Newspaper article Evening Gazette (Middlesbrough, England)

Deandunham Tweet Me @Deandunham; When Does a Retailer Have to Replace, Refund or Repair?

Newspaper article Evening Gazette (Middlesbrough, England)

Deandunham Tweet Me @Deandunham; When Does a Retailer Have to Replace, Refund or Repair?

Article excerpt

SHLEY LEE wrote to me this week to explain his despair with a local retailer.

AHe purchased a custom-built computer tower from a local specialist retailer in November 2015. After three days it wouldn't power on so he took it back to the shop. They took it in for inspection and then called him eight days later to confirm that it had been fixed.

However, within six days, the same problem occurred again so Ashley went back to the shop.

Initially they accused him of breaking it but they then agreed to take it in for a further inspection.

Two days later Ashley received a phone call to say that they had found the problem and had ordered a replacement part. The computer tower was then returned to Ashley five days later. Two months passed without any issues so he thought the problem was solved.

However, on March 3 the same problem occurred again. Ashley immediately telephoned the shop and they asked him to drop it off to them for inspection. This time they had the machine for two days following which they returned it once again in working order.

However, five days later the machine stopped working again.

Ashley had now had enough so he went back to the shop and demanded a refund. The owner refused to provide him with a refund stating: "Under the Sale of Goods Act you are not entitled to a refund, you are only entitled to a repair which I am happy to provide."

Ashley was not happy with this so took his complaint to social media to highlight how the retailer had treated him.

Following this the retailer had a change of heart and offered a refund. Ashley thought that he had finally won the battle but then he received the refund which was PS180 less than the amount he purchased the computer tower for. He naturally complained but the retailer refused to refund the full amount stating: "I spoke to Trading Standards and they said I can deduct an amount of money in recognition of the fact you've had use of the computer. …

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