Warranty On Amazon Warehouse-Bought Electricals, May Be Useful For Some

23
Posted 11th JanEdited by:"louiselouise"
This may or may not be new information...

I buy regularly from Amazon (Amazon Warehouse, even more so) and assumed their warranty for Electricals was really good. I sent back my niece's Amazon Warehouse-bought Lenovo K6 Note after it white-screened seven months in, last year, and got a full refund without a fuss.

Fast forward to last night. I have a Kalorik Bean To Cup Filter Machine (not the best of the best, and not a bona-fide Bean To Cup machine, but it suits my needs, and has a hotplate) which I've used for a few months happily. Cost a bargainous £14-odd from Warehouse. All of a sudden it's completely dead. So I changed the fuse. Still the same.

First convo I had on Live Chat didn't go well - they offered me £5! Tried Live Chat again last night.

Im not asking about a return, Im talking about a faulty item
20:21

Kate | Customer Service
Yes, for the warranty of it, we only offer a 6 months warranty.
K
20:22

I dont understand, because when my niece had a faulty Lenovo phone, bought from Warehouse, I was able to return it for a full refund last year
20:23

Kate | Customer Service
May I have the order number of the lenovo for me to check?
K
20:27

Order placed 18 October 2018
Order # XXXXXXXXXXXX
Return complete
Your return is complete. Your refund has been issued.
LENOVO SMARTPHONE DUALSIM K6 NOTE PA570140IT 32GB ITALIA DARK GREY
Condition: Used - Good - Item will come in original packaging. Packaging will be damaged. Missing USB/Firewire cable. Missing earphones.
Sold by: Amazon EU S.a.r.L.
20:28

Kate | Customer Service
It depends on the amount of the item.
K
20:29

That was around £54. This coffee machine was around £14?? I think, so I dont know what you mean
20:29

Kate | Customer Service
If the item is above 20 GBP, we offer 2 years warranty.
20:31

This DID have a happy ending, however. I put all the (non-electrical) bits in the dishwasher, put it back in the machine, and, BEEP (it's working), so maybe loose coffee grinds stopped it from functioning properly.
Community Updates

Groups

23 Comments
If that 2 years is for real then it will change my perspective on warehouse purchases in future. It was always a year in my mind so good to know thanks.
Will2111/01/2020 18:51

Comment deleted



My name is Louise, just the Amazon account is my mum's
louiselouise11/01/2020 18:51

My name is Louise, just the Amazon account is my mum's


All good. Thought it might be an alter ego
Will2111/01/2020 18:52

All good. Thought it might be an alter ego



It'd need to be a pretty consistent one. I use my name on a lot of my online accounts, haha.
Edited by: "louiselouise" 11th Jan
Summarising without the dull detail and exceptions: 6m is standard statute period for UK-based merchants to resolve product issues, anything beyond 6m is merchant gesture of goodwill or will require buyer to reasonably show merchant liability. If some reference to "2 year warranty for items costing more than £20" does not appear within the merchant's t&c (and certainly not statute) then the merchant can simply legitimately state one-off gesture of goodwill or even "mistake", certainly not precedent for future claims. Additionally, any manufacturer warranty is gesture of goodwill not statute and typically only provided to first purchaser not subsequent owners, although some manufacturers will be very flexible for non-first-user warranty claims.
AndyRoyd11/01/2020 19:47

Summarising without the dull detail and exceptions: 6m is standard statute …Summarising without the dull detail and exceptions: 6m is standard statute period for UK-based merchants to resolve product issues, anything beyond 6m is merchant gesture of goodwill or will require buyer to reasonably show merchant liability. If some reference to "2 year warranty for items costing more than £20" does not appear within the merchant's t&c (and certainly not statute) then the merchant can simply legitimately state one-off gesture of goodwill or even "mistake", certainly not precedent for future claims. Additionally, any manufacturer warranty is gesture of goodwill not statute and typically only provided to first purchaser not subsequent owners, although some manufacturers will be very flexible for non-first-user warranty claims.



Basically, the 2 year warranty for £20+ items bought from Warehouse is nonsense, then. I don't expect to get accurate information on Live Chat, so I'm as in the dark as ever.

On the first Live Chat session they told me to return it, then on the second chat session I wasn't given the option, nor was it mentioned.
Edited by: "louiselouise" 11th Jan
louiselouise11/01/2020 20:03

Basically, the 2 year warranty for £20+ items bought from Warehouse is …Basically, the 2 year warranty for £20+ items bought from Warehouse is nonsense, then. I don't expect to get accurate information on Live Chat, so I'm as in the dark as ever.


Not necessarily nonsense, but certainly not precedent unless buried in the merchant's t&c somewhere. But it may serve as a convenient item of bargaining power in any future claim if the chat jockey is not familiar with statute legislation.
Will2111/01/2020 18:47

If that 2 years is for real then it will change my perspective on …If that 2 years is for real then it will change my perspective on warehouse purchases in future. It was always a year in my mind so good to know thanks.



Amazon support told me that under some EU law in certain circumstances that items are covered for up to 2 years when sold direct by Amazon or fulfilled by Amazon, this of course varies by the support agent you speak to.
Edited by: "hootz" 12th Jan
hootz11/01/2020 20:40

Amazon now say 2 years for everything under eu law, applies to amazon new …Amazon now say 2 years for everything under eu law, applies to amazon new items as well as all third party items fulfilled by amazon, seems it might need to cost over £20 thoug


Tried to return some faulty headphones (sold directly by amazon) after 5 months and they refused, saying I had to contact the manufacturer.. wouldn’t budge!
Amazon SMB in my experience. Cancelled, so called "Prime". Never shopping again.
geforce11/01/2020 21:42

Tried to return some faulty headphones (sold directly by amazon) after 5 …Tried to return some faulty headphones (sold directly by amazon) after 5 months and they refused, saying I had to contact the manufacturer.. wouldn’t budge!



Urgh, maybe they've taken a New Year's Resolution to be tougher on us poor plebs. Not good news. Sorry to hear that.
hootz11/01/2020 20:40

Amazon now say 2 years for everything under eu law, applies to amazon new …Amazon now say 2 years for everything under eu law, applies to amazon new items as well as all third party items fulfilled by amazon, seems it might need to cost over £20 thoug


I call utter rubbish hearsay, but will humbley request links to both this wonder EU law and Amazon's statement of acceptance of it. Until that time, the "up to 6m then proof of merchant liability required" is still statute as per quaint local legislation of Consumer Rights Act 2015, succinctly interpreted into plain English to calm excitable opportunists by credible consumer organisation Which at which.co.uk/con…act
geforce11/01/2020 21:42

Tried to return some faulty headphones (sold directly by amazon) after 5 …Tried to return some faulty headphones (sold directly by amazon) after 5 months and they refused, saying I had to contact the manufacturer.. wouldn’t budge!


Amazon won't accept a return request at 5 months because the buyer is not entitled to a return; the return option ceased at day 31 of possession. Between day 31 and the end of month 6 the buyer may request the merchant repair or replace an allegedly faulty item. These timeframes and associated options are stated within CRA 2015.
AndyRoyd12/01/2020 05:09

Amazon won't accept a return request at 5 months because the buyer is not …Amazon won't accept a return request at 5 months because the buyer is not entitled to a return; the return option ceased at day 31 of possession. Between day 31 and the end of month 6 the buyer may request the merchant repair or replace an allegedly faulty item. These timeframes and associated options are stated within CRA 2015.


Ah yes by return I mean I asked for a repair or replacement.. still got told to contact the manufacturer!
geforce12/01/2020 07:47

Ah yes by return I mean I asked for a repair or replacement.. still got …Ah yes by return I mean I asked for a repair or replacement.. still got told to contact the manufacturer!


I've had a confused/ignorant chat rep who seemed unaware of Amazon's obligations, especially in my case where the Amazon vendor was registered in UK. I simply summarised the merchant obligations and referenced the legislation, then requested the Amazon chat rep consult with manager to identify Amazon's exemption to the legislation - this was presented to the chat rep as assistance not assertion. Took 5 mins but replacement was offered with no requirement to return. Not convinced that was a gesture of goodwill; simply somebody higher up in the food chain knew the score.
I’ve had amazon refund me for a faulty router that I had paid £130 for 13 mths previously (last year), I had went onto chat just asking if their was anything they could do and wasn’t really expecting the refund. I guess it pays to ask on occasion.
alictait12/01/2020 18:37

I’ve had amazon refund me for a faulty router that I had paid £130 for 13 m …I’ve had amazon refund me for a faulty router that I had paid £130 for 13 mths previously (last year), I had went onto chat just asking if their was anything they could do and wasn’t really expecting the refund. I guess it pays to ask on occasion.



I did ask. Twice. This is about Amazon Warehouse, not brand new items from Amazon (different departments, and I'd assume, different warranty obligations).

Was going to try for a third time (after being offered £5 refund, then told to return it, then told I couldn't) so I was wondering if this is a new rule, or maybe Amazon only offer a longer warranty on £20+ (Warehouse-bought) items as I was told?
Edited by: "louiselouise" 12th Jan
louiselouise11/01/2020 18:51

My name is Louise, just the Amazon account is my mum's



Is your middle name Louise as well ?
m1keyp1key12/01/2020 18:57

Is your middle name Louise as well ?



Calm down, it's just a username
louiselouise12/01/2020 18:45

I did ask. Twice. This is about Amazon Warehouse, not brand new items from …I did ask. Twice. This is about Amazon Warehouse, not brand new items from Amazon (different departments, and I'd assume, different warranty obligations).Was going to try for a third time (after being offered £5 refund, then told to return it, then told I couldn't) so I was wondering if this is a new rule, or maybe Amazon only offer a longer warranty on £20+ (Warehouse-bought) items as I was told?




They tried to screw me over with an as new cordless mower. Started messing me around via live chat so i gave up and tried to do a return automatically and they wouldn't even pick it up. Only option was to package the whole thing back up and take it to the nearest drop off.

Wasn't going to do that so went back on live chat and pretty much instantly got a refund and got told to dispose of the mower however i wanted to.

Took the mower apart and found out the motor was completely dead (they obviously don't check stuff like they claim) and sold the battery and charger and made £40 out of that "experience".
louiselouise12/01/2020 18:45

I did ask. Twice. This is about Amazon Warehouse, not brand new items from …I did ask. Twice. This is about Amazon Warehouse, not brand new items from Amazon (different departments, and I'd assume, different warranty obligations).Was going to try for a third time (after being offered £5 refund, then told to return it, then told I couldn't) so I was wondering if this is a new rule, or maybe Amazon only offer a longer warranty on £20+ (Warehouse-bought) items as I was told?


Mine was an amazon warehouse item. I think it’s the luck of the draw sometimes who you get on the chat.
alictait12/01/2020 19:22

Mine was an amazon warehouse item. I think it’s the luck of the draw s …Mine was an amazon warehouse item. I think it’s the luck of the draw sometimes who you get on the chat.



Ah, OK. I did have an easy time of it returning my niece's Warehouse-purchased Lenovo K5 Note last year (around seven months old). I do get the feeling Amazon are becoming more difficult, customer service-wise, as time goes on. Though maybe I'm just unlucky.
Edited by: "louiselouise" 12th Jan
louiselouise12/01/2020 19:25

Ah, OK. I did have an easy time of it returning my niece's …Ah, OK. I did have an easy time of it returning my niece's Warehouse-purchased Lenovo K5 Note last year (around seven months old). I do get the feeling Amazon are becoming more difficult, customer service-wise, as time goes on. Though maybe I'm just unlucky.



They are more difficult and they don't make the live chat easy to find now and their warehouse stuff isn't checked properly.

I bought two parts for my pc on black friday both listed as used like new and both had faults.
Post a comment
Avatar
@
    Text

    Discussions