[elite mike]

We purchased a trolly system off this firm with a  12 month warranty,
and after a recent problem with the controller  i had to send it back to them at my own expence  £30 plus ,
they sent it back still not working !!!!
I  contacted the Window cleaning warehouse  and they  said leave it with  them and they will sort it out   
After two weeks i decided   to buy a controller off Ebay for £40 and  fix it myself , which works perfectly.
So its cost us  £ 74.00  and its  under guarantee  !!!! and i think we should  be repaid this plus .   

[hotsteam]

Why don't you tell them  the situation with the costs incurred, and you are looking for reimbursement.

If not successful threaten them with court action, followed up with small claims court,which you can do online !

Cheers Hotsteam   

[elite mike]

lost faith in them mate .

[CleanClear]

We purchased a trolly system off this firm with a  12 month warranty,
and after a recent problem with the controller  i had to send it back to them at my own expence  £30 plus ,
they sent it back still not working !!!!
I  contacted the Window cleaning warehouse  and they  said leave it with  them and they will sort it out   
After two weeks i decided   to buy a controller off Ebay for £40 and  fix it myself , which works perfectly.
So its cost us  £ 74.00  and its  under guarantee  !!!! and i think we should  be repaid this plus .

Mike its standard to have to pay to send stuff back for warranty claims. However if it was returned not working then thats down to them i would of thought. You should of pushed this more, i can't see how you could "leave it with them" ? I mean thats not even an answer, but somehow you've accepted it. YOu should of spelt out what you want/expect and go from there. Can't see how they're going to repay your costs for fixing it yourself?

[elite mike]

We purchased a trolly system off this firm with a  12 month warranty,
and after a recent problem with the controller  i had to send it back to them at my own expence  £30 plus ,
they sent it back still not working !!!!
I  contacted the Window cleaning warehouse  and they  said leave it with  them and they will sort it out   
After two weeks i decided   to buy a controller off Ebay for £40 and  fix it myself , which works perfectly.
So its cost us  £ 74.00  and its  under guarantee  !!!! and i think we should  be repaid this plus .

Mike its standard to have to pay to send stuff back for warranty claims. However if it was returned not working then thats down to them i would of thought. You should of pushed this more, i can't see how you could "leave it with them" ? I mean thats not even an answer, but somehow you've accepted it. YOu should of spelt out what you want/expect and go from there. Can't see how they're going to repay your costs for fixing it yourself?

Thanks Cleanclear , you are right i am getting soft in my old age?   
They said leave it with them and they would have the machine picked up, which they did not not even a phone call ,bearing in mind i have an account with them with all my numbers and email , just think i have been treated shoddily.
Also would like to say thanks to Terry yeates for helping me out,when even my backup machine went down 

[Stoots]

Its normal to pay to return things.

However if they have returned it back not working then they should have picked it back up and fixed at their expense.

You've since fixed it yourself and normally tampering with something yourself voids any warranty claims.

However if they had accepted the item was returned back faulty and had agreed too recollect it at their expense then I would have thought you would be legally entitled to at least the cost of the return which you paid for.

I would tell them so in an email and threaten a small claims if you are so inclined. Or like most of us do with a bad debt take it on the chin and dump them.

[Dry Clean]

You only have to pay to return things if you have changed your mind and no longer want the item (even then some companies will still pick up the return charges) , for anything else its up to the seller to pay for the return postage.
Mike unfortunately no matter how careful we are occasionally we are going to get stung by a cowboy company but at least we can now name and shame them, if you reallly want a guarantee always buy with a credit card as you can claim the money back from them.

[dazmond]

you ve been in this game for years mike....what was you thinking buying a trolley in the first place? .......

glad you got it sorted in the end.......

i only use gardiners,grippatank and pure freedom....always had excellent customer service from all of  them........

[duncan h]

All new laws. If you buy good that are faulty. Seller pays postage.
You even have 30 days ( I think) to change your mind.
Argos are a pain for not taking returned goods. My daughter works in sales complaints etc. Its amazing what rights you do have.
I have bought faulty ebay good. They state in the listing "buyer pays postage etc" told me I have to pay postage. I said reply not under the sale of goods act. They then refund me

[Stoots]

You only have to pay to return things if you have changed your mind and no longer want the item (even then some companies will still pick up the return charges) , for anything else its up to the seller to pay for the return postage.
Mike unfortunately no matter how careful we are occasionally we are going to get stung by a cowboy company but at least we can now name and shame them, if you reallly want a guarantee always buy with a credit card as you can claim the money back from them.

Who pays for a warranty return is down to the terms of the warranty.

Quite often warranty a will require the customer to pay the return, then they will be reimbursed if deemed faulty.

However he would be covered by the sales of goods acts depending on how long he's had the item etc.

[elite mike]

Cheers guys ,  just having a rant really , grumpy old git syndrome 😉

[Dry Clean]

You only have to pay to return things if you have changed your mind and no longer want the item (even then some companies will still pick up the return charges) , for anything else its up to the seller to pay for the return postage.
Mike unfortunately no matter how careful we are occasionally we are going to get stung by a cowboy company but at least we can now name and shame them, if you reallly want a guarantee always buy with a credit card as you can claim the money back from them.

Who pays for a warranty return is down to the terms of the warranty.

Quite often warranty a will require the customer to pay the return, then they will be reimbursed if deemed faulty.

However he would be covered by the sales of goods acts depending on how long he's had the item etc.

The terms of the warranty only cover the item, return postage is covered by the sales of goods acts, if I get a faulty item I request the return postage if this isnt agreed to I then threaten to take it up with my credit card which always ends up with a total refund without returning the item or return postage being paid.

Heres a link from Which it includes a request the return postage letter.

Letter to refuse paying the cost of returning a faulty item
https://www.which.co.uk/consumer-rights/letter/letter-to-refuse...

If you wish to return a faulty item bought online, you shouldn't incur the cost of returning it. If the retailer is insisting you pay, use this letter to challenge them.

Added, sorry the letter link doesnt work but you can find it on the letters section at the top of the page, theres also one for refunding a faulty item.

[Arnold Palmer]

Added, sorry the letter link doesnt work but you can find it on the letters section at the top of the page, theres also one for refunding a faulty item.

Here you go:

https://www.which.co.uk/consumer-rights/letter/letter-to-refuse-paying-the-cost-of-returning-a-faulty-item

[Simon Trapani]

All new laws. If you buy good that are faulty. Seller pays postage.
You even have 30 days ( I think) to change your mind.
Argos are a pain for not taking returned goods. My daughter works in sales complaints etc. Its amazing what rights you do have.
I have bought faulty ebay good. They state in the listing "buyer pays postage etc" told me I have to pay postage. I said reply not under the sale of goods act. They then refund me

Hate taking things back but I always found Argos more than helpful. Some people were clearly taking the pee such as using a camera for holiday then taking it back for a refund.

With regards postage, I thought if the goods were found to be faulty then & only then would the seller will re-emberse the buyer. Sounds fair to me. In your case though they’ve returned it still faulty.

[jonboywalton75]

+ for Argos customer service

[GAZZA B]

can I just add, that I have ordered a lot of things from WCW.

3 months ago i ordered two pumps from them for my new van. One of them did not work correctly. I rang them straight away,
they said I must send it back at my cost, and they would REPAIR it !!! that might take some days? you can buy a new one !!! they said

shall not be using them again   

Gazza

[Bungle]

Anyone remember Comet? Now they were a pita when you wanted to return something even if it was broken. They always tried to give you a gift card etc

[Pete Thompson]

You're all talking about consumer rights, guess what, they don't apply.

This is a business-to-business sale.

Completely different from buying something from Argos etc.

[Stephen Fox]

can I just add, that I have ordered a lot of things from WCW.

3 months ago i ordered two pumps from them for my new van. One of them did not work correctly. I rang them straight away,
they said I must send it back at my cost, and they would REPAIR it !!! that might take some days? you can buy a new one !!! they said

shall not be using them again   

Gazza

Sorry to hear your frustration Gazza,

For what it's worth I thought I just respond with an alternative viewpoint for anyone else, no matter who the supplier is. In our case, we sell over a 1000 pumps a year and have seen pretty much every issue that a pump may have.  Pump manufacturers such as Shurflo, Flojet, etc are very good at what they do and make products that are tried, tested and have proved extremely reliable. 

Water fed window cleaning does exert certain circumstances that affect the pumps in different ways to the original design but since the advent of electronic pump controllers, most of these outlying issues have been addressed. With this in mind, the vast majority of pump problems do turn out to be user based.

We have in the past picked up faulty pumps at our own expense only to find, for example, the diaphragm full of resin, or a simple airlock to be the cause. This then leads to an awkward conversation when having to charge the customer for shipping costs when they had caused the damage in the first place which has now been repaired and has to be sent back.

We now have adopted a policy to do as much as we can over the phone, email, etc and then recommend the customer sends back the pump/product for us to take a look at. 99 times out of a 100 we ship back the product back at our own expense even if it was 'user error'. If a genuine fault was the cause we have refunded shipping costs both ways. With this model, it makes no sense to sell faulty goods as we end up being penalised in damaged reputation and freight charges. Not good business.

This being said if it is a new pump we would swap it straight over on any fault, no questions, obviously it would have to be sent back. You are correct, we do sometimes recommend to purchase another pump if it is critical for a business to be up and running. This can be fully refunded back if the returned pump was at fault or we can send the fixed pump back to be used as a spare,  which in my opinion,  if your business depends on it it is always good to have a backup.

[Stephen Fox]

We purchased a trolly system off this firm with a  12 month warranty,
and after a recent problem with the controller  i had to send it back to them at my own expence  £30 plus ,
they sent it back still not working !!!!
I  contacted the Window cleaning warehouse  and they  said leave it with  them and they will sort it out   
After two weeks i decided   to buy a controller off Ebay for £40 and  fix it myself , which works perfectly.
So its cost us  £ 74.00  and its  under guarantee  !!!! and i think we should  be repaid this plus .

Mike, totally understand your issue and apologise for the exasperation.

I've checked with the returns dept and they have sent a trolley back out which was looked at and deemed to be working. This looks like it was not the case when arrived back to you.

It looks as though we have been waiting for a new batch of trolleys to come in, so the subsequent phone call we would 'sort it out' would entail you being sent out a new trolley and the faulty one being replaced on our new shipment arriving.

I can see from your post that you've solved the issue yourself, so please contact me (fox@windowcleaningwarehouse.co.uk) and I can arrange your shipping cost refunded for the inconvenience you've experienced. Apologies again.