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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To want a replacement not a repair

15 replies

Imperialleather2 · 07/03/2015 21:28

I bought a new pram last Sunday. It cost nearly £400.

I used it for the first time last Monday and the handle which is adjustable sort of slipped down onto the next setting.

It did this twice and I assumed I hadn't clicked in right. Abyway I uses the pram again today and made sure the handle was set up correctly and it's happened again.

I rang the shop which is approx 60 miles away and they said they want to see it happen. I explained that it seems to be an intermittent fault. They said that they'll speak to the manufacturer on Monday And let me know.

I'm pisseds off and said that it's for them to deal with the manufacturer but that I want a replacement pram as the one they've sold me isn't fit for purpose nor of satisfactory quality.

I felt like they were insinuating that I'm lying and I explained that there is no advantage to me in driving the 120 mile round trip.

Aibu

OP posts:

26Point2Miles · 07/03/2015 21:31

So you expect them to just send you a new pram?

treasureisland · 07/03/2015 21:31

I'd want a replacement too. But if you bought it from a shop 60 miles away I think it's reasonable that you make the journey to exchange it if there's no other branch nearby?

Original poster

Imperialleather2 · 07/03/2015 21:35

Sorry if I wasn't clear I'm happy to go down there to get a replacement, not happy to go down there just to show the intermittent fault and then have to go back down to get the replacement.

I want them to order me a new one which I'll go and pick up and leave them to sort it out with the manufacturer.

OP posts:

wowfudge · 07/03/2015 21:37

Don't know how you insinuate that from them wanting to see what is happening and speaking to the manufacturer when they are open on Monday?

They will be seeking the advice of the manufacturer - i.e. whether the manufacturer will want to repair or give you a replacement instead. The retailer is not obliged to give you a replacement if they prefer to arrange repair instead.

I appreciate it's a pain if you live 60 miles away, but it's hardly the shop's fault. Sounds as though they have said they'll see what the manufacturer has to say before they insist you travel with the pram. Entirely reasonable of them.

neolara · 07/03/2015 21:38

I think your suggestion is utterly reasonable.

mommy2ash · 07/03/2015 21:38

what do you expect to happen to the defective pram? surely you will have to bring it back anyway so whats the issue with showing them the problem

26Point2Miles · 07/03/2015 21:39

i think they are within their rights to offer a repair tho?

mommy2ash · 07/03/2015 21:40

sorry just saw your other post. i would wait to here what they say, can they offer a replacement there and then or does it have to be repaired and go from there. i wouldn't want to drive multiple times either. hope you get it sorted

Original poster

Imperialleather2 · 07/03/2015 21:44

My point is that my contract was with the shop, not the manufacturer. It's brand new. If it was say 6 months old it'd be slightly different but it's been used twice.

OP posts:

Viviennemary · 07/03/2015 21:47

I think you are right to want a replacement. But I don't think it's up to the shop to send you a new pram unless you return the old one. But you shouldn't have to go twice.

MissDuke · 07/03/2015 21:49

I would feel the same as you op!

DoJo · 07/03/2015 22:42

So have they actually said that they won't order a replacement for you until they see it? Did you ask if they would have it delivered direct to you rather than the store once they have established that the one you have is faulty? It sounds like you are annoyed about something they haven't actually asked you to do unless you have missed something out of the story...

SistersOfPercy · 07/03/2015 23:42

Less than a week I think you have the right to reject it as faulty. Within the first six months the onus is on the sender to prove it wasn't faulty at point of sale, after six months it's down to you.
After a week you have an extremely good case for a full refund. After a month you are on the cusp of having to accept a repair.

If I were you id get it back to the shop asap. Do a little research into rejection if faulty goods.

PeachyParisian · 08/03/2015 00:35

Generally a store will need to see a faulty pram to assess the fault, it's then sent to the manufacturer for further testing. I.e. To see if it's a manufacturing fault or damage caused through use. This can take weeks and chain stores usually offer a courtesy pram whilst yours is away, once the manufacturer has passed their verdict you'll either get your repaired pram back or you'll get a new one.

RainbowFlutterby · 08/03/2015 00:42

Google "Sale Of Goods Act" and make sure you're fully clued up when you go back.

It has sections telling retailers what they can and can't do. When combined with knowing what your rights are as a customer it makes it easier if they start trying to fob you off.

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