Kobo returns - Page 2

paulsalter · 04-11-2012, 01:51 PM

Quote:

Originally Posted by LuvReadin

Not sure where you're getting this from - the SOGA actually specifies 'within a reasonable time', which is up to 6 years on large appliances, but is usually 1 year for small items like this. Shops do still try to fob customers off and make them contact the manufacturer, but the customer's contract is with the retailer, and it's the retailer who's liable if something goes wrong.

missed the one out on my figure, should have said 12 months and not 2

plib · 04-13-2012, 08:01 AM

There is no legal right to a "no questions asked" return policy, over and above Sale of Goods Act provisions, where I live but most stores have at least a 14 day policy, mostly 30 day. My actual return rate is very, very low but the returns policy is why I shop at many stores. If another store doesn't have a similar return policy then they're going to have to sell an item for a hell of a lot less before I'll buy there.

So, fewer sales and lower price. In the long run they probably lose more money by having a tough return policy.

To bring things back on topic a little, we got two KT's at Christmas, both the originals had problems and one of the replacements. I exchanged all three with no problem at all.

mach1 · 05-10-2012, 03:25 AM

Just a questions in regards to return of my Kobo Touch.

Do I really need to send my faulty Kobo back to Canada (I live in NZ), for a replacement? Was given a RMA number from Kobo support along with the Canadian address to send it to at my expense!

Can I not return it to the local store from where I purchased it (still have the original receipt), and get a replacement that way? It is less than 1yr old.
Seems crazy if I have to post it all the way to Canada, when they have them in stock at Whitcoulls, especially for a fault with the device that has been there from day 1. The cost of that is probably a third or so of what I paid for the Kobo.

mach1 · 05-10-2012, 03:39 AM

Think I can answer my own question - just looked at the NZ Consumer Guarantees Act webiste.

It states:

If something goes wrong, you have the right to insist that the seller or service provider fixes things.
Generally speaking, this means the retailer who sold you the goods or services must sort out the problem. If the stitching comes apart on your fairly new shoes, you don't have to track down the manufacturer or importer, you simply take them back to the shop.

My understanding of this then is that I should be able to go to the shop I purchased it at and get them to sort out the replacement.

danskmacabre · 05-10-2012, 04:33 AM

In the UK if you buy something online, you have a 2 weeks cooling off period where you can return the item. regardless if you've opened it.
That's specific to distance selling though, I.E. online purchases.

dawn69 · 05-11-2012, 10:18 AM

in the uk, a retailer only has to offer a repair of the product, but its still their responsibility to sort it out on your behalf...i bought my touch at whsmith and the touch screen stopped working after 3 months, contacted kobo to see if they had any advice, the requested i sent it to the netherlands at my own expense, ridiculous...took it back to smiths and all they gave me was a form to send with my kobo to a freepost address, which meant that i still had to pay for packaging and insurance...complained to HO...and they just repeated what i'd been told in store. not happy, but i sent it back 2 weeks ago, have still not heard from smiths, and they now appear to be ignoring my emails...have contacted my local trading standards and they say that this policy breaks my statutoy rights, but there's not a lot i can do about it...helpful...NOT.
sorry, rant over...I would like to say that i love my kobo touch and i just want one that actually works...

04-13-2012, 08:01 AM	#17
plib Guru Posts: 777 Karma: 6356004 Join Date: Jan 2012 Device: Kobo Touch	There is no legal right to a "no questions asked" return policy, over and above Sale of Goods Act provisions, where I live but most stores have at least a 14 day policy, mostly 30 day. My actual return rate is very, very low but the returns policy is why I shop at many stores. If another store doesn't have a similar return policy then they're going to have to sell an item for a hell of a lot less before I'll buy there. So, fewer sales and lower price. In the long run they probably lose more money by having a tough return policy. To bring things back on topic a little, we got two KT's at Christmas, both the originals had problems and one of the replacements. I exchanged all three with no problem at all. Last edited by plib; 04-13-2012 at 08:05 AM.

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
^[a-z] returns nothing	alansplace	Sigil	16	08-24-2011 03:56 PM
Borders does not accept any returns on Kobo	RemoGaggi	Kobo Reader	7	12-08-2010 05:31 PM
The Prodigal Returns	Prince Hal	Amazon Kindle	2	03-03-2010 02:45 PM
PRS-500 Returns!	squeakywheel	Sony Reader	7	02-02-2010 03:27 PM
iRex returns	imagitronics	iRex	0	01-03-2009 08:56 AM

05-10-2012, 03:25 AM	#18
mach1 Junior Member Posts: 7 Karma: 10 Join Date: May 2012 Location: NZ Device: Kobo Touch	Just a questions in regards to return of my Kobo Touch. Do I really need to send my faulty Kobo back to Canada (I live in NZ), for a replacement? Was given a RMA number from Kobo support along with the Canadian address to send it to at my expense! Can I not return it to the local store from where I purchased it (still have the original receipt), and get a replacement that way? It is less than 1yr old. Seems crazy if I have to post it all the way to Canada, when they have them in stock at Whitcoulls, especially for a fault with the device that has been there from day 1. The cost of that is probably a third or so of what I paid for the Kobo.

05-10-2012, 03:39 AM	#19
mach1 Junior Member Posts: 7 Karma: 10 Join Date: May 2012 Location: NZ Device: Kobo Touch	Think I can answer my own question - just looked at the NZ Consumer Guarantees Act webiste. It states: If something goes wrong, you have the right to insist that the seller or service provider fixes things. Generally speaking, this means the retailer who sold you the goods or services must sort out the problem. If the stitching comes apart on your fairly new shoes, you don't have to track down the manufacturer or importer, you simply take them back to the shop. My understanding of this then is that I should be able to go to the shop I purchased it at and get them to sort out the replacement.

05-10-2012, 04:33 AM	#20
danskmacabre Guru Posts: 733 Karma: 3593438 Join Date: Jun 2011 Location: Australia Device: Kobo Glo. Galaxy Tab S 8.4	In the UK if you buy something online, you have a 2 weeks cooling off period where you can return the item. regardless if you've opened it. That's specific to distance selling though, I.E. online purchases.

05-11-2012, 10:18 AM	#21
dawn69 Member Posts: 13 Karma: 10 Join Date: Apr 2012 Location: reading berks uk Device: kobo touch	in the uk, a retailer only has to offer a repair of the product, but its still their responsibility to sort it out on your behalf...i bought my touch at whsmith and the touch screen stopped working after 3 months, contacted kobo to see if they had any advice, the requested i sent it to the netherlands at my own expense, ridiculous...took it back to smiths and all they gave me was a form to send with my kobo to a freepost address, which meant that i still had to pay for packaging and insurance...complained to HO...and they just repeated what i'd been told in store. not happy, but i sent it back 2 weeks ago, have still not heard from smiths, and they now appear to be ignoring my emails...have contacted my local trading standards and they say that this policy breaks my statutoy rights, but there's not a lot i can do about it...helpful...NOT. sorry, rant over...I would like to say that i love my kobo touch and i just want one that actually works...

Advert

Advert