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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

to expect to exchange faulty ELC item with no receipt?

25 replies

orangutangerine · 28/12/2010 09:00

My DD got a ELC keyboard for Christmas and it doesn't work. We put brand new batteries in and have checked the batteries so we know it's the keyboard that's faulty.

We don't have the receipt and want to just exchange it for one that works. I do have a bank statement showing the purchase but I got it along side a few other bits so the total doesn't match up.

AIBU to think that it's within my statutory rights to expect an exchange (not a refund) on faulty goods that obviously come from that retailer (it's ELC branded) without a receipt?

I'm trying to get my facts straight before going in case I have problems.

Thanks!

OP posts:
FairyTaleOfNewYork · 28/12/2010 09:05

take the statement with you. should be enough. i have done it before

tutu100 · 28/12/2010 09:05

I think you will be fine and they will replace it no fuss as long as they still have one in stock. I've never had problems with ELC replacing faulty toys same can't be said for Mamas and Papas though.

FabbyChic · 28/12/2010 09:07

You dont need a receipt to change faulty goods, however you cannot expect a refund, but can be given a gift voucher if they do not have your item in stock to change.

MrsMooo · 28/12/2010 09:07

As long as you can return it in the original packaging, I don't think there's any issue - if you can't then I'd take it back to the store you bought it from with your bank statement.
Just because anecdotally from friends who work in retail, you'd be shocked by the number of people who buy faulty goods then try and exchange them!

YANBU at all btw, and well within your stat. rights - might be worth ringing customer services first though :)

santagotstuckuptheCHIMCHARney · 28/12/2010 09:09

my friend has had fantastic customer service from elc in the past... she took an item back, they changed it with no questions.... she mentioned in passing that something else she had from their store had broken, but it was years old and played with by 3 kids...she was told take it back, and it will be replaced!!

they explained that they sell toys, which should be fit to be played with...if they are not, elc will happily do all they can to make it that way.

so, unless they have changed their piolicy within the last year or so, i'm guessing you'll be fine!

do report back and let us know how it goes!

Guacamohohohole · 28/12/2010 09:11

We're taking back a Whizz and Go garage which doesn't work, I don't have a receipt and I paid cash, when I phoned them they said it was fine and they would be happy to exchange.

Eralc · 28/12/2010 09:25

ELC have always been brilliant with us - we took in a toy caterpillar that my son had had for 5 months because some of the stitching on the foot was coming loose (more becausee we wanted to make them aware that it might be a problem, than because we were expecting an exchange), and they offered to exchange it immediately. I would think you would have no problems at all.

usernamechanged345 · 28/12/2010 09:33

This reply has been deleted

Message withdrawn at poster's request.

Actuallawyer · 28/12/2010 10:53

I'd take your bank statement in with you anyway in case you need it. Should be fine.

TiggyD · 28/12/2010 11:36

I think you need proof of purchase which a bank statement should provide. Though it will be a bit of a faff for them to check it. I think products have to be 'as described' and 'of merchantable quality', and you need to return them within reasonable time otherwise you have 'accepted' the product. I think they are allowed to try to mend the product before replacing it, but I doubt they will.

If I remember correctly, the EU has come up with a law saying you're covered for 6 years for faulty goods.

*please note I didn't look this stuff up. I just watch a lot of consumer programmes.

IAmReallyFabNow · 28/12/2010 11:39

I wanted to exchange a toaster that had stopped working and they really did not want to exchange it as it was a previous colour.

Rosebud05 · 28/12/2010 11:43

ELC must be used to this. So many of their products are cheaply produced crap in recent years.

eToTheiPi · 28/12/2010 12:16

I exchanged a washing machine that never worked but was a year old for another item with no receipt. The reason was that no other machines on the shelf worked either. Also have a couple of toys to take back this year as well. Some of the quality of elc is shocking!

DontLetTinselDragOnTheFloor · 28/12/2010 12:22

"take the statement with you. should be enough. i have done it before"

don't try this in Game though as they will not accept a bank statement as proof of purchase. DDs DS went wrong 1 month before the guarantee expired and they refused to honour it as the total on my statement DS plus a case for it) did not match the cost of a DS.

MumNWLondon · 28/12/2010 15:38

I have never had a problem with this. DS1's favourite toy was an ELC fire engine, bought as gift we didn't have reciept or box and it became dangerous (wires sticking out) they changed it without any fuss.

NetworkGuy · 28/12/2010 16:13

DontLetTinselDragOnTheFloor - did you explain it was for DS and case ? Might have been worth asking Trading Standards about your rights, given it was presumably over 100 quid (sorry, out of touch as to what items can cost).

Would only work for a brand new item, too, of course, as don't Game also sell s/h items - receipt essential in such a case, though probably a limited time guarantee with s/h anyway.

coccyx · 28/12/2010 16:23

If its not fit for purpose you are entitled to your money back, do not accept a voucher if not what you want

lenak · 28/12/2010 16:41

DD had two things bought for her this year from ELC which she already had (in fact one was a christmas pressie from last year and one was a birthday pressie from September). As they were gifts I didn't have receipts.

ELC still sold both of them, so I took them back and exchanged them for some things for christmas this year - they swapped them no questions asked.

If I had not wanted to swap them they would have given me a credit note which is valid for two years.

I doubt very much that you'll have any problems swapping a faulty toy - however, if by some chance you do, you are fully covered under the Sales of Goods act.

Original poster
orangutangerine · 28/12/2010 16:48

Thanks all. I took it back today and they apologised and exchanged it without asking for any proof of purchase. They also checked that the new one worked before giving it to me.

However, it was the third keyboard taken back faulty that day. Points to ELC for customer service but points taken away for quality of goods.

OP posts:
DontLetTinselDragOnTheFloor · 28/12/2010 17:10

"DontLetTinselDragOnTheFloor - did you explain it was for DS and case ?"

Yes I did. At great length and on two separate occasions. They refused to budge and now it is out of guarantee (26/11). I simply didn't have enough time to pursure it.

Ivette · 06/01/2011 13:18

as I work in a shop myself you can exchange it for different item, pay the difference if the price of the new item is higher. if the item is faulty you do not have to keep receipt but as you have proof of purchuase that should be fine, did you try calling customer service? did they say anything so far?

AmazingBouncingFerret · 06/01/2011 13:34

I work at ELC and im glad you had no trouble taking it back. If an item is faulty then there's no arguement.
However we are alot stricter when it comes to exchanges on non-faulty goods without receipts nowadays. We have the standard 28 day policy now.

HaveAHappyNewJung · 06/01/2011 13:40

Tinsel - now that Xmas is over with, you should pursue it. Was it just in store you tried? I would write to head office and explain. To rule it out because you happened to buy a case at the same time is utterly awful!

You could mention trading standards or whoever the ombudsman is. You may not get a refund but you may at least get some vouchers or something.

pollymere · 06/01/2011 19:35

ELC don't care if the toy was bought second hand! If it is marked ELC then they pretty much will replace anything that has gone wrong and if it is a relatively new item then you should have no problems at all.

Statutory Rights mean you should be able to get a replacement or credit note within any shop but I have never had a problem with ELC at all.

dinosaurkisses · 06/01/2011 19:44

I used to work there- they're very good in regards to exchanges. You shouldn't have any problems.

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