confirming receipt and that they would return to the distributor the following week who would diagnose and advise in a couple of days as to whether they would repair or replace. I left it for a week and a half before making contact to be told they aren't the quickest on returns |(despite what had been said in the earlier conversation) but they would chase and call me back asap. I made it clear I had an event this weekend that I needed the goods for, but alas I had no call back. I chased again this morning (leaving it a couple of days for the return call) to be told the person dealing with was on another call, but they would "try and get him to call me today". I said I needed all call back asap but so far nothing, and I'm not holding my breath.

Ultimately my contract is with the retailer, and I don't want to start getting pushy but it seems unfair that my training should suffer because the supply chain is being slack. Ultimately my contract is with the retailer, and should I push for an off the shelf replacement?

Wacky Racer

Obviously I don't know what the product is, or what is wrong with it. But, if it is clearly faulty and "not fit for purpose" then you are entitled to a refund from where you made the purchase, your contract is not with the manufacturer, it is with the shop. Personally I would consider 3 weeks to be more than reasonable, if the product is critical to your every day activity.

The sale of goods act specifies that the product must be as described, of satisfactory quality, fit for purpose (as per the specification of the product). Under this act you are entitled to a full refund from where you made the purchase.

But, often the difficulty is understanding the fault, and where liability lies. In my opinion 3 weeks is more than enough time to enable the manufacturer to make a decision.

Beatmaker

I'll elaborate a little. Its a bike GPS unit. It has stopped being recognised when plugged in to my PC (or any other I try) meaning I cannot upload, download or charge properly as it seems to be a problem with the USB. The manufacturer accessed my PC remotely whilst it was plugged in and confirmed it was unlikely to be a software issue.