CD-Wow - refusing liability for faulty goods

[SheepDip]

I thought I'd post my recent experience on trading with CD-Wow.

In January I purchased a CD from them. Upon playing it today I've noticed that one of the tracks is now displaying crackles and drop-outs.
I have tried it in different CD players - but the result is the same, it is a faulty CD.
Now this is obviously extremely rare - CD's are very reliable to say the least (Well they are nowadays anyway, granted there was problems with some batches years ago, but anyway...). I contacted CD-Wow to explain the situation, however much to my surprise, I recieved a reply e-mail telling me there was nothing they could do about it as it was purchased over 6 months ago (A lie - it was just under 5).

Well I'm going to dispute this. They are the suppliers, and they should be liable in my opinion. I used to be a professional buyer - and they've picked on the wrong person;) It's not as if they'll be out of pocket as they will have their own suppliers back to the manufacturer.

I just thought this might be of interest to some of us. A supplier who refuses to accept liability for faulty goods is something I think we all need to know about.

[Jordan Black]

But after 5 months, they don't come with a 1yr grantee you know, i think Cdwow are right and take it up with the record company. IMO of course

[bambi2002]

So it played fine when you got it - but now 5 months later one of the tracks doesn't work?

How exactly does it make it faulty - you've obviously damaged the CD.

[pompeyfan]

Originally posted by bambi2002
So it played fine when you got it - but now 5 months later one of the tracks doesn't work?

How exactly does it make it faulty - you've obviously damaged the CD.

Not necessarily, could be faulty manufacture - look at the Terminator 1 DVD's for example, they played fine then a few month's down the line proved faulty.

[bs7]

Originally posted by Jordan Black
But after 5 months, they don't come with a 1yr grantee you know, i think Cdwow are right and take it up with the record company. IMO of course

you could actually argue that the purpose of a CD is to last much longer than that.

I'd argue it's a breach of the Sale of Goods Act.

You'd have thought they'd at least ask you to return it and check it out for themselves.

[target]

It says in their T&C's they'll only accept damaged goods within the first 30 days.

I can't find warranty information on my music CD's but I know my PC CD's require you to return them to the publisher if the media develops a fault.


Originally posted by bs7
I'd argue it's a breach of the Sale of Goods Act.


*cough* Hong Kong :nuts:

[SheepDip]

Originally posted by bambi2002

How exactly does it make it faulty - you've obviously damaged the CD.

I've obviouslydamaged the CD?

I look after CDs, and this one has not been dropped/scratched/given to the dog. It is in total pristine condition. You're obviously making assumptions you can know nothing about, that I'd mistreat a product then try to blame others - as if! There have been a number of other examples on here of CD's/DVD's failing after a while.

To the others, thanks for the hints, I shall find out the manufacturer and contact them in due course - if CD-Wow are insistant.
I just thought this would be of help to some of us - it is always useful to know what levels of customer service companies provide. I find it strange that a company like CD-Wow aren't interested - but there you go.

[bambi2002]

Originally posted by pompeyfan
Not necessarily, could be faulty manufacture - look at the Terminator 1 DVD's for example, they played fine then a few month's down the line proved faulty.

Now I've never seen this kind of stuff happen before - in my experience - CDs (don't know anything about DVDs) either fail to work straight away or they work fine forever (barring damage to the CD). So its useful information to know.

[lentini]

Originally posted by target
It says in their T&C's they'll only accept damaged goods within the first 30 days.

I returned a faulty DVD to them 6 months after I bought it.

[bambi2002]

Originally posted by SheepDip
I've obviouslydamaged the CD?

I look after CDs, and this one has not been dropped/scratched/given to the dog. It is in total pristine condition. You're obviously making assumptions you can know nothing about, that I'd mistreat a product then try to blame others - as if! There have been a number of other examples on here of CD's/DVD's failing after a while.

To the others, thanks for the hints, I shall find out the manufacturer and contact them in due course - if CD-Wow are insistant.
I just thought this would be of help to some of us - it is always useful to know what levels of customer service companies provide. I find it strange that a company like CD-Wow aren't interested - but there you go.

Hmm - think you read a lot more into my post than I meant - I was taking the attitude a retailer would - if the CD worked fine when you received it, and you said it did. Then the logical assumption for it not working 5 months later is that you (i.e. the customer - not necessarily *you*) must've damaged the CD. As I've said in my other post, I've never known CDs fail after a period of time, but its a while since I've had any inside industry knowledge.

[ryonhilluk]

Well if it worked fine when you got it and now 5 months later one of the tracks is not working properly then maybe the disc has been accidentally damaged?

[pompeyfan]

Originally posted by bambi2002
Now I've never seen this kind of stuff happen before - in my experience - CDs (don't know anything about DVDs) either fail to work straight away or they work fine forever (barring damage to the CD). So its useful information to know.

In the case of DVD's do a search in the DVD's & Movies Forums there's a couple of threads about Terminator 1 and Silence of the Lambs DVD's turning faulty after a while.

[ryonhilluk]

My Terminator 1 DVD went a funny colour and i had to wipe it with a damp cloth. Its ok now but i know a lot of people sent their copy back for a replacement.

I think they said it was to do with something they used in the packaging? :searchme: :thinking: :confused:

[Koku]

Originally posted by ryonhilluk
My Terminator 1 DVD went a funny colour and i had to wipe it with a damp cloth.

I think they said it was to do with something they used in the packaging? :searchme: :thinking: :confused:

I had the same problem with my Terminator DVD; IIRC it was something to do with elements in the packaging oxidising the bonding agent of the DVD layers. I think it was Technicolour (on behalf of MGM) that organised the replacement of discs as it was their booboo. A spot of soapy water soon fixed mine :D

SheepDip: Never seen a similar thing happen on a CD tho'. Is there any discolouration at all on the disc or is the surface sticky in any areas? If it's only a single track having problems then it would suggest something untoward has happened to the disc surface, especially as the same problem is replicated across several players. Have you tried any disc cleaning agents on it?

Sounds like you're very keen on keeping your CDs in mint nick so ruling out scratches, moisture n' the like it could be that the surface itself is degrading. Hard to tell unless you keep hold of it awhile longer to find if other tracks start acting up too.

In any case, if CD-Wow don't replace it as a goodwill gesture (I don't think they have to after 30 days as stated in their T&Cs, most retailers have similar clauses) getting hold of the manufacturer would be the best bet, they may have had a poorly manufactured batch and are starting to get enquiries from other people in the same boat as you. Good luck with it :thumbs:

[target]

Another thing to check, though there may be no scratches on the silver side... scratches on the label side would me much more damaging to the disc and are harder to see.

[SheepDip]

Originally posted by ryonhilluk
Well if it worked fine when you got it and now 5 months later one of the tracks is not working properly then maybe the disc has been accidentally damaged?

Nah - it's definately totally scratch free:D

I must say - I always thought that CD's nowadays were ultra reliable, so I'm a bit surprised really. If it comes to it, it's only one track so I can live with it really, but I'll definately contact the manufacturer. The more I think about it, the less I'm feeling bothered (It is coincidentally my least fave track!).

Hey - thanks for the advice all of u.

[qpw3141]

Originally posted by SheepDip
Nah - it's definately totally scratch free:D

... (It is coincidentally my least fave track!).

They know when you don't like them :suspect:

[bs7]

Originally posted by target

*cough* Hong Kong :nuts:


*cough*:

CD WOW!
Customer Service Centre
Suite 2a
Gregories Court
Gregories Road
Beaconsfield
Bucks
HP9 1HQ
GB

Phone:
0870 350 0899 (GB)
+ 44 (0) 870 350 0899 (International)

Fax:
0870 350 0925 (GB)
+ 44 (0) 870 350 0925 (International)

[target]

Yeah but where they have a CS office is somewhat irrelevant surely? Their head office is in Hong Kong and that's where they trade from. So I'd have assumed they'd be trading under Hong Kong law making the sales of goods act useless. Although they quote the Consumer Contract Regulations 1999 which is a UK law :searchme:

[Panavision]

Contact the record label, I'm sure they'll replace the CD for you.

[qpw3141]

Originally posted by target
*cough*


Originally posted by bs7
*cough*:


Could you and target please get some cough mixture and stop spreading your germs all around the site ? :gag:

[target]

Sorry! What with it being hayfever season and all that... :nuts:

[pipper1978]

You cant expect a company to take back a product that you bought 5 months ago? Ofcourse if it was a a TV or PC or something like that, then yes. But a plain CD? You are being just silly.

Sorry, you had it for 5 months, its now developed a fault, its your tough luck. Live with it.

Anyway, dont you have anything better to do than make a fuss about a CD that you bought 5 months ago?

Sad really.

:oh-hum:

[target]

Originally posted by pipper1978

Sad really.

:oh-hum:


:nuts: Still... we haven't got anything better to do than reply to such a 'sad' thread have we? ;)

Anyway, I think it's a fair question. I don't think the value of the product has any affect on whether you can return it or not. I think it's this whole thing about you buying a licence to read/listen/run your book/cd/game rather than buying a physical product that leaves us in murky waters with regards to consumer law here.

[SheepDip]

Originally posted by pipper1978
You cant expect a company to take back a product that you bought 5 months ago? Ofcourse if it was a a TV or PC or something like that, then yes. But a plain CD? You are being just silly.

Sorry, you had it for 5 months, its now developed a fault, its your tough luck. Live with it.

Anyway, dont you have anything better to do than make a fuss about a CD that you bought 5 months ago?

Sad really.

:oh-hum:

You're asking me if I have anything better to do, but you're the one who is posting on the internet at 8.00pm on a warm sunny evening:lol:
I've just got in from being out with friends - wonder what your excuse is.
I have posted this purely as many of us value feedback on customer service. I used to be a buyer and under British law this company would be liable - whether it was a speedboat, or a 50p pack of polo mints. They are a HK company, and possibly not liable, however I have in the meantime decided not to bother and I consider the matter closed.
You must have an "uneventful" life to consider it worth your time to post unconstructively, and simply to accuse someone of being sad.
I certainly don't need comments on what is sad and what isn't from someone who feels the need to ask advice on the internet before he has a haircut:oh-hum: :lol:

[stefmcd]

To be fair - cdwow should let u return disc at your own cost and if it is visually perfect replace it and refund your postage. They can then pursue the manufacturer for their own costs.


:)

[studavis]

have you tried extracting it to wav securely with something like EAC and see if 1) the error is in the wavs too 2) if EAC shows any extraction errors

[zantarous]

Regardless of where CD-WOW ship from, they are a British Company, which would explain why they caved to the British Phonographic Institute so quickly. Plus you are ringing a UK number regardless of where it terminates I believe the law in originating country takes precedent.

Out of interest what CD is it that you are having a problem with? I have seen comments on these forums where people have been sent replacements from CD-WOW after six months. Possibly get them on the phone maybe if you speak to someone else you may get a different response.