Faulty Airs

[Damo79]

I've had an interesting conversation with EE regarding some Faulty Nreal Airs after just 2 months, EE have refused a repair or replace request and have said that I need to go back to the manufacturer. Are EE exempt from UK consumer law? They are sending me a letter that states "as a gesture of good will, you can return the item and receive £10 deposit back", not the rest of the money I've currently paid towards them. This is an interesting take on how  consumer law actually works? Even Nreal were under the impression EE should deal with this. The item is unsatisfactory in quality and has failed within two months, at £400 a pop this will go through legal teams. 

[Jon_K]

Hi @Damo79.

I'm sorry to hear this.

I'd recommend getting back in touch with our Customer Care team so they can look into this matter further.

Jon

[Damo79]

Hi Jon, I have. Even spoke to the "executive team" who admitted they don't know uk consumer law. The final answer was the gesture of good will of bugger all. I am apparently being sent this offer via post so I can take it further. Does seem odd though, im not being unreasonable. Nreal have been great but are bewildered by EEs lack of help.

[Damo79]

This was one of my dealings with EE, if anyone is of a legal background it would be interesting to hear from you before it gets out of hand and i take it further. This is in response to faulty Nreal Airs and consumer law states the retailer (I purchased them through EE online) should offer a repair or replace.

[Damo79]

Well had great new from this, went all the way to the ombudsman who agreed EE have dismissed my rights to a repair or replace under consumer law. Looking forward to my replacement, compensation, and best of all, the written apology from EE which the ombudsman have told them to do. Don't let them try to fob you off and make you go to the manufacturer for repairs. 

[WS1995]

@Damo79 I was about to comment... I'm horrified to see that a well established and very popular network such as EE don't know about consumer law. Ultimately if goods are faulty, (whether inside a 14 day cooling off period/returns period or not) the seller is responsible, and not the manufacturer. Your contract of "sale" if you like is with EE and not the manufacturer. Thus the buck stops with EE. 

Glad you got it sorted. I'm by no means a legal expert but this is quite straightforward to be honest, if it's faulty, especially well within any warranty period, it's down to the seller of the goods to offer a replacement/refund/exchange, they can then claim from the manufacturer or their wholesaler if necessary.

[Lukewilliam75]

Hi i am having the same issue with ee I know this post was made years ago I was hoping I could ask about what to do?!

Thanks 

[Chris_B]

@Lukewilliam75   You start with THIS