Faulty goods- problem supplier -advice sought


Haworth

Link Posted 02/02/2010 - 14:23
Hi All,

I wondered if anyone with knowledge of the Sale of Goods Act or Trading Standards could give me some advice.

In December, I bought a studio flash kit from Photodeals.co.uk Ltd. After only 3 sessions of light use one of the flash units (a Visico VC-300) stopped firing.

I canít find anything to say the goods are under manufacturers warranty, but from what I gather from reading up on the Sale of Gods Act, I am entitled to an exchange, as they are stated on the website as Ďa professional flash headí and this is presumably an unreasonably short amount of time for the item to break down in.

I have tried to contact the company to get an exchange but my emails remain unanswered, their telephone number just reaches an answering machine and calls arenít returned -Iíve hit a wall of silence and have heard nothing at all!

Any ideas on what my next move should be? Surely they canít get away with just ignoring people when goods go wrong?

Any advice gratefully received.
'The RAW is the score and the print is the performance' - Apologies to Ansel Adams

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womble

Link Posted 02/02/2010 - 14:32
You are clearly entitled to a replacement or refund whatever the terms of their warranty.

First move is to contact your local trading standard office, that is what they are there for. Secondly, threaten to take them to small claims court under the sale of goods act. That often concentrates the mind of the person reading the emails.

Best wishes, Kris.
Kris Lockyear
It is an illusion that photos are made with the cameraÖ they are made with the eye, heart and head. Henri Cartier-Bresson
Lots of film bodies, a couple of digital ones, too many lenses (mainly older glass) and a Horseman LE 5x4.

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johnriley

Link Posted 02/02/2010 - 14:43
Your contract is with the supplier, and, if purchased using a credit card, possibly with the card issuer as well. You could sue one or both. However, it might be a good ides to phone the supplier. If no response, then phone the manufacturer, who might be quite happy to offere a replacement or repair under warranty.

If all fails then Trading Standards is one option, also the small claims court.

First things first though! You are quite right that the expectation for prfessional flash will be more than 3 sessions. I wonder if you have checked the fuses? Spare fuses are usually provided with studio flash.
Best regards, John

Haworth

Link Posted 02/02/2010 - 15:10
Thanks for the replies Kris and John,

Looks like the Trading standards route is the next step.

John -I don't think it is the fuse, the unit turns on, display lights up, modelling light works, all seems normal, the flash just doen't fire, not even from the test button! It's a bit of a surprise as the reviews for these units seem very positive.

I shall try 1 more email, with a paper copy of all previous correpondence sent recorded delivery advising them that if I havent heard from them in , say 7 days, I will contact Trading Standards with a view to taking them to court, as per Kris's suggestion. Phonecalls just reach an answer machine and get ignored.

I hope that stimulates some kind of a response.

Thanks again.
H
'The RAW is the score and the print is the performance' - Apologies to Ansel Adams

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Haworth

Link Posted 02/02/2010 - 15:13
Forgot to mention - bought these through my wife's paypal account, and I think we only have 45 days to raise a dispute, and it's gone past that unfortunately, so not sure I can follow that line.
'The RAW is the score and the print is the performance' - Apologies to Ansel Adams

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Mike-P

Link Posted 02/02/2010 - 15:50
Haworth wrote:
Forgot to mention - bought these through my wife's paypal account, and I think we only have 45 days to raise a dispute, and it's gone past that unfortunately, so not sure I can follow that line.

Was the Paypal payment funded by her credit card?
If so it still may be possible to go through them.
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Haworth

Link Posted 02/02/2010 - 15:59
Hi Mike,

sadly not, it was drawn from a bank account by 'e-cheque' or something - took over a week to go through, so linked the card to the paypal account afterwards! Sods Law.

H
'The RAW is the score and the print is the performance' - Apologies to Ansel Adams

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RR

Link Posted 02/02/2010 - 16:18
Has the tube blown perhaps ? I know it shouldn't after light use but it could be the issue, try swopping a tube from another head into it.

Bob
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Haworth

Link Posted 02/02/2010 - 16:27
Hi Bob,

- had thought it may be the tube. I'm a bit wary of doing anything to it at the moment just in case I do any damage and it could be said later that I had caused the fault by messing with it.

Still, a tube should not blow after such little usage, not sure whether that would be covered for a replacement or not? Hope so, damn things are £50 each!
H
'The RAW is the score and the print is the performance' - Apologies to Ansel Adams

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RR

Link Posted 02/02/2010 - 19:01
A tube should be "fit for purpose" also, but may be seen as a consumable I'm afraid.
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Oggy

Link Posted 02/02/2010 - 21:30
Sorry to be the bearer of gloom, but don't expect Citizen's advice or Trading standards to be any help.

Haworth

Link Posted 02/02/2010 - 21:39
May I enquire why not,Oggy? Past experience?
'The RAW is the score and the print is the performance' - Apologies to Ansel Adams

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Aero

Link Posted 02/02/2010 - 21:51
I'd always be wary of a company that doesn't give an address on its website. If they aren't answering your emails or their phone, trading standards or the small-claims court my be the only way forward. You're certainly entitled to replacement (not substitute) goods under UK consumer legislation.

Good luck

Al

Haworth

Link Posted 02/02/2010 - 22:05
Aero wrote:
Good luck

Al

Cheers Al,

Luckily the address is on the invoice and packing note (and also their terms and conditions page). I just typed it into Google Earth out of curiosity and it appears to be a residential address on a housing estate!

So probably a sole trader /someone working from home - or a false address
'The RAW is the score and the print is the performance' - Apologies to Ansel Adams

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Last Edited by Haworth on 02/02/2010 - 22:06

johnriley

Link Posted 02/02/2010 - 22:55
Quote:
Sorry to be the bearer of gloom, but don't expect Citizen's advice or Trading standards to be any help.

It would be more helpful if you explained.
Best regards, John
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