If you return faulty goods to a store should you be reimbursed for travelling costs?

Question

I had to return a PSC after two weeks. First I telephoned and they tried to tell me I would have to phone HP and I might get a refubished one back. I refused and said I know my rights, so I took it back to the store 4o mile round trip. They hadn't got another one so I had a refund, now it has increased in price by £25.00. I'm out of pocket all ways.

Clish whatever, I made a 40 mile round trip not 4. And I didn't purchase from HP I purchased from PC World so it is them that my contract was with. And I was told it would take a week to get a refubished printer. I chose to take it back to the store because I needed it for my work. I restore photos, and I wouldn't expect payment if the customer didn't like the finished job, even though it may have taken hours or days to do. I hope I never have to phone the call centre you work/ed at. You need to listen properly to be able to answer a question, whether here or on the phone.

I can see the 0 looks like an o, I'm so sorry I must have slipped.

And where on earth in the original part of my question do I appear to be 'ranting' I wrote it in calmness trying to get decent answers yours is ridiculous, I'm sure if you had call to phone a 'call centre' you would rant as you seem to have done here.

Part of my last 'rant' was for jumpy, I wouldn't want paying if my customers weren't happy. And clish again, you don't have the foggiest notion how big my printer is, I'd like to see you carry it on a bike.

Answer 1

If you lived in the USA you would!

Answer 2

No. I'm in a callcentre where we support computers and sometimes things go wrong. To supply service, we have a free-of-charge telephone line, minimum waiting times and we really do try to make our people happy. In return we ask a bit of co-operation and understanding from the customer. If people are nice, my colleagues and I really go out of our way for them. But if people are bashful, unreasonable and rude, they usually get a less nice treatment. We're only humans, afterall.

As you made your own decision not to return the computer (HP would paid the transport cost, I am sure of it), but chose to go back to the shop instead - it's only reasonable that you are held responsible for that choice. So you pay your own transport costs back to town. Also, the shop not having a replacement pc of the eaxt same specification is a risk you yourself take. By the way, a 4 mile trip means you could walk or ride a bicycle - but you chose to have a car so pay for it. It would be reasonable then if HP would reimburse you for a bicycle trip and leave a cent on your account.. But as your decision now means HP need to get the pc back from the shop, the extra transport costs might be subtracted from that.

Now when you leave the faulty pc at the shop and get another one, the faulty one will be sent to HP. It will be refurbished and sent to make a more reasonable happy very happy. That is just the way it works.

I do not work for HP and I quit my job at Dell because I was never allowed any leaway to make a customer happy there - but I do know you wouldn't get better service from my company if you'd rant like this. For all I know HP seem fair in this case; what do you expect if you bind yourself to a contract when you buy from them, and then feel you're entitled to more? Get a better service contract next time, then. If you pay for it, HP would gladly send you an on-site technician the same day and replace parts all-inclusive. But if you won't pay for it, and wiggle yourself out of agreements - don't expect them to care.

Answer 3

All they are required to do in some places is give you an in store credit. Not even a refund. And sometimes only after 7 days. After 7 days they are only required to service the unit.


Laws can vary from place to place and it depends on the Companies customer service policy.

Answer 4

I would have called HP, demanded to speak with a supervisor right away. Explain to them the computer is only two weeks old and that you wanted a new one. Most companies realize the effect of bad press on the company, and supervisors have more power to do what you want done.

Answer 5

I have similar situations from customers in my job. The retailer/manufacturer is under no obligation to refund travelling costs. As a manufacturer for us that's a good thing but if I was then a customer it's not so good.

Answer 6

I don't think you should be re-imbursed for the traveling cost. Actually whats your job right now? I can probablly give your hell for something regarding it.
However, you should not be responsible for the higher price. Tell the store you bought it from you expect a EXCHANGE. You don't want the money but the actual product.

Answer 7

It would be nice, but we will never see that day. I guess its the risk we take buying things, if we don't like them when we get home we have to make another trip back there ot wither exchange or get our money back.

Answer 8

Chalk it up as bad luck.

Answer 9

some stores might do this, but most won't

Answer 10

if only,stores dont care about you just your money.