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matengawhat
Well-known member
- Aug 17, 2007
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from my understanind of dsr and sales of goods act - call trading standards - but if you had complained within first six months they are legally responsible for cost of return as if you reject the goods they are considerred faulty at the point of sale after 6 months think you have to prove faulty at point of sale - contact roksan with your seriel number and find out if yours is one of the known faulty batch as then you can prove fauty at time of sale and demand a refund and collection at their cost - difficult argument but if you can get roksan to confirm the issues you are in stronger position
http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf - this is an artical to inform businesses of their responsabilities but also gives you the information you need to know to complaine - have found very useful in past
http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf - this is an artical to inform businesses of their responsabilities but also gives you the information you need to know to complaine - have found very useful in past
Had a look through your link and it seems if the amp had gone faulty in the first 6 months,they have to pay "3.57 If the goods are faulty or do not comply with the contract, you will
have to pay for their return whatever the circumstances" so just missed that deadline but it seems grossly unfair that the consumer has to pay carriage costs for an item to be repaired under warranty.
Have had no reply from Roksan as yet but hopefully they will suggest returning the amp directly to them at their cost (but I wont hold my breath!)
have to pay for their return whatever the circumstances" so just missed that deadline but it seems grossly unfair that the consumer has to pay carriage costs for an item to be repaired under warranty.
Have had no reply from Roksan as yet but hopefully they will suggest returning the amp directly to them at their cost (but I wont hold my breath!)
That sounds absolutely ridiculous, it is one thing returning them if they are close by, but to expect you to be liable for any of the cost when you are the customer, you are the one who paid good money for something which has quickly become faulty, in fact during the guarantee period, then I see no justifiable reason for you incur anything.
hi fi newbie:That sounds absolutely ridiculous, it is one thing returning them if they are close by, but to expect you to be liable for any of the cost when you are the customer, you are the one who paid good money for something which has quickly become faulty, in fact during the guarantee period, then I see no justifiable reason for you incur anything.
If the costs had been small then it wouldn`t matter so much but because of the weight of the amp it is likely to be more than £30
If the costs had been small then it wouldn`t matter so much but because of the weight of the amp it is likely to be more than £30
tractorboy:
I don't know, but I would imagine they're well within their rights to repair rather than replace.
Perhaps it would be useful to email Roksan with the serial number and ask them to confirm whether this amp is part of the dodgy batch which they refer to at that start of this thread? As a Kandy owner, I'd certainly be interested to know.
Got a reply from Roksan quote "It's quite possible that the volume pot may be faulty in your Kandy, in which case it may need replacing" end quote. My serial No. is 0122814 so if yours is anywhere near that then you may need to worry a bit.
I don't know, but I would imagine they're well within their rights to repair rather than replace.
Perhaps it would be useful to email Roksan with the serial number and ask them to confirm whether this amp is part of the dodgy batch which they refer to at that start of this thread? As a Kandy owner, I'd certainly be interested to know.
Got a reply from Roksan quote "It's quite possible that the volume pot may be faulty in your Kandy, in which case it may need replacing" end quote. My serial No. is 0122814 so if yours is anywhere near that then you may need to worry a bit.
Hmmm, 0122922. Perhaps if Henley are still keeping an eye on this thread, they might share with us the serial numbers of the faulty batch which they mentioned at the start of the thread?
This is turning into a nightmare.Took the amp to the post office today but they could not take it as the address Audio Affair gave me is not in their database and so they could not provide insurance/compensation cover.So not only do I have to pay for postage costs (assuming I get a good address) I`ve also had a wasted journey to the post office and more time has been added to the repair process.
After A Reasonable Time
If a fault appears after that nebulous "reasonable time" has elapsed,
don't despair. If it's in the first six months, and it's not because of
fair wear and tear, accidental damage or misuse, then the retailer must
still repair or replace the item. If he demurs, he has to prove the
item wasn't faulty in the first place, or that it couldn't be expected
to last that long. Often he'll choose to replace rather than repair it.
If more than six months have gone by, things change. You might still
get a repair or replacement, but now you'll have to prove that the item
was faulty when you bought it if the retailer disputes your claim.
Where delivery costs are involved, the retailer has to pay them, and
repairs must be carried out within a "reasonable" time. If it's
impossible to replace or repair the item, you can claim a refund of
some, or possibly even all, of the purchase price (depending on how
much the item has been used). However, if the fault causes personal
harm or damage (a fire, for instance), then it falls under "product
liability," which is the manufacturer's responsibility. First, though,
go to the retailer; if they're unable tell you who the manufacturer is,
then the liability becomes theirs.
http://www.consumerrightsexpert.co.uk/FaultyGoods.html
If a fault appears after that nebulous "reasonable time" has elapsed,
don't despair. If it's in the first six months, and it's not because of
fair wear and tear, accidental damage or misuse, then the retailer must
still repair or replace the item. If he demurs, he has to prove the
item wasn't faulty in the first place, or that it couldn't be expected
to last that long. Often he'll choose to replace rather than repair it.
If more than six months have gone by, things change. You might still
get a repair or replacement, but now you'll have to prove that the item
was faulty when you bought it if the retailer disputes your claim.
Where delivery costs are involved, the retailer has to pay them, and
repairs must be carried out within a "reasonable" time. If it's
impossible to replace or repair the item, you can claim a refund of
some, or possibly even all, of the purchase price (depending on how
much the item has been used). However, if the fault causes personal
harm or damage (a fire, for instance), then it falls under "product
liability," which is the manufacturer's responsibility. First, though,
go to the retailer; if they're unable tell you who the manufacturer is,
then the liability becomes theirs.
http://www.consumerrightsexpert.co.uk/FaultyGoods.html
matengawhat
Well-known member
- Aug 17, 2007
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hi fi newbie:
After A Reasonable Time
Where delivery costs are involved, the retailer has to pay them,
http://www.consumerrightsexpert.co.uk/FaultyGoods.html
not sure how accurate that last bit is - my understanding is that the store is responsible for delivery costs back to manufacturer which they aren't allowed to pass on to you but not for you to return goods to them unless they arrived faulty and you refuse the goods and then its their resposability to collect them.
in my opinion its unreasonable to expect a retailer to pay for you to get the goods back to them after you have accepted them
After A Reasonable Time
Where delivery costs are involved, the retailer has to pay them,
http://www.consumerrightsexpert.co.uk/FaultyGoods.html
not sure how accurate that last bit is - my understanding is that the store is responsible for delivery costs back to manufacturer which they aren't allowed to pass on to you but not for you to return goods to them unless they arrived faulty and you refuse the goods and then its their resposability to collect them.
in my opinion its unreasonable to expect a retailer to pay for you to get the goods back to them after you have accepted them
Well firstly it seems like the above was not a definitive answer as it depends what type of warranty there is on the product. However I hardly consider it unreasonable you formed a contract with the retailer, that product is meant to last a minimum of 12 months, in reality of course this is a swindle and the minimum period of cover is actually a lot longer, but nevertheless, this guy has paid over 700.00 for an amp which is already on the blink and they are now insisting he incurs the carriage? that to me is unacceptable. As a gesture of good will alone, I would think they should incur the cost.
The one thing I would say though is if you use something like interparcel.com, it's not going to cost you 30.00, it's going to cost quite a bit less than that.
The one thing I would say though is if you use something like interparcel.com, it's not going to cost you 30.00, it's going to cost quite a bit less than that.
matengawhat
Well-known member
- Aug 17, 2007
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Sending Faulty Items Back
Legally you are not obliged to send faulty goods back to the vendor at your own cost. If an item is big and heavy or awkward to return then ask the seller to come and collect it. This only applies if you have recently bought the goods.
legal answer from same website you quoted.
your contract says they will repair and then if not replace which they have offered to do - the only way this guy has an argument which i think is a very strong one is that after 6 months its your responsability to prove the item was faulty at the point of sale which he can do as roksan have admitted faults on these items so he could demand a full refund quoting roksan as source which is what i would do.
minimum period of responsability for retailes is infact 24 months under european law but thats a legal battle
no such thing as good will in sales when it means you will be making a loss - why should the shop end up out of pocket same as why should the buyer but don't think you will find a manufacturer refunding it
Legally you are not obliged to send faulty goods back to the vendor at your own cost. If an item is big and heavy or awkward to return then ask the seller to come and collect it. This only applies if you have recently bought the goods.
legal answer from same website you quoted.
your contract says they will repair and then if not replace which they have offered to do - the only way this guy has an argument which i think is a very strong one is that after 6 months its your responsability to prove the item was faulty at the point of sale which he can do as roksan have admitted faults on these items so he could demand a full refund quoting roksan as source which is what i would do.
minimum period of responsability for retailes is infact 24 months under european law but thats a legal battle
no such thing as good will in sales when it means you will be making a loss - why should the shop end up out of pocket same as why should the buyer but don't think you will find a manufacturer refunding it
It`s at the stage now where I just want the b****y thing fixed and am prepared to pay the postage if I could get an accurate address to send it to.If you put Audio Affairs` postcode into the address finder on the Royal Mail website 3 pages come up but no mention of AA unless they trade under a different name which would be odd.
I am getting frustrated and a bit worried. Wonder if Roksan would allow me to return the amp directly to them for repair,worth a try do you think?
I am getting frustrated and a bit worried. Wonder if Roksan would allow me to return the amp directly to them for repair,worth a try do you think?
There is absolutely no way we would ever expect a customer to pay for the return of a faulty item. If a dealer sells product via the internet then we beleive they are liable for it's collection should there be any issue at a later date - That's why the dealer has a profit margin, it's called customer service.
Basshound, would you please call me at your earliest convenience.
Laurence Armstrong
Managing Director
Henley Designs
01235 511166
Basshound, would you please call me at your earliest convenience.
Laurence Armstrong
Managing Director
Henley Designs
01235 511166
hi fi newbie:
The one thing I would say though is if you use something like interparcel.com, it's not going to cost you 30.00, it's going to cost quite a bit less than that.
I live in N.Ireland which cuts the options down a lot,tried interparcel and came to £34 including insurance.
Now that Laurence from Henley is aware of the situation things might change,I have no beef with Henley or Roksan as they have not known of the situation until now.
The one thing I would say though is if you use something like interparcel.com, it's not going to cost you 30.00, it's going to cost quite a bit less than that.
I live in N.Ireland which cuts the options down a lot,tried interparcel and came to £34 including insurance.
Now that Laurence from Henley is aware of the situation things might change,I have no beef with Henley or Roksan as they have not known of the situation until now.
Hrrrrrgggggggnnnnnn!!!!! Arghhhhhhh!!!!
Yes, my Kandy has suffered the same fate. Roksan has informed me that I can return this direct to them, but I have not got an answer on who is paying for shipping / how it is paid for.
If Basshound or Laurence at Henley see this, could you fill me in?
Presumably it also needs some kind of insurance to cover possible loss or damage in transit?
Yes, my Kandy has suffered the same fate. Roksan has informed me that I can return this direct to them, but I have not got an answer on who is paying for shipping / how it is paid for.
If Basshound or Laurence at Henley see this, could you fill me in?
Presumably it also needs some kind of insurance to cover possible loss or damage in transit?
tractorboy:
Hrrrrrgggggggnnnnnn!!!!! Arghhhhhhh!!!!
Yes, my Kandy has suffered the same fate. Roksan has informed me that I can return this direct to them, but I have not got an answer on who is paying for shipping / how it is paid for.
If Basshound or Laurence at Henley see this, could you fill me in?
Presumably it also needs some kind of insurance to cover possible loss or damage in transit?
Sorry to hear your amp has gone faulty,suggest you e-mail Lawrence at Henley (address on the Henley website) or phone as Andrew suggests.I found Henley to be more than helpful,my amp was collected,repaired and returned within a week at no cost to me.Incidently my amp now sounds better than before the fault appeared so you may also get an improvement after repair.
Hrrrrrgggggggnnnnnn!!!!! Arghhhhhhh!!!!
Yes, my Kandy has suffered the same fate. Roksan has informed me that I can return this direct to them, but I have not got an answer on who is paying for shipping / how it is paid for.
If Basshound or Laurence at Henley see this, could you fill me in?
Presumably it also needs some kind of insurance to cover possible loss or damage in transit?
Sorry to hear your amp has gone faulty,suggest you e-mail Lawrence at Henley (address on the Henley website) or phone as Andrew suggests.I found Henley to be more than helpful,my amp was collected,repaired and returned within a week at no cost to me.Incidently my amp now sounds better than before the fault appeared so you may also get an improvement after repair.
Doh! Just seen the number. Thanks guys. I'll let you know how things progress. This is going to be a real pain in the backside, since I'm out of the house all day every day with work commitments at the moment....
Tell you what though, I'[ve just swapped out the Kandy for my Marantz PM6002 which has been taking a vacation in the spare room. It sounds.... absolutely terrible.
Shouldn't come as a surprise, I know, considering the price differential, but seriously, it sounds absolutely dire after living with the Kandy for a few months. All the detail has gone, and everything sounds decidely two-dimensional. I've questioned the wisdom of spending (by my standards) quite a lot on equipement, but now I know it really was worth every penny.
Having said that, the Marantz does at least work!
Shouldn't come as a surprise, I know, considering the price differential, but seriously, it sounds absolutely dire after living with the Kandy for a few months. All the detail has gone, and everything sounds decidely two-dimensional. I've questioned the wisdom of spending (by my standards) quite a lot on equipement, but now I know it really was worth every penny.
Having said that, the Marantz does at least work!
Yeah, my dad had the same problem with the same amp... Exactly the same thing by the way, as in you described it word for word.
Errrrm... Its upsetting really, because its a fantastic amplifier, but the companies products fail quite a bit. So he went for the cyrus kit instead. In fact the shop we bought the roksan amp and cd player from have officially stopped selling roksan kit, because apparently the shops had several returns on roksan products... I dunno what to say really, because the amp is a fantastic amp, but if they keep breaking its pointless...If you have the money try upgrading to the kandy 2 amp. Maybe they don't break like the others.
Errrrm... Its upsetting really, because its a fantastic amplifier, but the companies products fail quite a bit. So he went for the cyrus kit instead. In fact the shop we bought the roksan amp and cd player from have officially stopped selling roksan kit, because apparently the shops had several returns on roksan products... I dunno what to say really, because the amp is a fantastic amp, but if they keep breaking its pointless...If you have the money try upgrading to the kandy 2 amp. Maybe they don't break like the others.
what area do you live in, i live in leicester, so they may of sent several units in my or (our) area lol
My life is split between Nottingham and Leicester, although the amp, like Basshound's, was purchased from a shop in Birmingham.
Are you getting it sorted Tractorboy? Didn`t realise you got your amp from the same place as me,they must have had a faulty batch,no wonder they were reluctant to pay carriage costs if they`ve had a few returns,could add up to a right few quid.
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