Returns form undermines consumer rights!

[abpc]

I have attempted to use the online form to request an RMA for A FAULTY product, however, AGAINST consumer law as outlined in the OFTs "A guide for businesses on distance selling" Page 30 Section 3.68, (available here: http://www.oft.gov.uk/NR/rdonlyres/1E6F ... oft698.pdf (http://www.oft.gov.uk/NR/rdonlyres/1E6F3C94-8BB0-4374-A65B-6281E030C3C9/0/oft698.pdf)), Your web form will NOT allow me to submit the form unless I tick a box agreeing to pay costs for returning the product. Please, therefore, provide me with an RMA, agreeing that YOU will pay the costs in the event that that this product is faulty in accordance with the LAW which is CLEARLY outlined in the following OFT guidance: "If goods develop a fault within the first six months of being sold, the law presumes that the fault was there when you sold the goods – unless you can show otherwise. You should not charge return costs for goods that have been rejected because they are faulty."

As if that isn't bad enough, I have sent 2 support requests via the CS web form over the past week (email ticket Nos. 1065177 and 1064931) and you have IGNORED BOTH!!!!!

[GN]

Hay, try this up with belkin and ill pay you to do it.(JOKE). I waited 1 month to get a freeken router replaced. Then they sent me a new but duff router. Now thats bad.

[abpc]

Heh, I've had a run in with Belkin as well; ended up with them refunding me after 2 years and 3 different routers - if only they'd learn to make their routers actually DO what they SAY they will do... :? (Or at least not SAY they will do things that they DON'T!)

[GN]

Lets put it this way, Belkin are never again going to see the numbers on my credit card or cash for that matter.

But novatech are a good company. We buy from them loads. Though I have to say over the last month things have kinda got a little **** on the side of support. And I mean ****. I really wish I could give them a hand. I also think that as its near the silly time of year loads of n000bs are buying things for there kids etc... that they know nothing about. Then they some how brake it or think they have when infact they have not configured it correct or installed it correct or even compatibility issues. So then the support team has to deal with this and etc... When the heat is on, questions get prioritized. Also mistakes happen. Trust me on the Prioritized part as im the support guy at were I work and when the heat is on, then I start making lists.

[abpc]

I've also been recommending and buying hardware from Novatech for several years and never had a problem, however, to find that I now cannot submit a return request for a faulty product without ticking a box agreeing to pay return costs (which they are legally responsible for), then to have my email-form requests ignored and find that all of their telephone numbers are now money-making 0871 lines... Well, you can imagine how I feel :?

The poor (to the point of being downright dangerous) build quality of the product was bad enough, but it's clear from the illegal requirement on the return request and their complete failure to answer my queries that 'Customer Service' has, like my helicopter, taken something of a nose dive.

I know what you mean about 'n00b' buyers, and have every sympathy for any trader dealing with these, (I get more than my fare share!), but I've been registered with Novatech and trading under 'ABPC' as an IT Consultant for years :wink:

[GN]

Well I dont know how you do it but the way I do it is this.

Phone up the normal number. Tell them that you want to be put through to support. They then transfure you though to them and you dont use there 087 what ever number. :D

Also i dont know were this p&p cost thing came into it. I will ask my sales rep.

[abpc]

Well I dont know how you do it but the way I do it is this.

Phone up the normal number. Tell them that you want to be put through to support. They then transfure you though to them and you dont use there 087 what ever number. :D

Also i dont know were this p&p cost thing came into it. I will ask my sales rep.

In case you hadn't noticed, Novatech don't provide a 'normal number' anywhere on their website, even sales calls are routed through an 0871 line. One of their managers has now been 'kind' enough to post a standard number in reply to one of my posts, (in which incidentaly, he completely ignores my actual complaint and appears to deny that I've already raised it through the 'correct channels'). They still have yet to reply to either of my RMA requests submitted through the CS web form, it's now been over a week since I raised the issue and the ONLY communication I have from them is a single reply to one of my posts which doesn't even refer to my main complaint / issue, and which in sarcastic and condecending tones denies that I've actually contacted them correctly or 'raised any valid points'...

I have to say It's not looking good, rather than actually responding to my CS requests and dealing with this issue, Novatech's "Purchasing & Product Manager" has chosen to miss-represent and insult me in this forum. (http://forum.novatech.co.uk/viewtopic.php?p=10467#10467)

By the way, what's with, "Also I dont know were this p&p cost thing came into it. I will ask my sales rep."? It really is pretty obviouse that you work for Novatech by your sichofantic devotion and stupid comments like this, but don't you think people are capable of reading the top post where I make my situation and complaint clear???

[GN]

My phone number with them starts with 02392

[djgandy]

your moaning in the wrong place. You can't have disccusions about matters like this on a forum or via email, you need to pick up the phone, that's just how it works. Phone something at least, ask to get put through you will get through stop being a tight ***.

[Amy]

Have you tried to call into the novatech line? The ticket email are answered on a first come first serve basis and as your previous post with the reference shows it is 8 working hours for a reply UP to 24 working hours when it is busy - there is no busier time than christmas!
Have you tried live chat?

if you wish to have a returns number for your helecopter please reply with a contact number and I will personally call you back and get you a returns number.

:)

[beardyman]

service with a smile