Consumer rights

Crap at doing net stuff but can post on Mumsnet just fine...

"This net stuff" is normal everyday life now, and has been for some time, and will continue to be for the foreseeable future. If my 98 year old nana can manage it, so can you. Time to learn.

YABU and difficult.

If you are “not good at net stuff” then learn. The entire world is based on “net stuff” these days and you can’t hide away from it and use the “I don’t know what I’m doing” excuse anymore.

I don't understand the 'I'm crap at this kind of stuff'. Conscious incompetence.

You have managed to sign up to Mumsnet. What's so difficult about taking a video and emailing it, seriously? Google it. Ask for help. Bloody hell someone on here can tell you the steps. And then you'll know how to do it.

The video will help them diagnose the problem without wasting everyone's (including your) time. So it's for your benefit.

“Oh I’m rubbish at that stuff”.

Have you actually fucking tried?!

OP, if you're really unsure how to create a video try Googling the instruction, it'll definitely be online.

I've had a few things that have been damaged or parts have been missing on delivery and I've almost always been asked for photographic proof and have always had a replacement.

It's really not eroding your rights for them to want to see the damage/fault.

Yes it is quite normal. It helps them diagnose the problem faster. Last year our newish washing machine was making an awful noise, I called the company and they asked me to run a quick cycle and send them a video so they could hear it. I did and they were able to diagnose the fault and get an engineer out with the right part to fix it at the first and only visit. Made it easier than having someone sent out only for them to have to come back another time with the correct part. So for me sending a video worked out really well.

You did but it’s the fastest way to get the problem sorted

Why should you? To answer this question, surely it's because you need a replacement item? Yes it's hassle but most companies won't replace an item just because you say it's broken. They rightly need to establish that there is indeed a fault, and this is permitted by law. They don't have to replace things otherwise. It would also be terrible for the environment if people could just get a replacement whenever they liked.

I had a knocking in my engine, had to send a video it's normal

This is actually benefitting you. It means you potentially get a refund or replacement much sooner and without having to wait in for an engineer, deal with engineer etc. I really don't quite understand your issue?

If you've had the item more than 6 months it's also very much your responsibility to demonstrate there is an issue (if relying on statutory rights; if you are trying to rely on an additional guarantee then check the terms and conditions of the guarantee).

Also if this didn't happen, with a more portable item you would likely be asked to physically return it for inspection (as you would normally if you bought the item in a shop). Where the fault is obvious that is totally unnecessary and a waste of everyone's time. In fact in this situation I normally advise my clients to ask for photographic evidence (when selling things online) to make it easier for consumers to exercise their rights!

Oh I do believe its time for my all time favourite quote

“My fingers,” said Elizabeth, “do not move over this instrument in the masterly manner which I see so many women’s do. They have not the same force or rapidity, and do not produce the same expression. But then I have always supposed it to be my own fault — because I would not take the trouble of practising. It is not that I do not believe my fingers as capable as any other woman’s of superior execution.”

Elizabeth Bennet Pride and Prejudice.

Just send a video.
In the time you’ve posted on here you could have done it.

Before they can initiate the repair or replace they need evidence that there is a fault and not something that you've done to damage it.

The best and most cost effective way of doing this is by you recording and sending a what? 30 second video of the fault in action. This way they can identify if you need a replacement or if a tech can come and fix it.

Would you rather wait days or possibly weeks for a tech to diagnose it? Or would you rather send it back to them? Which would take longer.

I don't understand how this is an infringement of consumer rights?

I bought a keyboard online and parts were missing, I took a photo to prove this, and I was sent the missing bits, plus a few extras. The alternative was sending it back, which would be a fucking ball ache.

Okay say they make an appointment for an engineer to visit in a weeks time without you sending them a video. Engineer arrives takes on look at it then tells you he cannot fix that particular problem as it needs a different engineer, or some other equipment. He then leaves and tells you to call the phoneline to book another engineer in for another weeks time.

How would you feel about that?

We've just had that with a faulty blind. We had a handyman to fit it. He said the cording was wrong. Blind company asked for a video. We've had a very detailed response of how we need to repair it. Not my problem.