Do I need packaging for a return?

[John Jennings]

After having had my faulty TV repaired twice without any joy I finally got Unbeatable to agree to replace it (they actually wanted to attempt a third repair but I was having none of it!).

They've told me that I need the original packaging to get the replacement.

I've still got the box and manuals, but most of the polystyrene inserts were destroyed during the unpacking when I first got it.
Should I expect them to get assy when they collect it? If they do get assy do they have any legal right to demand the full packaging?

If I was just returning the telly because I didn't like it I think they'd have a point. But the fact is that it's faulty, so I don't see why they should demand the packaging returned in an 'as new' state when the TV most certainly isn't (it's faulty!).

Anyone got experience in these matters?

John

[Rainfall]

John,

If they are to replace it why not use the polystryrene from the new one? thats if its the same company that bring you the new one, take away your old one;) at the same time!!

cheers Steve

[John Jennings]

Unfortunately they've got to take my old one back before they bring the new one :(

[pase]

I would contact them and ask whats OK. I have just recieved my amp back from them that has just been repaired. It has been quite badly damaged in transit, and they wanted to know how it was packed (as it came from them they should know) and how long the courier compnay had it.

They now want to take in and repair it!!! Which i am not very happy about. How did you manage to get them to replace your TV??

[Cable Monkey]

In many cases insurance on items in transit is dependant on the quality of packaging. One way of ensuring packaging is up to standard is to ask for original packaging to be used. You can return an item by writing the address on it and sticking a stamp to it (I've seen it done!) but if it is damaged, or fails to arrive then you have less chance of compensation...

[John Jennings]

Originally posted by pase


They now want to take in and repair it!!! Which i am not very happy about. How did you manage to get them to replace your TV??

I got them to agree by spending a long time on the phone and asking to be put through to progressively more 'important' people. The repair firm had told me that there was nothing else that they could do with it so I just insisted to the retailer that there was absolutely no point in sending it for repair again. Only the third person I spoke to agreed to this, the previous two just said "Well, it's standard procedure to require three repairs. So we'll just send your TV away for the third repair and then arrange the replacement when it comes back". I couldn't believe that they wanted to waste my time doing that! :brickwall

So Pase, just shout at people. They don't like that and will soon give in.

BTW, there wasn't a problem with my return. I phoned Unbeatable again with a full list of their T&Cs at my disposal. At first they wouldn't change their tune but got them to agree that only fully working equipment needed to be returned in it's original packaging. Just have to wait 10 days for my new telly to arrive though :(

John