CEX troubles?

[breaded1]

Hi, I just signed up. I wouldn't normally buy from these guys, but I had a spare 30 pound voucher, so I bought a PlayStation 2 (fat) from their Romford branch on 14/1/10. This had worked fine for almost 5 months until the laser had started grinding, so I returned it on 15/6/10. They had tested it to confirm the fault, so they had confirmed it they offered me an exchange. I accepted this, but then they tell me that the have no more fat consoles in stock, and only a slim. I asked them to please just give me my voucher back if they could not replace on a like-for-like basis, but the Supervisor refused and said that "it's not part of our warranty procedure".

 

They said that I had to either accept the slimline, wait for the faulty fat console to be repaired, or for them to get another fat transfered from their Stratford branch, which of course would all inconvenience me. They again said that voucher was not an option, even though they wouldn't be losing out on anything as it can only be used in their stores.

 

I asked to speak to the manager, but the supervisor guy tells me that he is not around, and would just tell me the same thing anyway. So I reluctantly took the slimline, intending to trade it into one of their other branches, but then the manager int hat store tells me that they cannot accept it since it had had an "unauthorised non-Sony repair" done to it (warranty seal had been replaced with a non-Sony one) and also due to the fact that you could hear a rattle if you shook it slightly, and that they could not take it even though the other branch had just sold it to me. I of course was left to wonder why the store would sell me something that could not ever be sold back to them. Just like them to keep selling me shoddy goods.

 

So that brings me to today. I intend to go back on Monay, 21/6/10 and return it, but what should I do? What rights do I have? Can I ask for my voucher back since this is the second time that this has happened, and I have lost my faith in them?

 

I heard about a "rejection" thing, where you can ask for your money back on faulty goods if it's within "reasonable" time, for which a month/28 days is normally quoted. Since it has been less than a week since I got this repacement, would that apply in my circumstances? Please just advise me as to what I should do next.

 

Once I spend the voucher I will NEVER buy anything from their stores again, after this ****-poor service...

Edited June 20, 2010 by breaded1

[Chrismcfall]

CEX's warranty goes for faults:

 

First 28 days, Original method payment back, after that a replacement, or a store credit voucher to current sale value, for the rest of the 12 months. That's a pretty simple rundown of it.

 

CEX should automaticly fail a console if the warranty seal has been broken, it's not hard to see on a PS2 whatsoever.

 

I think Romford is a franchise store as well..

 

Email wecare@webuy.com with your issue, try and give them as much detail as you can, if you have a membership account (if you've had a console tested/refunded you should have one) and any order numbers that you may have.

[breaded1]

Well the supervisor refused to give me a voucher, and why would they give me a a console which they would not take back themselves since it rattles, and had a "non-Sony authorised repair" done to it? That's why I posted here. I want to know if I have the right to "reject" the replacement console and get my voucher back from them.

[Chrismcfall]

Have you got the recepit for the console? Take it back to another store with that recepit, the serial number of the console will be on it for proof, speak to that store.

 

No idea about the console, the store i work in and many others in the area wouldnt ever take in anything like that.

[ForestChav]

I'm pretty sure that even though these items are second-hand SOGA still applies to all of the purchases. In other words, as the defect occurred within six months of purchase, the onus is on Cex to prove that the fault was not existent when you bought the goods (in other words, that you did it) and if they cannot, repair, replace or refund the item, usually in that order. As they have failed to replace the item with one of satisfactory quality, if this all applies, you are entitled to a refund, IMO.

[breaded1]

Have you got the recepit for the console? Take it back to another store with that recepit, the serial number of the console will be on it for proof, speak to that store.

 

No idea about the console, the store i work in and many others in the area wouldnt ever take in anything like that.

No, I lost the receipt, but last time when I bought somethign with a serial number they still allowed me a refund since the serial and details were on their system.

 

I'm pretty sure that even though these items are second-hand SOGA still applies to all of the purchases. In other words, as the defect occurred within six months of purchase, the onus is on Cex to prove that the fault was not existent when you bought the goods (in other words, that you did it) and if they cannot, repair, replace or refund the item, usually in that order. As they have failed to replace the item with one of satisfactory quality, if this all applies, you are entitled to a refund, IMO.

The supervisor guy told me last time that they will just keep transferring consoles in from the Stratford branch, with no chance for a refund ever... Is he telling me a load of crap?

[Blondmusic]

I have bought lots of games from CEX and never had any problems. Send them an email as advised by Chrismcfall

[breaded1]

I'm not prepared to deal with their bots, since others have had bad experiences using their email at "wecare" (right. ) too

[ForestChav]

No, I lost the receipt, but last time when I bought somethign with a serial number they still allowed me a refund since the serial and details were on their system.

 

 

The supervisor guy told me last time that they will just keep transferring consoles in from the Stratford branch, with no chance for a refund ever... Is he telling me a load of crap?

yes and no. it might be what they do, but soga does entitle you to a refund and if a replacement is not resolving your issue it strengthens your case to be reasonably entitled to one... if they did swap you with a console which worked, though...

 

i'd still be inclined to email. you do need to make a reasonable effort to resolve the issue yourself, before you / if you decide to take court action.

[breaded1]

OK, so I can just go back, and ask them to give me a refund since they have breached the SOGA? Will they have to honour this?

[ForestChav]

Not strictly speaking, it entitles you to a repair or replacement console, technically. But if neither repair nor replacement are appropriate remedies, or have not remedied the issue previously, then it strengthens your case to rescind the contract (i.e. ask for a refund).

 

I wouldn't necessarily go in spouting SOGA for several reasons:

1. you might make yourself look like a bit of a twit

2. you want them to try and see what they can do to resolve it first (on this visit, anyway. calmly state the case with the initial purchase and why you feel the replacements are not of satisfactory quality)

3. their store policy may not be able to affect your statutory rights but the store's systems may not be physically able to authorise a refund (hence the previous advice to contact by email / higher up authority than the store).

 

I guess it really depends - offering a working "fat" console, if they have one, would probably resolve it, if not, you're entitled to ask for a refund...

[breaded1]

Well guys, I managed to get my refund!

 

I went there on Monday to return the console. They verified the rattling but said that they would not do anything if it still works fine, so they hooked it up to test it. To my surprise, it did not even work int he first place! (I never bothered to test at home after it got refused when I attempted to trade it in.) But then they said that because I lost my receipt it would be up to the manager. So they then called the manager in. He was not budging since I had lost the receipt, but I asked him to please check the serial number on their system to prove the transaction. He saw it, but it listed me as "unspecified", and after he saw this he said that nothing could be done, since I had no proof that it was me who bought it. However, I suggested that the guy who originally served me could verify that I was the one who bought it, so he agreed and told me to come back on Friday (today) when that guy was in.

 

Then I just read this thread again, and gave the suggestion of contacting wecare a thought. I sent them an email explaining everything, and then left it there until today, when I decided that I would "battle" CEX Romford again. I arrived there, and saw the original supervisor guy. He took the console, gave it a look, and tried to say that they would never sell me a console without the original warranty seal, but I stood my ground. Then the manager arrived, and they got a phone call at that exact moment. The manager and supervisor went into a corner of the store for about 10 minutes, and when they got back they told me that they had just been contacted by wecare who got my message. They immediately offered me a refund of my voucher, and the manager of course advised me to not lose my receipt again in future transactions.

 

So I'm happy now. I had my doubts, but the advice that you guys gave me was invaluable. I can't thank you enough.

[breaded1]

I thought that you guys loved to hear success stories?

[Rici86]

I have also had a problem with CEX Romford and will not buy any electrical things from them again!

I bought a Nokia N97 Mini for £180 traded in a lot of my Xbox 360 games for it as well and after 3 months the charger became loose inside.

I then tried to make it stay in as it didn't charge and in doing so I ended up bending the charger by accident also the metal part inside the phone came out after taking the charger out.

I had also tried other chargers such as my in car charger and my USB plug for the computer and it didn't charge properly with those either and again was loose inside.

I took it to CEX as it was under a 1 year warranty and they refused to get it repaired and said it did charge and pretty much blamed me for the faulty item.

This store are not testing out their eletricals properly and are selling goods that they wont even accept back after they go wrong and if they are going to blame me for it then what is the point of selling second hand goods with a 1 year warranty?

[steve1980]

CEX are a sham, i bought a laptop which was faulty, took it back following day and they refused to refund me. this was the branch at North End Road in London. the manager didnt seem to understand consumer law and instead said CEX had there own rules and 'laws'. I began legal action against them and they soon backed down but i would never recomend cex or ever go near one of there stores again.