Toys r us - TV

[grcooper]

Hi Everyone

Would really appreciate some help!

We were bought a LCD Freeview DVD 19inch TV for christmas 2007 in Novemeber 2007. The TV within a 3/4 months developed a fault whereby it would take anything up to 23 hours to turn on!!!

After some debate with the Toys r US store about the contract not being with them and being with Easy Touch I spoke to a customer care helpline who spoke to the store and brilliantly sorted it all out.

We went in at the end of April and they issed us a replacement product which we gladly took as assumed it was a one off fault

However last week it developed the exact same fault and today we tried to return it and get a refund as obviously this particular brand or model has an inherrent fault only to be kept waiting for 30 minutes and then be told that they couldnt accept the return as they needed a return code from the manufacturers and I would need to come back when the manufacturers were open i.e 9 - 5 for them to be able to refund me!!

This seemed ridiculous as I had already had to driver the 20 miles to the store and take my father in law with us as he bought it and they would have to refund it to his card.

After much debate and basically being told I was lying about the sales of goos act (i had done my research) i left the store very very unhappy and with the prospect of having to spend another whole evening sorting this out

Two questions

Firstly are they right to say that effectively I can only make a return monday -friday 9-5

Secondly, they also mentioned that I am outside my 6 months period where the honus is on them to prove the fault wasn;t there cos i bought it in November but surely this starts again with the replacement tv for which we have proof? right?

[Bookworm]

I don't think it is necessarily unreasonable for them to ask you to return the goods at a time which allows them to deal with it there and then. I certainly am not aware that they have to be able to comply at all times of day and night, so yes, I'd say they can say this, or at least they're not breaking any law or denying your statutory rights by doing this.

And secondly, yes the 6 months reverse burden of proof runs from date of original purchase, which I agree is ridiculous, but is exactly what happened to me with a laptop, which is why I know the answer. so no, you're wrong. The onus is on you.