Quote:
Originally Posted by pdurrant
Quite right. The whole point of buying at a physical store is for good support if there's a problem. Otherwise you'd just buy from the cheapest box-shifter.
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This isn't a physical store. It's a webshop, and there, I have even *MORE* rights than I would have had at a physical store.
It's not for nothing that the store has to handle stuff like this. What if the manufacturer would have been located in Zimbabwe, with no office in the Netherlands or even Europe?
I'm not really blaming Brother for the defective device; shit happens. I have two printers (an A3 inkjet, and an a4 laser) which I have been using without problems for years, and I'm sure they'll fix this label printer to work as it should.
Point is, I shouldn't have to deal with Brother at this point.
The retailer even states on its site that a product can be swapped if it breaks within the first 8 days of arrival after they confirm the defect with the manufacturer, but now they are telling me by e-mail that "Brother has denied a direct swap and I should send the device to their (Brother's) Technical Service"... even though I have given them the ticket number (per their own procedure) in which Brother states that the device is defective.
They are just hiding behind the manufacturer, trying to forgo their responsibility of having this problem resolved. If they don't resolve, I'll file a complaint with ACM (the Dutch consumer authority). I wonder if they'll do anything to companies as large as this one.
As said, I don't have the time to start a legal battle over this, and for the price the device costs, it's not worth it. Even if I win (which I would, without a doubt), the cost of winning is higher than even just trashing the device and buying another one. The only thing that irks me is that because of this, a store can get away with such lackluster customer service.